BANK OF AMERICA, NATIONAL ASSOCIATION

2016-12-09

Seattle, WA

Billing disputes

Credit card:

Complaint: I am filing a complaint against Bank of America ( BOA ) Credit Card for re-billing a charge of {$380.00} to XXXX TX that occurred XX/XX/XXXX. ( Attachment Item 1 ). I had called XXXX from XXXX using my ( BOA ) credit card to re-book a flight back to the US from XXXX on XX/XX/2016 on XXXX airways. However, when I went to the airport and showed the authorities a copy of the e-mail that I received from XXXX, I was not allowed to board the flight back as the security as very tight at the airport because of the terrorism problems in XXXX. The airport authorities said I could not board the flight without a hard copy of the ticket. I tried calling XXXX from the airport but no one answered the phone. XXXX never even gave me a contact number of XXXX to call and get help. The sudden flare up of the airport security issue caught me by surprise and XXXX could have sent me an email warning me of the situation or even sent me an electronic ticket, but they did not do that. They were of no help after taking my money. Since I was unable to board the flight I had to call XXXX airways directly, to re-book a fresh return ticket for {$680.00} and I returned to the US on XX/XX/2016 ( Attachment Items 2 and 3 ). After returning to the US, I called BOA to complain about XXXX and BOA reversed the charges ( Attachment - Item 4 ). But in the recent BOA statement, this charge of {$380.00} was reapplied with no explanation ( Attachment Item 5 ). I was not given the opportunity to explain and send in the documents to BOA to prove to them why I demanded my money back from XXXX. I would like BOA to refund me money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-09

Rockwell, NC

Balance transfer fee

Credit card:

Complaint: I signed up for a Bank of America credit card on XXXX/XXXX/2016 specifically to roll over my balance from my XXXX credit card. I decided getting cash back was better than airline miles accumulation ( too many needed for an air ticket ). Nowhere on the application, email sent to me, on the letters I received AFTER the 7 day period was the information about charging a fee for the rollover. I LOOKED!!! Because I knew that some cards charge and some do n't. I can send the confirming email, as well. No where was I informed that I would need to spend {$180.00} to do this dis-service. I did this online, where I could check and doublecheck that there was no apparent fee. Perhaps hidden in very small print or buried deep in some multi-page disclosure, it might be there. But I sure did n't see it. I am screaming this : I CHECKED! When I transferred the money, there was NO " are you sure you want a {$180.00} fee '' When I got my first bill n XXXX, I noticed a line that read " Fee .... {$180.00} '' No explanation on what the fee was. I called BOA 's XXXX # and no where on its phone system was the choice for " rollover '' or " transfer '' -- everything else from " mortgage '' to " late fees. '' I kept saying to the automated voice, " I do n't know what fee ; get me to a rep '' After a long pause, I finally spoke to a XXXX and later a XXXX who said, " yes sometimes agent forget to tell you that. '' She offered to put in a request to reverse the fee -- so it is possible. I kept telling her that I was not informed of a transfer fee. That we 99 % of the time pay off our XXXX credit card in full each month and I do n't need a 0 % APR. Which she justified the 0 % as why they charge the 3 % transfer fee. Huh? In her tel/con I learned the figure " 3 % '' Why in the world would I pay {$180.00} for a new credit card, when we pay off our credit card bills in full? Why would I agree to that? Why? My point is that NOWHERE is it CLEAR that I would get hit with such an amount. NO.WHERE. I asked for a supervisor who was UNHELPFUL and kept saying " This is a legitimate fee. '' He would not reverse it. I asked him : " Do you want my business or not? '' Between my husband and myself, we charge up to $ XXXX a year on credit cards. He said I had to pay the fee. I cancelled the card that day. It is not right that BOA HID the transfer fee. UNDISCLOSED. The transfer fee info was NO WHERE in the application, in confirming e-mails, letters to me, in the card 's description, on the bill, in the phone conversation I had 1 week prior with a BOA rep when I asked about a charge on my on-line invoice. I wo n't pay that ridiculous fee. Why would I agree to that, when I was n't told/informed about it. If forced that means something important to me must be dropped. No wonder military service people have problems with BOA. I could have gone to any of the other competitors for a transfer free card. Sure wish I had. Paying BOA {$180.00} for use of my money ... ... they should be paying me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-09

Alafaya, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2016-12-09

New Port Richey, FL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-09

Rincon, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-12-09

Cherry Brook, MA

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-09

Spring Hill, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: To whom it may concern : We are sending you this letter to inform you of some things you may not be aware of. We would like to give you a brief history. We obtained a mortgage in XXXX of XXXX from XXXX. The house is located at XXXX XXXX XXXX, in XXXX XXXX, XXXX Soon thereafter, we were informed that we were to send our payments to Countrywide Home Loans XXXX We thought Countrywide had bought our loan from XXXX My husband had income from the family XXXX business and investment properties he and I owned in XXXXXXXX. I am is a XXXX and get the majority of my income from my position as a XXXX in the XXXX. We moved down to XXXX XXXX in XXXX of XXXX and we were very happy. I had, faster than expected, received information that I had a position with the XXXX. Because it was close the start of school, I had to rush through the sign up procedures, and as a result, I forgot to inquire as to what the default method of paying XXXX was. I wrongfully assumed that it would be the same as it was at my previous XXXX in XXXX, which was 12 months ; however, it turned out that the default payment method in XXXX XXXX was 10 months. This was important because we needed both incomes to pay our mortgage and other bills. Initially, we asked Countrywide if they could put the XXXX, XXXX and XXXX XXXX payments at the end of the loan. Countrywide said that it would check with the investor and get back to us. This was also the first time that we suspected that maybe Countrywide had not bought our loan. Shortly thereafter, Countrywide contacted us and told us that the investor would not put the payments at the end of the loan. While we were not pleased with that answer, we decided to refinance XXXX of our properties in XXXX which had significant equity, and use that money to make the XXXX, XXXX, XXXX XXXX payments. To our amazement we were informed that we could not get the refinance loan because we were late on our primary mortgage payment. When we went back to Countrywide to talk to them, we found out that we indeed had made our XXXX payment on time, but they had applied our entire payment to our escrow account to cover their losses, which was totally against the mortgage agreement, they had asked us for an additional XXXX payment and we said no. Because we said no, Countrywide decided to report us late to the credit bureaus and that is the reason why we did not have the money for the XXXX, XXXX, XXXX XXXX payments. Initially, in XXXX of XXXX, we started the process to refinance our mortgage on our primary residence. The problems at the credit bureaus still existed, but thanks to the help of a loan officer at XXXX XXXX Mortgage, XXXX XXXX, he was able to contact the credit bureaus and discover the truth, we closed on the refinance in XXXX of XXXX. The situation with XXXX, XXXX and XXXX had not changed and everybody was aware of that. We made our XXXX XXXX XXXX payments on time, and did not make our XXXX, XXXX, XXXX XXXX payments, but were going to send a payment in XXXX of XXXX, when we were told by Countrywide not to do so, because they were going to start foreclosure proceedings. In XXXX XXXX we were served with foreclosure papers. The foreclosure papers stated that Countrywide Home Loans XXXX XXXX XXXX XXXX, the plaintiff in the complaint, was the owner of our note and mortgage. At that time we did not know what the truth was. Initially, we contacted XXXX with no success. They finally gave us the number to the investor. We did n't know, even at that time, who the investor was. This happened sometime in XXXX. We have more info but not enough space here. We sent a letter to the Treasury Dept. on this is issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-12-09

Foothill Ranch, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: This is in reference to Case number : XXXX. Bank of America called me on XXXX and left a message for me to call them back at XXXX and use extension XXXX to speak with XXXX about my complaint. However, when I call this number and try to enter the extension, nothing happens. A recording just repeats itself to enter the extension. I have tried from XXXX different phones so I know this is a problem with their system. The system hangs up on you without allowing you to ever reach a live person or leave a message. Intentional maybe ... .. I need to be able to get ahold of them because they will claim I did not respond to them and they did not give me a way to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-09

IA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: We filed our Chapter XXXX bankruptcy in Iowa in XXXX, it was granted effective XXXX XXXX. It was discharged in XXXX. Our mortgage company at that time, Bank of America, held XXXX mortgages. Both were filed with the bankruptcy filings. We received paperwork on XXXX mortgage, but not the other. I called BofA to inquire and they said only that no further money was due on the second mortgage. We proceeded with the filing, leaving the second mortgage amount listed. Although we did not discover this until much later, in XXXX of XXXX an " Insurance Company '' filed a lien on our property for the original amount of the second mortgage, almost twice as much as the amount I had contacted BofA about. We had never heard of the Insurance Company. I tried to contact the Insurance Company, sending XXXX or XXXX ( ca n't remember ) letters and calling on several occasions, but was never able to connect with anyone either by letter or phone, getting no return mail or telephone calls, even though I left several messages. We first learned of the lien after the bankruptcy was discharged, when we tried to get a mortgage on our home in order to do some necessary repair and major maintenance work. Due to the presence of this lien, which we knew nothing about, we were unable to get a loan of any kind. They have never contacted us or tried to collect, except once, after receiving notice from the court that the bankruptcy was discharged. They apparently contacted Bank of America first, and were told contact us, asking us to tell Bank of America to send them any money that BofA had collected during the bankruptcy that belonged to them. I did so, apparently BofA did send them a check. During my conversation with BofA, I learned that BofA had purchased " mortgage insurance '' from this Insurance Company, and the Insurance Company had paid off the loan to BofA, which was why it showed that nothing was owed to BofA on the second mortgage. I think this entire exchange was underhanded and possibly illegal. We were not told the loan was sold. Can you help us to clear our title of this lien? Thanks for any help you can give.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-09

Charlotte, NC

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-12-09

Adams City, CO

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Mcdonough, GA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-12-08

Las Vegas, NV

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Weston, CT

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2016-12-08

Dover, NJ

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Tualatin, OR

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Chicago, IL

Billing disputes

Credit card:

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Tulsa, OK

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Alafaya, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Algona, WA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Greer, SC

Other

Credit card:

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Oceanside, CA

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

East Rockaway, NY

Credit card protection / Debt protection

Credit card:

Complaint: I have been trying to cancel some monthly subscription charges on my XXXX card. I can not get in touch with the companies who are charging me. I changed my account number. XXXX allows monthly subscriptions to pass through to the new credit card account number. I was charged twice by a company that uses preditory marketing stratagies. They now have my new credit card information. Many companies large and small ; legitamate or completely dishonest know this monthly subscription loophole. The American consumer has to be protected from preditory, fraudulent and otherwise dishonest businesses. It should be easy to shut off the money flow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-12-08

Jacksonville, FL

Billing disputes

Credit card:

Complaint: On XX/XX/2016, while I was in XXXX, I purchased a mobile AC unit from XXXX on my Bank of America credit card in the amount of {$670.00}. A/C was delivered to my apartment the next day. After unpacking the unit & using it for a few days, we noticed it was n't cooling. We packed the AC unit along with all the parts back into the box it was delivered in & went to the store to return the defective item within the 14 day return time frame. Their return policy on the back of receipt stated customer has 14 days to return item for full refund. When we arrived at XXXX, we were told the unit was n't eligible for refund because the box had been opened. I disputed this with the manager because obviously we would have to open the box & use the unit to realize it was defective. They told me we would have to leave the unit to be examined by their repair shop before they could issue a store credit. The inspection would take 2-3 weeks & we were leaving XXXX in 2 days. I explained we did n't have time to wait for the unit to be inspected & I requested either a refund or an exchange for a similar unit that was the exact same price. They denied my request. After spending 2 hours disputing this issue in the store, we left the unit with them. They sold us a defective item, would n't exchange it or give us a refund & they still have the unit in their possession. I immediately placed a dispute on the charge with Bank of America. I received a letter from Bank of America stating they needed all supporting documentation, a detailed letter & the reason our return was not successful. We sent Bank of America everything they requested via fax/mail. On XX/XX/2016, I received a letter from Bank of America stating they were unable to obtain credit from the merchant. I called Bank of America Merchant Response Department & spoke with XXXX & XXXX. I was on the phone with them for over 2 hours explaining what happened & inquiring why the credit was denied. XXXX told me that she would re-open the dispute for further investigation. On XX/XX/2016, I received another letter from Bank of America stating that after further review, they were n't able to determine a billing error occurred. I called Bank of America again & after speaking to XXXX again, she requested I send XXXX 's return policy. I faxed her XXXX 's return policy along with the return policy on the back of my receipt. XXXX explained that because the information was in XXXX, her team was having a hard time deciphering it, but she would find someone that could translate it & she would be in touch. On XX/XX/2016, we received another letter from Bank of America stating they exercised all available options & they were unable to obtain a credit from the merchant. I called Bank of America yet again & spoke with a supervisor. XXXX, the supervisor with Bank of America, stated that since the merchant had looked at the faulty unit & deemed it was working properly & it was now ready to be picked up, they were unable to issue us a credit. I explained that we returned the item within the 14 day time grace period, I did not want this unit, it was no longer in my possession, XXXX refused a refund or an exchange. XXXX then stated that due to all of the documentation we sent being in XXXX, they could not fully decipher the merchant 's return policy & that she would have to get someone else to translate the information yet again, but that they would n't be able to respond to any further correspondence regarding this claim. I am now requesting your assistance, I have submitted everything as requested, I returned the defective unit within the allotted time frame, Bank of America has had a sufficient amount of time to translate the documents, I am within my rights, I 've spent numerous hours disputing this & I should not have to pay for this item. Bank of America wo n't help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response