BANK OF AMERICA, NATIONAL ASSOCIATION

2016-12-06

Chicago, IL

Problems caused by my funds being low

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

2016-12-06

Homestead, FL

Account opening, closing, or management

Bank account or service: Other bank product/service

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

2016-12-06

Estero, FL

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 explanation

Disputed: No Timely Response

2016-12-06

Austin, TX

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

2016-12-06

Carson, CA

Deposits and withdrawals

Bank account or service: Other bank product/service

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

2016-12-06

Short Hills, NJ

Fraud or scam

Money transfers: Domestic (US) money transfer

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

2016-12-06

Philadelphia, PA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I have been a bank of America ( BOA ) customer for the past 12 years and that will be coming to an end this Saturday. I already closed one of my account today and the others will be close this weekend after my direct deposit hit my account. I was in the process of purchasing a home long story short ... I was charged {$390.00} for an appraisal, however I felt like the service was not provided. The loan officer never communicated with me throughout the entire process, I sent him several emails asking him what 's the status of the loan and got no response, and at one point I was told that the loan will not be submitted, so YES, EVEN THOUGH I SIGNED THE APPLICATION I WAS NEVER PROVIED THE PROPER SERVICE. I called BOA explain to them and they provided me with provisional credit and within 1 month they deducted the {$390.00} back from my account. I 'm upset at BOA because as my bank they did not protect me, I was charged for a service that was not provided. Especially for the fact that I am a " Preferred Rewards Gold Client '', which is supposed to be one of their best account for high value clients. Oh please!! This is the high value treatment that I am receiving as gold reward client. I called them this morning to find out why they denied my claim and that I would like to resubmit the claim and dispute the same charges and the representative says no because they already denied he claim due to the fact that I signed the application.
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

2016-12-06

Federal Way, WA

Billing disputes

Credit card:

Complaint: I currently have two active cash-advance promos on the XXXX MasterCard issued by Bank of America ; {$15000.00} owed on a promo that was taken out in XX/XX/XXXX and is due XX/XX/XXXX and {$14000.00} owed on a promo that was taken out in XX/XX/XXXX and is due XX/XX/XXXX. It is my desire to pay both promos off before their due dates to avoid interest. I contacted BofA on XX/XX/XXXX to check how a recent payment was allocated -- the payment was substantially above the minimum payment required. Much to my surprise, I was told that my payment had been applied the promo that expires on XX/XX/XXXX. I then asked the representative to re-allocate the payment to the promo that was expiring on XX/XX/XXXX. This is where things went downhill. The Customer Service manager I spoke with indicated that the law was very specific that banks had to allocate payments to the promo that had been on the books the longest, even if that promo does n't mature first. Most likely in 90 % of the cases, this payment allocation logic makes sense -- promos that were booked first would mature first. HOWEVER, when you offer promos of varying lengths ( as BofA does ), the potential exists for an " older '' promo to mature after a promo that was booked later. That is the position I find myself in. After reading the Payments section of the Card Act, I find what the manager told me regarding payment allocation to simply be untrue. The payments section was very specific regarding applying payments to the highest APR balances first and then to promos within two months of their expiration. Nowhere did I see that a bank was required to paydown the oldest promo balance first. Additionally, section 1026.53.b.1 ( ii ) of the Card Act provides for the card issuer to reallocate any amount above the min pay among the balances on the account in the manner requested by the consumer. Given this, I 'm not sure if this is a technical issue for BofA or if the capability exists but the customer service staff simply is n't aware. Either way, the way that I 'm being forced to have my payments allocated is harming me as a consumer by essentially robbing me of three months ( XXXX ) to pay down the promo that expires in XX/XX/XXXX and I am not at all happy about it. Additionally, I ca n't be the only consumer in this situation so I 'm sure that there are other BofA customers being harmed by their unfair practices.
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

2016-12-06

San Francisco, CA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: The regulatory complaints team that represents the Home Equity Line of Credit application from my lender is failing to do their due diligence concerning my application. Their whole argument rest on information which they asked of a TransUnion consumer rating agency service recommendation. Is the bank too lazy to do their own job correctly? When I reported the death of my spouse, the bank promptly stopped automatic money transfers from my joint account, thereby triggering a delinquency as stated in the XXXX report. The bank goes further to perpetuate their own incompetence by inferring that the agency 's reporting played no part in their decision. But to the discredit to their own inability to give an example to what specifically they found ... They say we are unable to supply specific reasons for their decision. I have had only XXXX payment delinquent. I have paid cash for most of my purchases with just a few charges to my credit card. Since my spouse died I have refrained from using any credit that was in both our names to prove I have changed to a single person status. My belief is this example of unlawful discrimination is based on arguments I have had with personnel at the loan processing center at the bank. This person is on record as being rude on the phone with me as a consumer, and I question whether his personal feelings attributed to the denial in assessing the loan. His name is XXXX, XXXX # XXXX, because he has not investigated beyond looking at a simple credit score. I do n't know what they pay him for if not to due an investigation of assets that I have, which total over XXXX. The regulatory complaints team headed by XXXX of Bank of America should be ashamed of the performance they have added to this violation. In a letter finalizing their contact with me they submit XXXX proof of evidence, which was a denial letter written by XXXX. That 's hardly a testimonial, and a lack of due diligence of taking the task of reviewing the findings beyond a cursory information letter, standard practice for an institution that marginalizing the individual and denies the public equal protections under the law.
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

2016-12-06

San Diego, CA

Other fee

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

2016-12-06

Waxahachie, TX

Customer service / Customer relations

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: Yes Timely Response

2016-12-06

Union City, CA

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 explanation

Disputed: No Timely Response

2016-12-06

Sandy Hook, CT

Identity theft / Fraud / Embezzlement

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: Yes Timely Response

2016-12-06

Everett, WA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: My husband and I chose to start the refinance process with Bank of America in XXXX, WA in XX/XX/XXXX. Our loan XXXX requested information and we would send it over within a day or XXXX. We paid for an appraisal which was done on XXXX XXXX 2016. We were asked for more documents early XX/XX/XXXX which we provided. There was a 30 day period where I called and emailed Bank of America for a loan update and could not get someone to respond to me. Finally early XX/XX/XXXX we heard that there were a couple problems and our loan XXXX had a solution. We kept asking for updates either emails or phone calls which were few and far between. At the end of XX/XX/XXXX we were told that our loan application was cancelled because XXXX of our credit scores needed to be XXXX points higher because of a loan modification done years prior. If we knew this was a problem months ago we could have changed some of our financials around while waiting for the underwriter to get back to us and then have our credit pulled again. We decided to give Bank of America another try and early XX/XX/XXXX we started the refinance process again with the same loan XXXX. She had most of our important information already and we just needed updated financial information to send over. We paid for XXXX appraisal on XX/XX/2016 which was scheduled for XX/XX/XXXX. XX/XX/XXXX our loan XXXX emailed and said she was waiting to hear back from the underwriter on the document we provided on XX/XX/XXXX and she would call us after she followed up with him the next day. On XX/XX/XXXX she had sent an URGENT email asking if we had more funds to show that we could pay 2 months of mortgage payments. She wanted bank information from me that I sent over the same day. On XX/XX/XXXX I called the branch and could not get through to anyone, I emailed our loan XXXX. I called a few more times and finally got an email back saying she was in meetings and she would call me later that day. She did infact call me. She told me that our loan had been cancelled!! I thought she was kidding me, we were in the final stages of the underwriter process with the title company working on our closing documents. We got the explanation that our folder had been put in the wrong stack and because there was time sensitive information the loan had been cancelled. She went on to tell me that there was nothing that could be done at that point. I am completely furious at the incompetence of the loan XXXX at the bank. I called and talked to the assistant XXXX requesting refunds of both appraisal fees. XXXX was empathetic and talked to our loan XXXX so the refund request would be processed. I called XXXX, her branch XXXX and left him a message. He still has n't called me back XXXX weeks later. I was emailed a Commit Case document that the bank would process the requested refund of appraisal fees by XX/XX/2016. It is now 19 days later, XX/XX/XXXX and we have not heard anything about a refund. The lack of communication by our loan officer throughout this entire process was ridiculous. Our time and money was wasted during this exhausting process. At the very least we have requested our appraisal fees to be refunded and we will never bank with them again.
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

2016-12-06

Co Spgs, CO

Loan modification,collection,foreclosure

Mortgage: VA 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

2016-12-06

Ehrhardt, SC

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

2016-12-06

Hon, HI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I purchased a property in XXXX ( XXXX XXXX ) and used Bank of America to finance the 1st and 2nd mortgage on it in XX/XX/XXXX. Unfortunately, the condo I purchased was involved in a real estate scam and as a result lost its value. On top of that, I had an unfortunate tenant issue where the tenant got diagnosed with XXXX XXXX and was dealing with mounting medical bills, and eventually could no longer pay rent. I tried to work out a coop short sale in XX/XX/XXXX with Bank of America but they basically ignored me and then foreclosed on me less than a year later in XX/XX/XXXX. The first mortgage account got closed out in XX/XX/XXXX, but it took Bank of America another 2 years to close out the 2nd mortgage account in XX/XX/XXXX, which prolonged the derogatory marks on my otherwise pristine credit score. To add to the insult to injury, when the 2nd mortgage account was closed out in XX/XX/XXXX, there was apparently unpaid interest due ( {$44.00} ), but Bank of America never notified me of the amount due. In XX/XX/XXXX, I received a letter from Bank of America notifying me that my 2nd mortgage account was closed, and my account was " paid in full '', so I assumed that the nightmare was finally over and that my credit score could finally come back. However, this was not the case, because when I tried to qualify for a mortgage for a home purchase XX/XX/XXXX, I was notified of the {$44.00} that Bank of America claimed that I owed, and, since they could not collect ( since I did NOT EVEN KNOW ABOUT IT ), they closed the account ( AGAIN ) XX/XX/XXXX with derogatory remarks, which caused my credit score to go down again! I am upset with Bank of America because there was never any notification of this unpaid interest when the account was closed. Additionally there was the misleading letter that was sent to me that indicated that I did not owe anything, since the account was " paid in full ''. I called the Bank of America recovery department and they were not apologetic to my case, and even mentioned that there is no communication between the active loan department and the charge-off department, so therefore consumers are not educated on the fact that there COULD still be monies owed, even if the account is closed!! This issue is basically preventing me from being able to purchase a house for my family, and this foreclosure happened FIVE years ago!
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

2016-12-06

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: In 2013 a XXXX male approaced me an manipulated me an pressured me into the bank of America on XXXX XXXX XXXX he then placed a fake check into the ATM with drawing over two hundred dollars then he ran away my accounts were then closed Ian a victim so please clear this up so I can open account again thank u remember I am a victim of fraudulent acks
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

2016-12-06

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We/our client have been unsuccessful in a loan modification process that we have been attempting since XXXX 2015. We have submitted each and every request to Bank of America to no avail. We have provided documentation each and every time it has been requested and can not seem to get confirmation of documentation ( because there is an active cease and desist on the file due to litigation ) along with opposing counsel continually requesting the same documentation over and over only to consider they are not forwarding to their client 's for review. Our translation of the guidelines support that we are to have a dedicated individual reviewing the documentation and open communication re : same. Litigation is still continuing and we are not getting anywhere with the review.
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

2016-12-06

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: On XXXX XXXX, XXXX Bank of America directed at least XXXX of their third party agents to contact me via email to solicit a reapplication for XXXX Programs. This contact is harassing contact in scope and nature as well as an unfair, poor and deceptive practice. I have a long standing election prohibiting third party contact and email communications as evidenced wiithin the Bank of America borrowers Home Loan Modification Status iportal. Once again Bank of America continues to ignore stated requirements regarding the handling of my private, personal, and financial information including, but not limited to, my private email address. After making representations of receipt of multiple requests for mortgage assistance XXXX Bank of America has made yet another solicitation for another reapplication of XXXX through third party agents. This solicitation is not only negligent on the part of Bank of America, it is fraudulent as a reapplication request for mortgage assistance after I have already been granted XXXX Modification Program XXXX XXXX XXXX more than three ( 3 ) years prior would restart the loss mitigation process that began more than four ( 4 ) years ago and is still pending and incomplete to date as a matter of law. Furthermore, Bank of America complains about multiple and incomplete XXXX submitted resulting in denial of XXXX XXXX, but continues to solicit additional XXXX when I have made clear I have no intention of restarting the application process for mortgage assistance as this would make moot any and all previous granting on appeal of a XXXX XXXX and XXXX XXXX trial payment plan ( TPP ). Just to be clear, a reapplication request for mortgage assistance is XXXX of XXXX ways an approved, qualified, and eligible borrower can be made ineligible for the requested mortgage assistance. Therefore, Bank of America is engaging in unfair, poor and deceptive practices and tactics meant to coerce, threaten, bribe, intimidate, and instill the fear of homelessness or worse. Bank of America refuses to deal with me in good faith, with honesty, and within the limits of the law including, but no limited to, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the California XXXX of the California XXXX XXXX XXXX XXXX through XXXX, and the California XXXX. On XXXX XXXX, XXXX I contacted the single point of contact ( SPOC ) and informed the currently assigned customer relationship manager ( XXXX ) that no third party contact and email communications are to be made and to refrain from such in the future in accordance with the long standing elections present on this home loan mortgage account unassociated with the Notice of Default ( NOD ) per the Bank of America XXXX XXXX, XXXX representations including, but not limited to, there is no principal balance related to the XXXX Deed of Trust. Bank of America, having consistently employed harassing and threatening tactics throughout the loss mitigation processes have made evident the crossing of the line into the land of racketeering business enterprise dealings and relationships with bribery and fraud. It has already been determined Bank of America distributed gift cards to their employees, representatives and third party agents who engaged in fraudulent activities during loss mitigation processes including, but not limited to, modification and foreclosure processes. I did n't default on Bank of America. Bank of America defaulted on me.
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

2016-12-06

San Jose, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I recently applied for a HELOC from Bank of America since I have been banking with them for over 22 years. I joined XXXX Bank in XXXX which is bought by BOA in XXXX. I was expecting a concierge level support since I have been Banking with them for a while and to my dismay my experience have been the worst ever so far. I clearly told the BoA rep I was trying to refinance my existing HELOC from XXXX Bank which had a loan to value of 80 %. I was told that as long as I have credit score over XXXX and the value of property is above 950K that should not be a problem. I have been assigned to a processor called XXXX and we have been playing phone tags for last 4 weeks and never had a chance to get hold of her. I have spoken to multiple customer care reps last few weeks and I am hearing the different stories from them. I even escalated to a supervisor twice and they promised that he will expedite handling of my file which is a complete lie and I am extremely frustrated about the way they handle my file so far and I wasted so much time talking to BOA on the phone and ca n't get anything done. Appraised value of my property is XXXX and my credit score over 730 and I got this letter from BOA America stating that they ca n't refinance my existing Heloc and my application got rejected. When I talked to supervisor called XXXX she told me that they have a counter offer of 75 % LTV and BOA rep will follow me. When I spoke to BOA rep called XXXX he told that he ca n't even consider 75 % LTV and maximum they can offer is XXXX due to too many inquiries in my credit report and some late payments back in XXXX time frame. I explained to BOA rep that I have been shopping for a mortgage for a while and due to that I have some inquiries from other Banks which was not converted to loans. I also told them late payments were due to short sale due to an extra ordinary circumstances back in XXXX and explained to BOA rep none of previous banks denied credit due to this issue and XXXX and Credit unions offered me 80 % LTV Helocs in the past after completing 3 years of short sale and I never had a pleasure to bank with them over 22 years similar to the way that I have been Banking with BOA. I am very familiar with Helocs since I had atleast 10 of them for last 20 plus years and BOA did n't have a courtesy of asking me what went wrong back in XXXX. Instead they flatly rejected my original offer and the story keeps changing every time I spoke to BOA rep.
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

2016-12-06

Florence Villa, FL

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 non-monetary relief

Disputed: No Timely Response

2016-12-06

Wonder Lake, IL

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Complaint: I refinanced my home equity line of credit with Bank of America in XX/XX/XXXX. This year they contacted me to advise that under a new program I can qualify for a lower interest rate. I applied. In XXXX they advised that they were not able to approve the application because " loan to collateral value ratio exceeds lending guidelines ''. Verbally I was told that I could qualify for {$40000.00} less then my present balance. I assume they are saying that my house went down in value at least {$40000.00} in XXXX year since they refinanced me in XX/XX/XXXX. The property was reassessed for XX/XX/XXXX by XXXX XXXX XXXX, and the assessed value increased by thirty-three percent ( 33 % ) since the last reassessment. I write to Bank of America on XX/XX/XXXX, to request information as to how they can justify their determination. To date I have not received a response.
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

2016-12-06

Knoxville, TN

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: My mortgage payment in XX/XX/XXXX was refused an sent back to me because i had XXXX late payments and they wanted them in full, so after going through a separation with income loss in in late XX/XX/XXXX I lost my job of XXXX years and i have applied for help with this bank roughly XXXX times in the last 6 months only for them to never accept XXXX packet as being completed and able to work it out. No XXXX packet has ever been sufficient for these people. Its a FHA loan so by law they have to offer me a way to save my home.. Since then my daughter started receiving social security and i am self employed, none of those documents have been sufficient. My house sold on XX/XX/XXXX and the bank did not notify me of any kind of sale date or that it in fact had been sold nor have i been given a fair chance to qualify for any programs designed to help me being a single mom. They have been nothing but poor in communication and with keeping me informed of whats going on. My csr changes more than the seasons so no one ever knows whAT IS GOING ON
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

2016-12-06

Carmel, NY

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

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