Date Received: 2023-12-17
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Bank of america/edd I am got the first car that they send to me I wait for about twoXXXX morning, XXXX XXXX XXXX XXXX XXXX XXXX XXXX I call to bank of America Customer service And file dispute I call to check on my dispute status update and they told me still in progress.and I be waiting for the about almost 3 years already
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/XXXX I was finally able to get bank of America to issue me a working debit card so I can finally access my XXXX XXXX XXXX. I was able to spend about half of what monies was in the account. Bank of America had me go to the bank multiple times to verify my identity and now the bank says I can no longer access my funds. They have not told me of ways I can access the account. Also the XXXX XXXX is expecting to get new cards issued by another bank and says we can request a check for remaining funds through bank of America in XXXX of 2024... I can not wait that long and need the funds now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 937XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: We live in the XXXX XXXXXXXX XXXX in Minnesota. My family was a victim of a scam. My wife was brainwashed for XXXX weeks and told to send all our savings to an unknown account. It was a huge loss for our family with XXXX XXXX kids. We reported to our bank a few hours after the transaction ( XX/XX/XXXX ) and the bank told me after 20 days that the funds can not be recovered. The main reason I would like to file this report is that the current Standard Operating Procedure ( XXXX ) for dealing with scam crimes between banks leaves time for the criminals to exploit vulnerabilities and execute their fraudulent activities with calculated precision. XXXX main factors from my case : ( 1 ) the Scam Victim Acknowledgment document needs more than 24 hours to get to the victim via email ( if using regular mail, it will take more than 48 hours ). The receiving bank needs to receive this signed acknowledgement document to freeze the recipients account. ( 2 ) XX/XX/XXXX was XXXX, many people working in the banks were out for the holiday. Criminals may use this holiday window plus weekends and the reaction time of the XXXX banks to successfully complete crimes. I hope some action can be taken to prevent something like this from happening to other victims of scam. Here is what happened to my family. On XX/XX/XXXX, XXXX XXXX received a few calls from XXXX customer service ( It was a part of the scam ). The agent was a XXXX speaking person ( our family is originally from XXXX ) saying that XXXX XXXX personal information was stolen. Another person in XXXX used her information to apply for a credit card and had purchased a lot of things, some of them were with a XXXX payment plan. My wife should contact a local police department in XXXX. It was in XXXX XXXX, XXXX XXXX. My wife was suspicious but still wanted to make sure. She googled the phone number of that police department and called to report the XXXX issue. The police officer over there ( also a scam, they were able to transfer calls from my wifes phone to their number. That is, you think you called the police department, but your phone call was transferred to another number ) told her that she was involved in an international child trafficking case ( did not care anything about the XXXX case ). Her information had been used in XXXX bank and the XXXX XXXX Police XXXX had been investigating this case. My wife was XXXX of the suspects that they had been secretly following. They also told my wife our familys travel records, even websites we visited in the past year. My wife started to believe this case was real. All of sudden, another police officer made a loud announcement in the background that they needed to arrest my wife immediately. My wife was terrified and deeply believed that her personal information was stolen and used in this child trafficking case. She agreed to cooperate with the investigation and agreed to keep this secret without telling anyone including myself ( her husband ). Then for about 3 weeks, she reported her daily activities, sent photos of her, facetimed with the police officers. My wife still has the chat history and the XXXX ( for facetime ). They usually chat with the web camera off, just occasionally used the camera to show themselves in an office with uniforms, but they all wore face masks. They asked my wife to report our savings in our bank as well as XXXX. A XXXX investigator expressed that if my wife followed what was told, he could help my wife to proof that she was not related to this child trafficking case. On XX/XX/XXXX, they showed an arrest warrant to my wife, and she was totally terrified. They asked my wife to transfer all the money in our bank account to a XXXX bank account with a New Jersey address, saying this person was an undercover detective and this account was associated with the XXXX XXXX XXXX XXXX XXXX XXXX ) of XXXX XXXX. They needed to make sure these funds were not related to the child trafficking case. My wife went to a Bank of America and wired $ XXXX to the XXXX account between XXXX and XXXX on XX/XX/XXXX. When I came home from work that day at about XXXX, my wife cried and told me the whole story. I was totally shocked, and my brain was empty. I told her that it was a scam. She still believed by doing this she would not be arrested and still being able to be with me and the kids. She still believed in after 2 weeks XXXX will return our funds. After helping the kids with dinner, I called Bank of America ( BOA ) to report this issue and asked for the cancellation of this transaction. It was XXXX. The bank agent told me that they can not stop the transaction, but a recall request was sent. I will receive and sign a scam victim acknowledgement document, so that BOA can send to XXXX to recover the funds. The BOA agent also told me that the funds may come back to my account soon because a recall was sent, sounded like they have confidence that they can recall the funds ( I called BOA a few times to get updates about this case, all but the last one told me that they should be able to do so. The last one only said they could not recover your fund and will close this request ). I also called the police department in my town. An officer documented this case and gave me the case number and told me to contact her the next day for any updates. The officer was concerning whether there was any loss. I felt like she was also optimistic about getting the funds back in a day or two. However, there are two factors here as I mentioned in the beginning of this report : ( 1 ) the Scam Victim Acknowledgment document needs more than 24 hours to get to the victim via email ( if using regular mail, it will take more than 48 hours ). ( 2 ) XX/XX/XXXX was XXXX. BOA might not send the signed Scam victim acknowledgement document to XXXX that day ; if sent, XXXX bank might not process the Scam victim acknowledgement document right away. In addition, many people working in the banks may be out of the office for the holiday. Moreover, there was a weekend one day after the XXXX holiday, which may further delay the processing in the bank. This gives time for the criminal to successfully complete the crime. Here is the timeline of my case : XX/XX/XXXX XXXX : My wife went to BOA to transfer the funds from our account to the fraudsters account. XX/XX/XXXX XXXX : I reported to BOA XXXX local police, FBI XXXX federal trade commission ( FTC ). I also called the police in XXXX XXXX. They told me that they wont do anything until the local police from MN contacts them. I called XXXX customer service, they said they wont do anything unless law enforcement interacts with their legal team. XX/XX/XXXX XXXX XXXXXXXX : We received a message from BOA that our transaction was debited to the fraudsters account. XX/XX/XXXX XXXX : I received the Scam Victim Acknowledgement form from BOA in the email XX/XX/XXXX ( XXXX XXXX ) XXXX : I signed and emailed the Scam Victim Acknowledgement form back to BOA. I called the fraud department XXXX XXXX bank. I was told that they could not help me over the phone ; I had to visit a local bank branch and talk to an agent on XX/XX/XXXX XX/XX/XXXX XXXX : I went to a local XXXX bank near my house. The bank agent who worked there contacted the fraud department and told me that as soon as they received the acknowledgement document from BOA, they will freeze the recipients account. I also called BOA and confirmed that they had received the signed Acknowledgement document and sent it to XXXX. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I called BOA on these days and was told no updates. One agent also told me that the funds needed time to show on the recipients account and on XXXX day, the recipient can not do anything through the bank because of the holiday. So it was highly possible to recover the funds. XX/XX/XXXX XXXX : My wife and I went to XXXX bank again to get some updates. Like last time, they couldnt disclose customer information but told us that the fraudsters account has been frozen since XX/XX/XXXX ( did not disclose what time ). XX/XX/XXXX XXXX. I received an email from BOA with a document saying the fund recovery was not successful. XX/XX/XXXX XXXX. I called BOA and was told that the recovery was not successful because there was no fund in that account. XX/XX/XXXX, XX/XX/XXXX I called the local police department and the officer who was in charge of my case was out. XX/XX/XXXX : I reported to the same officer again about the loss. It seems like this time my case was taken more seriously and this case will be sent over for investigation. I dont have any information from BOA XXXX XXXX regarding when the funds were moved from the fraudsters account. From this timeline, it tells me that the funds were already gone between XX/XX/XXXX and XX/XX/XXXX, or even on late XX/XX/XXXX. This whole process makes me feel quite helpless and upset. I admit that the starting point was my wife being brainwashed and authorizing the transaction. After reporting this scam, both BOA and the police XXXX gave me the impression that the funds should be able to recover. Not a big deal. However, it failed eventually. I feel that at several points the XXXX banks could prevent this from happening. It takes too long for BOA to send out the scam victim acknowledgement document for the victim to sign and send to the receiving bank. When there is a scam, there is no quick response mechanism between banks, e.g., temporarily freeze a susceptible account and give time for investigation. It also took a long time for XXXX bank to inform BOA about the failure to recover the funds. After 20 days, the police wont be able to react to this crime quickly. I am not sure whether there is an investigation within the XXXX bank regarding whether the fraudster uses fake or stolen identification for this account. Because of this delay, law enforcement will miss the opportunities to quickly identify the fraudster and protect more people from scams. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55347
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX of 2023, I submitted a payment of {$100.00} dollars to pay my credit bill. The {$100.00} dollars went to a closed Bank of America Card instead of my current card and payment. I called Customer Service twice during that time, and they said they would send a check. I never received a check. I contacted Bank of America by chat today, and the agent said they sent it to the address of the old card, and then ended the chat without resolving the issue. I have all my addresses up to date with Bank of America, and I always had. It was their error to put a payment on an old account, and then for some reason supposedly send a reimbursement check to an old address which doesn't make any sense because I am the only card holder and I don't know why they wouldn't send it to the address on file. I have tried three times to resolve this issue. They took XXXX dollars from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have Bank of America XXXX XXXX XXXX - ending in XXXX. Today I wanted to close the account. Chat option is not working. Tried calling XXXX - all the bot which even hearing my breathe is thinking that i am making an option. Long wait to talk to a real human being. Secured message center, one way communication. Only Bank of America can send the messages not me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was told, on a recorded line, by a MANAGER at BOFA that while I was STILL IN MY TRIAL MODIFICATION, nothing would be reported to the credit agencies, because I am STILL IN TRIAL MODIFICATION until the end of XXXX. I have NOT opted out of the modification AND I am covered by natural disaster protection as well. It is literally CRIMINAL that any reporting has been done. I PAID AS AGREED in XX/XX/2023 and have until the END OF XXXX to pay for XXXX. You have just created FAR more problems for BOFA as this will be added to a lawsuit since you have done so many illegal things since the HAMP denial to now. Lawyers field day. FIX THIS NOW as it is WRONG and not as agreed by BOFA for modification. CALL ME NOW! You guys are straight criminal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96761
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: On XX/XX/XXXX of this year, I received an email stating that my replacement debit card was sent to the wrong address. We updated our address months ago with Bank of America. Unfortunately, they forgot to update my debit card address. As a result, they sent my replacement card to the wrong address. When I called the Bank Representative, she told me that they were going to expedite my request, but that I would have to pay a {$15.00} fee to do so. The representative and her supervisor, understood that this was a bank error, yet there is no process to waive the fee even when they made a mistake updating my debit card address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: A fraudulent credit card may have been opened on my account and Bank of America refuses to take action or even investigate. On XX/XX/23, I attempted to log into my online account but could not because of a technical error with Bank of America where they can not send an SMS to my phone. They tell me to go to a financial service center with two forms of ID and then lock my account. But I am about to travel to XXXX for a month over the holidays. They refuse to help me and hang up on me. On XX/XX/23, I try again to log in online, and it asks me to verify the XXXX and expiration for a credit card that I do NOT own. I only own XXXX account with Bank of America, which does not end in those numbers. I call them again because this seems to be fraud. They refuse to investigate and tell me to go to a Financial Services center, which I can not do because I am out of the country. They hang up on me again. I now seem to have a fraudulent trade line on my account, activated and in use, and there is nothing I can do about it until I come home next month and visit a branch in person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: 2 times this year someone has opened up a checking account of Bank of America. They do nothing to help me. I can never get an account number until a random statement gets mailed to my Dads address. Then I have to call and get them to close. The third time it happened this year bank of America blocked for too many times
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I have been with Bank of America for XXXX years and all of a sudden they transfer my mortgage loan to XXXX XXXX company which is fraudulent activity because I was making the payments and for the year of XXXX they say that they never received any payments BofA and XXXX XXXX company is trying to foreclosure on the house somehow they neighbors no exactly what is going on at the address in XXXX XXXX Nevada some how it is people that are in my family and friends like XXXX XXXX, XXXX XXXX, they have been paid to lie about me also they have been going into my house without my permission, putting toxic stuff inside the pipes going in my address getting statements there is illegal cameras inside, listening devices, etc. my son XXXX XXXX could be XXXX XXXX. His father is XXXX XXXX my son XXXX only XXXX years of age I dont understand how my family participated with this nonsense but I guess for bribery somehow, and then bribed other family members and friends as well, its very disturbing all this to take my home. I guess Ill make sure that I go in for closure. I dont know. Ive been trying to do a mediation with the company and I havent been successful yet. Its so much stuff going on. Its very sad. XXXX XXXX is XXXX XXXX father. Its so much I just dont understand how this is legal to continuously tow target harass manipulate lie very evil, but with the help of family members and friends, or listening on the phone calls whatever people do would be the only way that you would fraudulently be able to do what youre doing and consistency. I feel like the friends that I thought I had known a whole lot plus family members like my uncle XXXX XXXX my dads brother this is very disturbing and I need help my XXXX older kids XXXX passed away XXXX year ago Im worried about the safety and welfare of my family at the above address pls help us
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A