Date Received: 2023-12-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I made a purchase on or about XX/XX/2023 from XXXX ( merchant ). After receiving all the merchandise from my order, I started the return process per the company 's instructions. I exchanged several emails with XXXX 's customer service representative over regarding the return and was told " Please DO NOT ship until we have authorized and shared return instructions. Otherwise, we will not be able to process the refund for you at all. '' They never sent the authorization even after I requested it via email. I filed a dispute with my credit card company Bank of America which was denied after five ( 5 ) months of back and forth escalations. I provided approximately 46 pages of documentations, specifically addressing their two ( 2 ) reasons for denying my claim. I even spoke to the VP of Claims and while she agreed that I had met my burden of proof, because XXXX could not retrieve the funds from XXXX, there was nothing they could do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14228
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Bank of America is using my home address for what appears to be a fake account, I do not have an account with BOA. In addition to BOA using my home address for this account the name on the account is XXXX ( XXXX XXXX ). I've been in contact with a CEO of XXXX XXXX located in XXXX and they do not have a BOA account ; BOA has an account setup for XXXX XXXX sending statements/correspondence to XXXX XXXX . I've made several unsuccessful attempts to handle the matter with BOA and still get a statement/correspondence every month sent to my home address since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I wasn't aware that I could dispute an ATM transaction until I first reported it on XX/XX/XXXX wherein I emailed a compiled list of the transactions I needed to dispute. I received a response stating that Bank of America ( Prepaid Services for California Unemployment benefits ) did not accept disputes in this format and they had to be phoned in and reported that way. I had contacted them twice before I was finally able to initiate the claim ; the third time when filing the disputed transactions, I had a friend assist me with the process both to witness to the fact I was filing and confirming the totals and individual amounts ; this was so it could be verified later if need be. There were two different card numbers affected with ATM transactions I did not make and was summarily denied on both cards for ALL transactions, totaling over {$6000.00} over the period of several months in XXXX. When I learned of this denial upon contacting Bank of America Disputes, I requested the documentation they relied on to make their decision about the claim and did not receive it because they sent it to the wrong address. I contacted them yet again when I hadn't received this documentation and they stated they had sent it to the original address under which I open the account. However, I had changed that address with Bank of America as well as the EDD prior to filing any disputes and I can prove that they had the correct address ( which is XXXX XXXX XXXX in XXXX XXXX, MI XXXX ) because they sent the card which is currently in my possession to the aforementioned address and I received it there. I have NOT changed it back and furthermore provided the MICH address when filing the claim, as well as they having the correct address on file in order to send the card and other statements/documentation there ; regardless, they sent the documentation they relied on to the wrong address. I had to contact them three times before finally receiving it at the correct address today. I further contacted them for a reconsideration explaining that there is no way they could have proof of these not being fraudulent as I did not authorize or make these transactions. Upon reviewing the documentation they provided ( which I thought would have to be some conclusive evidence to determine that I did not authorize the transactions in dispute ) but all I received was 3 pages of transaction history with no explanation as to why this was sent, how a simple history which I can view at any time online ( as could they ) could possibly be the entire basis for determining that these transaction did not qualify for refund of the lost funds which were directly associated with the disputes. I am still at a loss as to how BOA could use a mere transaction history to prove anything other than transactions were made and I don't dispute that those transaction appear on the account history. I dispute the transactions I did not make and listed this on two different disputes : The reason for two is only because there were 2 separate cards over the period of time of the disputed transactions. One replaced the other as it was lost. I agree that I used both cards during the same period of time as the disputed transactions and I am unsure as to whether the card was cloned, that someone close to me had periodically used my card to withdraw money, or if it was done using a duplicate card created from phishing or whatever else there may be and I was expecting to see in the documentation images, PIN 's, or some other conclusive evidence to prove that I made these transactions ; otherwise it stands that my claim is accurate and my disputes should not be disputed without relative evidence provided by the dispute department or law enforcement to the contrary. It has been frustrating to say the least to go through this process thus far and not be able to speak with anyone doing the investigation ; only representatives who are not aware of their procedure or the protocol of " back room operations '' as they refer to it. I would provide more accurate dates and amounts but my proofs and file on this was compromised in a fire in my RV last month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX, an employee of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I opened a bank account in Bank of America, XXXX XXXX XXXX XXXX XXXX Title of account : XXXX XXXX XXXX XXXX XXXX ( Checking Account ) advantage plus Issue : Unauthorized transaction of {$2700.00} plus {$81.00} bank transaction charges on XX/XX/3 Reason : Someone steel my debt card during the travel from XXXX XXXX XXXX The unauthorized transaction made in XXXX by the hacker/fraudulent by using the stolen debt card. Action taken : Immediately called Bank of America fraud detection branch on helpline. Bank Response/Result : I received the message by Bank of America ''Complain resolved but Not Paid '' Details are attached. Please see the attachment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I was looking for a puppy for XXXX to my kids, I saw on XXXX a business page named XXXX XXXX XXXX puppies for adoption. I sent a message for more information, and this person contacted me through XXXX. She sent me pictures and videos and information about the process and the total cost, including delivery. At first, this person said her name was XXXX XXXX and said her business was located at XXXX XXXX XXXX XXXX TX XXXX also asked for a registration and processing fee of {$270.00} that could be sent by XXXX to $ XXXX or by XXXX to XXXX XXXX to XXXX which I sent through XXXX from XXXX Bank of America account on XX/XX/2023. A few days after I received pictures of an envelope with documents inside it was supposed be the change of ownership documents, she asked for my information for the delivery and asked for the rest of the cost which was {$270.00} more, it could be sent by cashapp to $ XXXX to a person named XXXX or by XXXX to XXXX XXXX XXXX which I sent through XXXX from XXXX Bank of America account on XX/XX/2023. A week after this person sent a video about the puppy and asked for the rest for the delivery, I sent it through XXXX from my Bank of America account on XX/XX/XXXX the resting amount of {$180.00} to XXXX XXXX, or XXXX XXXX to XXXX. I was contacted by text messages by her supposed husband named XXXX XXXX, he said the delivery agency they were using was not working out to send the puppy to my address so they were planning to used XXXX for the delivery. This was what he sent and said that they were asking for a kennel and extra charge of {$350.00}. At that point I noticed it wasn't right. I told him what I was thinking they were scamming me. They have been sending me messages from this phone number, and from messanger through XXXX XXXX XXXX facebook page which now she said is her name asking for more money to deliver the puppy. I went through her page and comments on other pages and notice this person is also scamming people from the business XXXX page named XXXX XXXX and XXXX XXXX puppies for adoption and rehoming.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78550
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I had lost a phone and wallet when I was moving out of town. I later found it was my old roommate. Whom had resetly passed Away and I had sent and faxed all supportive documents to the bank and still haven't received anything from them but another complaint filled and this has gone on way to long. I need the money I never received and this is not fair. I disputed transactions and put in complaints and it's just not fair or going anywhere. I put in my XXXX the times I contested the description for them saying I let someone use and steal my XXXX money so they denied my dispute when that Isn't the case and I don't have anything from them to backup there desition on my account. Just need to get what's owed to me and I can be done with this headache. What time and gas, phone calls and hours on hold to be once again back to square one and there rebutle was we haven't received anything from you staying my case and supporting evidence hasn't been received after XXXX faxed and XXXX plus hours on phone to have the excuse that there are no supportive documents to grant money to me. Don't know. What else I can do to get what I never received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93101
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have maintained a Bank of America credit card since XXXX and they have always mailed me a statement of my account by US mail when I used the card. On XX/XX/XXXX, I charged the amount of {$17.00} on the card. On XX/XX/XXXX, I received a notice from my bank that my credit report reflected a late payment. After researching this " delinquent payment notification '', I discovered that there was an unpaid balance on my Bank of America credit card. This notification also dropped my credit score from XXXX to XXXX. I never receive a billing statement from Bank of America in the mail for this charge. When I called Bank of America about this unpaid balance they told me the statement was emailed to an old email account that I don't regularly check. Without my knowledge, or consent, they changed my account to " paperless billing ''. I have since paid 100 % of the balance ( including interest ). I also called them to have them retract the delinquent payment notification to the credit agencies and they have denied my requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I am writing to bring to your attention a distressing incident that transpired during my recent visit to one of Bank of America branches on XX/XX/XXXX @ XXXX EST. I attempted to withdraw funds in the amount of {$1000.00} from my XXXX XXXX XXXX XXXX # XXXX from the ATM located at XXXX XXXX XXXX, XXXX XXXX XXXX. Unfortunately, despite completing the transaction, the machine did not dispense the requested amount of cash. So, I immediately went into the branch and advised the tellers, including the BANK OF AMERICA greeter, which informed me that the transaction is JUST PENDING and should fall off before posting, and/or settling. So, I called XXXX XXXX while I was at the branch and the representative advised me that the transaction was approved for BANK OF AMERICA. To compound the issue, my XXXX XXXX XXXX account was still debited for the amount of {$1000.00} plus the {$3.00} ATM FEE ; I attempted to withdraw. This situation has caused considerable inconvenience and financial strain and Bank of America is NOT WANTING TO REFUND ME MY MONEY. XXXX XXXX provided proof it posted and was approved and told me to take to that branch to get refunded, but there was no luck. I trusted in Bank of America 's commitment to providing reliable and secure services, and this incident has eroded that trust. Bank of AmericaXXXX XXXX me as if I was not holding any Integrity, when they knew their ATM was having issues. Granting, other consumers that used the ATM right after me, had issues as well. I left a review on their webpage, which has since been removed. Again, I have already contacted Bank of AmericaXXXX and XXXX a complaint, but as of today, XX/XX/XXXX, there has been no resolution or reimbursement of the deducted funds. XXXX XXXX XXXX website shows where other consumers are complaining about having the same issues with Bank of American XXXX. This should not be pushed under the rug during economic hard times. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Please refer to complaint # XXXX. this message is to advise the CFPB that Bank Of America has not contacted me since the last time they called me to inform me that they had already paid 2 of the fraudulent checks for {$4500.00} each with a total of {$9000.00} as well as an amount of {$3500.00} that was stolen from my checking account. However, they still have NOT PAID for 2 more transactions, one is for another fraudulent check, A THIRD ONE, for {$4500.00} and an authorized withdrawal for {$130.00}. When I realized that they have not paid such Transactions and I had not heard back from them in 2 weeks, I decided to call Bank of America at the phone number they provided ( XXXX ) where I called multiple times and left Multiple messages with XXXX and XXXX the BofA Employees in charged of my case. to be exact I Left a total of 5 messages and they have not called me back nor returned my messages in over 2 weeks. It seems to me they don't want to pay for the other 2 transactions of {$4500.00} and {$130.00} that they still haven't paid for. and they are waiting for the 60 days to pass and expire which makes me very nervous and unhappy! Please see attached documents 3 checks not 2 ) I also called CFPB and spoke to Blanca about this situation but she advised me to wait till the 60 days. I have had many negative experiences with Bank of America in the past and I just don't trust the bank anymore! I NEED YOUR HELP TO RESOLVED THIS PLEASE!!! Sincerily, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85629
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I submitted a claim on Thursday XX/XX/XXXX. I was then sent to the fraud department and the fraud department told me I would have my funds back immediately that day well on Friday XX/XX/XXXX, I did not have my funds back so I made another call to Bank Of America and was told that they put in an escalation and I would have an answer later Friday afternoon. I called Bank Of America back because I had also requested a supervisor call me and no one ever called me and the second person I spoke to on Friday told me that an escalation was never submitted. They submitted finally, and escalation Friday afternoon which shouldve been completed by Tuesday XX/XX/XXXX. The escalation was not completed by Tuesday when I spoke to someone so they submitted another escalation. Well here we are Wednesday XX/XX/XXXX and I called and no one ever filed the escalation from XX/XX/XXXX like they said they did and I still dont have my money back. every person I talk to from the bank gives me a different answer. Every person who says they did something for me ends up not doing it and I just keep getting the runaround.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A