Date Received: 2023-12-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My card number was stolen/compromised ( not the physical card ). I tried calling BOA on XXXX to request a replacement card. The associate sent a code to my cell number, and, unfortunately, as I was going to retrieve it I accidentally hung up the call. I immediately called back. The same thing happened. I have a new phone and have limited abilities in my arms ( XXXX ). The third time I called they said to use the mobile app. I said I couldnt because XXXX XXXX and did not want to incur fees, but I had multiple verified numbers on my account that could be attempted. I asked to speak to a supervisor. The supervisor hung up the call on me. I bit the bullet and called through the app. I have the number to prove it, as the automated system dialed for me and dialed additional numbers to the regular BOA number as well. The lady immediately answers the phone saying I need to call through the app. I told her I did that, and she said I did not. I let her explain to me how to call through the app ( the same exact thing I had just done ), hang up and call again through the app. The person then says that I have not called through the app and need to visit a branch in person with XXXX forms of ID. This would be mildly OK, although still incredibly discriminating towards people with XXXX, except for the fact that I am currently abroad in the XXXX and will not be home for months. I gave it a break and called back in a few hours. The man I spoke with was kind and said to call back in 24 hours and they would be able to try to authenticate with another number on the account then. I did that, and the lady says I need to go in person. She then says she can not authenticate the other numbers ( for absolutely no reason ) and says to call through the app or try again in 24 hours. The absolute JOKE is that BOA has locked my online account, so I CAN NOT LOGIN TO CALL THROUGH THE APP. When I asked to speak to a supervisor, the agent hung up on me again. They are absolutely refusing me service, withholding account information, and potentially opening me up to further fraud because I have absolutely no idea what is going on with my account. They refuse to authenticate my account through my email address or other phone numbers THAT BELONG TO ME that are registered on my account, through my billing address, full name or social security number. They tried authenticating my account ONCE and then proceeded to completely lock and kick me out of MY OWN CREDIT CARD ACCOUNT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18020
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Monday XX/XX/. Attempting to make a deposit. Only 2 tellers working, limited assistance from other staff. Wait time is completely unacceptable ( up to 12 customers waiting in line; several got frustrated and left ). Bank of America consistently has terrible customer service. U.S. consumers deserve better. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37129
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My father passed away XX/XX/XXXX of 2023. Acting as my moms power of attorney. I tried to transfer all my fathers accounts into my mothers name as she was the beneficiary. Merrill and Bank of America have continuously drag their feet on assisting me to transfer these funds to my mother. Furthermore, they have omitted Crucial documents that need to be signed. I have dealt with several notaries trying to resolve their ongoing requests. They appear to be dragging their feet so I do not transfer my moms IRA to a different banking institution. They are rude and I feel they have done my mother and my father a great disservice. They continually sit on documents and delay my withdrawal of funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX I was called with a cloned Bank Of America number with a scam representative who convinced me that someone was using my debit card information to make 4 purchases. They said it would not show up on my account as it has been flagged but I needed to assist them with the cancel of the transaction via XXXX by entering the amounts starting with XXXX. The total turned out to be XXXX dollars that I sent via XXXX unbeknownst that it was a scam. I then called the real Bank of America 2 hours later because i was at work prior and asked them to double check. The worker said it was a scam and asked for the details and verified that I was scammed. They then said since the scammer is within network I should be able to get my money back. On XX/XX/XXXX they denied my case and told me to contact the person that I sent the money to. I have never met said person since it was a scam so how could I contact them? It was very rude and unexpected since I have been a customer for 14 years and never once have I had to ask Bank Of America for help. on XX/XX/XXXX I called to ask about my case and it was resubmitted for review then denied once again after a few days. I went to Bank of America in person to ask if I am following the proper protocols for fraud and scam and they said yes, but they can not do anything because I technically authorized the payments on XXXX. I told the employee I understand that but it still was a scam. I would never intentionally send a stranger such a lump some of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06811
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently received temporary letters of administration for my father 's estate in XXXX XXXX, the estate of XXXX XXXX. Residing in XXXX, I was required to open an estate account within XXXX XXXX XXXXXXXX. Representatives from the XXXX, XXXX branch of Bank of America, including the Financial Center Manager, assured me they could facilitate this. They mentioned a memo about their ability to open accounts in another state. On XX/XX/, I visited the local XXXX branch with all necessary documentation to open the account. The branch representatives confirmed they could provide online banking access, enabling me to manage estate liabilities and receive rent from estate properties. I deposited a cashier 's check for {$1000.00} into the new account. However, upon returning to the branch on XX/XX/, I was informed that while the account had been opened, XXXX XXXX legal advised that they could not provide online access or check-writing capabilities. They restricted the account to deposits only. I explained the misunderstanding regarding court documents, emphasizing that distributions from the estate require a court order, but liabilities, as per estate law, must be paid from the estate account ( opened with an estate EIN ). This distinction seemed lost on them. I facilitated an email communication between XXXX XXXX and my XXXXXXXX XXXX estate attorney, who expressed surprise over this issue, having not encountered such in her 15 years of practice. The attached email correspondence details this interaction. Consequently, I traveled to XXXX XXXX and successfully opened an estate account with XXXX, complete with online access and a debit card. Similarly, XXXX XXXXXXXX XXXX opened another account with checking privileges for me. After returning to XXXX, I contacted the Bank of America branch manager via email to close the account and transfer the funds. They responded that a court order is required for this action. This situation is particularly frustrating as my XXXX XXXX attorney 's fees are {$500.00} per hour. Bank of America 's insistence on a court order to close an account, which they initially claimed could be opened in New York from XXXX, is unreasonable. They currently refuse to release the funds to the estate. Attached are the court documents, instructions from my estate attorney, and the Account Rates Review from Bank of America detailing rates in XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63052
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Bank of America froze my account and closed it, but has not given me any of the XXXX XXXX that were deposited in it from my direct deposit and bonus from work. They admit the money is there, and is somehow under investigation ( even though I had previously informed them of some oddities in my account and given them a link to a police report. ). It has been held since XX/XX/2023 and no one will do anything to help me. Ive since lost my car and am under eviction as a direct result of Bank of Americas actions. On top of this, they send me a monthly statement telling me how they took out their XXXX account fee talk about infuriating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95138
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Bank of America keeps denying my claim for XXXX that my lil brother admitted to me before his passing that it was him who stole the funds and keep denying my claims
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: While being in my bank account information i saw a different address where i do not live nor is it my mailing address I left it alone. A few days ago i get my credit score and i see that it went down a good amount i pay in time and have not had any problems what so ever until i see that i have 3 hard inquiries and thats why it went down. I would like this inquiries away because I didnt start any applications and havent opened one. This will not allow to get a mortgage and im looking into this but with the inquiries still there it wont be much of a help. I have already reported to identify theft. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
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 was transferring money from my XXXX XXXX checking account to Bank of America to be ready for a big withdraw, which I was not sure the amount, so I was sending it over XXXX weeks to build up a balance. I got a text about XXXX of the transfers and confirmed via text. I thought this text was about the transfers I was making into the account so I confirmed. Come a couple of weeks later I have the withdraw coming in and I go to check my account and there is no money and the withdraw fails. I locked my card and called BoA and they put in a transaction dispute for a merchant that as soon as I put money in would empty the account ( that's what it looked to me ) Bank of America refused to provide provisional credit and said the investigation is due to close on the 10th day, which is conveniently when by law they have to provide me the credit for the dispute. I have two other dispute pending with them for around {$300.00} they did give me credit, and that was due to their own incompetence for giving my credit info to a blocked merchant TWO TIMES after I had issues with said merchant and they " blocked '' the merchant. So to me it looks like they will not give me credit for the dispute and are looking to close the case against me, possibly because of the two other disputes I already have, which was THEIR FAULT for giving a blocked merchant my new card info. My account over drafted and i have about {$1500.00} missing and bank of America does not care. Going by the last two dispute they may as well give my new card info to the merchant that my compromised card was used to take over {$1500.00} usd
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am writing to express my extreme dissatisfaction and frustration regarding the lack of response and cooperation from the creditors in validating the debt associated with the accounts listed below. This matter is of utmost urgency, and your blatant disregard for providing the necessary documentation is unacceptable. Despite my repeated attempts to seek validation of this debt, your organization has failed to provide any satisfactory response. What is particularly distressing is that, upon reviewing my credit report, I discovered that this account is erroneously marked as a charged-off account with an outstanding balance. This misinformation is damaging to my financial standing and creditworthiness. BANK OF AMERICA , N.A . XXXX. I withhold my consent for electronic communication and explicitly request that all responses be conveyed in written form through the United States Postal Service ( XXXX ). I am the primary complainant in this matter, and I hereby grant full authority to the Consumer Financial Protection Bureau ( CFPB ) to thoroughly investigate and address this claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95746
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A