Date Received: 2023-11-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This is a Formal Complaint against Bank of America Regarding Deliberate, Unjustified and Unwarranted Delay in Processing Refund Claims. These delays are now causing me severe financial hardship. This intentional failure by Bank of America not only contravenes established banking practices but also subjects me, the client, to significant financial harm and undue stress. On XX/XX/2023, I initiated two refund claims with Bank of America in the total amount of {$4700.00} [ Claim # XXXX {$2000.00} AND Claim # XXXX {$2700.00} ], pursuant to a transaction involving " Real Qualified ''. The Vendor, acknowledging the legitimacy of the claim, has promptly AGREED TO REFUND THE DISPUTED AMOUNTS. Documentation submitted to Bank of America, including the Vendor 's evidence of unsuccessful resolution of both disputes ; along with the Vendor 's acknowledgment and FULL INTENT TO REFUND. Despite the Vendor 's compliance claim and the conclusive evidence presented, Bank of America has intentionally and maliciously failed to process the refund in a timely manner, violating its duty to act promptly and in good faith under applicable banking regulations. In addition to the financial hardship, I wish to bring to your attention that I have called Bank of America 's Claim Department multiple times, nearly daily. Each time I call, I am informed that the " Back Office '' is responsible for resolving this matter. However, there is no available means to contact the Back Office directly, whether by phone, email, or mail. In light of the Vendor 's acknowledgement and the evidentiary support provided, Bank of America 's continued failure to process the refund constitutes a breach of fiduciary duty, a violation of federal banking regulations, and a breach of the duty of good faith and fair dealing implicit in the banking relationship. I respectfully request that the Consumer Financial Protection Bureau of the Currency conduct a thorough investigation into this matter, compel Bank of America to promptly process the refund, and take any necessary corrective actions to ensure compliance with applicable banking regulations. I appreciate your prompt attention to this matter and look forward to a resolution that upholds the principles of fairness, transparency, and consumer protection within the banking industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33016
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Victim of fake check.. I woke up one day to my mother BOA account getting charged for a fake check on my BOA account which was a joint account she put me under. I haven't used my personal Bank Of America account in almost 2 & 1/2 years. Me & my mother been trying to file claims, email the bank and call Bank of America which have a known history of owing people money and ridiculous fee charges which they don't even respond to emails or phone calls. Im making this claim because Bank Of America took funds out of my mother account that we need back. i am an victim of a fake check, which i stated early i haven '' t used my personal bank account in 2 & 1/2 years. my mother made a claim but she haven't got a update so i made one, hopefully you can get to this ASAP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07018
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am reaching out due to an ongoing issue I am having with Bank of America. Ive had a personal account, and I receive my direct deposit from my job directly to this account. However, when I tried to log in to my online banking I received and error message. When I called customer service, after spending almost 30 minutes being passed around the phone, they advised my account is being closed and they could not give me any information. The communication from the bank has not been clear and I have received conflicting information. I feel misled, taken advantage of and pushed to the side. This is unfair as the funds from my job are what I use to support my family. I tried explaining this to no avail. The way Ive been unfairly treated by Bank of America is completely unacceptable. I received a call from one of their reps advising that someone from the resolution department will call me in 4-5 business days and they provided the number XXXX. Today my direct deposit from my job hit the account but the funds are being held by the bank. I am a father of XXXX small children and the only source of income in my household. These funds are directly from my job with the XXXXXXXX XXXX XXXX and not the first time this direct deposit has been deposited to my account. When I tried calling the number mentioned above no one answers and when I called the bank in regard to the funds the information given is confusing, I am given the run around and they are neglecting my request for proper information. I feel I am being discriminated, not given proper accurate information and just pushed aside when this is a very important matter to me. I need the funds to be released and for them to allow me to access the funds or withdraw from the account. If they choose to close the account after that is fine but I need my hard-earned funds to be released to me immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10304
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX of 2023 I opened a business savings/checking account with Bank of America . The customer service representative advised that if I open the XXXX accounts and maintain a balance of more than {$1500.00} in my checking, I will not pay maintenance fees. I never really viewed my savings account and maintained over a {$100.00} balance in order not to be charged a maintenance fee as I was advised by the service adviser. When I recently checked my savings statements, I saw that they were withdrawing {$10.00} dollar maintenance fee every month, even though they promised that they would not. I went to the bank and they said they will adjust the fees back to my account and will refund all of it back in few days. I went to check the account and they only refund me {$10.00} for one month only and when I inquired about the rest of the fees to be refunded, they said they will not and thats based on their decision. I feel that they took advantage of me and lied to me at the inception of when I opened my account with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33326
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I sent a payment to Bank of America for my monthly payment in error on XX/XX/2023. It was meant for XXXXXXXX XXXX I realized this on XX/XX/2023 and inquired how I could get my money back since I always have a XXXX balance on that card. I was told my options were as follows : 1. Visit a branch office and do a cash advance and pay {$110.00} to borrow my own money since I have a {$3500.00} credit balance. I am not borrowing their money. 2. They would transfer the money back to my bank that sent the payment within 10 business days. I have yet to receive the transferred amount back in my checking account and the balance on the BOA card went to {$0.00} on XX/XX/2023. I called and spoke to a manager that told me they do not have my money and that they can keep it for 30 business days which has now expired.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I contacted my sponsor about account sponsor told me to contact Bof and tell them back date claim from further dates which they stated should have done with first claim they then addressed the claim back darting from XX/XX/XXXX tell XX/XX/XXXX how ever I was told by multiple supervisor I would receive my provision credit with in ten days so I made living arrangements because Im homeless however they did follow guidelines claim is one whole claim but it has been separated to look like many it un ethical for this matter to even take place fdic says my money is insured up to XXXX so where are my grantees from this bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91764
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I started a XXXX XXXX XXXXXXXX XXXX trial and cancelled shortly after due to the wife not liking it. It did not cancel. Appears hundreds of people are having the same experience. XXXX XXXX XXXXXXXX started billing me at the full price and continued to bill me for the following months below. The charges that appear are those that appear from my bank statement of credits and credit removals. ( They could not contact them either. ) Bank of America was requested to stop allowing the charges in XXXX, but did not. They have refused help performance of any kind. RE : Unlimited Cash Rewards Visa Signature XXXX XX/XX/16 XXXX XXXX XXXX XX/XX/16 XXXX XXXX XX/XX/16 XXXX XXXX XXXX XX/XX/16 XXXX XXXX XXXX XX/XX/16 XXXX XXXX XX/XX/16 XXXX Total {$460.00} In Fraudulent Charges In searching the web I found a lot of other people were having the same problem. It is not being cancelled after the trial period and there is no one to contact. Despite asking Bank of American to stop the charges after the first charge they refused saying I authorized it and continued to allow the fraudulent charges to occur for months after my request for a stop payment. Any possible help on this would be appreciated. Due to the large number of complaints this appears to be a significant problem with XXXX XXXX XXXX XXXX. Thanks, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75228
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XXXX of XXXX I opened a credit card with a XXXX point balance. It came with a {$95.00} dollar fee. It appears that I did not meet the required amount spent. I was never given an amount needed to meet. In XXXX of XXXX I upgraded to a different card with XXXX points. I was not given an amount needed to spend to meet this offer. However after looking into the terms of money needed to be spent, I did spend the amount needed. However I was told I did not qualify for the points because I was already a customer and this didnt apply to me. However this was not disclosed and there is still nothing I can find saying that this is a term that disqualifies you on current promotions. When BofA switched me to a new card they transferred my old number to the new card and by doing this they " avoided '' having it be a new card with new terms because it came with same number, though I asked for a new card and account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
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: This will be covering all of the information including payments and dates regarding my claim with BofA about XXXX, and the {$530.00} that I have been owed by BofA for the past couple months, as well as the incompetence on BofA 's part when it came to addressing and resolving this issue. For starters I will begin by including all relevant payments to this claim. For the sake of clarity I will be referring to the XXXX XXXX bookings relevant to this claim as XXXX XXXX, and XXXX XXXX. For further information, XXXX bookings are separated into XXXX payments, XXXX payment for the booking of the nights themself, and then another payment known as a " cleaning fee ''. XXXX XXXX : {$660.00} + {$110.00} ( Cleaning fee ) = {$770.00} ( Total paid to AirBNB ) XXXX XXXX : {$340.00} + {$85.00} ( Cleaning fee ) = {$420.00} ( Total paid to AirBNB ) Refunds received ( + ) : XXXX : {$85.00} ( From XXXX ) XXXX : {$110.00} ( From XXXX ) XXXX : {$340.00} ( From XXXX ) XX/XX/XXXX : {$660.00} + {$110.00} ( Cleaning fee ) = {$770.00} ( From BofA ) ( As you may notice, there are two refunds for {$110.00} which I have received. This is an error as I was only supposed to be refunded the {$110.00} a singular time. ) Payments deducted ( - ) : XX/XX/XXXX : {$530.00} ( $ XXXX $ XXXX {$340.00} ) ( Labeled as " XXXX XXXX ''. ) XX/XX/XXXX : {$110.00} ( Labeled as " BAL ADJ/AIRBNB ''. ) ( I am then not only charged {$110.00} twice instead of once in order to correct the accidental double refund, I am also charged {$420.00} despite the fact that the {$420.00} has nothing to do with a duplicate charge since I was only refunded this once. ) The issue : This past summer I had booked multiple XXXX 's for a trip overseas. However this issue only pertains to XXXX of these XXXX, those being XXXX XXXX and XXXX XXXX. Due to a natural disaster in the country I was visiting, I was unable to attend either one of the XXXX bookings, and per XXXX 's policy regarding " Natural Disasters '', I was entitled to a full refund for both of my bookings ( policy is attached ). XXXX had no trouble refunding me for the XXXX XXXX booking, as I was entitled to it, and I had received my full refund of {$420.00} from XXXX no problem and the matter was settled. However XXXX XXXX was a different story, and I was told that XXXX would only be able to refund me for the cleaning fee ( {$110.00} ) instead of a full refund. Hearing this I escalated this to BofA and opened a claim to get all of my money back ( {$770.00} ) per XXXX 's own policy which they were not abiding by. Some time passes and I am refunded my full entitled amount of {$770.00} and all is well. The only problem was that I was refunded the cleaning fee of {$110.00} for XXXX XXXX twice, once by XXXX and again by BofA included in the claim of {$770.00} ( {$660.00} + {$110.00} ( Cleaning fee ) ). The solution for this would have been for either BofA or XXXX to reverse one of their refunds of $ XXXX however for some absolutely mind-blowing reason, instead of that simple solution, I had awoken one day and checked my credit card to see a charge of {$530.00} labeled as " XXXX XXXX '' - and this is where the real problem began. Confused as to what this charge was for, I contacted BofA customer service looking for answers. And after HOURS of calling, being transferred and MORE hours of being put on hold, I spoke to dozens of incompetent employees who could only either put me on hold or transfer me to another department. I only had one simple question, " What is this charge for {$530.00} on my credit card? '' and despite as simple as the question may seem, and despite having called BofA dozens of times and wasting HOURS on the phone, I found it absolutely infuriating that not a single person in any department could give me an answer. This continued on for months, only further adding to my frustration. Finally, after an endless amount of transfers, I had gotten connected to one of the very few competent employees that BofA had to offer, and they informed me that this charge of {$530.00} was a reversed charge by BofA from a previous XXXX claim due to the fact that I was refunded this amount twice by accident. Although I had finally received some sort of answer, this only further added to my confusion for multiple reasons, XXXX being that I had never received a refund of {$530.00} ( at the time the number seemed unfamiliar to me since it was a combination of refunds from XXXX separate XXXX, $ XXXX {$110.00} so I did not recognize or understand this number ), but also that the only claim I had regarding XXXX was my claim with XXXX XXXX which was for a different amount of {$770.00}. The person I had been speaking to at the time opened up another claim for me regarding this issue of {$530.00} and informed me that it would be resolved. Rest assured I continued on with my life under the expectation that BofA would resolve this with time. Fast forward some time, I contacted BofA again in hopes of an update. After dealing with the hassle of being put on hold and transferred for hours again, I had gotten in touch with the " correct department '', only to be told something along the lines of " I do not understand what you are talking about '', as if the claim which the last person I spoke to was non-existent. I then brought up the {$530.00} again and explained the whole story from the beginning and how I was unaware of what the charge was for, I was simply told that " We can't tell you what that charge is for since we do not have that information. I can open a claim for you if you'd like. '' to which I responded that a claim had already been opened regarding the matter the last time I spoke with BofA which apparently, was not in the system. They then continued on to explain to me that " claims take time so give it some more time and you will surely be updated soon. '' Although upset, with nothing much else to do, I waited. After waiting again for some time I contacted BofA again since I had still not received any type of update only to be met with a similar confusion as the last time about how they weren't exactly sure what's going on but to " just give it some time. '' My frustration regarding this situation mainly comes from this : despite all the hours of calling and dozens of people spoken to, in addition to the months which have passed, the answer to my initial simple question of " What is this charge for {$530.00} on my credit card? '' was still unanswered as the answer changed every time I called. Unsure of what is even happening, I took matters into my own hands since BofA 's customer service was clearly not capable of figuring this out. After some investigation of my account I had realized what had occurred. I have been with BofA for 6 years and I am extremely disappointed with this experience that I have had with them. I had then since went to Bank Of America in person at their XXXX XXXX location and after telling them the entire story while also providing them with all of the same details provided here, I was promised a response from the branch XXXX the next day. After XXXX weeks and XXXX follow up emails as well as around XXXX calls to both the XXXX themself and the XXXX location I never received this promised response. Not even a voicemail or an email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10026
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Check XXXX : XX/XX/2013. Deposit of a {$3400.00} check from XXXX XXXX XXXX, issued by XXXX XXXX. Bank of America placed a hold on the entire check amount. The provided reason was, " A hold was placed on your check ( s ) because check specific information indicates item may be returned. '' My subsequent inquiries to the bank were met with a response that the process is automated and can not be manually overridden. This is a deviation from my usual experiences with Bank of America, where at least a portion of the funds from similar checks was made available promptly. The hold has resulted in severe financial distress, leaving me without funds for basic necessities. I am now unable to pay my rent and am forced to rely on a food bank for sustenance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19103
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A