Date Received: 2024-02-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Bank of America Credit Card Billing/ Fraud Department XXXX XXXX XXXX XXXX XXXX TX XXXX XX/XX/2024 Re : Dispute of Fraudulent, Unauthorized Credit Card Charge Claim ID : XXXX To Whom it May Concern : On XX/XX/2024, I was traveling in XXXX, XXXX XXXX, XXXX XXXX I stopped for gas and paid the attendant with my Bank of America credit card. Unbeknownst to me, when I asked for a receipt, he turned around and must have inserted my card for a few seconds into a different handheld card reader. That evening, when I stopped at my hotel and had wifi again, I received emails about the two charges which were one minute apart. The one for gasoline was the expected {$40.00}. The other was for a horrifying {$1100.00}, to XXXX XXXX XXXX XXXX. I have no idea what that is, and yes I tried unsuccessfully to XXXX it. I immediately called B of A that same day and reported the unauthorized charge, within eight hours of its occurrence. I had to use my travel companions phone since mine doesnt work internationally. We didn't have a good connection, but I tried to explain as best I could what happened. My claim was denied. When I got home, I called to appeal and later received the same form letter of denial. Needless to say, I am unhappy. I did not make this charge. I was at a gas station and it would have been impossible for me to rack up such a charge there ( one minute after buying gasoline, while sitting in my rental car ). The representatives I spoke to could not even tell me what I supposedly purchased. I believe that this unauthorized charge should have been flagged as pending since it is so out of character with my usual charges ( limited to hotels, restaurants, gas, and rental cars ). I only use this card when traveling internationally. I have been a customer of Bank of America for many years and this is the first time this has happened. I did have something similar ( different bank, similar amount ) happen several months ago at a local restaurant, when my card was brought to the kitchen. XXXX immediately listed the charge as pending, and when I communicated with them that I did not make the charge, they dropped it from my account. I think that Bank of America should have done the same, especially since it was such a large amount. Bank of America advertises XXXX liability for fraudulent charges, yet is holding me accountable for a very expensive charge I did not make. The Fair Credit Billing Act limits my liability to {$50.00}. Therefore, after two phone appeals, I am putting my concerns in writing and reporting this incident to the Consumer Financial Protection Bureau. Please contact me if you have any questions. I am still expecting this unauthorized, fraudulent charge to be credited to my account. Sincerely, XXXX cc : Consumer Financial Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98502
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: i replied to " XXXX XXXX XXXX XXXX XXXX XXXX Bank of America XXXX extension XXXX XXXX XXXXXXXX '' XXXX email on XXXX and she has not replied back and i also tried calling her ever since but no answer. i requested to XXXX XXXX for what is a good time/day to call her, and i asked bofa customer service about why the card has not been sent to the new address edd updated
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I went to Bank of America and requested a cashiers check in the amount of {$7500.00} to purchase a vehicle from XXXX XXXX. After giving the check to XXXX XXXX, I decided that i did not want to continue with the transaction and requested by phone bank of america to stop payment on for cashiers check # XXXX on XX/XX/XXXX after also notifying XXXX XXXX of what I would be doing. On XX/XX/XXXX, I went into bank of america in person to the branch in XXXX XXXX, Ca on XXXX XXXX to speak with a bank representative to ensure the cancellation of the check. Several times I went into the bank just to get the status of the check, whether or not it was put on hold or whether it had been cashed and never received that simple answer or anything in writing. On XXXX XXXX XXXX I mailed a letter to follow up on the status of the cashiers checks and my inquiries, and never received a reply, I am XXXX XXXX XXXX and i now have my daughter with POA taking over managing my affairs. Here a year later and B of A has never responded to my verbal or written inquiries about this cashiers check. I have been a customers for decades and have been treated poorly in the branches and dismissed as a senile old man which is not the case. I am attaching the letter and the cashiers check that i have been inquiring on since last XXXX and seeking escalated assistance to resolve this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX month ago, my account was locked by a mistake of the bank and they said unfortunately XXXX cant reopen it and they will send me the money back in XXXX weeks, but I have not received it yet. The mistake is that they bind my sisters credit score to my account cause there only XXXX letter difference between our names, my sister never provide her social number to anyone else, so she thought someone is fraud. She went to bank and asked for the help, the bank didnt provide any information to her, and they just locked my account.Its my account, not her! After I found my account be locked, I bring my sister back to the bank and explained to them, but they said there is no way to reopen it and they can give me the money back with check in XXXX weeks. Its XXXX month later, I dont received any mail, and I dont receive any info about my account status after my account was locked, today I called them for more than around XXXX hours to figure it out, and finally, they just said there is no estimate time about when my money will be returned and call us every XXXX to check. Its unfair. They keep my money. BofA is a big company, I have to transfer my call from XXXX department to another department to describe and ask, it feels like my case is a ball they kick for fun. I hope to get my money back immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I paid the statement bal in full yet XXXX XXXX XXXXBank of America keeps billing me and I want this billing to be removed from my credit report and zeroed out. Account Number : XXXX Due Date : XX/XX/2023 Total Minimum Payment Due : {$71.00} Statement Balance : {$150.00} Bank of America XXXX R ) Transfer Hi, XXXX XXXX we've received your credit card payment Payment : {$150.00} To : XXXX XXXX XXXX XXXX XXXX in - XXXX Date posted : XX/XX/2XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I seen two recent hard inquiries on my XXXX report that I did not authorize. I ask XXXX to delete those inquiries as in today since I have a credit freeze on my credit report and extended fraud alert on all three credit reports. The first one was bank of America, I know I can't get an account with them since XXXX so why would I apply? The next one was credit plus XXXX XXXX. The same thing happened to me 2 years XXXX XXXX and XXXX. XXXX have employees letting creditors check credit report without alerting the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: XX/XX/XXXX : 1. Checked my prescreen on this website XXXX XXXX XXXX XXXX.bankofamerica.comXXXX XXXX. Website said I was approved for an unsecured " Customized Cash Rewards ''. 3. Applied for the credit card, and my application was rejected after a hard pull. BofA then offered me the secured version of the credit card without another hard pull by reusing the application. 4. I accepted the offer, and then I got rejected again. XX/XX/XXXX : 5. I got a letter in the mail asking me to confirm my SSN and Income. XXXX. Contacted the number on the back of the letter and asked a few questions. BofA representative stated that BofA just had to recieve the mail within 30 calendar days. XX/XX/XXXX : 7. Sent the mail via from a suburb of XXXX to a XXXX XXXX XXXX XXXX ( approximately XXXX miles ) XX/XX/XXXX : XXXX. BofA pulled my credit a second time. At this point it had passed 30 calendar days since their last pull. My problem was that I didn't authorize this hard pull. Also it shouldn't have taken 13 days for BofA to recieve my mail especially since the cities are so close together. ( BofA would later tell me this was due to a backlog. Another agent told me that they recieved it after 30 calendar days. One of the two agents seems to be misinformed to no one 's surprise. ) XX/XX/XXXX till XX/XX/XXXX : 9. Contacted BofA multiple times to get the hard inquiry removed after going through all the papers I sent BofA to make sure that I never gave them permission to hard pull my credit a second time. I was put on hold so many times, agents told me I called the wrong department and also couldn't redirect my call. It was actually so bad, I have memorized the beat to the hold music and could probably play it on an instrument or sing it. Credit department failed time and time again to provide or produce any evidence of where I approved the XX/XX/XXXX hard pull. I tried to offer so many different alternatives such as changing the hard pull to a soft pull, or moving the inquiry to another Credit Reporting Agency as all of my hard pulls were on my XXXX Credit Report. Only one representative was able to properly help me. They said they would start a dispute. I'm not sure of the exact date the representative said they would start the dispute, but I believe it is in the same call where I requested to reduce my Credit Limit from {$800.00} to {$300.00}. Agent also told me that I would recieve a piece of mail in 7-10 days about the dispute. I thought that this would finally be it, and BofA would finally remove the hard inquiry. XX/XX/XXXX : XXXX. Contacted BofA to check on the status of dispute because I felt like it had been more than 10 days. Agent said that they couldn't help. The request wasn't something he could deal with. Once again the agent couldn't forward me to the right person as usual. Something I've only heard seemingly way too many times with BofA in the last month alone. Called the number on the back of my letter from XX/XX/XXXX and got ahold of someone on their credit team. After being put on hold twice, the agent said they couldn't help and that no dispute was ever made, nor could the agent see any notes about the dispute ever being requested. 11. Started a complaint on CFPB 's website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I transferred a balance on XX/XX/XXXX. I attempted to set up online autopay via the account verification process on XX/XX/XXXX. I made a second attempt to autopay via account verification on XX/XX/XXXX. When I realized that the app verification process failed twice, I called in on XX/XX/XXXX to make the payment by phone. The XX/XX/XXXX phone payment resulted in an error with an extra XXXX being added by bank associate # XXXX. On XX/XX/XXXX I called in a 2nd time because I realized the prior payment by phone resulted in a late fee and 30 days late on my credit report. Associate # XXXX took my payment over the phone, and removed the late fee that had resulted amidst the technological issue with the bank verification process and associate # XXXX. She stated she would submit an internal claim for removal of the 30 day late with the credit bureau. In XXXX I called in to a ) check on the status of the decision with the credit bureau, and b ) for help with the app because I was unable to make any online payments as the checking account verification process had not been resolved to date ). Bank associate # XXXX told me he could see the calls from the XX/XX/XXXX and XX/XX/XXXX calls, but did not see that the internal dispute had been created so that the late credit bureau reporting could be removed. Bank associate # XXXX identified the issue with associate # XXXX entering an extra XXXX with the XXXX account. He was able to process my payment with the correctly recorded XXXX account number ( without the extra XXXX ; he was also able to confirm it was the same XXXX account digits that I had attempted with the online verification process. This associate # XXXX validated my multiple attempts with the verification process and on the call he said " i know what the problem is and how to correct the issue ; this happens sometimes. '' He subsequently manually verified my XXXX account on his end, circumventing the customer process, which resulted in my ability to set up autopay and make payments online through the bank app myself moving forward. I called into the credit card customer service on XX/XX/XXXX to for an update on the internal claim for the negative credit bureau reporting. After speaking with 2 associates who were unable to find any such internal claim/dispute, I went up to a Bank of America branch to speak with a manager. The branch manager confirmed all of the issues I had, several calls, but said the online associates did not complete the correct form for an internal investigation, which is how a decision is truly made for removing negative credit bureau reporting. She stated she properly filed the dispute and gave me a case # for tracking. We emailed back and forth a couple times where she said the internal investigator needed more information! I emailed her everything that had occurred leading up to this point. I communicated that the root cause of my issue was the flaw with the bank app 's account verification process, which prevented me from being able to make a payment myself in XXXX and XXXX, which resulted in the need to call in to make the payments. The last email that I sent to the bank manager on XXXX has not resulted in a response. My credit score has dropped XXXX points over the 30 day late that bank of america reported. My credit was XXXX, and it is now XXXX. I am unable to get approved for a home loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I just made a XXXX dollar payment on this card and it had a credit limit of XXXX dollars shortly after i made payment they reduced credit limit to a XXXX dollars. I called XXXX and they said there was no reason this should of taken place,, They are not using the proper yearly income also based on my tax returns. The bank also told me it was XXXX 's decision to lower my credit limit, i have a credit score of XXXX and its been that way for years and i haven't been late on any payments on any of my cards or bills in years. My annual income isnt being used properly and after making a XXXX dollar payment and taking this action of lowering the amount i feel very violated by the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I gave my security for a car loan and bank of America took my security and denied me access to my right to credit. They discriminated against me and then kept my security for themselves. They committed fraud. And denied my tender of payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04240
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A