Date Received: 2023-11-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: What happened : In XXXX, before leaving the country, I diligently requested Bank of America ( BOA ) to close all my accounts, including both my debit and credit cards, through their phone customer service. I was assured that all outstanding balances were cleared, and the accounts were successfully closed. However, unbeknownst to me, the credit card account was not actually closed ( while the debit card was closed ), leading to the accrual of a small amount of interest. Unfortunately, I wasn't informed of this until it had already become past due for several months while I was already in a different country, adversely affecting my credit score. Despite promptly settling the dues upon discovery, the incident has significantly hindered my credit opportunities since my return to the country this year. / What I did : I tried to contact BOA through the phone around two weeks ago, the customer service said they couldn't find any of my credit card history but could submit a report for me. Yesterday, I received the letter from BOA ( letter date is XX/XX/XXXX ) and it states : '' We reported that we closed this account on XX/XX/XXXX. This means we won't be adjusting our report like you requested and consider your dispute resolved. '' / How it impacts my life : Experiencing a sense of neglect from Bank of America after being assured of account closures, I'm struggling with the belief that once you cease to be their customer, they no longer prioritize your concerns. This has significantly impacted my life, leading to new credit application rejections, despite steady employment, due to the overlooked credit card issue. I earnestly hope for a fair resolution and a chance to rebuild my credit standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10012
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Synopsis : Bank of America ( BOA ) unethically removed potentially exempt funds from a third partys savings account to pay an amount not due, without prior notice to any parties listed on either account. Timeline : XXXX XXXXXXXX XXXX XXXX XXXX XXXX discontinues using her BOA checking account and opens an account at a different financial institution. She leaves the BOA account open to allow any outstanding transactions to clear. XXXX BOA account is overdrawn by {$73.00}. NSF notice sent to XXXX. XXXX Small direct deposit from XXXX XXXX, of {$50.00}, is deposited into the BOA account. Account is then overdrawn by {$23.00}. XXXX Dept. of Education erroneously attempts an automatic debit payment of {$220.00} from the BOA account. The debit attempt is rejected as NSF. XXXX BOA transfers {$240.00} from XXXX grandmothers savings account into XXXX checking account. These accounts are NOT linked. XXXX XXXX XXXX XXXX XXXX grandmother ) receives a mailed notice of the transfer. She contacts me, XXXX XXXX ( XXXX daughter and XXXX mother ) and I contact BOA to investigate what has occurred. Facts of this matter : 1. I ( XXXX XXXX ) am listed as co-owner on both XXXX checking account and XXXX savings account. 2. I have never deposited funds into or accessed either account. I am listed on XXXX account because it was set up when she was a minor. I am listed on XXXX account because she is elderly and I may need to access the account in an emergency. 3. I maintain active, well-funded accounts at BOA, with XXXX father. 4. XXXX XXXX sole sources of income are from collection exempt funds, such as SSI and pensions, etc. 5. Only one NSF notice was sent by BOA to XXXX. No collection notices or any further NSF notices were sent to anyone on the two accounts involved. The next notice BOA sent was the notice to XXXX that funds were removed from her account. This notice was mailed, via USPS, from Arizona to Connecticut, the same days the funds were removed. 6. On XXXX at approximately XXXXXXXX XXXX and XXXXXXXX XXXX, I called the BOA collection department phone number listed on the notice XXXX received. During my second call I spoke with XXXX. I do not have the name of the first BOA rep that I spoke with. Below is the information provided to me over the course of both calls : A. The funds were taken from XXXX account because I am listed as co-owner on both accounts. B. The first BOA rep stated that numerous collection notices were sent prior to the transfer of funds. C. Notices of the NSF account AND an impending transfer of funds from an unlinked account could not be sent to either XXXX or myself because that would have violated XXXX FDCPA rights. When I pointed out that the information contained in the post transfer notice sent to XXXX was the same as what would have been sent advising of an impending transfer, and asked how that wasnt considered an FDCPA violation, the BOA rep had no answer. D. I was advised this transfer was a legal collection. I asked how the bank was able to attach and remove collection exempt funds. I was told that when XXXX transferred funds from her checking to her savings account they were no longer considered exempt because they didnt show as coming from an exempt source, despite the fact that an examination of XXXX accounts show quite clearly that she has no other sources of income. When I questioned this stance, I was then told that because XXXX BOA issued cash back rewards credit card direct deposited her cash back rewards into her savings account, the funds were now co-mingled and could be attached. The rep also stated that if XXXX had enough cash back rewards in her savings account they could attach that because that wasnt exempt. I questioned whether or not she had that much cash back rewards in her account but the BOA rep was unable ( or unwilling ) to verify that. E. I then inquired why BOA transferred {$240.00}, instead of the actual NSF amount of {$23.00}, as it was clear that the amount BOA transferred included the rejected Dept. of Ed direct debit attempt. I was advised that the transfer is automatically done by their system and the system must not have recognized that the Dept. of Ed transaction was rejected. When I questioned whether or not an actual human initiated, reviewed or approved these system transfers to ensure they were accurate prior to moving a third partys money to an unlinked account I was told that there is a back office team that might review some of these transactions sometimes. My complaints : 1. Lack of any meaningful notice to interested parties prior to action being taken : A. One notice, with an outdated amount, does NOT constitute numerous collection notices. B. BOAs claim that its outdated notice sent to only one interested party because of a potential FDCPA violation is self-serving. Conveniently the bank was no longer concerned with this potential violation when it released the exact same information to XXXX AFTER her funds were transferred. Either the release of this information to anyone other than XXXX is OR is not an FDCPA violation. BOA can not have it both ways, dependent upon whichever interpretation best benefits them. Additionally XXXX also was never provided any notice of either a continuing NSF account status OR an impending attachment/transfer from her grandmothers account. 2. If I am the only link between my mothers and my daughters accounts AND I have accounts that have more than enough funds in them to cover the NSF amount, why would my elderly mothers account be attached instead of mine? The bank purposefully chose to target an elderly consumer living on exempt funds, in a very underhanded manner. Is this because BOAs corporate culture believes that the average elderly consumer wont know enough to question or complain about the banks less than ethical behavior. 3. Inflated amount of transfer ( {$240.00} as opposed to {$23.00} ) to cover already rejected transaction. The system generated transfer excuse is disingenuous and unacceptable. When dealing with an individuals money and the attachment/taking thereof, it is potentially harmful to allow a computer program to handle the entire transaction without actual human oversight, review and approval. This is seemingly just a more updated version of the robo-signing scandal of several years ago. Had this transaction been thoroughly reviewed by a properly trained person the issues of insufficient notifications, incorrect amount attachment and exempt funds would have been identified and rectified. Summation : BOA unilaterally took funds from an unlinked account, to pay an erroneous amount, in an under-handed and borderline illegal manner. At a minimum the bank should admit fault and apologize to the parties involved. Additionally the bank needs to review their policies and procedures as relates to this type of transaction as well as provide better training to their staff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: there are things on my account that is inaccurate and would like it to be removed these things are stopping me from getting banks which are holding me from starting up my business the right way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: The Bank of America inquiry placed on my XXXX credit report needs to be removed. I fit not want my credit to be ran in the first placed and I was not aware of what was going on. Nor did I get approved for anything. This inquiry is from XX/XX/2023. Please help remove this off my credit report asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Greetings, I am submitting a subsequent complaint, related to my current, and unresolved complaint, which I have attempted to resolve with Bank of American, directly. The basis of my complaint spans poor communication, shady business practices, and adverse actions against consumers. While it appeared that the issue was resolved in XX/XX/2023, after filing my complaint, with the Bank 's executive resolution team, that is not case. To date, the Bank has failed to communicate, verbally, in writing, or through it's own website, and faulty data is continuing to be reported to credit bureaus. I have evidence in form of screenshots of faulty website data, erroneous and detrimental credit reporting, which continues to this day. I have written letters to the Bank 's HQ, in addition to filing my initial complaint, a complaint with the State of Wisconsin 's Consumer Protection Bureau to no avail, for a simple resolution -- remove the reported late payments, communicate by mail, and report accurate information about my balance. I have received one ( 1 ) letter from the bank, dated XX/XX/2023, indicating my credit line was reduced. Unbeknownst to me, this was a function of payments not being applied or being drawn. I have been assured that I would received printed statements, and had requested printed statements at the initiation of the account in XX/XX/2023. Instead, I received emails which went to spam, as 2 payments were reported late, unbeknownst to me, and without communication -- calls, letters, or direct communication. I received no statements ( at all ), nor have I received a statement since that time, despite being informed I would, confirmed my address on XX/XX/2023. During calls to the Bank 's customer service lines during the week of XX/XX/XXXX, I was told misinformation ( e.g., the bank doesn't control what's reported to credit agencies ), shuffled from departments, ( marketing, collections, promotions ) and when I postured that I would file a complaint if the resolution I was seeking could not be resolved directly I was directed to supervisor. During that call, on or about XX/XX/XXXX, the Bank removed the late fees, and they confirmed my address for statements, and communication, and that I would receive paper communication. The Bank has continued to report inaccurate information, reducing my credit score. I suspect my case is not isolated, and that this type of behavior is used to generate profits in forms of late fees, reducing credit ( as they did in my case, pushing my credit utilization to 100 % ), further adversely impacting me. At best, this is poor business practice ( as a small business owner ), I am appalled at how the Bank operates. and most reasonable people who either owe a debt, or are owed, expect communication in the interests of ensuring payment and good business practices. If I ran my business as Bank of America does, I would soon be out of business. After filing a CFPB complaint, and on/about XX/XX/2023 I spoke with the executive resolution team, I was informed during that call, that I would received a call, or letter, with the specific resolution request of : removing the two late payments from my credit report. I received no response. As a result, on XX/XX/XXXX, I called yet again to the executive resolution team, and sent an email, with the issues remaining. As of this date, there has been no response. One would imagine with state and federal complaints, administratively, the issue would be concluded with clear documentation, and resolution at the lowest possible. Information was removed from 1 credit report, and soon after I suggested I was willing to close the CFPB complaint, the information was re-reported as late. This is specious, and appears retaliatory, or at best, incompetence. My goal for resolution is : 1 ) Removing erroneous data, of two late payments XXXX and XXXX, 2023. 2 ) Paper statements, as requested. 3 ) Accurately report my balance to the credit bureaus. It is still wrong, as statements from the bank show. My family had used Bank of America for 4 decades, with pride, and that trust in banking relationships was critical. That relationship of trust, and integrity has been lost. Whatever is wrong with their reporting systems, it is shockingly flawed, and breaches trusts in banking, communication, and smacks of greed/profiteering. I suspect I am not alone in my experience, and my goal for resolution remains as stated above. Thank you, in advance, for your assistance with my inquiry on this matter. Very respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53705
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I do not consent to electronic communications. I request all responses be in writing through the USPS Despite multiple written requests, the unverified account/s listed below continue to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account/s below BANK OF AMERICA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 904XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have been a loyal Bank of America client for over 10 years. I have been a Preferred Rewards Diamond member for 5 years. XX/XX/2023 late in the evening, my Realtor asked for an FHA pre approval letter. I filled out my information online hoping to get the approval letter quickly to give to my realtor. After submitting my information, to my disappointment they were giving loan suggestions and it became clear it was not pre approval but a sales tactic. I get a phone call from a Bank of America representative XXXX XXXX XXXX XXXX : XXXX who proceeds to ask the exact same questions for about XXXX minutes about questions that I already had answered. Then I get put on hold for XXXX minutes and told I didn't qualify. I could buy the house in cash many times over but I didn't have the proper flow of income for the loan. The representative then sold off my information as a lead to hundreds if not thousands of mortgage brokers without my consent. I've received hundreds of phone calls within the last XXXX hours ( have screenshots of XXXX ) about a security instrument that I don't qualify for. I am considering moving all of my funds to a different company since this incident. I am extremely disappointed with the the way I was treated throughout this entire process as someone who had dedicated faith in the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: Disappointment regarding the denial of my recent mortgage loan application with your institution. I believe that the denial decision may be in violation of certain federal laws, including but not limited to 1961 and 12 USC 1431. **Reasons for Denial** : I received a notice stating that my mortgage loan application was denied, yet the communication did not provide sufficient information about the specific reasons for this As a consumer, I have the right to know the exact factors that contributed to this decision, pursuant to federal laws. These laws require transparency in the lending process and mandate that financial institutions provide clear and specific reasons for loan denial to the applicant. In light of the aforementioned legal references, I am formally requesting that Bank of America provides me with a detailed and written explanation of the factors that led to the denial of my mortgage loan application. This information is crucial for my understanding and is essential for ensuring compliance with federal laws. I am prepared to take any necessary steps to rectify this situation and protect my rights as a consumer. If the denial decision is based on inaccurate or incomplete information, I would appreciate the opportunity to provide additional documentation or clarification to support my application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10023
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I submitted a complaint on XX/XX/2023 complaint ID # XXXX. The complaint was closed and I received a letter from B of A dated XXXX XXXX stating that the block on my account has been removed and that they had received validation of my card account which resolves the reason for the block and that the remaining funds were now available for use. So once again I use my card for an online payment on XX/XX/2023 in the amount of {$250.00} which the payment was successful. Then I send my girlfriend to the B of A atm to wthdrawl a {$1000.00} and it declined. She then tried {$800.00} and it declined. I then call the card and it ask me to verify the transactions which I did and then it stated my card was now ready to use again. So I try again at the Atm and it declines. I call the bank and they say they have to verify who I am I answer all there questions and once again they tell me that I have to go into the bank with two forms of ID in order to be able to use my card again. I told the rep that I had already been through this and that B of A had already sent me a letter stating that the block was lifted. The rep stated there is nothing she can do I just have to what the bank is asking. So I decided to let the card rest and the next day XX/XX/2023 I was once again able to use my card to pay my phone bill for {$110.00} which the payment was successful. So once again my girlfriend goes to B of A ATM and try to withdrawl {$1000.00} and it declined. So she tried {$500.00} and it declined again. So I recevied an email asking me to verify transactions so I did that. Then the Rep said they have to verfy who I am. So I answer all there questions correctly the only thing I dont have is a phone in my name for them to verify and send a one time text to. So they said I cant be verified so I asked to speak to a supervisor and I explained everything to her and she stated she cant discuss nothing with me until I am verified again. I even explained to her that I had already received the letter from B of A stating this has been resolved and my account was unlocked and that I have even been able to make 2 purchases prior. The supervisor hung up on me and now my card is completly deactivated again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92410
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Hard inquiries were made on my account. One was bank of America and someone opened a credit card in my name without my knowledge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A