Date Received: 2023-11-04
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On Friday, XX/XX/2023, I logged into my XXXX online account and paid for 3 items. Upon checking out, my card ending in XXXX was already on file. Therefore, I clicked on it. The standard procedure did not take place this time. I placed an order, the money got deducted from my personal checking account, but there's no history that it did, Therefore, I'm submitting this email. I already notified Bank of America Resolution 's department. via email. Amazon disclosed the order ; Again, the money got deducted from my ledger, and there's no proof of that visibly. Why? Where did the transaction post? Am viewing my ledger or a fake ledger? Also, today, XXXX, I came to the XXXX XXXX Public Library, computer # XXXX, and when I attempted to log into my online account with Bank of America, my password would not work. I had to reset the password. I had no choice. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/XXXX maybe even XX/XX/XXXX I had had filed a claim with Bank of America prepaid cardholder services and I was calling XXXX days later to check the status of my claim and there was not even a claim opened they were supposed to have file a claim in a hardship and they filed neither on the XXXX whenever I had called and then I have been having problem after problems since I sent in a four-page handwritten statement a copy of my eviction notice text messages were the girl had bragged about stealing my money and they are yet to do anything about it and I've been sentencing XXXX XXXX weeks ago and I need my money it's XXXX I do believe and this is getting ridiculous I shouldn't have to beg for what was mine to begin with I really wish they would just fix my problem because I didn't ask to be robbed and this is getting more and more ridiculous by the day they keep giving wrong information in the claim department no one really knows what they're talking about like at all whatsoever and it's getting more and more ridiculous I just want what's my nothing more nothing less.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2023, I discovered an unauthorized transaction of {$8500.00} on my Bank of America debit card ( account number : XXXX ). The transaction was made to a XXXX XXXX credit card ( XXXX ) that I do not own and have never authorized. Upon detecting this unauthorized transaction, I promptly contacted Bank of America to initiate a dispute. However, their investigation has been woefully inadequate and lacking in transparency. Despite providing them with compelling evidence to support my claim, their response has been dismissive and unconvincing. I have never had a XXXX XXXX credit card account, and I did not authorize this transaction. This is a case of digital fraud, and I am requesting a refund. I can provide additional documents to prove my claims. First, I have a credit report that proves I do not have any XXXX XXXX credit card accounts. Second, the documentation Bank of America sent to me on XXXX shows that the transaction happened on a device located in XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. At that time, I was in the XXXX XXXX heading to the office. I can prove my work address with the documents enclosed with this letter, and I have a video recording showing that I was physically in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Additionally, the XXXX address I used to log in to my Bank of America account does not match the IP address that was used to log in to my account when the transaction happened. This proves that I did not initiate the login activity. I have the following documentation to support my dispute : * Police report * ID Theft Affidavit, Fraudulent Account Statement * Credit report proving that I do not have any XXXX XXXX credit card accounts * Employment verification letter, Social Security card, driver 's license, and XXXX XXXX XXXX bill statement as proof of my address * Statement from Bank of America showing the unauthorized transaction * Camera footage from my home showing my whereabouts on the day of the transaction * My account 's browser history related to Bank of America * Phone records showing that I did not receive any messages from Bank of America related to the transaction Despite this overwhelming evidence, Bank of America has inexplicably relied on an ambiguous identifier known as " XXXX XXXX XXXX '' as the sole basis for asserting that the transaction originated from my device. This explanation is unsatisfactory and unconvincing, as they have failed to provide any supporting details or technical explanations regarding the nature of this " XXXX XXXX XXXX. '' Furthermore, I believe that Bank of America 's system may have been exploited, allowing the fraudulent transaction to occur without triggering any alerts or notifications for two-step verification. This suggests that the system may have permitted the authorization of transactions using the same " XXXX XXXX XXXX '' for different devices, potentially enabling unauthorized access from suspicious locations. Their lack of transparency and unwillingness to provide more comprehensive information raises serious concerns about the adequacy of their investigation and their commitment to protecting their customers ' financial interests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello Bank Of America and Corporate team : I am writing this as an official letter of complaint to Bank of America, for a transaction on a withdrawal for {$700.00} from the XXXX XXXX XXXX XXXX NY location at XXXX XXXX on XX/XX/XXXX. First and foremost, this was an unauthorized transaction by an imposter/ fraudster. I was not aware of this transaction at all until I logged into my online banking last night and I noticed {$700.00} was taken from my checking account without my authorization. I reached out the next morning on XX/XX/XXXX, to BOA, around XXXX XXXX and I spoke to a couple fraud reps over the phone who were incredibly helpful with freezing my account and opening a replacement account. I believe her name was XXXX XXXX from the call center who was so nice and understanding. She was amazing and super helpful! After around XXXXXXXX XXXX I called the XXXX XXXX XXXX XXXX branch where the fraud took place and a manager on duty named XXXX picked up, and I told her my frustration and concerns over the phone. It appeared she didn't really want to help me at all and insisted that I come to see at her branch in person. I informed her this was not a reasonable request since I live in XXXX, but I could visit a local BOA branch and have the branch manager reach out to her directly if that made her more comfortable. Upon hearing this and my financial banking background, she had asked for my name and my phone number. She told me she will research this and either herself or the Store Manager, XXXX would reach out to me before the end of day. I spoke to the branch manager XXXX from the XXXX XXXX location for about XXXX minutes on his cell ( he later said he wasnt working at the branch currently ), and here were the details of that conversation : I honestly did not expect a call at all but he reached out to me around XXXX XXXX I began by informing him that I was a victim of identity theft around three years ago ( XXXX ) and I had gone to a BOA XXXX XXXX branch at the time and explained to them that the culprits had stolen my Drivers License and my social security number. The branch there took care of me immediately and placed security codes and alerts on my profile to ensure that no fraudster could access my accounts if they came inside a branch. I told them that I rarely come into the branch to initiate transactions and perform most of my transactions online as I use my checking account for the day to day operations and expenses for payments. They took note of this and from XXXX I had no issues whatsoever with my account until yesterday. I told XXXX this was quite concerning what had happened, and I feel my accounts would not be secure any longer. Additionally, I told him I moved more funds to my account recently in hopes of opening additional accounts with BOA and expanding my business. However, Instead of reassuring and sympathizing with what had transpired in my situation, he asked me blatantly, Do you know that our tellers do not have any access to notations and fraud messages in their systems? This definitely threw me off guard as this was not relevant at all. Instead, this made me more nervous about the safety and security of my accounts as if anyone could just have a copy of my Drivers License and a fake social security card can just walk into any BOA branch and have complete access to my funds. I addressed this, and I told him, I am not trying to be combative here. Instead of trying to help my situation, he tried to reverse it on me and said the systems have changed and thats why they ( the teller ) didnt see the security messages on my accounts, which is totally unacceptable! I got frustrated and fed up and said you guys dont give XXXX XXXX in which he became really defensive and I later apologized as apparently I stepped over the line. After this, we continued our conversation for some time and he told me he would escalate this case with their fraud department and give me a callback on Monday. Frankly, I wish not to speak with him as I feel he was just trying to push back and be argumentative over a transaction at his branch that I did not make. Long story short, I told him that I wish to not continue my banking relationship with BOA, and I plan to open accounts elsewhere and that I would be writing an official letter of complaint. I was transparent, and I told him I had received an online survey for the transaction that the fraudster committed with his teller, and I would be expressing my thoughts and concerns freely in writing. He ended our call with, I understand, XXXX to which I said, Thanks XXXX. Ultimately, the call center was extremely helpful and sent SMS text messages to verify my phone number on file and assist me the best they could. I even received credit for the fraudulent charge the same day! However, as soon as I contacted the branch to find out further details about what had transpired, I received a lot of pushback and felt like they were unwilling to help and take the extra steps to protect my account. I hope this case can be escalated to upper management and hope there could be new system training to educate tellers so this doesnt happen again to me, or the next victim of identity theft Thanks for taking the time. Best Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I wasn't fully explained to on how the account is going to be operating. They take up to XXXX to 5 days to authorize my money then I end up with late fees that pile up and I have them back money that I had in my account to spend. Also when I talked with a representative he told me they have to make sure I have money in my account in order to process the transaction. I'm like if I didn't have money in my account how did I make a purchase. Also why am I banking with you all if you don't know my available balance in my account. I feel like Bank of America is tapering with peoples money. To make them go in the negative I don't know how they're doing it but it's not right. As soon as I got this account my financial advisor has not been honest with me at all. He also doesn't answer my question straight forward. I regret getting a bank account now. They also paid me some money cause I caught on to what they were doing and I spoke about it and I said I will be talking to an accountant about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I think my bank account got scammed and I have talked to my bank about it today. My account XXXX my money to other people that I don't know and I don't know why my money XXXX to others.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: On XX/XX/2023 email from Bank of America claiming I opened an account with them. This is the second time this has happened. I did not attempt to contact Bank of America rather I am sending this complaint directly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Request of validation of inquiry
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: My accounts with Bank of America total well over their threshold to waive the monthly maintenance fee. On numerous occasions, I have brought the fees to their attention, and they reverse them and assure me the issue is resolved. They then go back to charging the fees, I follow up with the same info, they remove some and state the issue is resolved, and the cycle continues. This last encounter, they reversed only part of the fees that should not have been charged, and stated they would not remove any further fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: Bank of America is not releasing my direct deposit sent from my employer. The money shouldve been deposited on ( todays date ) and I need it to feed my children. BOA is blaming it on other institutions as the reason and this unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A