Date Received: 2023-10-23
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I found the following serious issue now : Dear sir, Today, on XX/XX/2023, I realized that my bank credit card ending XXXX, which was Bank of America Travel Rewards Visa Credit Card, was disappeared from the website, when I checked the Bank of America Website. Due to the illegal usage of my XXXXXXXX XXXX credit card, I closed the XXXX card immediately after my realization and secondly the discovery of illegal usage before the replacement card had arrived to me ; therefore, I needed to use the different payment method for XXXX purchase. I used this Bank of America credit card ending XXXX because the information was kept in XXXX data base. Since I did not use for a long time and preferred another credit card issued by Bank of America, I believe I discarded the card ending XXXX by destroying it. Even though there is some suspicion of illegal usage, still the information of card ending XXXX should be seen and checkable at the bank website. As I have strong concern why my bank information can not be checked at the bank website, would you investigate this matter? And would you tell me how to replace the card, since I can not replace it due to the disappearance? Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This past XXXX ( XXXX ), I closed my credit card account with Bank of America ( BOFA ). While on this call, I asked the customer service representative when I could expect to receive my {$100.00} security deposit back. They informed me that I would receive my deposit back within 30-90 days. I waited approximately 90 days, and called BOFA again on XX/XX/XXXX. On this call I asked about the status of my {$100.00} security deposit. I was informed that I should have received the {$100.00} by check in XXXX of XXXX. I confirmed with the customer service rep that the address on file was correct. I was informed that the check had never been cashed. I was then told I would be receiving a new check within 5-7 days. By XX/XX/XXXX, I had still not received a check. I called customer service hotline again, and received a different answer. Customer service said that I should have received the original check in XXXX, not XXXX. Again, it had not been cashed. I was then told that I would be receiving the {$100.00} deposit to my checking account within 5 days. It is now XX/XX/XXXX, and I have still not received my {$100.00} security deposit back. It is very difficult to get ahold of a customer service representative, yet alone a representative who I can inquire to about my {$100.00} credit card security deposit. There is not an option in the call menu for this situation, and their AI phone menu does not recognize any key terms related to security deposit. I also did not receive a follow up email from the last two calls I had, which was slightly concerning to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49424
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
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 am a victim of a fraud ring involving multiple transactions -- all Cash Advances. In 15 years of being Bank of America customer, I have never taken out a cash advance. I submitted the transactions as Fraud and one claim has been paid. The other follow a similar pattern -- initially the transactions are removed, then after a few weeks the claim is denied and the transactions are placed back on the account. A letter is sent stating the " chip was read '' or " statements were sent to your address ''. When I ask for the evidence used to arrive at the decision, nothing ( literally nothing ) is sent to me. Once the transactions are back on the account, it's an endless loop of denials and reopening -- meanwhile I'm stuck making payments for fraudulent purchases. I have sent in all items requested, including a police report. Bank of America has not conducted a reasonable investigation of my dispute and therefore is in violation of FCRA. Bank of America is also violating the terms of its own Credit Card agreement : Unbeknownst to me until this fraud occurred, the cash advance limit is {$4800.00}. The Fraudsters have been able to charge almost {$15000.00} in cash advances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The date of XX/XX/2023 around XXXX I went outside to purchase something. I had been home all day moving stuff around, When doing my purchase I got a declined message " Exceeded Max.. '' I was beyond surprise since I never leave home until then. I was told I did 3 withdrawal until reached my maximum [ per day. I immediately filed a claim with the bank and were told I will get something in the mail. I noticed a cold treatment during the call and also told I will not get a " temporary credit '' this time, Which seemed strange and I questioned the bank rep. and all the responses were vague. After waiting for days with no response by email, phone or mail I called the bank again and were told dispute " declined ''. I questioned the bank rep " how they determined my claim isn't valid '' and what evidence they have to support that. Then again all responses were vague -The total amount withdrawn was {$940.00} XXXX ( including ATM fees ) My XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90006
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Got a text saying it was from Bank of America that someone would be calling me about XXXX ( that is promoted on the banks web site ) about fraudulent transactions. They called on The BOA customer service line and and said to approve three transactions to reverse the fraudulent transaction. I questioned it and was told to look at the phone number called in on and it was BOA number. Three transactions went through for a total of {$3500.00} and boa denied my claim saying it was my fault. They have been no help. Please help. I have called many times to the bank fraud dept with no help. Bank of America promotes and has this service on there web site. They also will not give me the payment id that is 12 alpha numeric numbers that XXXX requests to file with them for a fraud dispute. XXXX says on there dispute documentation to go to the bank to get this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: This morning, I found out the following issue, by the email notice from XXXX. This morning I have realized that my subscription orders, which must have been paid by the credit card ending in XXXX, were mentioned by your company as void for payment. Since I. have already written to your company, which have happened recent illegal usage of credit cards, which issued by another bank in the United States, and credit card, which I tried to use yesterday for the transactions with your company, I wish you will investigate this matter seriously and make be possible to buy and have the business transactions safely and legally. Because I realized that one transaction, which I did last night with your company, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX seemed to be charged correctly, I wish you will explain why this discrepancy existed. As I have stated the previous letter written yesterday, XX/XX/2023, I wish you will provide safely usable replacement card to me. I enclose the transaction history of your company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To whom it may concern, On XX/XX/XXXX I checked my bank of America EDD unemployment debit card and to my surprise it had {$8.00} available. This was surprising to me because I did have {$750.00} when I last used it. Immediately upon realizing this I called bank of America XXXX XXXX XXXX department and reported it as fraud and opened a claim. The last time I used the card was on XXXX for a withdrawal of {$900.00} to pay my bills. Upon further investigation there are multiple transactions to my account that was not me. On XX/XX/XXXX there is a bank of America balance check for {$0.00}. On XX/XX/XXXX there is a XXXX XXXX XXXX balance check for {$0.00}. Again on XX/XX/XXXX there is another XXXX XXXX XXXX balance check for XX/XX/XXXX. On XX/XX/XXXX {$750.00} was fraudulently removed from my account. Again on XX/XX/XXXX there was another transaction at XXXX XXXX XXXX balance check for {$0.00} and finally the last transaction was on XX/XX/XXXX again a balance check for {$0.00}. None of these charges were made by me. Upon learning this information, I went to my local police department and filed a police report, and I was told by the local police that my report was the second one that same day from bank of America with an XXXX card in my city. The local police department also told me that they have had multiple issues with the bank of America and bank of America is not willing to work with them regarding it. I also went to bank of America to make them aware of the situation and asked to talk to the XXXX. The teller told me that I could not talk to the manger but she would let her know and if they needed security camera footage they would get it directly from the bank so there was nothing further needed by me. The same day I faxed a copy of the police report and my ID to bank of America. I called again on XX/XX/XXXX to see if the documents were received and if they were added to my profile. The man I spoke with told me it takes XXXX hours and to call back. I again called back on XX/XX/XXXX and spoke with a lady who told me that she was able to see that my claim was denied. I asked her why it was denied, and she told me she could not see why but if I wanted I could try to open the claim for consideration again. I asked her to please do this, but I also wanted to inquire about why my claim was opened on XX/XX/XXXX and denies by XX/XX/XXXX, this was not even enough time to investigate the issue and the documents I had sent in such as my ID, and the police report were not even received yet so a decision to deny the claim was made without even receiving my documents. I am writing this letter in support of that and this decision. The {$750.00} removed from my account was not me. I am attaching my photo ID, the police report, and a screenshot of when I first faxed the documents to bank of America on XX/XX/XXXX. This is my money and money that I am entitled to. I am requesting this be further considered because this was fraud on my account, and I deserve my money back. I am also attaching XXXX posts from people in my city who have had the same thing happen to them at the same bank of America. I am reaching out for help because this is my money, and I am entitled to it. I also would like to see camera footage of the individual withdrawing money from my account. And proof bank of America has stating it was me because it was not. I would like to request an outside XXXX, report this issue to the CFPB since bank of America is unwilling to help, and if needed take to small claims court to recover my {$750.00}. I was told to file a police report and send in a copy of my ID and my claim was still denied however a claim denied in 2 days, without the evidence requested from me is weird. They did not even receive my documents before denying my claim so they did not even consider my documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/ I contacted Bank of America to let them know that I was having an issue with a continuous pop up about a gift card that I redeemed for {$3.00}. I never redeemed it as a gift card but rather as a statement credit and even though they applied it as such it is still popping up as a gift card and no matter how many times I try to hide the pop up I am unable to do so. I did speak to a representative earlier, although it took me quite some time to reach someone, she said she was sending me an email to let me know how to edit my notifications but I have been unable to do so. This is unacceptable and I want to get rid of this pop-up card which is quite annoying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In late XXXX XXXX of XXXX my bank account ( Bank of America ) was closed due to " fraudulent activity '' because I was receiving transfers from my boyfriend, XXXX XXXX XXXX as I handle all the finances. He had been sending me money from his account for more than a year before my account was flagged as fraud and closed. I spoke to someone right after it was pending closure and they said that we had 2 options - we could simply go into a BofA and add him to the account and this would clear everything up and we could have the money. We live in Alaska and there are no BofA 's here so we would have had to fly down to XXXX to handle this. At the time we didn't realize how serious this would end up being so we didn't think we really needed to fly down. The second option was that we could close the account and they would send me a check for the amount in the account within 45 days. We chose the second option as that was easiest for us. BofA officially closed the account 2 days after this phone call. Not giving us enough time to even try and get to XXXX to handle this. After more than 45 days and no check I called to see the status. I was then told that Bank of America would need to verify the funds and would then send me a check if it was deemed that they indeed belonged to me. I called regularly to check on the status and finally after 2 months they deemed that the funds in my account in the amount of {$11000.00} ( 2 transfers in the amount of {$700.00} and {$1700.00} never made it into my account but left his. A grand total of {$14000.00} ) actually belonged to XXXX and I would not be getting them back but that he would be receiving a transfer back into his account. I continue to call and check in regularly as XXXX has not received the transfer he was told he would receive. Meanwhile, he is calling his bank to see what's going on. The representatives that he talked to all said that there was no fraud on his end... I keep calling to see what can we do, what needs to be done to get this money back because this is our livelihood here, it's a lot of money that we no longer had to pay our bills. I am now being told that they won't just send the money back despite the fact that they have deemed the funds belong to him, they will only send it once they receive a recall request from XXXX 's bank. Well, despite requesting a recall many many times it always comes back denied, even after we have explained the situation - that the money is waiting to be sent back after BofA receives the request. XXXX 's bank had in fact requested the funds be returned but never got a response from Bank of America. I finally got sick and tired of being told so many different things every time I called Account Closures that I called a lawyer in Alaska to explain the situation to him. We chatted for about 20 minutes but he said he couldn't really help me but it was a terrible thing they were putting me through, and defamation of character not to mention fraud on their end by keeping the funds they admitted to being owned by another individual. I submitted a complaint to the Office of the Comptroller of Currency in XXXX of XXXX which was no help at all and the account closure remained. We were told by BofA that we had to get XXXX " verified '' but they could not do it over the phone so we needed to do it in person with 2 forms of identification. We decide to go down to XXXX XXXX in XXXX of XXXX to visit a BofA in person to show that XXXX is a real person and see what we can do. We spoke with the branch manager and he was very helpful, got XXXX verified, and we felt like we got somewhere by being able to explain our situation to a real human. We managed to get on the phone with XXXX 's bank while we were in the office with a BofA employee who could see all of my side of it. XXXX would not speak to the BofA employee after they got him verified. The branch manager gave us a number to call because there was a form we could fill out and sign and send back so that we could get him added onto the account. I called the number, requested the form, and was told it would take 4-10 days to receive and once it was filled out I could call Account Closures and have the account reopened. 3 weeks go by and no form, so I call again and request another form be sent. Again, I was told 4-10 days, but she also said that I could go into a BofA and sign a form in-person... ( I was just there! See the runaround I keep getting? ) 3 more weeks and still no form so I called a third time. This time I am told that there is no way to add him to the account as it has already been closed. I end up sending a packet to XXXX XXXX, the representative that responded to my complaint to the Office of the Comptroller of Currency a letter stating the hardship this situation has caused us, the statements showing my balance prior to the closure as well as the closure and removal of my money, 2 forms of identification for both myself and XXXX, a notarized letter from XXXX stating that he knowingly and willingly made those transfers of his own free will. I was later contacted by a woman named XXXX XXXX who had apparently taken over for XXXX XXXX- the Resolution Specialist for Regulatory Complaints who I sent the packet to. We were able to talk about the situation but she was not able to do anything for my situation. She stated that in order for the funds to be released they needed a recall request from XXXX 's bank ( which had been done many times already ), other than that there was nothing that could be done and she was officially going to mark the claim as " closed ''. I strongly disagreed with this and she assured me that it could be reopened at any time. I have since been unable to get in touch with XXXX. She does not answer her phone and she has not responded to the many messages I have left her. My biggest issue with this whole situation is that even after Bank of America deemed that the funds belong to someone else they refuse to release the funds unless specifically requested to do so by the other persons bank. And in this case, even after receiving a request they still won't release the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 999XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A