Date Received: 2023-10-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been calling and contacting Bank of America constantly for over 6 months now on this issue and there has been no fix. The answer given each time is different and I just passed around on phone tag until XXXX rep says the issue will be fixed in XXXX hours... but it never is. I am unable to set up XXXX on my credit card account which is required to set up auto pay for credit cards for Bank of America ( XXXX system and the only credit card company I know that does this and it is awful ). I have had my Bank of America credit card with this issue for about 10 years. I had auto pay set up the entire time and everything was going smoothly. I opened up a checking account at the beginning of this year and everything broke in the system. ALL of my auto pays and XXXX were canceled and deleted. All of my payment history and payment accounts were deleted. I was unable to enroll in XXXX for MANY months. After months of calling non-stop I finally got to a rep who was able to fix XXXX of the card and said the second card would auto fix after that in XXXX hours... but it never did. I have continued to call constantly for now over 7 months and there is still not a fix. The rep that did fix XXXX issue said ( and confirmed many times ) that the problem is due to a old bill pay profile in the system. When I opened a checking account at BoA the system changed me from a " credit card only '' relationship to a " full banking relationship '', but the old profile was not deleted and not transferred. The bill pay system is impossible to work with and no one at BoA has the power to fix this and no one is willing to help. Phone reps just pass me around and say wait XXXX hours.. but no resolution. They also say someone will reach out but no one ever calls to fix this issue. I am unable to set up auto pay for 9 months and no end in sight. This is very limiting and very risky issue with a credit card. Not allowing a customer to set up auto pay is bad banking practice and should not be allowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75234
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: On XX/XX/2023, I began receiving emails that Bank of America had opened up online accounts in my name. I called immediately to report fraud. They froze the account but never shut it down. On XX/XX/2023, I had to contact them again since the accounts were only frozen and still not closed. I have had contacted again with them in XXXX, I was told all was handled and it was escalated. I received notice that on XX/XX/2023 now they are asking for me to provide them with verification of my identity to work the case. It has been 8 months and they have done nothing to take care of closing this fraud case. They have not provided me with any information from where it was opened, who opened it, how they identified the identity in order to open. I have had to file reports for fraud and BOA has done nothing to compensate my time or hassle while they have left this open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: All accounts listed for each bureau that I have uploaded are NOT my accounts. I have gone thru the FTC website, also submitted my own paperwork with the 605b and 609e, attached but to no change at all. The police would not let me do a police report because they said my ID is valid which what was used to get the vehicles and credit cards, but it was not me. Please help immediately please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I deposited {$4000.00} ( cash ) at Bank of America ( stand alone ) ATM located at XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. and XXXX XXXX ) in XXXX XXXX, for the first time. I might also add, that on XX/XX/23, I went back to the ATM to retrieve the Identification numbers of the ATM machines. There are 2 machines, one has an ID : XXXX and the other is ID : XXXX. I deposited {$4000.00}, but the ATM stated a deposit of {$3000.00} was made and requested an automated confirmation, or cancellation from me, which I promptly cancelled. The ATM gave back only {$3000.00} instead of my {$4000.00}, withholding {$1000.00} of my monies. I complained to the bank claims department and other personnel, but it was not addressed until one month later. On XX/XX/23, Bank of America withdrew {$4000.00} from my account instead of {$3000.00}, and did not credit my {$1000.00} back to my account. This is the problem and following are the details : I make monthly deposits in the amount of {$4000.00} to cover my mortgage and HOA payments. On XX/XX/XXXX, I made the deposit of {$4000.00} and the ATM asked me to confirm my deposit of {$3000.00} which was wrong so I cancelled the transaction. The ATM gave me back {$3000.00}, but kept {$1000.00}. I promptly called the bank while at the ATM and spoke to various people who directed me to the claims department, but no one could give me a straight answer on a resolution. I waited until I got home that evening and called the bank again. I spoke to someone by the name of XXXX who said I should not worry, because he sees a deposit of {$4000.00} in my account. On XX/XX/23, I went to the XXXX XXXX XXXX XXXX in New York, ( where I also live ) and deposited the {$3000.00} which I received back from my attempted deposit, with a Teller. I explained my dilemma to her letting her know that the ATM withheld {$1000.00} of my {$4000.00} deposit. She explained that my account shows that I have deposited {$4000.00}. I asked her to please give me a print out reflecting that my account is credited {$4000.00}. However, when she gave me the printout, I noticed that it stated {$4000.00} Temporary Credit Adjustment XX/XX/23, but it added the {$3000.00} that I had just deposited with her reflecting a {$7000.00} credit balance on my account. I told her that was wrong, my balance should only be {$4000.00} ( {$1000.00} withheld from my original deposit on XX/XX/23 and the {$3000.00} which I had just deposited on XX/XX/23 ) and not {$7000.00}. She said there was nothing she could do about that as this is what my account stated. I asked to but was told that my account reflected the balance and there was nothing to be done. I gave up speaking to anyone and knew that the bank will finally correct the error. The extra {$3000.00} remained in my account for the rest of the month, which I did not withdraw. On XX/XX/23, when I checked my account, I saw that {$4000.00} was withdrawn from my account instead of {$3000.00}. The bank reversed the {$4000.00} Temporary credit instead of {$3000.00}, since the ATM had withheld {$1000.00} of my original deposit ( {$4000.00} ) on XX/XX/23. I went to the XXXX XXXX Financial Center and met with XXXX XXXX, Relationship Banker and XXXX XXXX, Vice President, Financial Center Manager to find out what was going on with my account. XXXX XXXX called the Claims Department to let them know the claim was originally filed incorrectly for {$4000.00}, instead of {$3000.00}. I was told by XXXX XXXX to check my account within the next few days to see the status of the claim. On XX/XX/23, I met with XXXX XXXX to discuss this further. She spoke to the claims department to inform them of the error. On XX/XX/23, I received an email that the claim was closed which stated Claim Not Paid. I went back to the Financial Center to speak with XXXX again, who called the Claims Department again, and was told that I needed to write a letter outlining the details of my complaint. She then typed up a letter for my signature, with my authorization and faxed it to them, while I sat with her, She requested the claim be reconsidered for review. On XX/XX/23, when I checked the claim status, I saw it was closed again and Claim Not Paid. As you can see from my history, I make deposits in my account for {$4000.00} for monthly mortgage and HOA payments. I am requesting that Bank of America credit my account {$1000.00} that was deducted in error. The bank should have reversed {$3000.00} and not {$4000.00}. This has been ongoing for about 2 months now with no resolution. I am very frustrated and disgusted with Bank of Americas service, particularly after being a long time customer without any issues. I am asking for your help in resolving this problem as expeditiously as possible. If you have any questions, please give me a call at the above number. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11217
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a Bank of America business cash award credit card on XXXX Reference number # XXXX it got denied and regardless of the reason being denied I have the RIGHT to CREDIT, with them holding my access to my securities is security fraud and theyre violating the equal credit opportunity act & consumer credit protection act. The young lady didnt want to provide her name but the call was recorded and monitored and I told her to read to me where it say in the acts I could not be extended credit because of my credit history? She went silent then rush and gave me the reference number then disconnected the phone on me. I know Im entitled to credit regardless of my credit history this is the reason Im reporting Bank Of America lending team/department . Please help resolve the issue quick as possible thank you, XXXX XXXX attorney in fact for the all XXXX name 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: 337XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Twice within the span of a year, Bank of America has declared me dead. XX/XX/XXXX they said they transposed digits to someone else 's SSN for their death certificate and they ended up inputting my SSN instead and sent my SSI check that I live off of back to SSA. It took until XX/XX/XXXX to receive the 3 months of funds that I didn't get on time due to this error. On XX/XX/XXXX, Bank of America did not deposit my SSI direct deposit for XXXX into my account, NOR did they send it back to Social Security Administration or notify them that Bank of America declared me dead again. We spoke to BoA on XX/XX/XXXX and XXXX XXXX ( a representative from the bank ) informed us that they received a death certificate for me from a 3rd party on XX/XX/XXXX. After talking with the bank again on XX/XX/XXXX, we were told there was no death certificate or 3rd party. SSA still has me as alive, and received no notice from Bank of America that they declared me dead. Bank of America committed bank fraud by not depositing the money into my account, and by not returning the money to Social Security Administration. This also constitutes as wire fraud because it was direct deposit, and I face losing my home for the 2nd time due to Bank of America 's federal criminal actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
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: My {$3200.00} flight ( ticket purchased XX/XX/XXXX for a flight XX/XX/XXXX ) was cancelled by an airline, and the airline told me there was nothing they could do to refund me and they are no longer responding to my inquiries. I called Bank of America on XX/XX/XXXX, and a customer service agent there helped me file a dispute. This agent told me I had up to 1 year from time of purchase to file a dispute, so my filing was right at this deadline. I mailed in all the supporting documents from the airline to their dispute office. On XX/XX/XXXX I received a message from Bank of America saying my claim was denied because it was filed after their 60 day dispute window ( which conflicted with the timeline the previous agent provided ). I have since had a nightmare experience with Bank of America trying to sort this issue out, and they claim there is nothing they can do now that the case has been denied. I am out {$3200.00} and everyone involved claims theres nothing they can do about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I use online bill pay. I established a new recipient within my banking system on XXXX XXXX, providing all required data ( e.g., account info, address, phone, etc. ). I scheduled a payment and noted the " due date '' was XXXX XXXX. My expectation was the check would be received by the recipient within a day or two of XXXX XXXX, understanding that XXXX XXXX is a Friday and perhaps mail would be delayed by a day or two. On XXXX XXXX, the recipient emailed to note they had not received the check. I called the bank to inquire. The bank confirmed the recipient was established on XXXX XXXX and a check was issued and mailed via US Mail on XXXX XXXX. On XXXX XXXX, I will incur a late fee penalty, unless I pay electronically at additional expense. This " delay '' in check receipt has happened at least three times in the last two months. My primary complaint is that I established a due date based on my billing cycle and communicated that to the bank. The bank established when a check would be sent to achieve that due date ( within reason ). However, the system isn't working well and the bank is essentially shrugging their shoulders and blaming the US Mail. The bank did agree to pay any late fee ( if requested ) after they conduct an investigation. Which means I would have to initiate that for each occurrence and hope they accept responsibility - I have my doubts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28056
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Seen several unknown hard inquiries on my consumer report and I would like them removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX FL XXXX It has taken almost 1 year for Bank of America to research and discover that the lona was " paid in full on XX/XX/XXXX ''. Bank of America conducted research for several months, we provided them a borrowers authoriztion and Bank of America released all the details pertaining to the loan. Speaking with Bank of America 's, XXXX XXXX XXXX XXXX it was determined that the loan was " Satisfied '' and the investor in question would released the lien because the loan was " satisified and paid in full. '' We provided Bank of America with the authorization form that they provided to the investor and XXXX HUD Division to release the details of the loan and so that HUD can reassign the first mortgage back to Bank of America ; in which they did and it was recorded. In turn once assigned to Bank of America, they recorded the " satisfaction of mortgage '' because it was clear and evident the loan was paid off in full on XX/XX/XXXX. Recently, Bank of America has stated there was an error but no official document has been provided. As of now I run the risk of loosing my money and investment of {$500000.00} because Bank of America is committing fraud. There is no way that this was an error but a corruption to steal and deceive hard working families with money from their retirement. It is terrible that with all the evidence Bank of America has provided us that there all of sudden is an error, given the facts that executives have been involved and a attorney signed the release ; not to metion HUD reassigned the first mortage back to Bank of America. This does not seem like an error but a corruption to steal from a Florida family who runs the risk of loosing {$500000.00} and their life savings. I am not an attorney and I do not know the laws or statues but this is fraud, corruption and decieving to the hard working family. I am request the CFPB helps us in dealing with this theft and deceit because we will loose our life savings on this " so called error or mistake ''. On XX/XX/XXXX - XXXX HUD Division XXXX Ticket No XXXX - Lien Release Department - Hello, This loan was transferred to Bank of America . Please contact them for further assistance. On XX/XX/XXXX - Bank of America - XXXX XXXX XXXX ( VP ; Senior Operations Consultant ; XXXX XXXX XXXX XXXX XXXX : " This is not for the acquiring of debt, the authorization form is needed in order for us to receive the information from the third party investor in order for us to have the lien released. '' On XX/XX/XXXX - Third Party Authorization Form - XXXX HUD Division XXXX Third Party Authorization provided for release of information. On XX/XX/XXXX - Per Bank of America 's request - HUD assigned the XXXX XXXX to Bank of America for a release. On XX/XX/XXXX - Bank of America recorded a Mortgage Release, Satisfaction and Discharge. On XX/XX/XXXX - Bank of America - XXXX XXXX XXXX - " Can you tell me when the transfer was completed, we reviewed the county and we do not see an assignment. We completed the XXXX XXXXXXXX XXXXe, and Hud would need to provide an assignment for the 2nd mortgage listed. '' On XX/XX/XXXX - Bank of America Home Loans provided the owners with proof the XXXX was " Paid and Satisfied in full on XX/XX/XXXX ''. The deceased borrower did not own any monies and the XXXX was indeed satisfied. On XX/XX/XXXX - Bank of America recorded a " Recission of Satisfaction '' without proper notice, reason or justifcation. Given the fact the XXXX XXXX is satisfied and HUD 's second position is inaccurate. On XX/XX/XXXX - Bank of America per HUD 's request has obtained an attorney to avoid responsibility and accountability for the cover-up that there is fraud being committed. Given the sudden changes on Bank of America 's position, there is evidence this was not an error but a cover up to help HUD and not honor that the loan was " paid and satified in full on XX/XX/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: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A