Date Received: 2024-02-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Today ( XX/XX/XXXX ) I had made a few purchases during my lunch time at work. Later that afternoon when I went to XXXX XXXX and tried to make a purchase, my card declined despite having money in my account. Then I went into my online banking account and was unable to look at my account balances. Afterwards, I called the number that was given to me by the Bank of America. I was told that the bank decided to close my accounts. I had asked why and I was told it was a " business decision '' There was no wrongdoing on my part. I've been with Bank of America for several years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a 401k loan with Bank of America. I called and spoke with a customer service agent from Merrill lunch about my 401k payments and had mentioned to the agent that with my payments coming out from my part time job I would have missed payments since I dnt work that many hours but I could link my payments to be deducted from my bank account for there to be a none issue. The agent let me know that was not an option. I had asked the agent if missed payments would effect my loan or if I would lose my loan or if interest would change or if it would effect taxes. She stated no they would send a statement asking for payment but I will not lose my loan or be penalized for my loan as long as I had paid the amount off by the agreed amount of time of 4 years. I then call a few months later and asked a customer service the same question and they stated missed payments would not effect my loan. Soon I notice on my pay checks that had the funds to collect for my 401k payment where not being deducted. I called and asked merrill lynch what was going on and they said my loan was now seen as a withdrawal and Im required to pay the full amount of my loan off by the end of XXXX or I will be sent a 1099 as my loan as viewed as a withdrawal. I told them that I was not aware of this and I had been informed as long as my loan was paid off by the agreed time of 4 yrs I would not lose my loan or my loan would not be effected by taxes or interest change. I told them I would like to pay what I am behind as I was informed by a customer service rep of different information. They said there was nothing they could do and they would try to see what could be done and call me with in 24-72 business hrs. I never heard anything back. I understand that customer service representatives make mistakes, but when Im being sent a 1099 and am having to pay taxes on my 401 k that I have worked hard for and would like to keep and now and being required to pay a high tax rate for a withdrawal of a 401 k that was not my error. I asked questions to make sure I understood my loan. I was informed with wrong information and Im being held accountable for this. Im wanted to pay what Im behind and have my loan reactivated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I went to withdraw money from Bank Of America using a Bank of america state edd issued card and it gave an error message didnt dispense the money but subtracted the amount from my account I have trid to resolve the claim with Bank of America and they keep denting my claim and refusing to give me my money back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I called in on XX/XX/2024 - to report 2 fraudulent charges on XXXX - that totaled less than {$50.00} - in the process they issued a new card etc. The person who handled the fraud charges transferred me to customer service because I have received letters anytime making payments to this credit card via the BOFA app and then BOFA wastes postage and paper sending out letters saying the following : " We're sorry there was a delay in posting your credit card payment ( s ), but we've taken care ofit. " Unfortunately, the wrong account number was listed on your payment ( s ) for {$52.00}. Don't worry -- we found the correct account number ending in XXXX and applied it for you. Please be sure any future payments have the correct account number to avoid having them returned. This is at least the 4th or 5th time they have sent this letter again wasting time, money and postage. I got the run around from 3 diff reps on the phone today after spending an hour+ on the phone with them I was hung up on by a supervisor named XXXX approx XXXX XXXX XXXX approximately when her responses were hard to understand because she is not a 1st language being english speaker. When I asked her if her first language is English her exact response was Yes my 1st language is spanish. Implying that she clearly doesn't understand english and yet BOFA is employing her to be in a HIGHER supervisorial position and at the point of having a whole hour of time wasted being transferred around by 3 diff people all whom which failed to make notes or case # on this letter about why I keep receiving a letter about an incorrect account number when I only have one and make the payment directly thru the BOFA app choosing the only options it allows, date of payment, and amount to pay etc. last but not least where to send the payment from - at no point what so ever does it let me possibly input an account number for this to happen. So for BOFA to be delaying crediting my payments because of an internal error on their back end and then me calling in patiently waiting for over 30 minutes the first time and no one picked up I called back - got the fraud department and within 5 minutes he picked up and addressed both the charges. Additionally he then transferred me to customer service to some lady who made all sorts of excuses why she couldn't access the account because of flag/restriction placed after he did what he did. I asked for a supervisor after she said she made notes on the account, when I asked her to read the notes back what she said mentioned nothing about the letter or case # reflecting payment being applied incorrectly or anything else essentially not helping at all and then not even documenting what was said multiple times. I asked for a supervisor if not 4 - 5 sep times before getting transferred. I asked how long it would take for that supervisor after not getting transferred the first 1-3 times and was told 2 minutes it wasn't almost 8 minutes later at least it took to get the supervisor on the phone named XXXX -- the lady who transferred me to her says she can not give her last name out- which is also not true. If they choose not to give their last name out that's fine, but they can and saying she CAN NOT would mean she doesn't have the ability to speak her last name to me or anyone. Either way seeing as though I have a family member who worked at BOFA I also know that not to be true, then she said for security purposes - blah blah changing what she had said to begin with - again people that LISTEN to what they are told and then call people out for changing something later on often get frustrated. Never the less after getting put thru to XXXX the " supervisor '' she was extremely unhelpful rude, and then called me XXXX because she can't talk good English at the point of being on hold for an hour and getting no where I did ask her if English was her first language because I couldn't understand words coming out of her mouth the way she pronounced them. I asked her a question that was answered in a fashion that goes to show you that she is not good with communication and got emotional when someone simply asked a question which is absurd. Then called a customer XXXX. How in the heck is it XXXX to ask someone if their first language is the language we are speaking in becomes the problem. I absolutely plan to get my account closed out after getting the disputed transactions taken care of and the credit bureaus affected from this nonsense. BOFA should be absolutely ashamed at the poor level of customer service provided today. I called back after XXXX hung up while I type this complaint and have held now for over 17 minutes and haven't had anyone pick up the phone due to her emotional outbreak and taking offense to her speech problem then turning it around calling me XXXX. This lady is in need of a rude awakening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I oppened a credit card with bank of america, for the cash reward, i have to make a purchase of XXXX dollar in 90 days to get XXXX dollar cash bonus. After i made the purchase it was posted and i got the congratulation notification saying i got the reward. It's been saying PENDING for over a week and still not received. I contacted them, i had to wait for over an hour and i have the proof from the call log ; and no answer and they just hung up on me, i contacted them on XXXX no help, while i'm making this report i'm in the call and it's been XXXX minutes and still no answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77077
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a massive water damage to my home and i received a settlement check from my insurance company to repair the damages. All the parties payable on the check endorsed the check ( My self, My wife and my Mortgage company ) and the check was deposited to my checking account. The bank returned the check stating that the check must be payable only to my name and i should contact my insurance company to reissue a check under my name. When i contacted my insurance company they said as long as a Mortgage involved to the property any settlement checks will be issued to payable to all parties involved and the banks should know the procedure. The water damage happen to my home on XX/XX/year> and i can not start the repairs because of the bank not releasing the money to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I have a Bank of America account, and only have a Bank of America credit card attached to my SSN. I used to have excellent credit, I pay all of my bills on time and relatively leave no balance on my card. Before this incident, I had a XXXX credit score that I was very proud of. All of a sudden around XX/XX/XXXX, I got an email stating that my credit score has completely disappeared. There was no trace, and any online credit monitoring g service stated that I went from having {XXXX} in accessible credit to XXXX. I did not close any accounts, and my credit card was still active, so this made XXXX sense. Upon calling time and time again to BOFA, they stated that they have no control over this, and that the last time my credit was reported was in XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2024 XXXX XXXX XXXX came to my business to get a service. He agreed and XXXX {$200.00} to me. I provided the service for him. After that he called his bank to dispute. My BOA did a favor for him by refunded {$200.00} back to him without talking to me. He was scammed and fraud. I called my bank n talked with BOA digital fraud department, they said the transaction was completed, nothing they can do. I am a BOA loyal customer for XXXX yrs. They refunded my money back to him without talking to me, they treated me like no one. Thats totally wrong. Would you help me reopen the case n investigate. I am attachment zelle documents to you Thank you My name XXXX XXXX My email : XXXX My phone : XXXX My claim # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was trying to purchase tickets for XXXX XXXX XXXX XXXX XXXX XXXX in XXXX. Bank of America credit card didnt work for some reason and after several attempts to pay with the card including calling their customer service, they sent me the invoice for wire transactions. Being unfamiliar with sending money abroad, and to avoid any mistake I went to the nearest Bank of America Office to make the payment. They filled out the documents and sent the money. After XXXX weeks I contacted XXXX customer service, and I found out that they still have not received them. I asked my bank to help me trace the money and send me the confirmation. I have never received any credible information, my money has never been returned to my account and according to the recipient, they didnt receive it either. I spent countless hours calling the bank and trying to get any information. I've been transferred back and forth to different departments with the main goal of getting rid of me. Then, they began to give me contradictory information like the trace request was sent but the bank didnt respond, we didnt send it, somebody sent it in the wrong way etc. Eventually, I sent the documents to the XXXX customer service, and they went to the financial department, and they told me that they failed to add XXXX letters that were at the end of the account. I went to the bank asking them to fix it and to clarify the payment, but they failed to do that either. Then they told me that we must wait 90 days before they could start the investigation, then eventually, after several trips to the bank during my working hours as they are closed during weekends, we filed the complaint that was rejected after several months, and the reason was stated that the complaint was made outside 60 days requirement for disputing the transaction. So far nobody is willing to find out where is my money and assist me with tracing it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77382
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hi! I need you assistance to resolve the issue I got online of Bank of America. I have 3 accounts in Bank of America - checking, credit line and car loan. On XX/XX/24 I tried to make a payment to my car loan account in the amount of {$310.00} from my checking account, and after submitting it, my money went not to car loan account but but to my credit account which had {$0.00} balance. It was no options to fix mistake online, and there in Bank of America site is not option to pay my car loan from credit card. I called to Dank of America credit dept, spent about 2 hours listening to their offers, and finally living person picked up the phone, his name was XXXX from Florida, he stated he's in not right dept, transferred to another associate who's name was XXXX from Florida as she introduced herself, she was unprofessional and unfriendly, asked the same questions several times, kept silent frequently, mumbling something unclearly, than stated she " will do her best to transfer money back to my checking account but it will take 10 business days. When I asked to talk with her supervisor, another person picked up the phone, did not introduce herself until I asked her name, she told I'm XXXX but when I asked her position, she just hanged up. Currently I don't know if my request was submitted, if I get money back to my checking account to make payment on time, if I need to spend another several hours to get their staff response, and what should I do next if nothing was been done to fix the issue they created in their site. Can you please help? I'm really curious if anyone control Bank of America customer service, are they have any controlling dept. Please help me to resolve the issue! Thanks in advance!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A