Date Received: 2023-08-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I received a new credit card from Bank of America ( Visa ). I called them because I tried to activate the card and the number was busy multiple times. then receive a letter that my card was frozen. Mind you I have never opened the account. I called B of A and spoke to someone who supposedly cleared the freeze and opened the account. I tried 2 times at 2 different locations to use this card. Both times it got declined. I called again each time being told nothing should be wrong with this card. Yesterday I called again and talked to the fraud department. I was on the phone with them over 1 hour and 30minutes. They told me I had to go to a branch with 2 forms of identification to to unfreeze the card. This has been a headache from day 1. I refuse to do anything. I asked them to cancel the card, they will not. I need help. I do not want this card or any affiliation with Bank of America. I need someone to help me, please? I have wasted 4 plus hours of my life trying to fix this. Bank of America refuses to help me. Please help, XXXX XXXX
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: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX, XX/XX/24, I received a notification on my phone, from Bank of America, regarding a fraudulent charge to my account. The charge was for {$50.00}. I responded via text that NO, I did not authorize the charge. Right after that, I received MULTIPLE phone calls from the Bank of America phone number XXXX. I was already panicked about the fraudulent charge, at my elementary school where I work, WORKING ... .and with the amount of times that my phone rang DIRECTLY FROM A BANK OF AMERICA LINE... I finally picked up. The gentleman on the other end of the phone impersonated a bank employee, listed off a fake employee number, and told me that there was a large XXXX transaction that had been made, fraudulently, and that I needed to put in these codes to " retrieve my money ''. That was a lie. I was already stressed with work, getting my son to school, a fraudulent charge, and so I wanted to remedy the fraudulent XXXX charge as quickly as possible. My mistake, I didn't think that someone could tap into a SECURE LINE with Bank of America to commit fraud. {$2400.00} was stolen from me by someone impersonating a BOA fraud representative from the very same number that is the ACTUAL fraud number for BOA. I submitted all information to Bank of America and just received a letter that stated that my fraud claim is being denied. Bank of America is not holding itself responsible for someone hacking into their secure line and taking advantage of their customers. The language that they use to warn against fraud is limited. They don't care that someone is literally using their phone number to conduct business. Millions of customers trust BOA with their money, their credit, their savings, and their lives. How can we trust a bank that won't take responsibility for their security shortcomings? They KNOW that this is happening and they are doing nothing. I have been a BOA customer for upwards of XXXX years and I am appalled at their lack of concern.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98372
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: XX/XX/2023 My husband and I have a VA Home Loan and due to hardship we asked for a forbearance. We filled out the application over the phone with Bank of America. They said we didn't qualify because of having a VA home loan. If we had any other loan, we would have qualify. That is Veteran discriminations
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a small business owner and have a small business account with BofA I deposited a check for XXXX on XX/XX/XXXX from XXXX XXXX XXXX XXXX and they said the money was debited from their bank on XX/XX/XXXX I deposited another check for XXXX from XXXX XXXX XXXX on XX/XX/XXXX I deposited another check for XXXX from XXXX XXXX XXXX on XX/XX/XXXX I deposited a check XXXX I went inside the branch and asked why the first check of XXXX was on hold when the check cleared my wife 's bank? The branch rep said the check will be cleared from the hold. Today, I see online the check has been put back on hold and when I call customer service they say it has to go to the reserve first. I asked to speak to a manager and no one has responded to my request. Now the XXXX remaining checks are still on hold. It has been 7 days and bofa is holding my money and I cant conduct my small business if they are not releasing my funds. How can they clear a check and then put it back on hold?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Bank of American changed my checking account from basic to " XXXX XXXX '' and when I do not meet their fund requirement they started to charge me " maintenance fee ''. I do not remember I authorized the account type change and asked for proof. They could not provide the proof but do not refund me the maintenance fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Bank of America increased annual fee on XXXX XXXX card to {$95.00}. Fee posted on XXXX statement with a due date of XX/XX/XXXX. Called in to cancel card of XX/XX/XXXX and have annual fee credited, account had a {$0.00} balance not including the new fee. Card member agreement states fee will be credited if closed within 30 days of statement date where annual fee appears. Agent confirmed fee would be credited and closed card. Received XXXX statement, only {$25.00} of the {$95.00} annual fee was credited, the remaining {$75.00} was not, in addition I was charged a late fee and interest. Called in XX/XX/XXXX after receiving statement, agent stated error would be corrected and account would be credited to {$0.00} within XXXX hours. XX/XX/XXXX still showing {$71.00} due called in again, again promised would be corrected to {$0.00} balance within XXXX hours. XX/XX/XXXX, no credit, my other bank of America accounts now showing a warning of late payment due to this account, statement is due today. Not wanting my other accounts effected I pay the XXXX. I received new statement XX/XX/XXXX with no statement credit as promised multiple times and addition interest charge of {$1.00}. I have wasted enough time on this, I am due a refund of {$72.00} for the annual fee that was required to be credited per the cardmember agreement, I request this to be sent to me via check and the account show a XXXX balance and closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been BOA cc customer since XXXX. My existing card did not accrue Rewards, nor have promotions so I asked BOA about a promotion. XX/XX/XXXX I called. The existing card charged 11.49 % interest BOA offered Unlimited 1.5 % Cash Back. No expiration, no fees. 0 % int. for 18 months. BOA sales included rewards on Balance Transfers, and if I spent XXXX, Id receive a {$200.00} cash reward. I applied. 1. Now trying to set up auto pay for the Balance Transfer at 0 % interest,, but in XXXX, XXXX, BOA eliminated the option to autopay equal installments ( 0 % interest for 18 months ). 2. BOA now says they dont give rewards on the Balance Transfers ( in my case {$5400.00} ). So I feel duped. I gave up my low interest cc ( 11.49 % ), as I believed I could get rewards on balance transfer, and I thought I could setup auto pay w. 0 % interest for 18 months, but BOA has eliminated that custom repayment option on their online website! BOA online banking options now limit customers to paying only the minimum due, or the entire balance. And get this, BOA advertises custom payments, right under the autopay setup link. I have a screen shot of that advertisement. I feel the promotion for new cards are deceptive and unethical of BOA. Consumers are being duped. I want my old credit card back!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Never received card funds was wiped out. Filed but denied. Claim XXXX XXXX Nevada cash XXXX Last XXXX card number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89156
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: The problem existed with a Bank America Credit card ending in XXXX and it was recently changed to a new card ending in XXXX. However, I was informed by you to reopen the case and I did. It was turned over to XXXX XXXX at Bank of America she thought it was a fraudulent activity that took place on XX/XX/XXXX. It was written up as a Fraud with the details that XXXX XXXX gave me to confer to the fraud department. My old card ( used in the fraud, ending in XXXX ) was instantly canceled and I was issued a new card ending in XXXX. The money was also refunded. I recently received a message from the bank stating the charges on the old card was made by me and I signed for the charges plus my PIN was used. I will contact the bank on Monday and XXXX XXXX because that particular card does not use a PIN or a Signature. I tried to contact the bank as follow but my email must be block : I read your letter concerning the account ending in XXXX associated with this new account number. However, the letter is inaccurate according to the information given. First : The old account ending in XXXX the information is inaccurate. The card did not have any PIN associated with it and no signature was required then and not required now. I have been a victim of Identity theft and apparently, it has been ongoing which can date back to the hacking date and scam date of XX/XX/XXXX. I recently had to reopen my federal credentials and federal papers due to a lack of the bank and law enforcement allowing information federally to become public information for scammers. I will contact XXXX XXXX of your bank about the decision of your choice because it has been acknowledged that someone tried and is trying very hard to be me but has no federal credentials for me. Consumer Finance.gov and CAC requested I reopen the case. XXXX XXXX of your bank said it was a fraud. You should have reviewed that account, and you would realize it requires no PIN or signature for any transaction. Therefore, you would have to show me my signature and my pin for me to accept your decision. If you can not show me this proof of agreement for the amount in question, I am returning to CAC, the Office of the Comptroller regarding bank disputes. I could not get the email submitted nor was I able to dispute the letter or do a rebuttal. I am not sure how to submit but the initial request to reopen this case was from your office and Office of the Comptroller of the Currency. Case # : XXXX I could not get into my account with your office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31404
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I went to check my account and I couldnt get in my online account and I tried to change the password and it wouldnt let me so I called Bank of America and they said theyre closing my account. Why??? The lady doesnt even know but Bank of America randomly decided theyre going to close it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A