Date Received: 2023-08-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was notified by XXXX that a hard inquiry hit my credit score immediately followed by a decrees in my credit score. I logged in and noticed that there was a Hard Inquiry from Bank of America. I happen to be a customer of this institution so I called their fraud department and notified them that this is fraudulent and to NOT approve the application. They informed me that someone applied for credit for XXXX XXXX and a cruise line. I have notified XXXX that this is fraudulent and that I want the inquiry removed and they advised me to notify and report this to the FTC. I have not applied for any credit or loans of any sort nor have I had any previous issues regarding ID theft. I do want to prosecute if these culprits are caught. Contacted : Bank of America Fraud Department on XXXX Contacted : XXXX Dispute Department on XXXX Inquiry Date : XXXX Type Bank Credit Cards- Phone XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85048
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: OVERVIEW : Since XXXX I have been a preferred customer of Bank of America ( BofA ), with two savings accounts, a checking account, and a VISA credit card. The VISA card is paid automatically from one of the savings accounts ; there has never been a late payment, interest charges, or penalties of any kind. On XX/XX/XXXX, I was alerted by email that my Bank of America checking account had been hacked, beginning at the end of XXXX. I visited the Banks XXXX branch and the bank representative changed the passcode. On XX/XX/XXXX, I checked my ATM and realized that unauthorized withdrawals had been made from a savings account. No alert was given by the bank. Again, I visited the bank and was told that my accounts would be frozen. On a XX/XX/XXXX visit to the XXXX branch I observed on the bank managers computer that my accounts had not been frozen and looting had continued ; in excess of {$40000.00} had been stolen. Between XX/XX/XXXX and XX/XX/XXXX BofA never reached out to me, via phone, email, or letter, regarding the unusual activity or to resolve the issues due to the activity. All contact was initiated by me, either by telephone or in-person at the XXXX, MA branch XXXX. No one took ownership of the situation to resolve it. Phone calls, with repeated transfers, were always with different individuals who had no knowledge of the issues. Even bank managers at the branch location had no authority to make decisions and relied exclusively on the same telephone contacts. Additionally, the restitution of funds was random and did not correlate to the amounts of the unauthorized withdrawals. BofA has not provided a specific statement of the stolen amounts and date of reimbursement, despite my repeated requests ; at this point I am not sure that all missing funds have been replaced. XXXX CARD : On my XX/XX/XXXX visit to the XXXX, MA branch, the bank manager told me that my BofA VISA card account was perfectly safe, even though my other accounts had been compromised. I last used the card on XX/XX/XXXX when I realized unauthorized charges were being made. Payments for the VISA account had always been made as automatic deductions from a savings account. However, due to the issues with my accounts being hacked, branch personnel suggested I either pay by check or in person by withdrawal from a still existing account. On XX/XX/XXXX, I paid {$2900.00} on to satisfy the XXXX bill, and then on XX/XX/XXXX, I paid {$2300.00} for the XXXX bill. For both of these transactions, bank personnel stood with me at the teller and I received written receipts. Additionally I received an email acknowledgement that the XX/XX/XXXX payment had been received. In XXXX I received a bill without itemization, which I assumed was the bill for XXXX, and sent a check for {$320.00} on XX/XX/XXXX ; this check was from my new bank, not a BofA check. Thereafter I received subsequent bills that credited none of these payments. Telephone calls and visits to the branch resolved nothing. I called or visited the bank at least XXXX times and no explanation was given. Between XX/XX/XXXX and XX/XX/XXXX no bank personnel contacted me to help or explain no letter, no email, no phone call. All contact and communication was initiated by me. In XX/XX/XXXX, a new branch manager called me and met with me, the first time the bank reached out to me. She was able to figure out what happened. The teller payment for XXXX was credited, but the XXXX payment was not, as the bank had failed to unfreeze the account from which the payment was made. The XXXX check had been rejected for reasons unknown. BofA, however, cashed the check for {$320.00} but it was never applied to the VISA. Moreover, the bank never terminated the automatic payment of the VISA bills, even though it had frozen the accounts and/or there were eventually no funds. I was told by bank personnel that the autopay would not terminate for 45 days. Throughout this period I received notices of the banks inability to automatically withdraw. All the while the bank was charging late payment penalties and interest on the unpaid balance. I also received two collections calls. In XX/XX/XXXX XXXX notified me that the bank had filed a delinquency notice on my credit report. In XX/XX/XXXX I had two meetings with the current XXXX bank manager at which she presented her personal calculations of what was owed on purchases. Unable to rely on verbal representations, I requested an official letter from the BofA confirming removal of the delinquency notice, deletion of all penalties and interest charges, and the final amount required to completely close out any VISA issues. The bank manager told me a letter would be sent and followed up twice to check on receipt of the letter. Subsequently she conceded that the Bank would not send a letter and referred me to a vice-president in charge of area banks. I spoke to the VP and she indicated that she would look into the matter. Shortly thereafter, I received emails stating the Bank demanded payment of interest on the VISA card. On XX/XX/XXXX, I paid {$2400.00} in cash at the bank representing the remaining amount of actual purchases made with the VISA card. The month before, I had paid {$1100.00} at the specific request of the bank manager. Prior to all this, I have never had a late payment or failed to pay in full in the past ; I refused to pay any of the interest or fees resulting from the Banks neglect and abusive conduct. I did appeal the interest and charges, but the Bank rejected my appeal. Contentions : Bank of America ( BofA ) neglected to immediately freeze all accounts to prevent further looting. BofA declined my requests for a full accounting of all losses and reimbursements to my accounts. Without this I am unable to determine if I have been made whole. BofAs handling of my VISA payments was negligent I did everything a customer would be expected to do, but the bank failed to correctly process and credit payments made in person. BofA cashed and deposited but negligently failed to apply check payments towards the VISA balance. BofA failed to terminate the automatic payments, and failed to assist with terminating the autopay, knowing the linked accounts had been frozen or had no funds. Between XX/XX/XXXX and XX/XX/XXXX, BofA never reached out to communicate with me about these issues. All contact and communication ( at least XXXX times ) were by my calls or visits to the bank branch. Until XX/XX/XXXX, no explanation or correction of the corrupted VISA account was provided by the BofA. My XX/XX/XXXX request for ( a ) a letter outlining the VISA status, ( b ) removal of penalty charges and interest, and ( c ) removal of the delinquency on my credit status was never complied with, even though the branch manager indicated otherwise. In XXXX I paid the entire amount due to the VISA card, as assessed by the branch manager, for purchases made. BofA has refused to waive penalties and fees which were assessed due to the Banks negligent handling of the VISA account. Bank of Americas negligent handling of my accounts, refusal to comply with my requests for explanations, defamation of my credit status, and resulting collections calls, have caused me physical and emotional distress. The Bank seeks to penalize me for its own negligence, poor practices, and intentional misbehavior.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The end of XXXX through the beginning of XXXX. I noticed fraudulent charges on my account. I called my bank and disputed them for fraud. I was credited temporarily for the inconvenience. However, I was just charged again for the fraudulent charges and am now told I'm responsible for these charges. Claim ID : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Complaint to the Consumer Financial Protection Bureau ( CFPB ) Date : XX/XX/2023 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, Washington XXXX DC XXXX Dear members of the CFPB, My name is XXXX XXXX XXXX XXXX and I am writing to you to formally lodge a complaint against Bank of America ( BOA ). The reason for this complaint lies in a series of XXXX unauthorized and fraudulent charges on my credit card that BOA has refused to remove despite having followed the protocol for reporting unauthorized charges. These transactions all occurred on the same date, XX/XX/2023, and their amounts fluctuate between {$99.00} and {$99.00}, which I find highly suspicious. Please see attachment of the BOA Statement ( transaction date XX/XX/2023 ) The total of these fraudulent charges amounts to {$2400.00}. I contacted BOA and followed their protocol to report these unauthorized charges. However, during a follow-up call with BOA customer service today, I was informed that a letter was sent on XX/XX/XXXX denying the removal of these charges. I never received this letter. This decision is unacceptable and contradicts my consumer rights in cases of banking fraud. I hope that the CFPB can intervene in this matter to ensure that BOA assumes its responsibility and reimburses the fraudulent charges. I appreciate your attention to this complaint in advance and look forward to a favorable resolution. Sincerely, XXXX XXXX XXXX XXXX XXXX box XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PR
Zip: 00771
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2023, I purchased two ( 2 ) XXXX gift cards at the XXXX XXXX XXXX XXXX Bank of America, XXXX XXXX XXXX XXXX, XXXX, AZ XXXX, from teller XXXX. The amount placed on each card was {$490.00} ; however, I was billed {$990.00} for each card. I have written the bank branch explaining this and requesting a refund to no avail. Bank of America refuses to acknowledge their error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Hello. I first filed this complaint with the company in XXXX of 2020. I received a large portion of my unemployment from XXXX. I'm not a tech savvy guy I'm not a bank guy I don't like dealing with these things and what I noticed right away was someone from high school I had hired to do some work at my home it just so happens I know him from high school that's not why I hired him anyhow my guess is that he either took my information from my house or took a picture or however he did it but I noticed almost immediately that my email address with my unemployment would Bank of America was replaced with his personal email address first name and last. After I noticed that I looked at the transactions and sure enough several XXXX dollars came out of my account and he apparently used some sort of payment program with XXXX to pay people who I've never even heard of in my life. I would guarantee that if you were to see where those payments originated from it would be from his XXXX account or one that he made or something like that I don't really know how these things work. like I said I'm not a bank guy or tech guy I was busy working out of town I didn't want to call about it I hate calling banks so it took me you know a couple of months to get around to calling about it because my girlfriend would not let it go. Once she told me the total that's when I got pretty angry I contacted him the thief and of course he denied it but he used his own email address on my Bank of America account XXXX separate email addresses and I don't know any of these people that he paid my money to. Shortly after that my phone was in an accident at work and I lost the screenshots and any evidence that I had and so I just sort of said you take some losses in life. Now fast forward till now and I got a new phone newer since then and my girlfriend was able to pull my back up from that time period I didn't even know I had a backup. So I just got a large file with several pictures that I haven't seen in years. A couple of those pictures were those screenshots that I lost so long ago. Now I have the actual evidence that this guy stole my money. I filed a claim again with Bank of America they locked my account out which I still having trouble getting a new car from them and I don't know why I can log into my account through the app but it says there's a problem with my card still and I can't log in on the online website which apparently is different. I have the screenshots showing he switched out my email address and locked me out of my account for good period of time I also have part of the transaction list since I can't log into the account fully anymore I can't pull the whole transaction list but it's on there somewhere. I want to say the total is somewhere around {$2400.00}. And I have been chirping at Bank of America about this since XXXX of 2020. At some point I was able to get a new card and I still have that card if I haven't used it there I mean I don't even know how to check to see if there's anything on it cuz I can't log in to the website to see anything it just tells me there's a problem with the card in the call and I've tried that and they want me to go to the branch and do all this stuff I live pretty far from any branch and I already went through all of this stuff and got a new card so now I don't know why the new car doesn't work and I can't login. The guy ended up going to prison for fraud for a few years not because of what he did to me although he should have he's known for doing this and I just want my money back That's all I want that's all I've been trying to get for 3 years now. My name is XXXX XXXX and his name is XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have applied for the bank of america custom cash rewards card in the morning and I got approved for it over a call and after that I receive no email about any other information in e-mail and I was genuinely concerned about this and chatted in help section on the Bank of america app and I was said to check application status on tool and the tool said my application is rejected I was concerned and I called Bank of America again they did not provide me with any concrete solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85281
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: On XX/XX/2023, I tried to personally deposit my XXXX XXXX XXXX check for XXXX $ at a Bank of America branch in XXXX, CA. Hoping I could have immediate access to the funds, the teller mentioned the funds wont be available for the next few days as it was only for deposit and they would have to check availability of payer funds ( XXXX ). BofA has been putting a check hold on all deposited checks since the start of 2023 in which my account has incurred accumulating overdraft fees. XXXX issued the check XX/XX/2023 # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I called Bank of America on XX/XX/XXXX once a credit report pulled from XXXX XXXX XXXX XXXX showed that a bank account was opened up in my name while I was XXXX XXXX XXXX XXXX. The account was opened up in XXXX. I was in XXXX from XXXX to XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49504
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2023, several unauthorized transactions were made with my prepaid Bank of America EDD debit card... visaprepaidprocessing. I filed a claim over the phone but realized the agent did nit include all the fraudulent transactions in the claim..I called back and filed an additional claim for a little over {$300.00}. All the unauthorized transactions were made on XX/XX/2023 and the unauthorized merchant is a company called XXXX. On XX/XX/2023 I was surprised to see BOFA had given me a credit of {$320.00} for the claim I had filed after realizing the agent did not include these transactions in the original claim. So if they approved XXXX to be reimbursed for unauthorized transactions made on XX/XX/2023 through a company called XXXX, then why didn't they reimburse me for the other claim, the one with unauthorized transsctions dated XX/XX/2023, all from XXXX? They approved XXXX but not the other. I got a letter in the mail with a vague evasive answer why it wasn't approved. I have since requested a reconsideration 3 times and have requested this be escalated. I'm only told reconsideration requests can take up to 45 days. Ridiculous and unacceptable. What kind of intelligent people do you have working in your back office? Who decided they're going to approve one claim for fraudulent purchases made on the same date as the other purchases, which were then denied? This makes absolutely no sense. I do not understand how you can approve one claim for unauthorized purchases made on XX/XX/2023 from XXXX ... but not approve the other claim for unauthorized purchases made on XX/XX/2023 from XXXX. 45 days is not ok. This is too long to wait for someone with half a brain to see BOTH CLAIMS SHOULD BE APPROVED. YOU APPROVED REIMBURSEMENT FOR ONE CLAIM BUT NOT THE OTHER. APPROVE MY CLAIM!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92220
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A