Date Received: 2024-02-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Bank of America 's mobile app makes it exceedingly hard if not impossible to pay your credit card, and I believe that this is intentional so that more customers incur late fees and interest for failure to pay. I don't believe I can attach screenshots here, which makes it harder to describe the issue, but I'll try. I should clarify that I am a BoA credit card customer who does NOT have a BoA checking or savings account, and I do not know if this issue also applies to those who do. On BoA 's credit card mobile app, under your credit card balance, there is a pay button. For the first few months of having the credit card, I would click the pay button and it would give me an error and prompt me to call customer service. My card was on a 0 % intro APR deal so I waited some time to handle this, because it was annoying to have to call them. I finally called them after I got a late fee and asked them to reverse it as well as advise why in the world I wasn't able to pay my cc bill from the app. They took my external bank account info over the phone for payment, processed the payment, and reversed the late fee. They also sent over an instruction document on how to pay bills, which was zero help : hXXXX XXXX XXXX XXXXXXXX. My bank account is now added/connected to my BoA account from when I initiated the over-the-phone payment. The instructions in the above say : Log in to the Mobile app and select Pay & Transfer then Pay. Tap on the blue square next to the account you want to pay from and select Pay. Complete required fields and tap Pay youll receive confirmation. Except there is no blue square icon, and I'm not able to schedule a payment from that area of the app. Additionally, when I click " Pay '' from the app, the app shows a different set of instructions, saying that I have to go to Pay and Transfer, click Pay Bills, then " Tap Add Payee '', which also does not exist on the app. There is no add payee button. I tried to do this from the desktop site as well and got this error when I tried to click Pay and Transfer, Pay my Credit Card, AND Make a payment " There was a problem processing your request. An error occurred in the processing of your request. The request has not been performed. You have been taken to the Accounts Overview Screen. You will want to resubmit the request. '' So apparently the only way I can make a payment to my credit card is to call Bank of America and speak with an agent over the phone to schedule one, waiting upwards of XXXX minutes on hold to do so. I find this all extremely frustrating and archaic ( I have many credit cards through different institutions and literally every single one it is extremely easy and quite literally seamless to make a payment, as it should be ), but worse, I am highly suspicious that this is by design, not by mistake. The harder ( or more impossible, seemingly ), Bank of America makes it for customers to make payments, the more they can rack up profit in the form of late fees and interest. I am highly disturbed at this shady and ridiculous practice by massive Bank of America, and would like to see a class action lawsuit against BoA for their unlawful and deceptive practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80304
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX provided a copy of my credit report to multiple companies without my authorization : XXXX XXXX on XX/XX/XXXX -Ally Financial on XX/XX/XXXX -Bank of America on XX/XX/XXXX XXXX XXXX XXXX on XX/XX/XXXX As such, it is a very serious error in reporting. I never authorized such action, and this constitutes a violation of my rights under the Fair Credit Reporting Act 604 as well as a violation of my rights to privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My issue is with Bank of America and XXXX XXXX I previously submitted a FTC report to XXXX XXXX in reference to a Bank of America, acc # XXXX. XXXX XXXX says they followed the law of the FCRA 15usc 1681c-2. A consumer reporting agency is obligated to block the reporting of any information in the consumer 's file identified as resulting from alleged identity theft. So I opened a bank account with XXXX XXXX And a few days after XXXX XXXX frozen and or closed my account stating that Bank of America is rereporting something on my credit report that was blocked by XXXX XXXX. I sent a certified letter to Bank of America ( tracking # XXXX ) regarding the unresolved dispute and the unanswered dispute letter i sent. This situation is not only causing me undue stress but is also severely impacting my ability to manage my finances smoothly. the lack of communication and timely action from your end is exacerbating the situation. I kindly request your urgent attention to this matter to prevent any further complications. I believe that a swift resolution is in the best interest of all parties involved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check from the North Carolina lottery on XX/XX/year> for XXXX. The bank sent me a email stating the had info the check would be returned. It was from the XXXX XXXX i would like to know how the had info it would be returned and why. And they failed to credit my account with the required max amount of XXXX while the check is on hold. I have had this bank acct for over 20 yrs
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On Friday, XX/XX/year>, I was shopping at XXXX when I tried to pay for my item, I was surprised to find that my Bank of America credit card ( BOACC ) was declined. I tried the second time with no success. So, I paid for the items that I purchased with a different card. The next day, I received a prompt from my Apple Pay saying that I needed to remove the BOACC from its platform. I thought a mistake had occurred. I called BOACC customer service on Saturday XX/XX/year>. They did not give me any reason for the issue except that I needed to call the collection department on Monday. On Monday XX/XX/year>, I called BOACC and was transferred to the collection department and asked why my account in the collection is even though I had never missed a payment and my balance of BOACC was {$100.00} out of a credit limit of {$3000.00} by which I paid it right away thinking that was the issue even though no payment was due. The customer service employee did not know what the issue was and told me that my account was and is in good standing she did not know why my account was closed except that I needed to talk to the Risk department and then she said if anybody told you about the closure of the account, I replied that no one from BOACC reached out to me. She apologized and told me that she would file a complaint on my behalf. The following day, I received an email thanking me for the payment of {$100.00}. As of this filing, no one called me about the closure of my account. FYI : CC account # XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
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: Someone use my credit card on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX I tried to claim many times. Bank of America denied me because they said I used it with the chip and sign. So I researched and called to outlet and the store. It was closed since XXXX. My question HOW CAN I GO INSIDE AND USE IT? It doesnt make sense. I tried to explain to them. When I called them, they need me to provide phone number of the store and they would call but they never call. The third time I called I asked the guy if you want me to send the prove that I talked to the outlet and he said no. He said supervisor would call me in 4-5 business day, but no one call. I called again. I talked with supervisor, she is rude very rude and dont know how to solve the problem. She wants me to send the prove to them and they denied my claim again. Now I give you the prove. It is so disappointed. How can I use if the store is closed since XXXX. They still denied me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Bank of America 's refusal to acknowledge their responsibility in this matter is deeply disconcerting. They have not only failed to deliver on their promise to provide me with the essential means to access my funds, but they have also displayed a complete lack of empathy and disregard for my financial well-being. I urge Bank of America to reconsider their decision and to genuinely investigate the matter at hand. They can not simply dismiss my claims without a proper investigation, especially when it is clear that I did not receive the XXXX debit card in the first place. This flagrant negligence on their part has caused significant distress and setbacks in my life, leaving me struggling to make ends meet. I implore Bank of America to rectify their mistake and fulfill their obligation to compensate me for the loss and inconvenience I have endured. They must understand the severe implications their actions have had on my financial stability and emotional well-being. As a valued customer, I had expected better from a reputed institution like Bank of America, but they have shattered my faith in their integrity and commitment to their customers. I hope that my complaint serves as a wake-up call for Bank of America to reconsider their stance and take immediate steps to address my situation. I deserve to be treated fairly, with honesty, and with the respect I deserve as a customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93458
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: https : //www.bankofamerica.comXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX If you look at these instructions 1.login choose bill pay - you can not choose Bill Pay as such you have to choose one of the sub headings so the first instruction itself is wrong. 2.i think they are doing this to purposely charge interest and the fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 943XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The phone I was using with the bank died. I went into a Bank of America office on XX/XX/24 and had them change the *REQUIRED* ( required by Bank of America ) contact number to my new phone. The person at Bank of America did that. Nonetheless when I tried to access my account this morning Bank of America still sent the *REQUIRED* confirmation text to the old, dead phone!! Thus they have intentionally locked me out of access 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: 21234
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Monday XX/XX/2024 approximately at XXXX, I walked into my local Bank of America Branch to deposit cash. I waited in line to speak with a representative to make the depo But there was only XXXX person serving us. Due to a lack of staff and time that I had I asked a rep if I can make a large deposit in the ATM located inside of the Bank, he said yes and it should be faster then waiting in line. The ATM was being used by by XXXX person so i waited till he was done. After he was done And then I proceeded to the ATM and put my card in entered my pin, and pushed the deposit cash option. I deposited a total of {$3700.00} as soon as I deposited the last couple of bills, the ATM went to a Black Screen Returned my debit card and rebooted. I didnt receive a receipt nor the funds available in my checking account. I immediately asked the Bank representative what happened and I explained the above. They sat me down and asked me to call the Customer Service line by phone and was asked to file a claim. The claim was filed and they told to just wait until they have processed the claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90280
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A