Date Received: 2023-08-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/2023, I went to Bank of America ATM in XXXX RI on XXXX XXXX. I took out {$300.00} but the ATM only brought out {$100.00}. I've contacted Bank of America several times about the issue, and nobody is helping me. They finally issued a claim number XXXX. They are literally going to take my hard-earned money I worked hard for. I have been with them for over 15 years, and this is so not fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02904
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am the Personal Representative of the estate of my brother. He was receiving distributions from the federal Thrift Savings Plan monthly into his Bank of America checking account, via ACH. These distributions continued after his passing until the TSP processed the death notification. Bank of America closed that account as part of the estate resolution process, but two distributions were sent to the bank after the account was closed. Those two distributions, totaling {$4000.00}, are entirely missing. TSP claims they were not returned from Bank of America and has issued a 1099 reflecting that amount as having been distributed. Bank of America claims to have no record of having received those distributions. I spoke with Customer Service at BofA and they informed me that they would not research this issue further unless I could provide ACH transaction trace IDs. I have requested TSP to provide those IDs but they are unresponsive. There is no reason to suspect that the distributions via ACH did not reach the bank since this had been functioning properly for many months prior to the account closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74133
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have set up auto pay on my Bank of America credit cards. My payments have not gone through several times. I have called Bank of America several times and have been told : setting up auto pay through the app doesnt work ( I then set them up on the website ) set up payment notification by email ( sometimes I get them, sometimes I dont ). I will get instead an email that my account is past due. I have set up auto pay four times on both my credit card accounts. In the meantime Bank of America is charging me late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On Friday, XX/XX/XXXX, I sent a XXXX transaction for {$3500.00}, then on Saturday, XX/XX/XXXX I sent an additional {$3000.00} XXXX transaction as I could not send the total {$6500.00} in one payment, this was for a down payment on a new car hence the large transaction amount, which this {$6500.00} transfer should have left my account with a balance of {$4000.00}. After the XXXX XXXX transaction, and additional, unauthorized XXXX XXXX was put on hold in my account by XXXX, which I have been working with them directly to correct this $ XXXX issue. However, when this money was put on hold XX/XX/XXXX, my account in the ending balance said it would have an available balance of {$1000.00}, which adds up since there was $ XXXX being held from {$4000.00}. On XX/XX/XXXX at XXXX XXXX, I received an email that my account had gone below {$100.00}, when I got a chance to log on at about XXXX XXXX on XX/XX/XXXX, there was only {$25.00} in my account, with absolutely no transaction history as to why there was a {$1000.00} discrepancy, I was forced to transfer $ XXXX from my savings to avoid low balance charges. I have gone to my nearest Bank of America branch to try and get this issue corrected, where I was treated horribly, they helped walk ins while I waited 15 minutes past my scheduled appointment time, when I finally got in with an advisor, I was attempting to explain the issues and the gentleman kept interrupting me so I politely asked " May I please finish my sentence '' the gentleman locked his computer, told me to not dare raise my voice at him, and went to leave the room. I said " Sir I have not raised my voice at all, I have been nothing but polite and am just asking to finish my sentence without being interrupted. '' He let me finish and then just stuck me on the phone with customer service so he didn't have to deal with me anymore. At this point, I am just waiting for the $ XXXX to be released back to me, but when I have been trying to find out about the missing $ XXXX, I keep getting sent in circles to different agents who all just keep saying they can not do anything since there is no transaction for the missing money - which is the exact problem - there is NO transaction for the missing money. If they are able to present me with a transaction and it is valid, then I would drop this is issue, but there is not a single person with Bank of America who can tell me where and why this transaction is. I have been on the phone with them everyday and getting absolutely no where. Today I was told that the low balance email must have been sent to me in error, to which I responded saying the email was absolutely not an error, there was in fact below {$100.00} in my account, the error is that it should never have gone that low in the first place. I need help, nobody with the bank is willing to help me recover these funds or even just give me an explanation as to where the funds went. I am now overdue on several bills including my rent and utilities as I don't even have the money in my account to pay them. I have attached screenshots of the low balance email I received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27527
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
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: Re : Complaint XXXX BofA responded : 1. ) by reading over the telephone, never in writing, saying XXXX. ) " We determined that the message you received online stating dispute service currently not available, was because you would need to call into Bank of America Credit card customer service to file the merchant dispute. '' This response is patently incorrect. When I received this response ( in writing from the CFPB ) I retried to file this dispute online and this time the dispute was accepted and I DID NOT have to contact BofA credit card customer service by telephone. My dispute is now pending at BofA. BofA 's XXXX. ) not accepting my dispute online in the first place, and XXXX. ) sending me and CFPB such a flimsy and incorrect response is more of the same behaviour of BofA that earned the bank a {$90.00} XXXX fine from CFPB and {$60.00} XXXX fine from OCC. See ATTACHED screen shots of actually filing the dispute in question online, despite BofA agent saying it had to be done by telephone. ( final screen shot is showing that dispute was accepted online. )
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: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For many years I have paid my Bank of America credit card balance in full through autopay from a checking account at another bank. This always worked without fail. In XXXX I took advantage of a 0 % APR Balance Transfer offer on my Bank of America credit card in the amount of {$10000.00}. A 3 % fee, totaling {$300.00}, was applied to my account at that time as well. Due to this balance transfer, I wanted to change my autopay from being the full statement balance to only the minimum payment due in order to take advantage of the 0 % APR promotional period. I was unable to do this on the website due to an error that indicated my account was not eligible for " Bill Pay '' despite the fact that I was trying to make a payment with my credit card, which is a different service. I also tried changing the automatic payment on my mobile app, but there I would get the message that " Your request can't be processed due to account status. '' I waited a few days to see if this status would change. On XX/XX/2023 there was still no change, so I made my first call to Bank of America. This conversation lasted 16 minutes. I don't remember all the details, and I didn't take notes, but I think that it was something along the lines of agreeing that I should wait to see whether the new balance transfer had temporarily affected the account status and that the issue may resolve itself. The issue did not resolve itself. I called again on XX/XX/XXXX and spoke to a representative for 11 minutes. This resulted in the customer service representative stating that they had requested my autopay to be reset, resulting in my automatic payments being cancelled, and that I should be able to access the online system within 24 to 48 hours and set up my new autopay parameters. This did not work. I called again on XX/XX/XXXX and spoke to someone for 13 minutes. After spending some time investigating the cause of the issue, they asked to access my browser with me in order to see the error messages I was getting. I declined because I was using my work computer, and I told them I would call back another day. I called again on XX/XX/XXXX and spoke to someone for 54 minutes. They assured me that the problem the first time was that I had failed to accept the Terms and Conditions of the autopay system, which should have popped up the next time I logged in. I did not recall seeing a popup, but I consented to having them reset the system again and trying again in a few days. They added that it appeared my original autopay for the full statement balance had still been in effect when they reset it this time, but that they had now successfully removed that autopay and reset everything. I took extra care to look for the popup over the next couple of days, but it never appeared. I called again on XX/XX/XXXX and spoke to someone for 58 minutes. This conversation ended up being extremely similar to my conversation on XX/XX/XXXX. I reiterated that it would be a disaster for me if my upcoming autopay occurred. I specifically asked the customer service representative whether my autopay was active, and she told me it was active but that I had no upcoming automatic payments since my next bill would be due in XXXX. She insisted that resetting the account would finally work, so I agreed that I would consent again to resetting autopay, even though I was skeptical. On XX/XX/XXXX ( today ) I got an email from the bank where I have my checking account stating that my checking account had been overdrawn. The autopay that I specifically requested Bank of America NOT to make had been made in the amount of {$10000.00}, which put my checking account at the other bank at a negative balance of - {$6100.00}. A few minutes after seeing the email I called Bank of America and spoke to someone for 16 minutes. This customer service representative offered to refund the payment, but that it would take 10 days to process. I can not live with a negative balance in my checking account for 10 days, so I refused and called XXXX XXXX, the bank that holds my checking account. A few minutes after I hung up with Bank of America, I called XXXX XXXX and spoke to someone for 11 minutes who was able to dispute the transaction and put a stop payment for future payments. The customer service representative said they couldn't assure me of whether the funds would be usable as it would take up to 10 days to dispute the transaction. I called Bank of America again and spoke to someone for 56 minutes. They insisted it was impossible to get my money back in fewer than 10 days, which I insisted was not good enough and that I would not be satisfied with that outcome. After several rounds of me asking what else could be done and being denied any other options, I consented to the refund request. I asked if I would be compensated for the loss of use of my checking account for 10 days and I was informed that they would not be compensating me. I mentioned that I STILL could not access autopay or make any changes on the website or mobile app, and the customer service representative followed the same steps as before and assured me that actually this time would be different because the person she asked to do the change for me is especially competent and it would work in 24 to 48 hours. I am skeptical of that actually being true. I also asked whether my promotional APR would still apply once the refund was processed. I was assured that yes, my 0 % APR would still apply once the refund is processed. I hope that's true because it would be the first thing that Bank of America has told me in the last month that wasn't a lie. In Summary : I called Bank of America 5 times in order to fix autopay. The last 2 of those times I specified that an upcoming statement balance autopay should NOT be made, and I was assured it was cancelled. Bank of America made the autopay of {$10000.00} without my consent, and my checking account is now overdrawn. Bank of America told me it would be 10 days until the refund would be processed. I was given no compensation, and I will have to live with a negative checking account balance for 10 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: RE : XXXX XXXX XXXX not recorded in XXXX. Clouding title. BORROWER : Redacted LOAN NUMBER : Redacted SUMMARY : We refinanced our home in XXXX through a XXXX ( combo loan ). 1st & 2nd Mortgage with XXXX Bank, but THE PROBLEM : When the XXXX mortgage refinance was executed, the previous {$340000.00} Mortgage with XXXX XXXX XXXX XXXX was paid off ; however they never recorded a XXXX XXXX XXXX The property is now facing foreclosure auction, yet we have an Approved Short Sale. We are cleared to close EXCEPT that the XXXX XXXX XXXX Mortgage still shows up in XXXX XXXX as outstanding. In other words, they never filed/recorded that the property and public records shows 3 outstanding mortgages, 2 are correct, but the 3rd one is not. The Unrecorded Satisfaction of Mortgage in the amount of {$340000.00} with XXXX XXXX XXXX XXXX. Re : Originated in XX/XX/XXXX, Recorded in XX/XX/XXXX and then re-recorded on XX/XX/XXXX ( citing : This Mtg is being re-recorded because First Recording was prior to Deed into Borrower The above was : Recorded on XX/XX/XXXX, XXXX XXXX, Book XXXX, Page XXXX Recorded on XX/XX/XXXX, XXXX XXXX, Book XXXX, Page XXXX Paid off with Refinance on, yet Satisfaction of Mortgage = Never Recorded. XXXX XXXX has been contacted, but we are not getting any response from them ; and our Short Sale Approval is about to expire. Should it expire, they will NOT extend further the closing and will proceed with foreclosing on the property. WE NEED HELP!! Please contact us as soon as possible. Were about to lose the Short Sale and lose the property in a foreclosure auction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On XXXX XXXX I received a phone call from a clerk at the courthouse. She proceeded to tell me that I was being sued and there's a lien on my property and a officer would be at my home shortly to serve me with papers. I asked her what was this about. She said I should have received a letter in the mail informing me what was going on. I told her I didn't. She told me to call the number she provided to get more information because she was allowed to do so. I thought that this was a joke because I knew I didn't owe anything due to the fact I checked my credit report every single week and there was nothing negative on it. So I proceeded to tell my husband you need to call to find out what was going on because I thought it was about him since there wasn't anything on my credit report. He proceeded to call the number I gave him and he stated they were very rude and told him we can't talk to you we need to talk to your wife. I was at work and had to take some time out of my schedule to call and find out what was going on. Why was there a lien about to be put on my property, when I knew I didn't owe anything? The representative I spoke to proceeded to tell me this was regarding a breach of contract from Bank of America. I advised him I never received a letter or anything. He stated this was an account open back on XX/XX/2003 and I owed {$21000.00} but they are willing to settle for {$6700.00}. I advised him I do not have that amount of money but I was fearful he stated they are willing to settle for {$3700.00}. Because I was scared of losing my home. I paid that amount on another credit card ( which I'm still paying because I don't have that type of money ), but I couldn't see another way out. I feel deceptive practices and intimidation was used to get me to pay. This was a 20-year-old debt that should have been and was dropped off after 7 years. They never gave me a credit limit of {$21000.00} and they use fear tactics to get me to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2023, I called Bank of America at XXXX to " enroll '' my card in " Travel Credit. '' As I explained to numerous reps during this call, once you reach an annual spending threshold of {$50000.00} on the card, you must call to enroll the account in Travel Credit pursuant to page 13 of their benefit & rewards guide. See attached PDF. This does not involve redeeming points ; it is met solely by hitting the annual spending threshold. The most recent calendar year, I spent over {$85000.00} on this card ( with a lifetime total of several XXXX XXXX dollars on it ). In roughly 1 hour and 15 minutes, I was repeatedly transferred from one department to another ( including promotions, rewards & benefits, and others ) and eventually ended up being transferred to departments to which I had already been transferred. As I approached an hour on the line with circular transfers, I asked for a supervisor who stayed on the line ( warm transfer ) with me but was similarly unsuccessful in reaching the correct department. She stayed on with me for multiple transfers, but we ended up with promotions with whom I had already spoken with no end in sight. As I was repeatedly told the call was being monitored and recorded, I too, recorded it and have an unredacted recording of the call. It would be nice if someone in BoA corporate took the time to listen to the entire 1-1/4 hour long conversation for what should have been a five-minute call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I sent a letter to Bank of America on XX/XX/2023 and on XX/XX/2023 have not heard any thing back from them. the issue is that they are reporting an account that their employees opened fraudulently with out my consent.nor knowledge. I would like to resolve this issue I am having with bank of america
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90032
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A