Date Received: 2023-07-23
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have Bank of America Visa credit card. As part of my benefits I can get reimbursed ones pe year to apply for XXXX XXXX XXXX for me and my wife. By the end of this year my wifes and my XXXX XXXX Cards will be expired, and I decided to renew both cards. To verify my benefits I called Bank of America customer support, and person confirmed that I and my wife will get reimbursed for XXXX XXXX Cards renewal. After I completed renewal online, I received reimbursement only {$100.00} for me, but not for my wife. I called Bank of America customer support and after being on hold and selecting all options to connect to the right representative for almost 45 minutes, I finally spoke with XXXX representative. Thank conversation was absolutely useless since did not know the issue and forwarded my call to U.S. Customs and Boarder Protection hotline. I could not understand how U.S. Customs and Boarder Protection office can help me with Bank of America credit card rewards benefits. I called back and spoke with XXXX representative. At least he was some how helpful, and created case number to escalate this matter. A week later, after I did not receive and feedback from Bank of America, I call the again and spoke with another representative. Unfortunately, representative told me that my refund was denied because I have only {$100.00} refund per year. I explained to her that I was given false information then I call to verify coverage. I told her if I knew I have a limit, my wife has her card from XXXX XXXX with the same coverage, and I would use my card for myself, and my wife will use her card for herself. It was impossible to get through her and later through her manager. They bot did not have any empathy and willing to help and resolve this issue. It was like hearing pre-recording message We Decline your claim. I told them I have checking account, Visa Card and HELOC account with Bank of America, but now I may look somewhere else when my next cycle to renew my Visa card, and I will move to other banks who treat their customers with dignity and respect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I had a previous checking account with Bank of America. They were killing me with insufficient fund fees for all kind of transactions. Because of these fees, the account was always negative and I had no choice, but to close that account. That was in XXXX. Two years after, in XXXX, I opened my actual checking account and it was also subject of all kind of insufficient fund fees. Now, that the law required bank of america to refund these fees to customers, I expect to receive all these fees back. however, for some reason the Bank never contact me or issue any type of refund to me. I know that I was a victim of that practice in the past and still a victim today before the bank stopped this exploitive practice. So, please help me recover all the money that Bank of America took from me. I am really in need and I have a lot of debt to deal with. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33167
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I've been looking to make a big purchase ( engagement ring ) recently so I signed up for Bank of America 's Unlimited Cash Rewards credit card. I was approved on XX/XX/23 with a credit limit of {$16000.00}. I chose this card specifically because of the cards features listed here advertised to anyone by Bank of America {$200.00} in rewards for meeting a certain spending amount in 3 months 1.5 % unlimited cash back 18 months 0 % APR My card was shipped on XX/XX/23. I received the card and made a purchase for {$16000.00} ( the limit they gave me ) on XX/XX/23. I placed another {$5000.00} on another Bank of America card ( Customized Cash Rewards ). Then on XX/XX/23, I received a letter saying Bank of America was closing both my accounts for the following reasons ( Recent transaction activity on the accounts ) + ( Number of trades on my credit report ). As the only transaction that occured on my Unlimited Cash Rewards card was for my engagement ring that must have been what triggered the closure. The problem is they essentially pulled a {$600.00} bait and switch with their advertising. They promised the rewards as described for making certain purchases, approved my application and credit line, and now closed my accounts and refuse to provide the {$450.00} in rewards for me to use for the Unlimited Rewards Card. In addition they closed my Customized Cash Rewards card and refuse to let me use the $ XXXX rewards that I earned from using their card for this purchase and previous purchases. I contacted Bank of America on XX/XX/23 to log my complaint and a customer service manager named XXXX from Texas, requested reconsideration as he deemed it credible and reasonable. All I have from this complaint log is a ticket number from that date that I saved as a draft in my gmail account ( attached ). This can't be seen as gaming the system as I am accepting their advertised offer. I pay all my balances on time. I know Bank of America collects card swiping fees so how can they accept my purchases and bill me the balance without keeping their end of the bargain to provide the rewards as they offered? You can't have it both ways... profit off my choice to bank with Bank of America but refuse to provide rewards promised. I'd happily take my purchase elsewhere to another card company who honors their rewards as advertised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This complaint is to repoen or continue an investigation I filed under XXXX in XXXX of XXXX with Bank of America-Small Business due to the closure of the account number, XXXX XXXX XXXX, while I was seeking an investigation of an unknown check in the amount of {$74.00} on XX/XX/2022, XX/XX/2022, and XX/XX/2022. These transactions resulted in an ending monthly balance of $ XXXX, which includes a monthly service fee of {$16.00}, a NSF of {$35.00} ( XX/XX/2022 ), another NSF of {$35.00} ( XX/XX/2022 ) and additional charges of {$14.00}. ( Please see XXXX XX/XX/2022 to XX/XX/2022, page XXXX ) XX/XX/2022, I was unaware of these transactions, so I used my debit card and made a purchase of {$3.00} and XXXX. Then ending of the balance for XX/XX/2022 was - {$130.00}. ( Please see XX/XX/2022 Statement pages XXXX ) Due to COVID19 and its impacts it had on myself and my family I was traveling to and from GA, but on XX/XX/2022, I contacted BOA when I became aware of the negative amount and was instructed to complete forms that would be emailed to me. The forms were submitted on the same day, but I didnt see them until later. So, again, I contacted BOA and were sent the forms again on XX/XX/2022. Finally, on XX/XX/2022, the form was submitted and I was advised they would complete the investigation within ( XXXX ) buiness days. ( Please see document numbers : XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX for reference ) After waiting 16 business days, I contacted BOA on XX/XX/2022 for an update and was advised there were no recepits of the request and to resend. At that time, I requested a manager. I explained to the manager that my account is in jeopardy of closure and I had sent this request on XX/XX/2022. He instructed me to resend the document and he would have the case escalated to avoid the account from being closed. All of these events took place during the call interaction. Afterwards, I called everyday to check on the status of the investigation only to be bounced from one department to the next. ( Please reference document number : XXXX ) Finally, on XX/XX/2022, Bank of America completed a FORCED CLOSED ACCOUNT in the amount of {$130.00} without advising me of the results of the investigation or what steps I could take to assist them in resolving the issue. ( Please see XX/XX/2022 Statement page:XXXX ) Due to no assistance from BOA, I filed the orginal complaint, XXXX. The response of BOA of America was to contact them at XXXX x XXXX. I did so and the contact information they provided was misleading because the number is a working number, but the extension they provided did not work. So, I contact BOA customer service and they stated they would contact a member on that team and I will get an email. So, on XX/XX/2022 I was contacted via email and confirmed I filed the complaint and provided my contact information. The agent NEVER called me or replied via email. ( Please reference documents : XXXX for the orginal complaint and page XXXX for the email from BOA and my responses to the agent )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was getting my XXXX payments by check and someone ordered a XXXX card and wasted my money as I didnt know about the XXXX Card I was certifying expecting a check to come in
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93215
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: 1. Many times I've contacted customer service about {$35.00} over draft fees coming out twice. - I am a preferred account holder, I've only seen {$10.00} fees taken one time. 2. Not protecting my account after customer service stated they have set up proper precautions to prevent the account being accessed by outside entities, they have failed and have taken back the money that was owed to me because of fraudulent activity. 3. Money missing with XXXX explanation. Returned them taken back from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was made XXXX on my Fiance account - I verified everything with BOA including the copies of the will. They will not release the funds in accordance with NJ state law & are freezing the account because of an outside influance that has made untrue alligations. I provided them with all of the information required & I was assured by XXXX bank managers that the funds would be released- I am now 60 days and had to hire legal counsel.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I attempted to setup autopay for a fixed amount, which Bank of America 's website says is possible. It is not possible, and you have to call BoA to figure that out. This is an attempt to get people to pay less monthly, allowing BoA to charge interest when the interest free period expires.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75214
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX - A Final Agreement between Bank of America and ourselves was reached to settle a mortgage in XXXX. It took XXXX years to settle and has resulted in an incorrect XXXX issued creating a large tax liability for us. The original mortgage was through Countrywide and bought by Bank of America. In XXXX, the mortgage was refinanced utilizing the XXXX act resulting in an agreed upon monthly payment which was religiously made each month. However, over the next 9 years, BAC lost the paperwork a total of XXXX times necessitating resubmissions from us to formally document the agreement. During that time the reduced payments were considered partial payments and resulting in BAC initiated foreclose proceedings in XXXX. During this time entire time payments were ( and several lost by BAC even though cancelled checks were submitted ), lost paperwork updated and sent, numerous attorneys hired on both sides, legal briefings, discussions and arbitrations held all at BACs request. After XXXX years and through multiple attorneys, a final agreement was reached and signed on XX/XX/XXXX. HOWEVER, it wasnt over! Unfortunately, BAC issued an incorrect XXXX XXXX. Per the final agreement, a settlement amount was given to us to cover attorney fees and costs incurred by us. This is designated in the agreement on page XXXX of XXXX ; paragraph XXXX : " Full Satisfaction. The XXXX is in full satisfaction of the Released Matters ( as defined herein ), and it includes all attorneys fees and costs that Defendants XXXX have incurred in connection with the XXXX. ' Per the IRS and the XXXX, this is a non-taxable event. However, BAC has issued a XXXX XXXX stating XXXX amount as taxable. From XXXX to XXXX, multiple attempts have been made to correct the problem. The attorneys settling the case advised us to work with BAC directly to solve the issue. The attempts were fruitless, again, lost documents, multiple XXXX with no direct communication to the group responsible for the issuing of the XXXX. The XXXX itself has an XXXX number that doesnt work. Detailed below are the latest attempts as there are too many to detail from XXXX to XXXX. XX/XX/XXXX IRS agent assigned and XXXX XXXX date assigned. Agreement with IRS that BAC should issue a corrected XXXX XXXX with 3 of the XXXX stating a XXXX XXXX. All documents must be turned into the XXXX XXXX by XX/XX/XXXX. The IRS agent also stated that if a corrected XXXX can not physical be issued quickly, a letter on Bank of America letterhead stating that a corrected XXXX with Box 3 as XXXX is in process would be acceptable until the corrected XXXX is in process XXXX XX/XX/XXXX Multiple phone discussions with BAC over 2 hours via 3 different XXXX. The operators could not find the agreement nor the XXXX XXXX in question and had NO facility to have us send them to them. After many phone transfers and much discussion and verification, the operator opened case # XXXX. All details as stated above were noted in the case and it was expedited. Since the operator had no facility to accept the agreement or XXXX in question, we went to a BAC branch and faxed the incorrect XXXX, a full copy of the XXXX XXXX, the IRS information and contact and a cover explaining the entire situation. A fax confirmation was received. XX/XX/XXXX No updates on this case XXXX had been received. Spent 3 hours on 4 different XXXX # XXXX and 4 different operators. First, the case couldnt be found. Then, both names werent on the loan which was eventually found after much discussion. The status given to us was that the case was rejected due to the original operator submitting an incorrect code and/or form. We were not notified of this in any way. This current operator created a new case # XXXX and stated that it was expedited and full details ( as previously stated ) were added to the case. We were told that we should call back to XXXX in 7 days to get status. XX/XX/XXXX Received letter from BAC dated XX/XX/XXXX stating We cant add ( husbands full name ) and ( wifes full name ) as authorized third party of your home loan. We are ALREADY the stated lenders on the loan. This is further proof of BAC 's incompetence in this entire matter. The XXXX XXXX date is XX/XX/XXXX and all documentation must be sent to them by XX/XX/XXXX. Based on BAC displayed incompetence and lack of responsiveness in this matter, it is unlikely that we receive a corrected XXXX from them to meet the XXXX date. Therefore, we respectfully submit this complaint as a request for additional help. CC : Office of the Comptroller of the Currency Consumer Financial Protection Bureau XXXX XXXX, CEO BAC ( XXXX ) IRS, Examination Appeals, New York
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The presence of a derogatory rating on my account is causing me great concern. I am deeply worried about the impact it may have on my credit. It has already led to the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33619
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A