Date Received: 2023-07-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My mom and I have just recently read about the Bank of Americas violation with double charging our accounts! If the bank had been doing this for some time ( more than a year ) then how do we know how gradually we were affected?!! The double charging of a transaction takes place if there are insufficient funds to cover that expense and this has happened numerous times to me so that means, unaccountably, the Bank Of America removed extra fees from my account. In the article by XXXX it states that If you think youve been affected by the double-charging-of-fees violation or the fake account violation, you dont need to take action to receive your payment, according to the CFPB. The onus will be on Bank of America to send payments to anyone who is eligible. The bank will either put funds into your deposit account or will send you a check. so I am here on behalf of me and my mother to submit a complaint and see our eligibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: B of A removed the autopay on my checking account that was set up to pay their credit card. They never told me it had been removed and then proceeded to charge me a LATE fee. I complained to them and to punish them, I simply don't use their credit card anymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Bank of America checking account. I mailed a check number XXXX to pay my estimated income tax. It was cashed on XX/XX/XXXX, and my bank statement reported it as " XXXX XXXX XXXX XXXX XXXX PAYMENT CHECK # XXXXXXXX XXXX : XXXX XXXX ... '' in the amount of {$1200.00}. It was debited to my checking account. On XX/XX/XXXX, I received a letter from the IRS saying that I owed them {$1000.00}. ( I was expecting a refund of {$150.00}, and XXXX XXXX XXXX XXXXXXXX {$1000.00}. ) It showed three estimated tax payments but not the one on XX/XX/XXXX. First I contacted the IRS to see if they had mistaken that check for another tax year or another tax return. After researching, they said no, they never received that check. On XX/XX/XXXX I called the Bank of America. They asked if I had a check image. No, when I clicked on my old bank statement a message said, " No image is available for this check because it was processed by the merchant as an electronic transaction. '' They connected me to the fraud department at XXXX, where they told me that they would verify with the Treasury Department and in any case I would be credited the {$1200.00} within 10 business days. They gave me a dispute number XXXX. On XX/XX/XXXX I called to ask the status of my complaint, and I was told that they were researching with the IRS, escalating to the back office, and to expect a resolution by XX/XX/XXXX. On XX/XX/XXXX I received a call from the XXXX dispute office. I was told that the fraud department was not the right department to pursue this claim, and that they were closing the fraud claim and opening a new XXXX dispute claim. I could still use the same dispute number. A representative named XXXX said she would take full responsibility for this case. I never heard from XXXX again. On XX/XX/XXXX I called for an update. I was told that the dispute was now a " non-Reg E '' dispute, which they declined to explain to me, and that the clock for resolution had restarted on XX/XX/XXXX and was due in 45 days. Distrubingly, they also said that they would not reimburse me until the Treasury Department completed their investigation. I asked, what if the Treasury Department never completes their investigation? They declined to answer. I pointed out that, since they did not furnish me with a check image, they were responsible for reimbursement. Skipping over other calls, on XX/XX/XXXX at XXXX XXXX I called the XXXX dispute office at XXXX, where an automated message said that an alert would be sent to my phone, linking to a status report on my dispute. Forty-five minutes later, it has not arrived. Incidentally, I am a so-called " XXXX XXXX XXXX XXXX ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Here is the last email that I sent to Bank of America after visiting their office and I got no assistance. Hello XXXX and XXXX, XXXX, if you will recall, I was in your office on Friday regarding a BOFA credit card that I opened online ( XXXX XXXX XXXX XXXXXXXX ) in XXXX and it was CLOSED by BOFA because fraud was suspected in opening the account. After many phone calls to try to resolve it over the phone, I was told that I had to go to an actual branch in person with 2 forms of ID to get it RE-OPENED. Since there is no branch where I live for the summer in West Virginia, I had to travel 130 miles each way to your branch in XXXX XXXX Once I got there and produced my passport and driver license, I was under the impression that the credit card would be RE-OPENED ( unfrozen ) and I would be able to use it. That did not happen!!!!! First I want to remind you that I have been a customer with BOFA for over 38 years!! I can not even begin to tell you how frustrated and disappointed with the service I have been offered in regards to this matter. I am seriously considering closing all of my accounts with BOFA and going to a bank who really cares about their customers ( if there is such a bank! ). I opened the XXXX credit card for the immediate benefits is would offer me on my upcoming cruise. With any purchase over {$500.00}, I would be given a {$100.00} credit on my account. That was done. In addition to that, once I made at least {$1000.00} in purchases, I would be given XXXX points ( equal to {$200.00} ) to be used on my cruise. Due to BOFA not assisting me to reopen that card, even after it was proven that there was no fraud and I am who I said I was, I will not get the {$200.00}. So in addition to the cost of the gas that I had to use to get to your branch and back on Friday, ( about {$40.00} ) and spending the entire day in the car or at your office, BOFA has cost me money!! If a fraudulent charge is made to an existing credit card, you would close that card out and re-issue a new card to me and transfer the balance to the new account if there was one. Why could that not have happened on Friday??????? I called BOFA again this morning to try to get this resolved and my only option was to apply for a new card. How is that going to look on my credit report????? I opened a new card ( NCL ) in XXXX with BOFA and was given a {$13000.00} credit line, then ... ... just a few weeks later, it was CLOSED by BOFA. That can not look good. I have excellent credit and need someone from BOFA to notify the credit reporting agencies of what has transpired. What a pity that all anyone at BOFA has done for me so far is to apologize for my " inconvenience ''. It is much more than an inconvenience. It is poor customer care! Actions speak louder than words and I have seen no action. Do you have a solution to my problem?????? If so, I would like to hear from you, if not, I do not want to hear any more apologies. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 249XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had requested Loan modification under HAMP program in XXXX for both my mortgages with Bank of America. Bank of America did not follow the Federal Guideline under HAMP Program and made several error at the time of modification including but not limited to : 1 ) Loan to Value On the HUD and IRS website, under HAMP, if a mortgage loan is being considered for a HAMP modification and if the ratio of the amount owed to the value of the home is greater than XXXX percent, then the servicer must consider whether a Principal Reduction AlternativeSM ( PRA ) principal reduction should be effected as one part of the HAMP modification. In the modification analysis prepared by Bank of America employee, XXXX XXXX on XX/XX/XXXX, the XXXX was XXXX XXXX which is greater than the XXXX XXXX stated in the rule. Bank of America did not reduce the principal and in all documentation that I have this was not considered. The rule states that the servicer must consider principal reduction as one part of the modification there is no showing or indication that principal reduction was considered during my loan modification. 2 ) Debt to income ratio On the HUD and IRS website, under HAMP, a participating loan servicer must consider a sequence of modification steps for each eligible homeowners mortgage loan until the loans monthly payment is reduced to XXXX percent of the homeowners verified monthly gross ( pre-tax ) income. Sometimes, a change in the mortgage loans interest rate is sufficient to reach the XXXX target. Sometimes additional modification steps of term extension or forbearance are necessary as well. In the modification financial analysis the numbers provided by Bank of America calculated the Debt to income ratio at 44.68 % instead of meeting the 31 % reduction required by the HAMP guidelines. Although they extended the term to 40 years the calculations did not arrive at the required XXXX XXXX and in that case the forbearance option should have been applied to reduce it to that number. 3 ) Failing to include the 2nd mortgage in modification. On the HUD and IRS website, under HAMP Second Lien Modification which provides modifications and extinguishments on second liens when there has been an eligible first lien modification on the same property. Here there was an eligible first lien modification on the property, and I was never provided with an option to extinguish or modify the second. Throughout the modification process I included the loan number for the second to have them both modified and it was never addressed. Now my house is under foreclosure from XXXX XXXX XXXX for the 2nd Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was being charged unnecessary fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Received letter in the mail from bank of America that a checking account was opened in my name. Also received and email that a debit card is being sent to me. The address on file is not my address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I set up auto pay with Bank of America. Their website shows that autopay is on but doesn't draft the payment. This is a deceptive practice to confuse customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Wednesday XX/XX/2023 I got an email from XXXX XXXX thanking me for my order. Right after this I got another email stating they canceled it due to fraudulent activity. I instantly checked my acct an saw a charge for {$59.00} with suspicious routing numbers on it an no name. I immediately called XXXX XXXX and someone charged on my acct which I use to have over 6 yrs ago as a XXXX XXXX in XXXX XXXX for a grocery store. The amt was exactly {$59.00}. there fraud dept stopped the delivery because it was suspicious and the person charged this amt in Washington, and I live in Florida. Now I called the bank told them the dilemma. The Girl on the phone said yes sounds like a fraud charge. I agreed and she made a fraud claim. Then processed to tell me She has to deactivate my bank card since this was the way it was charged to my acct. I said NO that can't happen I have all my bills coming out the 1st of the month from XXXX XXXX and this is my only acct. I was SO upset I did not want that to happen but she said she had to do that. She assured me and promised me she would expedite the card so I would get it in 1-2 business days. Which I never received. Since the charge was still pending I had to wait till it posted. This transaction overdrew my acct since I only had {$7.00} to last me till I received my XXXX check on the 1st. Receiving the card in 1-2 days was the only way I agreed to dispute this charge otherwise I could not have done that and all my bills would start rolling in on the 1st with a bank card that would not work. On Friday XX/XX/2023 the amt of {$59.00} was credited back to my acct. I had called and talked to XXXX XXXX which was now a different company that posted to my acct. They refunded the {$59.00} and now the funds were correct in the bank. But STILL NO CARD in the mail. On Monday XX/XX/2023 Talked to customer service and talked to another associate that advised me to pay my rent/and utilities etc with a money order or cash since I still have not received my Card and proceeded to go to the bank and withdraw my money to pay these items. I paid rent/ water which was the amt of {$440.00}. I was not able to pay my car insurance which had to be paid by XXXX that night or it would have been canceled. That's the way XXXX conducts business. for the amt of {$190.00} because I had no card to use over the phone. I called the bank back again. Now the guy/lady tells me to possibility open another acct which would be a good idea so basically i wouldn't have to rely on all my money in one acct. and I could pay the insurance from there. So again I went to the bank in my small town which is one I found. and the bank manager said she was 2 days out in appointments and no one could talk to me. they were very impolite and I was told nothing they can do without an appointment. I was so upset and getting more Harassment then needed. So I called my insurance and was desperate for a way to pay them. they say they would do me a one time favor and go thru my bank with a routing/acct number. so that's what I did. On Tuesday XX/XX/2023 Closed for Holiday On Wednesday XX/XX/2023 Starting at XXXX on hold for 1hr39mins I finally got an associate to look again at the acct that now has been overdrawn again due to the rent/water coming in that was already paid by a money order on Monday XXXX. STILL NO CARD in mail. Now frantically trying to avoid any other charges that might be returned like the Insurance payment for {$190.00} I tried to tell them I needed that charge returned and see if there was a charge for {$190.00} coming thru. They said no there was not that charge but because it was an ACH it would automatically be sent back and not post. That is there policy and I would NOT be charged any fees on an ACH because it will not post. The associate promised me this and assured me and calmed me down. At this time I was overwhelmed, and crying due to not being able to work or buy food from the reoccurring problems this has caused. Furthermore she now suggested I go back to XXXX XXXX and see if I could possibly get them to give me the money back and just put it back in the bank and it would then cover the amt and all would be fine. So I drove XXXX hours to go back to the Rental company and they did give me back the money order. Upon receiving it back I again called the bank waited XXXX and XXXX min on the phone again and talked to a gentlemen at this time. I told him I got the check back and said it was made out to XXXX XXXX but i had the stub and want to just put it back in my acct an cover the pending charge of {$440.00} He said yes. Just bring it to a branch personally and give it to them. I asked him 3-4 times to make sure he understood and made sure he said I could do this. I am not getting low on gas and no money to put more gas in my car. I then drove to the next location branch since the one where I lived would not see me for 2 days, and i was now at the XXXX XXXX branch at XXXX XXXX XXXX. I walked in and the Manager was standing there asked me if she could help me. I started to say ... " I need to cash '' ... and she stopped me abruptly and said " I'm not cashing that check '' she had no idea what i was going to continue to say I tried again to tell her I need to speak to someone they can look at me acct and she said " I have no one you can talk to I am the Manager and I will not cash that check '' I told her I have the stub... she stopped me again without listening and said : I said I will not cash that check you have to go back to XXXX where you got it '' I'm now just appalled and disgusted at a banking institute that has harassed me and put me into a financial whirlwind without the knowledge of each associate having the correct training to know what they are doing. I told her I have been a customer for 30 years at this bank and never been treated like this. she just held her notebook and nodded her head yes. I left. But not before getting her Card. Her name was XXXX XXXX. Again called the bank back another 1hr 30 min wait. Now at this time here comes the {$190.00} Insurance check and overdraws my acct more. All in the same day which I was told would not happen because everything already posted for the day and it was not there. Actually 2 different associates told me that over the phone. Now I'm again talking to another associate. I'm very ill with my XXXX racing and basically having a meltdown the associate assures me the items won't post to my acct because they are ACH and they can't if there's no funds there. and furthermore I will have NO charges. But NOW the associate was convinced I needed another card because I hadn't received mine yet. I said NO NO NO NO do NOT give me another card. DO NOT touch those numbers or change a thing! she said it's only a replacement..the numbers will be the same the last 4 the same the exp. date the same and the CVS is the same! I promised you! Again I said NO I don't want it. she insisted I have to because mine hadn't came and assured me nothing will change. OK..so I go home and the card had come late in the mail. I now have a physical card. 2 hours later I received an email. Your new card is on the way and my new last 4 number are XXXX and we automatically updated your XXXX XXXX. OMG!!! called the bank back. Again after hours on the line, The gentlemen told me, actually assured me, it had not changed I still have my old card ending in XXXX and it was an email sent to me by mistake or an error of the associate. WHAT? this can't be happening all in one day. I couldn't take it anymore. I had to relax or go to the hospital. I went to bed. ON Thursday XX/XX/2023 Woke up checked my balance which I was told to do and everything was suppose to go back. Both charges now posted to my Acct which supposedly was not going to happen, and I have 2 NSF charges for {$10.00} each on my acct and Now overdrawn for {$360.00}. Back on the phone at XXXX on hold for 45 min. talked to a girl that would not listen or get the whole thing straight. All I keep asking was I needed the dispute dept and she made me go though hoops saying everything all over again 3 times! Because she couldn't get it right the 1st time. She said she has never seen anyone get credited back on an acct the same day. I told her I know they can I have proof they have done it before. Finally I got to talk to the dispute dept after she made the claim and this now I was talking to XXXX in Texas. He helped me to get the funds reversed in 2-3 hours. I was told. I'm still waiting 3 hours in now. I did ask at that time for the legal dept phone # to help me and he provided a number XXXX at XXXX XXXX I contacted XXXX she told me BOA dose not have a Legal Dept except for tax, or lien holds on acct. Furthermore Nothing I can do. In 14 hours I will be leaving for out of town work and I will not be able to go without money for gas Or expenses. The possibility is very real of losing my job. Update : Call back at XXXX no credit back as I was told by XXXX noon. Talked to a XXXX in Texas who transferred me to an associate in the dispute department, XXXX in Texas, in XXXX which I do Not speak. After correcting that she told me she sees the earliest they can do this would be in the morning. Another lie by the previous associates. Update : {$440.00} was credited to my acct on XX/XX/2023. On the same date {$15.00} was charged to my acct for a replacement card I was adamant about not receiving. Not only that but the conversation with the associate had never mentioned a fee even for the card that even if I wanted it I would NOT have agreed. On XX/XX/2023 I was notified by XXXX XXXX my Lot Rental Dept. That a charge of {$25.00} hit my acct for the reversal of the funds the bank did. Also note that the Lot rent was paid with a money order the bank informed me to do on XX/XX/2023 which caused a double payment. In conclusion the many associates I talked to were never giving out improper information and also provided bad results for me which cost me my job, money and damages that resulted in a snowball effect on my bills. I want all the recorded phone calls on my acct from XX/XX/2023 to be reviewed and I want compensation for the results of what happened to me. I am Hand-Delivering this letter On XX/XX/2023 to the XXXX XXXX on XXXX XXXX . To whomever the person in charge will be which will be noted and signed. Im giving the Bank 10 days to respond to this letter before further legal involvement. Note* The Branch manager XXXX XXXX would not accept the latter I dropped off just to send to the legal dept. within the bank. All I wanted was an acknowledgment of me being there for her to initial. I did video record this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
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: On XX/XX/2023 I used XXXXXXXX XXXX XXXX preferred credit card to pay off Bank of America credit card in the amount of XXXX. I have been trying to resolve the fact that the funds have never been credited to my Bank of America Visa. XXXXXXXX XXXX unfortunately sent it to a wrong account number that did not even exist according to Bank of America. I have been struggling to see where those funds are ever since I noticed it was not credited to my Bank of America account. I have had numerous phone calls to both XXXX XXXX and Bank of America and I can not seem to resolve this issue since early XXXXXXXX XXXX XXXX has sent me proof of the funds being transferred but Bank of America tells me first that they never received the money and later says that the funds were returned. I have sent Bank of America a certified letter asking to please inform me when the funds were returned and to which account and if there is any transfer number I could give XXXXXXXX XXXX proving it was returned. Bank of America has not reached out at all to my request. I need help finding out what happened to those XXXX. I do not believe I am responsible for something I never received. Please help me find out where this amount that was transferred to since I surely do not have it, yet I am being billed for it. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A