Date Received: 2023-06-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX, a personal trainer and principal owner of XXXX XXXX and XXXX, contacted me on XX/XX/2023, to let me know that he was crediting me for services I had not used prior to the pandemic. I initially asked if I could come in an train to use up the credits but XXXX informed me that he was no longer operating in XXXX XXXX. So, I asked him to send me a check and documentation for the sessions. He said he could not do that and said he needed the card I had initially used to pay for his services. I no longer have that card and have since paid off its balance. Initially, I had no reason not to believe him so I gave him my debit card info to credit my account. He then said there would be a debit to verify the account, but the amount he quoted was way more than a standard amount for verification. I told him not to do it and asked him to check with his company/accounting department/software manager to see if a check could be issued to me. He said he would get back to me. After I hung up, I had a sense that something was wrong so I called him back and left a voicemail, asking not to process the transaction and to send me a check instead. He didn't call me back. Since the transaction didn't go through ( I locked my card for a week for extra protection ). Last Wednesday, XX/XX/2023, I awoke to find alerts on my account asking me to verify {$8000.00} ( {$2000.00}, {$3200.00}, {$2800.00} ) in debits made by XXXX XXXX and XXXX on my account. I called Bank of America ( three times ) to tell them that these charges were not authorized, only for them to tell me that the {$2000.00} and the {$2800.00} went through ( the {$3200.00} was reversed, probably because I didn't have enough money in my account. At the time I called BofA and while I was on my mobile app, all three charges appeared as still processing. If they were still processing, and I verified them as not authorized, why did BofA allow them to go through? What's the point of having alerts for fraud, if the alerts do not come through timely enough for me to respond. I have no protection here. I have complained to BofA in the past that their system for calculating balances and processing debits and credits are delayed. This puts accounts in jeopardy for overdrafts, which leads to accrual of unnecessary fees. In my case, it didn't allow me to see debits on my account, that were noted as processing, but on their back end had already been processed. A few years back, I had debit card fraud on my account and I received temporary credits for the amount that was debited. This time around, BofA did not offer temporary credits. Why not? Because it's not their money that was lost? Currently, I have a fraud investigation and complaint with BofA re : how this was handled currently pending. I also filed a police report and am awaiting the report number. I also have found information about how this person has been able to defraud two other people within the last two weeks, so I will also file a complaint with the NYS Attorney General 's office. I want BofA to credit monies to me as I responded to alerts that were not sent timely to prevent my my loss.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10037
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2023 I sent an electronic transfer ( NOT a pay by mail nor a pay by check ) from my XXXX account in the amount of {$2600.00} to a Bank of America account number with the XXXX Name being " Bank of America ''. On XX/XX/2023 I sent an electronic transfer ( NOT a pay by mail nor a pay by check ) from my XXXX account in the amount of {$980.00} to a Bank of America account number with the XXXX Name being " Bank of America ''. These funds were NEVER received by the intended account holder at Bank of America. The account holder at Bank of America is my landlord. I received the bank name, my landlord 's name, their Bank of America account number and their routing number in my lease. I know that all of the information just listed above for my landlord is correct because in order to pay my rent I have been depositing cash into the Bank of America account listed in our lease given to me by our landlord. What I was able to find with XXXX and Bank of America is that MY ERROR was inputting " Bank of America '' instead of the personal name of my landlord as stated in the lease. My landlords name is XXXX XXXX XXXX. The actual name on the account is for a business. The business belongs to my landlord. My landlords have a business account and here is the name of that account : XXXXXXXX XXXX XXXX This business uses the Bank of America in XXXX, California. So, the funds were sent to the CORRECT bank XXXX Bank of America ) with the CORRECT account number ( account number listed correctly on lease, currently the account number that I use to deposit cash for our monthly rent, my landlord has verified that they are receiving all of my cash deposits ) BUT... Instead of being the correct name listed on the lease it was simply " Bank of America '' as the payee name. Here is where it gets a little difficult... The landlord has a property XXXX who uses a different bank, that bank is XXXX XXXX XXXX here in XXXXXXXX XXXX. I had to send them a payment as well, which I did utilizing the EXACT same XXXX account and same platform interface. I input the correct account number for XXXX XXXX XXXX but committed the SAME ERROR ... instead of putting the property XXXX 's name ( XXXX XXXX XXXX ), I input " XXXXXXXX XXXX XXXX '' . XXXX XXXX RETURNED the funds to my XXXX account within a week stating " The XXXX name did NOT match the account number ''. Let me restate this : A small regional bank here in Texas identified the error and simply returned the funds to my XXXX account. Bank of America has stated that they have no record of being able to find the funds that I submitted to them. I find this extremely difficult to comprehend. Unfortunately, Bank of America does not have the same type of error/return system. I have spent 33 hours trying to fix this issue. I have called XXXX numerous times and I have discussed this problem with 7 DIFFERENT REPRESENTATIVES all of whom gave conflicting information and stated " there isn't anything that we can do '' and I filed a case at the XXXX level. The XXXX representative at the XXXX level stated that " Bank of America is notoriously difficult to get things resolved ''. At the XXXX level, XXXX also stated that " there isn't anything that we can do ''. I also talked to a XXXX XXXX here at XXXX in the XXXX, Texas who was extremely helpful but could not resolve the issue. I called 4 different people at Bank of America ( with Bank of America I received 3 different responses from these 4 representatives all of whom stated " there isn't anything that we can do '' ) over the last month and finally spoke with a Bank of America banker at a Bank of America branch here in XXXX, Texas because again I was having such difficulty with this. Here are facts that I know to be true : 1. XXXX sent the funds from my account to Bank of America ( I do NOT have them anymore ) 2. The recipient bank name ( Bank of America ), the account number ( verified by me and landlord multiple times ) and amounts were all correct. 3. My ERROR was inputting " Bank of America '' instead of the landlord 's name on the XXXX platforms XXXX XXXX section for online electronic payments. ( I input Bank of America when I SHOULD have input XXXXXXXX XXXX XXXXXXXX ) 4. My landlord and multiple representatives at Bank of America have stated that my landlord 's account has NOT received these funds. I have been told by two of the largest banks in the United States that they do not know where my money is and they CAN NOT help me in anyway.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Bank of America in XXXX or XXXX, due to my checking account having fraudulent activity, I was put on the risk alert for unauthorized payment from a check. I asked the bank for a solution and they gave me a number to their risk financial department. They also recommended changing my SSN to be able to open an account. I need a checking account to be able to get employed and help pay bills but I can't do that when there are no chances of me getting an account for work. It began with an online transaction on XX/XX/XXXX in the amount of {$220.00}. I got an email on this date about fraudulent activity. Ever since XXXX, I can't use or opened another checking account at any bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I am trying to open an account with Bank of America. About 5 years ago I opened XXXX accounts. I am trying to pay off the balance so I am able to rebuild my banking relationship. I would like to work with XXXX person to get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX, I got email from XXXX that attempt to create account, and account is created on XX/XX/XXXX without my authorization. I immediately called the bank and close but they don't have good way to prevent the fraud in the future. Another XXXX attempts were noticed since then.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Made a deposit of {$2000.00} in cash at a Bank of America ATM on XX/XX/2023, after money was deposited into ATM the ATM cancelled the transaction and returned my card, no receipt, nothing. I immediately contacted the bank and they said they would launch an investigation and get the money deposited into the account and there has been no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: To whom it may concern, I am writing to complain aboutBank of America ( BOA ) refusing to properly notify me that my account had been wrongly and unjustly frozen, and never receivedany notification of this. They then refused to reimburseme for an interest fee ( {$45.00} + {$36.00} = {$82.00} ) thatwas charged due to their lack of a commonsensepolicy and proceduresregarding the freezing of my wife and my joint account. Let 's start with the facts. Me andmy wife have had the same joint checking account with BOA since XXXX. In past years we have received many communications from BOA, including text to my phone, letters to our home, and emails. We have resided in our home which BOA has issuedchecks with that address since XXXX on multiple occasions. I have tried to have this issue corrected at my local BOA banking branch, but I was informed to contact theXXXX customer service number. I did. Then I was told by XXXX who againunderstood my issue but stated he did not have the authority to credit my account for the fee caused by BOA. XXXX instructedme to contact the XXXX number XXXX -- XXXX. I did, speaking to XXXX, and then XXXX supervisor, who in the end agreed that the policy was heavilyflawed but he did not have theauthority to credit me the fees caused by BOA antiquated and archaic policy. Here is the issue. BOA policy stated that they needed to verify informationon my account? After speaking with XXXX, BOA froze my account on XXXX, XXXX. It starts with freezing my ATM/Debit card. FYI, I never usethis card due to its direct link to my bank accounts. I chooseto use creditcards forpurchases. So I had no idea thishad occurred. Then I signedinto my BOA account online to transfer funds to make a BOA Credit Card payment. Online would not allow me? I called BOA on XXXX and verbally spoke to a BOA representative, who I can not stressenough, never informed me my accountwas frozen and proceeded to make the BOA credit card payment with her over the phone. XXXX informed me the account was frozen since XX/XX/XXXX, and the representativeI spoke with on the XXXX of XXXX should have notified me of such, but did not. Then I received a letterthat that payment I made to my BOA CC had never been made. BOA of course creditedthat late fee. Again, knowing they were wrong and having the authority to do so.Here is the ridiculousness of it all. Remember my wife and I have had the same BOA joint checking account since XXXX. XXXX informed the policy states, one letteris sent to the address, yes only one letter? Which was never received. Then they contacted my wifes contact number on file fromyes,XXXX. A home phone numberwe did keep but notused and was disconnected in XXXX. XXXX acknowledgedthe number was not in service/no contact made. Then attempts were made to contact my wife via a comcast email, again yes comcast showing you how old the email is. I asked why no one tried to contact me as before at my phone number, or email since it is a joint account? XXXX stated it'snot BOA 's current policy, and agreedit was again ridiculas. I informed XXXX that my mother-in -law had just passedaway and her and her husband 's account was only frozen up to half the amount in the account. Why is this not done in this circumstance. XXXX stated it would make things easier if it would be done that way, and easier if they could notify the Jointaccount holder, but again it is not current BOA policy.The amazing thing is the required information, which BOA already had, consisted of the following : My wife needed to contact them and verify her name, SS #, and citizenship. All of this info was again on file. So after not receivingany notification, never receiving one letter, not one phone call, and no emails, then admittingthe policy is out-dated, archaic, and ridiculous. BOA staff could not reimburse me the interestfees, which I never had to pay in my entire life until my Automatic payment to XXXX was returned/denied. I did contact all other companies and explain why the direct depositsor auto-pay were denied. Every company includingXXXX returnedthe late fees and returned payment fees. The exception was the interest charge fee. XXXX stated due to it being a propertyrelated tax fee. It couldnotbe credited since the payment was not receivedon the proper date and past due. So in closing, I am requesting that BOA reimburse me the interestcharged by XXXX in the amountof {$82.00}. Again, which I had neverbeen chargedsince owning this property since XXXX. I have attached the documents to show the interest charged. I have exhaustedall other avenues to resolve this issue with BOA. Hopefully this complaint will help to stop this ridiculously archaic, and antiquated policy from hurting someone. Not knowing my account was frozen for 23 days! What if I had minorchildren in a vehicle, needing fuel or food to get them home, with no cash, and no access to my accountdue to this policy. Oh, and the XXXX department is only open until XXXX. As you will see from the same documents, other feeswere charged but as I explainedearlier. These fees were returned or credited. I thank you for your attention to mycomplaint/issue. I look forward to your determination. If you require any furtherinformation please contact me. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08037
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX 2023 I deposited a cashiers check in the amount of {$1900.00} into my checking account at Bank Of America. I was very suspicious and asked the cashier about it and they somehow tested the check and said it was authentic. It cleared to my account the next day. XX/XX/XXXX I was told the check was counterfeit and BOA drained my account.I was told BOA did me a favor, because I've been a customer, they cleared the funds to my account before the check actually cleared. I was told that I am responsible for the amount of the check. I did not ask for a quick turnaround and feel BOAs incompetence their own fault and not mine. The explanation was they don't have anyone to get their money back from. So this billion dollar company is taking it from me because of their incompetence. They said the fraud department wouldn't even investigate. I said I have the name and address of the person who gave me the check. I'm sure this wasn't the 1st time this guy did this.They had no interest at all. Apparently BOA has no interest in protecting its customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Hello..so I signed up with a debt collector ( XXXX XXXX ) they ensured me that if I signed up with them for 3 years at a payment of XXXX $ per month..that they would take care of my 3 creditors ... I've made XXXX straight payments over XXXX dollars an my creditors are saying they haven't received any payments..I call XXXX several times a day an they keep giving me the run around so I need to know what's my step..Thank you so much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On Saturday evening XX/XX/XXXX I received an email from Bank of America with the following subject line : Your Mortgage Correspondence is Available in Mobile and Online Banking XXXX Bank of America XXXX XXXX Sat, XX/XX/XXXX, XXXX ] After logging in to my Bank of America Mortgage account I got this message : " Online access ( including payments ) is not available for this account We apologize for any inconvenience. For account information, please refer to your paper statement, or call XXXX If we need to send you any mortgage account documents, we'll mail them to the address we have on file for you. '' Bank of America should not be allowed to freeze customers out of their Mortgage Accounts and should not be emailing them that their is Correspondence Available when in fact it is not accessible. XXXX XXXX Bank of America informed the CFPB that it answered a complaint that I made and that they sent that answer to me. How am I to access the Bank of America answer if I can not access my account. If Bank of America sent it to me in the mail or via XXXX or XXXX I have not received it. In addition to not allowing me to access my Mortgage account to check if the answer to my CFPB Complaint is there, and if there, to read it I also can not access information that is relevant to making a complaint ( s ) to the CFPB. Bank of America should not be allowed to block access to Mortgage accounts ( My mortgage is a Countrywide Mortgage that originated in XXXX ). As the borrower / mortgagor I should be allowed to access my account, which includes key documents and account history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A