Date Received: 2024-01-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received communication from a Bank of America representative on XXXX I was told I would be contacted by someone to help me within XXXX days after filing my last complaint, which never happened. Over a year ago, I notified Bank of America as soon as the transaction took place to reverse the transactions due to my being scammed through the XXXX XXXX and my bank account. I had to open a new account, create a further XXXX authentication, and log in to my online app. I provided them with details that the scammer was saying transactions were not mine to make funds available to steal them through the XXXX XXXX and then transfer the funds to a different XXXX XXXX. I spoke to XXXX in the escalation department today after finding out that Bank of America had XXXX funds for my children taken out of an account to pay for this fraudulent transaction. I asked if I could pay on Friday, and here I go again, continuing to settle for something that. I don't owe, and if they could make those funds available. I have been paying voluntary and involuntary payments to the bank for someone stealing my funds and felt robbed again this morning. XXXX then began to belittle me and try to insult my intelligence in protecting myself and became insensitive, telling me the debt was valid. I became livid and felt picked on after I advised him to note again that this debit was fraudulent, which he did not do. I notified the bank of this issue while scammers were hacking my account in real time to stop them. I'm a victim of fraud and am not being protected. I'm filing a lawsuit as I feel completely taken advantage of. Paying for a fraudulent transaction has caused me so much stress and inability to pay bills to provide for my children and also emotional distress. My bank is taking advantage of me after delivering all the proof, and they will not help me! At this point, I have reached out to the Minnesota Attorney General 's office, who informed me to contact the Office of the Comptroller of the Currency ( " OCC '' ) and the Federal Trade Commission, which I will reach out to today. I have already also, at this point, filed a lawsuit as this had caused me much stress and inability to care for my children during times of hardship when they collected money ; also, the way the collection agent XXXX spoke to me, which I have recorded I can't live down ; at this point, I need to advocate for myself because now I'm paying twice for being a victim of theft. Bank of America hasn't responded in over a month from the date they told me someone would reach out. They haven't responded to the Attorney General 's letters either, the second letter, which followed the first, regarding the fact they still have not responded ; the same is true with me ; they still have not responded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55446
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, I have opened a new Bank of America business checking account through a promotion link in the special offers and deals section of my accounts dashboard ( when logged in ). Based on my notes, the promotion code in the application was automatically populated as XXXX. The terms of the offer were that I would receive {$1000.00} bonus when I open a new business checking account and complete the following requirements : - Make Qualifying Deposits of {$30000.00} or more in new money within 30 days of opening the new business checking account - Maintain an average balance of {$30000.00} or more for next 60 days ( day XXXX ) during the maintenance period I've made the deposit of {$30000.00} on XX/XX/2023 and have maintained this balance through XX/XX/2023. I have met the terms of the offer, but have not received the {$1000.00} bonus as advertised for meeting the requirements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98275
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Scammer stole identity from a friend who he hacked his account and pretended to be scaling a car and asked for the money we did a XXXX transfer but it was not our friend it was a scam the bank will not refund the money since the scammer does not agree to return it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
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: I was charged for a rental house through XXXX that I did not book. I contacted the merchant to inform them and they said to contact my bank. I disputed the charge with Bank of America and sent them my narrative. They did not believe me and sided with the merchant. I made multiple calls to get this cleared up and the bank was not helpful I sent them proof from XXXX showing that I did not book this house but they still have ignored my claim. My credit card company stated the merchant had a contract that my husband signed for the property. This is false and I showed them chat transcripts from XXXX that state neither me or my husband booked the house in question. They do not care and are not looking into my claim. This is almost {$3000.00} for a house that neither I or my husband booked. The last time I talked to my bank I was told too much time has passed so they won't give me my money back even if I had new proof. I am at a loss and can not afford to pay for this rental I had never booked. The bank clearly made no attempt to research what happened and just excepted the merchants fraudulent contract. I unfortunately did not think to contact XXXX through chat and request transcripts until recently because I assumed my bank would do their research. It is also incredibly difficult to get to someone who can help without being transferred a bunch of times and sitting on hold all day. It started when I was sent an invoice to pay my rental balance, I paid thinking it was for the house I booked only to find out it was not the property that I had actually booked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights under 15 USC 1681 section 6 to 2 states I have the right to privacy ( 15 USC 1681 ( section 6 0 4 a section 2 ( it also states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08638
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: As a result of a XXXX, that did not involve our home mortgage, we were informed by our attorney that our lender, Bank of America, may still charge us a fee even though our home mortgage was not a part of the XXXX. This fee was to be applied to our account, but would NOT be due until the COMPLETION of our 30 year mortgage. Unfortunately on XX/XX/XXXX Bank of America removed this fee immediately from our account by taking it from our monthly mortgage payment. As a result of this improper deduction our mortgage payment appeared late and so Bank of America assessed a late fee to our account. After realizing what happened I contacted Bank of America regarding the error. I explained the situation to an account manager at Bank of America who stated she is part of the team who has worked with these sort of issues. I was given an apology for the unwarranted mortgage deduction and was told the fee will be returned to my account as of the date it was removed. This would cause my account to be current again and the fees would automatically be removed. This manager was so helpful and apologetic, promising to follow up right away when my account was corrected, I felt very satisfied my account would be fixed. The problem is after several months went by I realized nothing had changed with my account and I was still being charged with late fees for a late mortgage payment! I called Bank of America again feeling a bit more frustrated this time. Again I spoke to someone who stated they were an account manager at bank of America. They read through all the notes and apologized again and again for my account not being adjusted the last time. I was promised once again the fee would be returned to my account and a note would be place in the account to not apply the fee until the end of my loan. Again I was told the return of this deduction would cause all of the fees to be removed automatically and my account would be current again. Again, I felt satisfied with the response I received and felt my account would be finally corrected. After several months went by I realized the issue was still not being corrected! Feeling very frustrated I called Bank of America again and spoke to another account manager. They reviewed my account and again were overly apologetic promising to escalate the matter and make sure this gets taken care of within the next few days. They said they would have their department manager handle this situation and I would receive a call directly from them when it gets fixed. I was told again the fee would be returned to my account causing my account to be current and all late fees would be removed. They were so apologetic and helpful I felt again the issue would be finally resolved. After several days went by I kept watching my account and waiting for it to be rectified, but nothing happened. Having been given the department managers name and phone number this time I called to see what is taking so long. I left a message and contacted the department again and was told they are still working on it. I called several more times, but still my account was not fixed. Several days later I finally received a call back from a different manager from Bank of America. She told me I would need to submit my request in writing and gave me an address. Feeling depleted I wrote a letter and submitted it to Bank of America on XX/XX/XXXX. I waited several months for a response from Bank of America, but one never came so I submitted another letter on XX/XX/XXXX. Finally after several weeks I received a letter confirming they got my letter and it gave a date for when I can expect to hear back from them. I few weeks later I received another letter stating they will respond to my letter at a later date. Finally after almost two years of waiting for my account to be fixed Bank of America responded to my letter. The letter basically just stated Bank of America has the right to charge the fee which was evidence to me the person from Bank of America responding to the letter never really read the letter or looked at my account whatsoever! I can not help but feel Bank of America has set up this system to wear down customers and profit off of them by charging fees! My situation is a very easy fix, but the obstacles Bank of America has put in place really have created a feeling of helplessness and overwhelming stress which I believe is completely unnecessary! I am simply asking for the fee to be applied back towards my mortgage making my account current and the late fees to be removed. I am not asking for the attorney fee due to my XXXX to be removed, just applied at the end of my mortgage as it should have been. Although it would be a kind gesture at this point to remove it entirely due to the hardships they have caused me, their customer!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55105
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I am XXXX XXXX XXXX woman who applied for a home equity loan from Bank of America on XX/XX/XXXX. I faxed them my XXXX and XXXX tax returns as requested, and tried unsuccessfully to get in touch with them to obtain the status of my loan. I also sent my homeowners insurance. Almost six ( 6 ) weeks later, I was informed that I was missing pages of my tax returns as well as other documents. They also kept asking for additional documentation and stated that I needed to sign a document that they never provided me, despite my repeated requests. They asked for business tax returns which I informed them that I did not not have since I have never filed business returns. They asked for profit and loss statements which I told them I have never prepared. I spoke to XXXX XXXX and told her that I was going to make a report to the federal government. Her tone became very hostile and she stated that I was going to do this after they trying to help me, and then stated I was on a recorded line. I repeatedly ask that a determination be made on documents that were submitted. I sent an email hat I would be making a report to CFPB and half an hour later XXXX XXXX, emailed me that my account was closed because it was incomplete. I was also dealing with XXXX XXXX, XXXX XXXX. XXXX lied and sayid they spoke to me when my phone record showed the " call '' lasted for a minute. I was not available to speak. It is my firm belief that Bank of America is doing this to frustrate customers and to deny home equity loans..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was offered a retention bonus of {$150.00} provided I spend {$1500.00} within 3 months. To my knowledge I have fulfilled the terms of the agreement on my end yet did not recieve the bonus. The companies conduct has been extremely disappointing, while trying to resolve this issue I have come across the following issues/complaints : XXXX. Initially at the time of first receiving the offer and at various intervals following that date, I had requested a copy of the terms of the offer, the company had promised to deliver such terms by email yet did not follow through. Recently it has been made clear to me that it is company policy to only provide the terms at the time of initial offer, and orally, they have confirmed that they do not provide written terms even upon specific request. XXXX. When making a recent request for clarifications regarding the non-received bonus, the company initially claimed that no bonus was offered, after persistent messaging, the company conceded that the offer existed yet claimed that the terms were not met. XXXX. I filed a complaint with the company and finally received a response that they will not honor the agreement, claiming that I had not fulfilled the terms. My complaint is that ( i ) I have never received the terms of the offer in writing though I have requested such confirmation of terms on multiple occasions, thus denying me the ability to reference them in the future as the need arose ; and ( ii ) I have completed the required spend, and I have fulfilled the terms as I have understood them and as according to my recollection have been described to me in the oral agreement at the offer date, but according to recent inquiries the company maintains a different time frame and thus maintains that the final spend was outside the time window, the company therefore refuses to honor their side of the agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60645
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I paid my insurance policy payment on XX/XX/XXXXXXXX to XXXX XXXX XXXX ( XXXX ) for {$640.00} through XXXX which uses XXXX. I received a receipt at that time stating this transaction was complete. I received my Bank of America ( BOA ) credit card bill in XXXX and paid the entire statement balance. At that time, I noted that my balance was higher than it should have been, so I reviewed the statement where I discovered that I had been charged {$640.00} two times with two different reference numbers. I reached out to BOA to file a dispute and after a conversation with the dispute Customer Service ( CS ) rep, was verbally told it may go quicker if I reached out to my insurance company first. I did that and my agent did some research. He stated that XXXX was only paid once from XXXX and XXXX and that XXXX stated that they did not pull two transactions from my card denying they were the ones that initiated the duplicate transaction. I then reached out to BOA to initiate a dispute for the duplicate transactions under the impression one would come back legitimate and one would come back as illegitimate and I would be refunded. I did this on XX/XX/XXXXXXXX via phone, I received a letter from BOA requesting information and faxed that on XX/XX/XXXX. I logged into my account around XX/XX/XXXXXXXX to check on the status and saw one dispute claim number. I thought that odd since I initiated two disputes ( the letter I received didn't have a claim number associated with it, I had to log in to find it ). I then called BOA and spoke with a CS rep after sitting on hold for almost an hour. They forwarded me to a different department and that CS rep told me that only one dispute had been initiated, she apologized and initiated a second dispute for the other reference number ( duplicate transaction ). I received a second letter from BOA on XX/XX/XXXXXXXX requesting information for that dispute and faxed it that day. At the same time I escalated my case within XXXX and was forwarded to the Assistant Corporate Treasurer & Senior Director of Accounting XXXX XXXX XXXX. She followed up with their IT director who initiated the contract with XXXX and by default, XXXX and XXXX again stated on XX/XX/XXXXXXXX that the problem was with BOA, not XXXX and urged me to continue the dispute with BOA. I then submitted her rebuttal to BOA under both dispute cases on XX/XX/XXXXXXXX Today ( XX/XX/XXXX ) I logged in at BOA to check the status on these two disputes ( # XXXX and # XXXX ) and see that they are not in my message center as " open ''. I don't see either listed, so I call. The CS rep at BOA tells me that she sees that the initial dispute opened on XX/XX/XXXX was never initiated, and now with the addition of the second dispute had finally been opened. She profusely apologized that they had not been attended to in a timely manner and suggested she escalate the cases which I agreed definitely needed to be done since I was now three months without my {$640.00}. She was unable to find a supervisor to speak with me, so put in for a call back. I am currently waiting for the call back, however given I haven't received a provisional credit and am still without my money three months after this duplicate transaction and both XXXX and BOA are pointing fingers at each other stating that neither did the duplicate transaction, it's now become clear that I need further intervention to get my {$640.00} back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Bank of America advertised a transfer promotional rate of 0 % until XXXX of XXXX. Based on this information, I transferred the amount of {$4500.00} from a different credit card to Bank of America. Bank of America charged me {$130.00} to make this transfer. When I received my recent Bank of America statement, it indicated that I am only receiving this promotional rate on {$13000.00} of the balance transfer. When I contacted the customer service department of Bank of America, I was only told that the problem would be " reported. '' I believe that Bank of America has fraudulently advertised this offer to improperly induce consumers to transfer balances from other credit cards. It is then only providing the promotional transfer rate to a small part of the transferred amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98146
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A