Date Received: 2023-04-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX Made {$3500.00} deposit ( XXXX {$100.00} bills ) at BOA branch XXXX XXXX XXXX XXXX ATM # XXXX ATM indicated a {$2000.00} deposit so immediately canceled deposit. Received only {$2000.00} back ( {$1500.00} short ) with no receipt provided of the canceled transaction. Call BOA within 30 min to initiate claim- do not have name of rep spoken with XX/XX/XXXX Checked account to find that nothing was noted. Called BOA again to check on claim and found first claim was not on record. Filed another claim for missing {$1500.00} Received deposit of {$1500.00} from BOA while claim was being investigated XX/XX/XXXX Received first notice indicating denial of claim without any supporting information of what was investigated or found also indicated that founds would be withdrawn on XX/XX/XXXX XX/XX/XXXX Funds were withdrawn from account XX/XX/XXXX Called BOA ( follow up delayed as was traveling for work ) spoke with XXXX requesting supporting information as to why the claim had been denied. Any Video or balancing reconciliations. indicated that claim had been reopened and to allow 10 days to obtain results, along with any video or reconciliation records. XX/XX/XXXX Called BOA to follow up on XX/XX/XXXX phone call spoke with XXXX who reviewed the account notes and found that the initial claim had not been submitted correctly ( previously indicated a {$1500.00} deposit instead of the {$3500.00} deposit shorted by {$1500.00} ) XXXX resubmitted the request and indicated that should receive documentation within 3 days XX/XX/XXXX Called BOA to follow up on XXXX call, spoke with XXXX who reviewed the account notes and was very surprised at the lack of follow up and providing any documentation of decision process. She also indicated that she saw notes of the first phone call ( XX/XX/XXXX ) and was surprised that the claim had not been submitted immediately. She also said that it had been noted that the ATM had issued an error message but did not have information has to what that error message was. She agreed that things had not been handled appropriately and placed an expedited review on the account. To allow 10 business days to follow up but should received in US mail copies of all documents used to support decision. Important to review recording from that call XX/XX/XXXX received electronic letter indicating denied claim with no supporting information XX/XX/XXXX Received letter indicating claim denied without any supporting information XX/XX/XXXX Followed upon on XX/XX/XXXX phone call, spoke with XXXX who indicated that the claim had been closed and there was nothing further to do Suggested faxing a chronological list of everything that had happened to BOA We asked that we speak to the department manager as to what steps to take from here. XX/XX/XXXX Department Manager said there were no further steps to be taken with BOA and to proceed with filing a complaint to the Consumer Financial Protection Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Bank of America took extra early mortgage payments costing us at least {$740.00} in interest On XX/XX/XXXX we paid our XX/XX/XXXX mortgage payment. Between XX/XX/XXXX and XX/XX/XXXX we set up BoA Auto Pay to handle future payments expecting them to start with the XX/XX/XXXX mortgage payment. However, BoA automatically took that XX/XX/XXXX mortgage payment on XX/XX/XXXX. BoA should not have initiated a payment - one that included {$740.00} in interest- when no payment was due for another month! BoA continued taking extra early payments via Auto Pay. BoA took the XX/XX/XXXX mortgage payment on XX/XX/XXXX and the XX/XX/XXXX payment on XX/XX/XXXX ( ref : BoA Mortgage.pdf ). In addition, Bank of America erroneously charged us PMI payments totaling {$47.00} The primary originator of our loan wrote on XX/XX/XXXX, " At 78 % the PMI will be removed, '' and this statement was in line with our loan 's " Mortgage Insurance Disclosure '' dated XX/XX/XXXX. Per our mortgage statement dated XX/XX/XXXX the principal balance on our loan was {$190000.00}. {$190000.00} was 75 % of our original purchase price of {$250000.00}. At that point, PMI should have been gone. Bank of America, however, charged {$23.00} PMI on XX/XX/XXXX and {$23.00} on XX/XX/XXXX. I brought the PMI issue to BoA 's attention via a secure message on XX/XX/XXXX. While BoA did stop charging us PMI after that, BoA refused to issue us a refund of the {$47.00}. Per a BoA letter dated XX/XX/XXXX, " no refunds are due. '' This letter referenced a requirement for cancellation being " a request for review from ( us ). '' As soon as our loan got to/below the XXXX % threshold, however, the PMI should have been removed automatically. It was not up to us, the borrowers, to make this happen ; it was up to BoA, the lender, to handle it appropriately. These issues were emailed to our primary originator on XX/XX/XXXX ( via XXXX ), XX/XX/XXXX ( via BoA secure message ), and XX/XX/XXXX ( via XXXX ) ( ref : XXXX XXXXpdf ). Furthermore, IMMEDIATELY after we paid off our loan, BoA removed our online access to our account. No longer could we retrieve our statements or use their " secure messaging system ''. Speaking of the latter, it is not a user-friendly system, and messages are designed to disappear after a relatively short period of time. This added to our mistrust of BoA following multiple instances wherein our confidence in their institution, their systems and their way of doing business was diminished. Examples include but are not limited to the following : BoA did not respond to time-sensitive requests in a timely manner ; BoA requested more documents than their online system was designed to handle ; BoA repeatedly insisted that we complete an IRS form incorrectly- one that we learned other lenders do not require - and then claimed that they were not even going to submit that particular form to the IRS ; BoA 's website initially applied an incorrect date and time stamp to an online payment request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15650
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/XXXX XXXX recon claim got two letters in mail stating I was denied same day I recon. Its been 90days since all XXXX claims were filed. I received a letter stating I was approved for claim to go to my favor, it was dated XX/XX/XXXX but came in XXXX. I dont see how a paper dated for XX/XX/XXXX came a month later and the Letters XXXX XX/XX/XXXX came exact same day. All claims filed same time one approved two others on investigation. I been giving the run around and having financial hardships since not receiving cards in 2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: My account got hacked. There was checks deposited that didnt have any funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92223
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX, Bank of America negligently failed to remove previous liens that were paid off by more recent mortgages. I tried for 2 to 3 months to get the bank to cooperate with getting the old liens removed because I was awarded a XXXX program award of {$50000.00} to bring my mortgage current but they notified me that supposedly I had 3 liens against my property at that time and I had to get it remedied before they would give me final approval. I had to accomplish that before 2 months. Bank of America would not respond to me. I finally got through to them by utilizing the new loan line and convincing personnel to transfer me continuously until I reached the right person who started to help me get the previous liens removed. By the time it was accomplished it was too late and due to their negligence and direct inhibiting me from accomplishing it in a timely fashion I lost the {$50000.00} XXXX award. Then I was guided into a different process by Bank of America which was significantly detrimental in its financial effects compared to the XXXX program that I was awarded and then lost due to Bank of America 's negligence. Since the inception of that modification plan I have made really no financial progress after making payments on time and consistently from XXXX to XXXX. After the bank lawsuits and the Colorado Attorney General received money to these matters which involved direct wrongdoing also with Bank of America such as them stopping me making payments for 13 months while being unable to speak as to why, the Attorney General merely responded to me saying they were too busy to help me. With the evidence that I provided them at the time they would have likely resolved the matter quickly and likely for the bank 's actions against me would have resulted in the bank turning over the deed of trust and canceling the mortgage. This statement is made supported by other actual cases that were on point with the circumstances that I was dealing with Bank of America at that time. Still the Attorney General of Colorado was too busy to help me. The FHA saw the issue with the liens on record that were errant on record and even told me that it was clear the old ones should not be there because they could see the more recent mortgage finance that would have automatically paid off the previous debt and released the lien. The bank has to put in for the release of lien however. The FHA rep told me with this so clear they should have honored the XXXX program whether they were cleared before or after the two month period. There are several more facts that play into this situation which demonstrate and establish fraud and wrongdoing. This is the initial point of entry with a very specific identifiable damages and outcomes due to the negligent actions by Bank of America which is provable as a matter of the records by XXXX, FHA, Colorado Attorney General, Bank of American and now XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: yes i had 3 accounts opened in my name with bank of america. I first found out about it in XXXX XXXX XXXX and contacted them and they put me with the fraud department with them and when i first called it was to do with only 1 account that i was aware about at the time. well come to find out when i contacted them again in XXXX XXXX XXXX i had 3 accounts opened then and started out with 1. i received 3 case numbers for all 3 accounts and yet nothing has been done to resolve them or to get them off XXXX XXXX or my credit either. as far as amounts they would not tell me so i dont know about amounts. but i would like to get this handled cause i had a credit card opened in my name last year as well and people trying to use my social and my business EIN to get credit and everything else which is making it harder on me now for the business to get anything now at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: 3 times now someone has opened up a Bank of America account in my name. I went to Bank of America in person to close the accounts in person. I worked with their fraud department. I filed a police report. I froze my credit. I froze with XXXX XXXX. I filed a report with IRS.gov. I changed all my passwords and have extra monitoring that I pay for with XXXX on all my identifications ( ss #, drivers license, birthdate, phone number, emails, passport, etc ). This wont stop happening. This is a failure on the part of Bank of America. I have never had a Bank of America account. Nor have I ever experienced any other type of fraud. This is a failure of security by Bank of America.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received email from Bank of America that a savings account has been opened in my name. I called bank of American to report it and found that it was fraudulently created in my name. The bank shut it down for me. I put a credit freeze with all credit companies. However, a month later, I received another email that an account has been created in my name. I am not sure how does Bank of America lets people create account in someones name while there is a credit freeze
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: I purchased an expensive lens from the XXXX marketplace on XX/XX/XXXX, for XXXX USD. The guy looked legit on XXXX, so I pay via XXXX on the Bank Of America app and got a tracking number. I waited and never received it. The seller never contacted me back, and I call XXXX and the tracking number was a different delivery address but the same area code. It was girl scout cookies. I Was Scammed, and they had someone on the inside of XXXX providing fake tracking numbers. I immediately called Bank of America for the Scam and filed a report. After many phones call to get updates on the Scam report after almost A month, and going into a budget after loosing so much, I finally received a final answer. That Bank Of America will not refund my stolen money. I called them to find out why they chose not to, after being a ''loyal customer since XXXX '' as all the operators say to me. They explained to me they contact the scammer, and tell them to refund the money back, and occasionally they do, and many times they don't. Such a weak customer protection service. But also the scammers were smart, they had someone on the inside of XXXX to stall long enough with a real ''fake '' tracking number long enough for the transaction to fully pass. By the time the Expensive lens was supposed to arrive, 7 days have passed from shipping it from XXXX to XXXX XXXX. I demanded I will not leave empty-handed To BOA customer services, but there was nothing they can do. They suggested contacting the FBI and Police report, but what good will they do when the scammer has been located to be a XXXX scammer, has international borders away, and is currently in a proxy war with XXXX right now. That will only waste more time, out of the hard-earned money I've been saving for almost 6 months. I hope this report will bring the attention of the stolen funds I rightfully deserve back, I thought I could Trust Bank Of America as everyone in my family use them for many years, including my parents for at least decades. But turns out that when it comes to scams they can protect me or honor my stolen funds. Now I have doubts about my bank in taking out future loans with them for a mortgage, or a car now. No protection
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I was a victim of fraud with the Bank of America Edd XXXX debit card. On Monday XX/XX/2023 when my benefit payment went through somehow my debit card was duplicated along with my pin number and my account was emptied from an ATM. I called Bof A and reported it immediately. I waited 9 days for them to complete their " investigation '' with no possible way to get any kind of access to my funds. I was told a new card was sent a week prior and that I should have received it by now. I never received anything so I asked them to please send me another card in hopes to prevent further fraud. On Tuesday XX/XX/XXXX ( 15 days later ) I finally receive the new card. I activate it and head to an ATM to finally pull out some cash only to be declined. I call answer all of my security questions and still I am denied access to my unemployment insurance. So ultimately what I have gathered is that Bank of America will hand your money right over to criminals but refuse to give the Unemployment " insurance '' funds to who it belongs to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91403
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A