Date Received: 2023-10-27
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2023, I received a wire in the amount of {$14000.00} in my Bank of America ( BOA ) business account from a transaction with a third party. About a week later I saw that my entire account was frozen without anyone from BOA informing me. So I called BOA and I was informed that the account was frozen because they have received a claim from XXXX XXXX that the {$14000.00} received was not from an authorized source. I was informed the investigation will take up to 90 business days and once the investigation is over, the funds will be unfroze or returned to XXXX XXXX. I didnt hear anything from BOA after 90 business days so I called them and they told me the investigation is not over. At this point, I realize this was a sham investigation with no concern for me as the customer. Finally, around XX/XX/XXXX I saw that the {$14000.00} was unfrozen in my business account so I contact the party that sent the wire. I received wire instructions and sent the funds out thinking the everything was over. Today, XX/XX/2023, I opened my personal account, different from my business account where the {$14000.00} was held, and saw a debit of {$14000.00} from my personal account. I contacted BOA again and asked why {$14000.00} was debited from my personal. To my surprise, BOA informed me that they have deducted the {$14000.00} in my personal account because of the wire transfer on XX/XX/2023 in my business account. I questioned why they unfroze the funds in the business account and they couldnt provide me with an answer. The wire fraud department person I spoke to keep telling me she doesnt have answers and that the back office people were the ones that deducted the money from my personal account. I am reaching out to your organization because of the unfair treatment of BOA to me as a client and also deducting {$14000.00} from my personal account after an investigation into wire was completed and funds unfrozen. Please I want BOA to unfreeze the {$14000.00} in my account and write an apology letter for this unfair treatment to resolve this issue amicably. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: The following accounts I did not authorize them to be opened, and would like them removed from my XXXX XXXX consumer report. I have disputed them previously, and would like validation of the ownership if they can not be removed. Also, Bank of America will need to provide its verification process, in detail, as well ; rather than just responding with unsupported statements. Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 3.5 years ago my wallet was stolen and 3 credit cards were used illegally. They are ; Bank of America # XXXX, XXXXXXXX XXXX XXXX # XXXX and XXXX # XXXX. The two other credit bureaus have expunged those 3 accounts. Only XXXX continues to carry those 3 bad charges. Causing a XXXX point disparity between those 3 credit bureaus. Id like XXXX to also remove those delinquent accounts. It is adversely affecting my XXXX score and causing me great XXXX and despair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I ended up moving to another address before I knew I was approved for my Unemployement claim.I didnt have a chance to get my debit card. My whole account was wiped out, I didnt notice until 2 years later.. Ive been trying to reach out for some time & was able to get through so I gave up. Until one morning I woke up & decided to call because I was receiving emails I called and found out my account was wiped out. I disputed the claims they denied both claiming it to be me. Its unfair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 392XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
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 noticed and reported fraud on my Bank of America credit card on XX/XX/2023 while the transactions were still in a pending status. There was two charges ( one for {$930.00} and another for {$790.00} ) from Spirit airlines that were not authorized by me. I have never done any business with this airline. Bank of America investigated my claim and provided a partial reversal of the fraudulent charges, {$930.00} was reversed and the rest was not. They also provided partial documentation from Spirit airlines advising me that I received services and am responsible for the {$790.00} charge. I contacted Spirit airlines and they would not investigate this matter since Bank of America had to initiate this process. They were able to send me some documentation of how the airline ticket was purchased along with an email and phone number that did not belong to me. On XX/XX/XXXX, I attempted to appeal Bank of Americas decision and was advised I had to start a new claim/dispute as the initial claim was closed. On XX/XX/XXXX, I requested an email or mailing address to submit a formal written complaint and their representative XXXX from Arkansas advised they do not have one and I can only proceed to file a complaint with her over the phone. I do not understand how one charge was considered fraudulent and the other valid since the same person/contact info processed both transactions. Bank of America did not thoroughly investigate these fraudulent charges and my credit score has been negatively impacted due to carrying a balance of this credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
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: XX/XX/XXXX I booked two round tickets on XXXX for {$89.00} ( confirmation number XXXX, including {$5.00} processing fee ) and {$170.00} ( confirmation number XXXX, including {$5.00} processing fee ). The departure date for those tickets are both on XX/XX/XXXX. Please see Attachment 1 for two confirmation emails in the uploaded Explanation Letter. Those tickets were Flexible Fare tickets and can be fully refunded if the refund is requested prior to the date and time of the ticketed departure pursuant to XXXX policy ( see Attachment 2 Terms & Conditions of Online Ticket Purchase of XXXX in the uploaded Explanation Letter ). During the purchase process, I saw no warning that the processing fee is non-refundable and the caption of the General Fare Refund in Terms & Conditions contains ( Fares and Fees ). I was under the impression that if I made the refund requests before the departure date ( XX/XX/XXXX ), I would obtain full refunds of {$89.00} and {$170.00}. On or several days after XX/XX/XXXX My travel plan changed and made the refund requests online. However, XXXX wont generate a confirmation number after submission and I didnt receive any confirmation emails. I thought the refund requests were submitted successfully and would be processed as requested until XX/XX/XXXX. XX/XX/XXXX I noticed XXXX sent me an email on XX/XX/XXXX reminding me of my future trips on XX/XX/XXXX. I was confused so I checked my Bank of America Customized Cash Rewards credit card statement and didnt find the two refunds credit posted. I called the XXXX ( phone number : XXXX ) via XXXX XXXX at XXXXXXXX XXXX EST to check the refund status. Please see Attachment 3 in the uploaded Explanation Letter for the screenshot of XXXX contact information on their official website ( XXXX XXXX shows the number belongs to XXXX which is incorrect ). The representative said those refund requests were submitted but not processed successfully. I asked her to submit the refund requests again for me and requested an explanation for their failure to process the requests. She said she could only instruct me on how to submit the refund requests and could not do that for me. So I did the exact same thing I did back in XXXX to submit the refund requests and the representative confirmed she can see the two requests submitted now. Please see Attachment 4 in the uploaded Explanation Letter for the screenshot of the call record. I also submitted an online inquiry regarding the failure to process refund requests. One representative at XXXX ( phone number : XXXX ) called me back at XXXXXXXX XXXX EST to explain that the XXXX tickets were mistakenly processed as non-refundable tickets so my last refund requests can not be processed. However, she assured me that this time I would get a full refund. Please see Attachment 5 in the uploaded Explanation Letter for the screenshot of the call record. I was worried that XXXX could not refund the tickets like last time so I called Bank of America ( phone number : XXXX ) to dispute the two purchases made on XX/XX/XXXX. XX/XX/XXXX I received the uploaded claim acknowledgment letter from Bank of America and I can see the two claims on Bank of America 's website. XX/XX/XXXX I received two emails from XXXX confirming that I was refunded {$83.00} in reference to travel confirmation number XXXX and {$89.00} in reference to travel confirmation number XXXX. Please see Attachment 6 in the uploaded Explanation Letter for these two emails. XX/XX/XXXX I sent an online inquiry again regarding the wrong amount of the refunds and requested a reply in email. XXXX On XX/XX/XXXX, Two credits were posted on my BoA credit card account ending in XXXX for {$83.00} and {$89.00}. I also received XXXX following reply to my online inquiry on XX/XX/XXXX : Your refunds were processed on XX/XX/XXXX. XXXX In the amount of {$83.00}. XXXX In the amount of {$89.00}. Even on a Flex Fare ticket you are not refund the fee. I replied to this email the same day and wrote : I bought the two return tickets for {$170.00} and {$89.00}. Your credit doesn't make sense. Also, during the purchase, I didn't see any warning that the service fee is nonrefundable. Please issue the full amount refunds asap. Thank you. Since they didnt reply to my email, I followed up on XX/XX/XXXX through email and also submitted another online inquiry. The representative sent me the following response : Order number XXXX, the ticket from was lifted and a refund would not be processed. Fees that are paid online are not collected by the carriers but but the online ticketing site, we can not reimburse these fees. I replied the email immediately : what do you mean by the ticket from was lifted and a refund would not be processed. No email was received after that. XXXX neither explained why theres no warning or policy regarding the nonrefundable processing fee or failure to refund the remaining fare for the ticket number XXXX. Currently, the remaining disputed amount for the two tickets are {$5.00} ( $ XXXX {$83.00} ) and {$87.00} ( $ XXXX {$89.00} ). Please see Attachment 7 in the uploaded Explanation Letter for this email chain. I also contacted Bank of America to update the claim amount ( from {$170.00} to {$87.00} ). XX/XX/XXXX Bank of America sent me a letter requesting me to provide an explanation letter for the two claims ( disputed amount : {$5.00} and {$87.00} ) by XX/XX/XXXX. XX/XX/XXXX I uploaded the attached Explanation Letter on Bank of America 's website. On the same day, I received the attached credit-issued letter for the claim in the amount of {$87.00}. XX/XX/XXXX Balance adjustments of {$170.00} and {$5.00} were posted on my credit card by Bank of America. The first one 's amount is incorrect because XXXX has already refunded me {$89.00}. The second one 's amount is correct and I have no issue with this dispute 's resolution. XX/XX/XXXX The credit of {$170.00} was taken back by Bank of America. However, I didn't receive any further credit. XXXX-till now Since I was abroad from XX/XX/XXXX to XX/XX/XXXX, I was unable to call Bank of America to solve this issue . I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. One agent from the billing department promised me on XX/XX/XXXX that I would see the credit posted in 3 three business days and I waited until XX/XX/XXXX to inform the billing department that I saw no credit on my account. Then the billing department asked me to contact the claim department and the claim department asked me to contact the billing department. Not a single agent provides me with a potential solution. I am so frustrated with their attitude toward the client 's dispute. Not to mention I have to wait 20-30 minutes to get connected to a live person every time!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11220
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX, XX/XX/2023 I did an online wire transfer of {$3000.00} to a Bank of America trust account to pay a law firm I am working with for their services. However, for some reason, the wire transfer was rejected by Bank of America and I then saw that my checking account where the funds were pulled from was credited {$2900.00}. On that same day I called my bank ( XXXX XXXX ) about the {$45.00} that were missing when my wire transfer money was returned to me and they informed me that they believed that the bank receiving those funds had charged me a fee. They recommended I reach out to the intended recipient of those funds to see what they could do to get that fee refunded to me as the wire transfer was unsuccessful and I followed their advice. On XXXX, XX/XX/2023 I called the law firm and asked their billing department to look into this for me and to see if they were able to have their bank refund me that amount. After following up with the law firm assistant on XXXX, XX/XX/2023 I was told that their billing department contacted Bank of America but that because my wire transfer had been unsuccessful and their Bank of America account had never received the funds, the bank was not able to locate the wire transfer and subsequent fee that they were calling about. The law firm then recommended I reach out to Bank of America directly about the fee that was charged to my wire transfer return. On Thursday, XX/XX/XXXX at about XXXX XXXX I called Bank of America and spoeke to a representative called XXXX about my failed wire transfer and about the wire money that was returned to me with the {$45.00} missing. He then transferred my call to a representative called XXXX. I explained the situation to XXXX and asked about getting my {$45.00} back and after having trouble answering my specific questions about the apparent fee that was charged to me she put me on a hold for about XXXX minutes. Then, she explained to me that the bank has something called a wire return fee that ranges between {$30.00} to {$50.00} and that I was charged a {$45.00} fee by Bank of America for sending back the money I wired. After trying to get more information about my specific wire transfer attempted on XX/XX/XXXX and trying to get Bank of America to return my money, she kept saying that she wasnt able to give me any specific information about my wire transfer because I wasnt a Bank of America customer and also wasnt the account holder of the account that I tried to wire the money to. I was frustrated and asked to be transferred to a supervisor. I then spoke with a representative who identified herself as XXXX from Tennessee who made similar arguments as XXXX about the {$45.00} being a wiring return fee and also refused to give me more information about my specific failed wire transfer of XX/XX/XXXX and also said that there was no way that Bank of America could return that {$45.00} that they charged me. She then began telling me that this {$45.00} fee was actually charged to my bank for sending that wire money back over and that my bank is the one that passed along this {$45.00} to me and that I should take it up with my bank. She also said that I should talk to someone at my bank to make a request for that {$45.00} fee to be returned. After getting off the phone with Bank of America I called my bank ( XXXX XXXX ) and spoke to a representative called XXXX. I asked how wire returns work, if they are returned directly to me or go through an intermediary bank first, if XXXX XXXX is charged a fee to return a wire transfer and if they are charged a fee, if this fee is passed on to me. XXXX explained that the wire money that is returned to me after a failed wire transfer goes into my account directly and does not go through an intermediary bank, and that XXXX XXXX is not charged a fee to receive a returned wire transfer and that subsequently XXXX XXXX does not charge me anything when money from a failed wire is returned to me. I then asked her whether or not XXXX XXXX would be able to make a request to Bank of America to return that so-calledwire return fee and she said that they dont have a way to do that. After doing my due diligence to get that {$45.00} returned to me I feel frustrated with Bank of America because its representatives were not willing to be helpful, seemd confused about what I was asking about and kept putting me on hold, and apparently even gave me misleading information. And, nobody even bothered to try to locate my failed wire transfer. I feel frustrated that this {$45.00} was simply taken from me so that I can have the privilege of getting my wired money back and charged a bogus wire return fee for no reason at all. I am at my wits end and so decided to reach out to the CFPB for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I called the bank to resolve my problem and because they didnt resolve anything I simply closed my bank account with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had a secure credit card for years which I gave {$300.00} to start the credit line. My account was closed with no email or app notice when Im signed up for paperless communication. Besides that when k paid the credit line used in full my money wasnt returned. When I called on XX/XX/XXXX @ XXXX XXXX about it the rep told me I had to respond to a letter that was sent within XXXX days or they would t give me my money back. Then she told me she would see if it could be given back. She then stated they would be able to return the my own funds to me!! Within XXXX weeks. Its had now been XXXX weeks and the funds have not been put in my checking account as the rep stated on the phone call XX/XX/XXXX when I called a second time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2023 Bank of America notified me that my claim was overturned in my favor and that it was going to be paid in full. I understand that to be credited funds to my account on the basis that an error did occur and y funds will be reimbursed back to me accordingly. On XXXX XXXX I contact BOA asking why haven't I been credited my reimbursed funds yet. The response was that partial amounts were funded back and the rest should follow soon. Two days later no funds arrive. I contact BOA speaking to a supervisor which stated the bank will only pay or reimburse me partial amount and the merchant has already refunded the rest. I ask to pin point date and time in transaction history that the refund process or was transacted. They could determine exactly when or how it XXXX reimbursed just that it has been. Following up with a supervisor she informed me that on the same day I was notified that my dispute was won in my favor, that later on the same day was returned and claim was denied again, after notifying me I was to receive refund and won the dispute. I than proceed to request from the supervisor all documented conversation I myself and BOA have in history on record about this disputes. I was merely requesting a copy of all covered complaints that I have filed and record showing that they were being escalated to priority to be reviewed. I was told such a request isn't possible. I have in my record of history filed XXXX complaints against BOA dealing with policy and procedures and failure to conduct a proper investigation of these claims, and to provide substantial proof to evidently prove or influence the decision to simply deny my claims. I have submitted numerous documents which includes a fraud report from the FTC FEDERAL TRADE COMMISSION, XXXX CREDIT BUREAU XXXX INTERNAL REVENUE SERVICE IRS, CALIFORNIA DEPARTMENT OF CORRECTIONS, LEGAL REPORT FRO XXXX POLICE DEPARTMENT, COURT CREDITED DOCUMENTS AND OTHER DOCUMENTS TO SUPPORT THE BASIS AND TRUTH BEHIND MY CLAIM. I HAVE RECEIVED A PRINT out of transaction history which I've already had and a one page three sentence explanation that the cards used were authorized and activated with my credentials because they were mailed to the address on file and activated over a web portal. That doesn't seem exactly proof of any gravity to make a determine factor or decision when it was clear I had been a victim of true identity fraud. My claim has been denied, won, and denied numerous times without any proof. The funds stolen exceed XXXX us dollars and I'm seeking it all to be accounted for and refunded to me. Please review attached documents as partial evidence to support this complaint and my dispute claims with BOA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92509
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A