Consumer complaint received 2023-02-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
For approximately the past 3 years I have been attempting to resolve my credit card and checking accounts problems w/Bank of America . I have not had access to either acct. for purposes of use, payment nor deposits for this entire period. I have made numerous monthly attempts and spent an unreasonable amount of time ( + inconvenience ) via in-person, email and tortuously circuitous phone systems- all in a good faith attempt to have them rectify their accounting. Most unfortunately, I was consistently met with repeated incompetencies, inaccuracies, robo-scripting, and stonewalling. 

During one of my in-person visits to the Bank of America XXXX XXXX XXXX XXXX meeting w/CS representative XXXX. During my 3 hour visit +, even he was unable to verify my accounts as their computer systems appeared to be compromised. During that visit, I changed my address to XXXX. Apparently this was never registered nor acknowledged as expected in their system.. 

Most recently I received a notice form an AI legal agent, XXXX, identifying themselves as representing Bank of America. This agent ( think the XXXX  ) advised me that the BofA was now suing me for all of these inaccurate fees/charges/et all - approx. {$15000.00} + that they have unilaterally amassed during this period. Obviously, the damages from this unwarranted action this affects my credit rating and reputation etc., as well. Additionally, they sent this notice to my former address and it was then forwarded to me. One would think that an AI agent would have unfettered access to government databases for purposes of verifying such information... or access to documents, letters, et submitted to BofA but apparently that has not been the case B of A is at fault and is in breach of our contract by denying me use of my accounts for approximately 3 years and then unscrupulously charging me duplicate, inaccurate and unwarranted fees for not being able to submit payment ( they had inexplicably canceled my debit card and were unable to re-instate it - XXXX ). I was not able to pay anything - either to BofA or to other vendors. 

I have documented letters/emails and phone calls of my attempts to reasonably attempt to resolve this incredulous and simply bad faith situation created and monetized by BofA. Please advise further as to how best to advance this to a good faith dispute resolution. 

Thank you for your considered assistance. 

XXXX XXXX Examples " To whom it may concern : I am responding to this email - as I have for approximately two years now via email, letters, telephone and in-person visits. 

B of A has failed to respond reasonably and in keeping with standard business practices during this period of time. To reiterate, inexplicably, B of A has denied me full access to my checking and credit card accounts during the past two years. Despite my repeated requests ( documented ), B of A has repeated ; y failed to rectify this situation. B of A has exhausted the exisitng funds that had been in my checking account to pay for my credit card payments- all of which have been accumulated additional B of A bank fees upon fees upon fees. 

ONLY NOW, when B of A has totally exhausted my funds is it making an effort to contact me directly. However, despite my repeated requests for an appointment remain unheeded with no response whatsoever. B of A only now leaves phone messages stating a # which, when calling, places me again on hold for an unreasonable amounts of time. I have already spent an exhorbitant amount of my time ( my own billable hours ) trying to resolve this regrettable situation. 

This situation is untenable - especially during this pandemic- if not transgressive of business practices. I am more than willing to further discuss this situation to see if B of A will offer remedies to me. If not, I will avail myself of legal remedies. 

Please respond to me by email at the address above. 

Thank you XXXX XXXX -- -- -Original Message -- -- - From : Bank of America XXXX Sent : XX/XX/2022 XXXX XXXX To : XXXX Subject : Bank of America - Important Account Servicing Information Bank of America XXXX XXXX XXXX XXXX XX/XX/2022 Account number ending in : XXXX XXXX XXXX XXXX : As of XX/XX/2022 XXXX we haven't received your payment of {$310.00}. 

What you need to do You need to make a payment using one of these options : Access your account and make payment ( s ) using : Online Banking or Mobile Banking Our Mobile Banking app Set up automatic payments for up to 12 months on the day of the month you choose, or make a single payment, by going online or calling XXXX, Monday through Thursday from XXXX XXXX to XXXX, Friday from XXXX XXXX. to XXXX XXXX., Saturday from XXXX XXXX. to XXXX XXXX and Sunday from XXXX  to XXXX XXXX XXXXXXXX. 
Mail your payment to Bank of America, XXXX XXXX XXXX, XXXX, DE XXXX. 
We're here to help We provide our customers with options to assist them in repaying their debt. If you contact us, we may be able to work out short- or long-term solutions that provide you with a lower monthly payment that helps you get back on track. To learn more about these options, call us at XXXX, Monday through Thursday from XXXX XXXX. to XXXX, Friday from XXXX XXXX. to XXXX XXXX Saturday from XXXX XXXX. to XXXX XXXX. and Sunday from XXXX  to XXXX XXXX Eastern. 



This is an attempt to collect a debt and any information obtained will be used for that purpose. 

This is a service email from Bank of America. Please note that you may receive service emails in accordance with your Bank of America service agreements, whether or not you elect to receive promotional email. 

Read our Privacy Notice : www.bankofamerica.com/privacy/consumer-privacy-notice.go Please dont reply directly to this automatically generated email message. 

Bank of America, XXXX XXXX XXXX, XXXX, FL XXXX Bank of America , N.A . Member FDIC. XXXX XXXX XXXX : www.bankofamerica.com/help/equalhousing.cfm XXXX  Bank of America Corporation. All rights reserved. 
This email was sent to : XXXX ____________________________________________ Bank of America : To be clear, my truly unforeseen challenge are the sub-standard, if not illegal, business practices of Bank of America. 

FOR OVER TWO YEARS NOW, I HAVE BEEN ATTEMPTING TO RESOLVE THE ISSUE OF BofA inexplicably restricting my own access to my accounts. To reiterate once again, I have spent countless hours ( not reimbursed ) attempting to communicate with BofA via in-person, telephone, emails- all to no avail. My efforts have been documented. For this entire period, I been unable to deposit and unable to withdraw any of my funds- despite my own best efforts to resolve this situation. Now BofA has exhausted my reserve monies, been collecting interest and fees, and is only now finally contacting me. 

Not only is this unreasonable - XXXX  - it is likely illegal- in breach of contract, etc. I have continually requested to arrange for an appointment to discuss the situation and finally resolve this fairly and equitably given the significant harm that has been rendered by BofA to my accounts and credit ratings. 

Pls advise by return email. 

XXXX XXXX On XX/XX/2022, at XXXX XXXX, Bank of America XXXX wrote : Bank of America XX/XX/2022 Account number ending in : XXXX XXXX XXXX XXXX : We understand that unforeseen challenges can cause financial stress and difficulty. Wed like to speak with you to discuss your situation. We may be able to help, possibly by reducing your payment and your Annual Percentage Rate ( s ). 

What you need to do Your account is now 4 payments past due and continues to fall further past due. Call us at XXXX, Monday through Thursday from XXXX XXXX. to XXXX, Friday from XXXX XXXX. to XXXX XXXX., Saturday from XXXX XXXX. to XXXX XXXX. and Sunday from XXXX  to XXXX XXXX Eastern, to take advantage of possible reductions to your payment and Annual Percentage Rate ( s ). 

You can make a payment using one of these options : Access your account and make payment ( s ) using : Online Banking or Mobile Banking Our Mobile Banking app Set up automatic payments for up to 12 months on the day of the month you choose, or make a single payment, by going online or calling XXXX, Monday through Thursday from XXXX XXXX. to XXXX, Friday from XXXX XXXX. to XXXXXXXX XXXX, Saturday from XXXX XXXX. to XXXX XXXX. and Sunday from XXXX  to XXXX XXXX XXXX. 
Mail your payment to Bank of America, XXXX XXXX XXXX, XXXX, DE XXXX. 
We're here to help Call us at XXXX, Monday through Thursday from XXXX XXXX. to XXXX, Friday from XXXX XXXX. to XXXX XXXX, Saturday from XXXX XXXX. to XXXX XXXX. and Sunday from XXXX  to XXXX XXXX. XXXX. We look forward to hearing from you. 


This is an attempt to collect a debt and any information obtained will be used for that purpose. 

This is a service email from Bank of America. Please note that you may receive service emails in accordance with your Bank of America service agreements, whether or not you elect to receive promotional email. 

Read our Privacy Notice : www.bankofamerica.com/privacy/consumer-privacy-notice.go Please dont reply directly to this automatically generated email message. 

Bank of America, XXXX XXXX XXXX, XXXX, FL XXXX Bank of America , N.A . Member FDIC. XXXX XXXX XXXX : www.bankofamerica.com/help/equalhousing.cfm XXXX  Bank of America Corporation. All rights reserved. 
This email was sent to : XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation