Consumer complaint received 2021-11-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
This is regarding the claim XXXX XXXX XXXX BOA= BANK OF AMERICA XXXX I have a notebook full of notes of all of the times a BOA representative gave me different information regarding my claim. they all gave me different answers regarding my claim status, information, etc.

-- advise you to please listen to the BANK OF AMERICA recordings, because it is proof of everything I will state below. 


Bank of America has : XXXX ) refused to give me any documents regarding my claim being denied or opened. I have been told, by several BOA representatives, that they can not provide me with documents regarding how many times the claim XXXX XXXX XXXX was reopened and denied. 

XXXXI was never notified all the times they redenied the claim On XXXX I called BOA and spoke to XXXX and she advise me my blaim was resubmitted on XX/XX/2021 and denied on XXXX XXXX, XXXX. I advise her no email was sent to me ; BOA is supppose to send me notifications via email, because I have it set up that way. XXXX vertified my email address on file was correct. 
-- ->>>XXXX then advise my claim was pending for supporting documentation since XXXX and it was denied on XXXX. XXXX then said it was resubmitted for cxonsideration that same day XXXX. I advise XXXX that I HAD NEVER RESUMBITTED THE CLAIM for reconsideration on XXXX, because I wasn't aware it had been denied. On XXXX I spoke with XXXX ( boa Supervisor ) regarding the status of my claim ; XXXX never told me my claim had been denied and that she would resubmit it. 


***************************XXXX advise me my claim had been denied on approximately XXXX, because she said I did not provide enough proof for them to approve my claim. I told XXXX I had alot of questions regarding the documents boa used to deny my claim and XXXX admitted she was unable to answer some of my questions regarding the documents. I asked XXXX to please connect me with someone who would be able to further explain the documents and she declined it. 

# # XXXX was unable to tell me why the IP ADDRESS used the day the money was sent via XXXX were different. The cities were approximately XXXX XXXXhours apart and the transacations were done within less than approximately XXXX mins. 
# # XXXX was unable to explain why the boa app showed different mobile carriers. I advise her I have XXXX XXXX and the mobile carriers shown on the boa documents state XXXX and other different phone companies.. XXXX told me I had to speak with my service carrier. I advise XXXX that the boa information retrieved from the boa app used by boa to deny my claim PROVE my phone was either hacked, or has malware, or a virus, because I dont use any other phone carrier, and I don't connect to wifi. XXXX advise that its because XXXX XXXX USES THE TOWERS FROM DIFFERENT PHONE CARRIERS SUCH AS XXXX XXXX. according to XXXX that information is incorrect. When I tried to get more information regarding the data collection FROM THE BOA aPP XXXX was dismissive and told me to speak to XXXX XXXX my phone company. 

2. ) BOA HAS BEEN DISCRIMINATING AGAINST ME. PRIOR TO ME SUBMITTING THIS CLAIM TO BOA I WOULD ALWAYS receive a survey from boa via email regarding the services they provided me via phone or in person and after I submitted a bad survey during the investigation of this claiim I no longer receive surveys from boa. 

*** on XXXX I called BOA and spoke to XXXX in TX. I asked her why I didn't receive any surveys anymore and XXXX stated the surveys are random and boa associates always say we MAY receive a survey. i TOLD XXXX I had always received surveys and I told her that I want to receive the surveys and she said they don't give them out if someone calls everyday. 
I hade n't had contact with boa in approxikmately XXXX weeks and approximately XXXX days ago I wnt to the boa app in XXXX and spoke to XXXX and i STILL Ddnd't receive a survey. 

-- -- -this is being done on purpose by boa to punish me -- -- - XXXX. ) boa ignored my calls on purpose. During the investication of my claim I would call boa a lot, because I had A LOT of questions and I would call to get staTUS updates. I would also request to speak to supervisors to inform them of the misleading information the boa representatives were giving me. boa would igore my calls I know hthey have caller XXXX and the wait time was approximately XXXX hour to speak to someoone. When I would call form a different number the wait time was less than approximately XXXX mins. I have multiple recordings MULTIPLE recordings of this happenining. I mentioned it to a boa represenqative and she giggled when I said boa representatives ignore my call, because they see my number XXXX ) the boa investigation took more than XXXX days XXXX. ) the boa reprsentatives mistreat me, because I am XXXX, and they refuse to let me file a written report regarding the racism and discrimination I have experienced XXXX ) boa has retaliated against me- approximately XXXX days ago I wen tto the boa branch in XXXX to cash my last check from my employer and XXXX refused to cash my check. she said it would take more than XXXX WEEKs for boa to deposit my money. She TOLD ME SHE was looking at my account and she could see ALLLLL of the NOTES boa had put regarding my claim. I asked her why it would take so long. she said it was because I had a low balance approximately XXXX cents. she made sure to say that sentence loud and smirked at me. the coworker next to her giggled. I told XXXX I had received direct deposit from that employer for approximatleyf XXXX years. XXXX said she knew the check was valid, but that I had NO history of ever depositing checks with boa. I told her and begged her to look at my account. XXXX smiled at me and told me yes I CAN SEE your old account was closed because of FRAUDULENT ACTIVITY. I asked her if she could please call XXXX XXXX ( THE CHECK WAS FROM THEM ) if she had any questions. XXXX SAID I WAS A CUSTOMER, BUT I HAD XXXX ACCOUNTS THAT WERE CLOSED REGARDING FRAUD AND SHE PROCEEDED TO TELL ME OUT LOUD HOW I ONLY HAD APPROXIMATLY XXXX CENTS IN MY ACCOUNT AND HOW LOW MY BALANCE WAS AND HOW THAT LOOKED BAD. I BEGGED HER TO PLEASE CASH THE CHECK FOR XXXX DOLLARS BECAUSE IT WAS FOR MY RENT AND SHE DECLINED. SHE TOLD ME TO STEP TO THE SIDE AND WAIT FOR HER SUPERVISOR WHO WOULD BE THEIR IN APPROXIMATELY XXXX HOUR. I TOLD HER I DIDN'T WANT TO STEP TO THE SIDE. I TOLD HER I HAD MORE QUESTIONS /. XXXX TOLD ME SHE HAD TO ASSIST OTHER CUSTOMERS. I TOLD HER I WAS A CUSTOMER AND I HAD WAITED MY TURN IN LINE. XXXX KEPT LOOKING AT HER WATCH AND OF THE LINE OF CUSTOMERS BEHIND ME. ( THERE WERE APPROXIMATELY XXXX OTHER TELLERS ) XXXX THEN BEGAN SPEAKING TO HER COWORKER NEXT TO HER. I WAS UNABLE TO UNDERSTAND WHAT THEY WERE SAYING. THEY WOULD LOOK UP OCCASIONALLY AND GIGGLE OR STARE AT ME. I ASKED HER FOR COPIES OF MY BANK STATEMENTS. XXXX AGREED TO PRINT THEM FOR ME. I TOLD XXXX I WOULD BE RIGHT BACK BECAUSE I HAD TO MOVE MY CAR BEFORE THE METER EXPIRED. XXXX TOLD ME " NO!!! '' YOU HAVE TO BE HERE WHEN I PRINT THEM. I THEN TOLD HER I HAD TO MOVE MY CAR AND WOULD BE RIGHT BACK. I MOVED MY CAR AND NEVER WENT BACK, BECAUSE IT WAS CLEAR SHE WAS HUMILATING ME ON PURPOSE. 

THE HOLIDAYS ARE HERE AND I JUST WANT MY MONEY THAT WAS STOLEN FROM BOA. PLEASE HELP ME XXXX ) I have requested information regarding the status of my closed account and my open account and I have never received itll I

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 monetary relief