Consumer complaint received 2023-07-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I applied for a 0 % interest for 18 month Cash Reward Credit Card from Bank of America ( BoA ) via online through a pre-approved mail offer. Upon the initial application, the amount requested to transfer was {$10000.00}. I received an email to confirm email contact on XXXX. On XXXX an email stating the new card was on the way. A letter dated XXXX ( date of online application ) was received stating approval and the credit limit of {$10000.00} and information about a transfer being modified to accommodate the limit, may be changed or cancelled. On or about XXXX the card and terms and conditions were received in which I proceeded to set up a payment account and verify if a transfer was complete. Unable to confirm online, I completed a second transaction for a lesser amount ( {$5700.00} ) as the current balance reflected {$0.00} with no pending transactions. I received a confirmation email for this transfer request. 

I received fraudulent account notification, dated XXXX, and contacted the 800 number listed on the website on XXXX. 
I received a call back and spoke with XXXX. 
She was able to view both transactions and transferred me to XXXX, an Account Specialist. 
XXXX advised he sees the first request of {$9500.00}, there is a 14 day waiting period, and the transaction is set to be processed electronically on XXXX. 

A confirmation email for a balance transaction in the amount of {$5700.00} was received. Upon checking my account on XXXX, the alert history reflected the second request was unable to be processed. 
I called and spoke with XXXX and was advised both transactions were cancelled by BoA as I was not previously. 
It was stated that contact was made on XXXX to avoid this very situation, however, I did understand and complied. 
Upon verification of PII, balance transfers should be successful, and it was recommended to process with an agent. 
The request was submitted via online in the amount of {$9700.00} with an email confirmation. 

On XXXX, the website reflected unable to process with another confirmation email. Contact was made on XXXX with XXXX, who again verified PII, and spoke with two fraud representatives. 
It was stated the block was removed and the transfer was performed with the representative on the phone with a confirmation email. 

On XXXX, the website once again reflected unable to process. 

XXXX, fraud rep advised I would need to go into a branch with two forms of identification. 

XXXX XXXX, a member service representative at the BoA XXXX XXXX XXXX in XXXX, Florida XXXX, reviewed my passport, drivers license, and BoA issued card. 
In addition, contacted the fraud department who again wanted to speak with me. 

XXXX advised the account was flagged fraudulent due to the amounts of the transactions. 
n addition, I was advised text message alerts to verify the transactions may resolve the issue.

I stated I have no issue receiving other BoA text messages and have not received any text or call concerning transactions. 

I then spoke with XXXX who advised a fraud agent stated the application was blocked for fraud. I advised that is contradictory to the letter I received stating my account has suspicious activity and was suspended two days after the application process. 

In addition, I advised XXXX the phone number was correct on my account and that I have received multiple text messages from BoA, none which were related to fraud charges. 

I also advised that was the fifth excuse that was provided, the third one that day, and all reasons/excuses for the blocks/fraud have been different. 

I have lost countless hours trying to resolve this issue via phone as well as in person. 
I have also lost 20 of the 60 days of the balance transfer balance promotional offer. I have been provided misleading and inaccurate information by BoA. 
I have not received a true answer to why my account was automatically blocked with fraud as early as XXXX and subsequently blocked automatically after verifying the PII twice with representatives. 
I was not informed I needed to go to a branch with two forms of identification to verify my identity until XXXX. 
Also, my balance transfers are still not complete and my credit has been impacted due to the hard inquiry performed by BoA and I am unable to use the card as it is continually automatically blocked for fraud. 

have included a more detailed timeline of events. 

Approximately XXXX : Applied for Bank of America credit card online, input balance transfer amount for credit card. 
Received first letter dated XXXX to advise of approval and limit Letter dated XXXX we detected suspicious activity on your credit card and as a precaution, weve temporarily suspended your account. 
o Letter indicates attempted phone calls o Letter indicates important disclosures and information on reverse which is blank. 
XXXX Card with terms and conditions arrived Set up online banking and completed transaction XXXX {$5700.00} due to no information reflecting of the application request XXXX {$9500.00} XXXX Called to mitigate the second transaction of {$5700.00} as the application transaction displayed under Account Transfers and Payments Spoke to XXXX in South Carolina o Able to view both transactions o Transferred me to specialist o XXXX, unable to view {$5700.00} Explained transfer would process on XXXX, 14 day waiting period on new account {$9700.00} ( original request ) would process electronically Second transaction would decline due to exceed credit limit XXXX Set up checking account to make payments Received text message verification XXXX Received notification transfer could not be processed o XXXX in XXXX, Fl Verified PII Stated original transaction and second transaction did not process due to not having account verified Stated can make transfer now Offered to place on call, recommended to process over the phone XXXX Received notification transfer could not be processed o Attempted online XXXX {$9700.00} XXXX Received notification transfer could not be processed o XXXX in Texas Verified PII Placed on hold Verified after speaking with two fraud representatives the fraud hold was removed Processed transfer with agent Received confirmation XXXX Online account stated transfer was unable to process o Online account no longer displays original request from XXXX XXXX {$9500.00} o XXXX in Texas Stated needed to go into branch and provide two forms of identification o XXXX XXXX, XXXX Branch Explained the purpose of the opening the account 60 days to transfer 18 months 0 % interest Inquired who is going to reimburse for my time spent in attempting to resolve this issue? 
Inquired who is going to reset the 20 days ( acknowledged by XXXX XXXX ) lost due to poor service and misinformation provided by Bank of America? 
Contacted representative o Xfr 1 time o Xfr 2 time o Explained sitting in office with Drivers License, US Passport, and the credit card o Advised agent wanted to speak to me o XXXX First stated conversation the amounts exceeded a certain threshold which flagged the transactions as fraud automatically. 
Then stated I do not have text message alerts and did not verify I submitted the transactions, therefore they were flagged as fraudulent and therefore cancelled. 
No text message was received regarding transactions o XXXX, Texas Stated he spoke with someone in fraud and she advised the hold has been lifted. The reason the hold was placed was due to a fraudulent application. 
XXXX was advised that is the fifth different reason as to why the transaction was unable to complete. 
Unverified ( XXXX ) Fraud removal ( XXXX ) Amount of transfer requests ( XXXX ) Text message verification ( XXXX ) Fraudulent application ( XXXX ) Reviewed phone number in personal information Verified correct Provided dates of text messages received from BoA from the BoA short code list : XXXX or XXXX : XXXX and XXXX in XXXX XXXX Link to Mobile Banking App ( XXXX ) o XXXX Access Code ( XXXX ) o XXXX Sign In Code ( XXXX ) o XXXX Access Code ( XXXX ) BoA lists Short Codes on their website ( XXXX Credit Card ) which states, These calls, text alerts or artificial or pre-recorded voice messages may also include notifying the current owner of unusual or suspicious activity on eligible accounts. Text messages will be sent 24/7. However, auto dialer calls will be made during normal business hours ( XXXX XXXX XXXX XXXX XXXXXXXX local time ). No text message or phone call was received.

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 non-monetary relief