Consumer complaint received 2023-07-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
The purpose of this letter is to escalate an ongoing complex dispute with Bank of America that has remained unresolved since XX/XX/XXXX. I am reporting Bank of America to the CFPD for violating consumer laws. And as an American born citizen and a customer of Bank of America for 46 years I put my trust into the Consumer Financial Protection Bureau for review and complete resolution. 

During my 46 years of banking with Bank of America I have had excellent banking with an excellent credit rating. My banking transactions were notably predictable modest transactions. Then in XX/XX/XXXX due to the lack of cybersecurity BofA promises, BofA obviously failed to meet the compliance standards ( and my account was at risk caused by privileged users ). In addition, Bank of America is unable to manage and control third party vendors. Unfortunately, my bank allowed a criminal to gain access to my account. He made multiple fraudulent transactions, and it is alarming my bank does not know how to fix it. Instead of treating me as a respectable long-term customer, they have put me on the defensive by outrageously creating a fake credit card in my name without my permission to bill me for their mistakes. Below is an overview of banking complexities that would never have occurred had they not issued a fake credit card in my name. Back up documentation is available upon request. 

BofA failed in their critical responsibility to provide safe and secure banking. The banking breach was cause for immediate attention, but BofA has seriously declined in customer service. Ive made hundreds of calls to BofA, sent emails to VPs, made appointments in person, sent documentation by certified mail, and sent a Demand Letter to get someones attention. Nothing happened. The banking problems remain unaddressed. Phone calls to BofA are avoided through endless re-routing from one department to the next. Agents repeat the same script I cant help you, youve reached the wrong department, let me transfer you. It is impossible to connect with a bank agent, and if you finally do, they simply dont know what to do - or how to handle it. 
It's obvious the delay tactics are to BofAs advantage. And contracting with substandard third party services are to the bank 's advantage. Problems such as deceitful transactions can not be easily traced and the bank therefore is unaccountable. 

Bank of America unlawfully created a fake credit card in my name without my permission. A customer service agent informed me they went back to XXXX before I banked with BofA to create a new credit card in my name. Bank of America then duplicated charges multiple times and applied the same transactions to several credit cards. Then they sent me a bill for the fake credit card ( XXXX ) in the amount of {$14000.00}. It is not my debt. At the end of this letter, you will find a brief recap of bank mistakes and duplicated charges as an example. Statements are available upon request. 

These bank problems began in XX/XX/XXXX when a criminal named XXXX XXXX hacked into my account through XXXX and gained access to my entire banking. It was reported but the Fraud department did not investigate him. The bank agent informed me he made XXXX illegal transactions. XXXX {$1600.00} and XXXX {$1900.00} and a cash advance from my credit card XXXX for {$3900.00}. This banking breach caused a domino effect on multiple accounts, making it exceedingly difficult to resolve. BofA did refund Fraud activity {$1600.00} and {$1900.00} only. The fraudulent XXXX transactions caused an overdraft on my account which resulted in many other banking problems I am stuck with because the bank does not know how to fix it. 

BofA negligence & online bill pay managed by a 3rd party service. Someone at the bank had access to my account and during this time a {$10000.00} payment was processed to XXXXXXXX XXXX in error. Who XXXX XXXXXXXX makes a {$10000.00} payment online? That should have been a red flag for the bank, but they just let it go even though in 46 years Ive never had {$10000.00} in my account- ever. I caught it at once and called BofA XXXX Bill Pay Division ( 3rd party service ). They were extremely nervous, but they also refused to stop the transaction. Naturally, this caused overdraft activity. I was able to remedy this myself by contacting XXXX Bank who refunded the amount three weeks later. I deposited it into my checking account, and I immediately made an appointment in person at the XXXX Branch to pay off all my accounts. They gave me a confirmation number, but unfortunately, later I learned BofA applied that payment to the wrong account. Bank of America has become simply incorrigible. 

Bank of America then ruined my credit rating. 46 years of excellent credit went down the tubes overnight as I realized BofA would rather destroy me, than help me. Instead of acknowledging me as a long-time loyal customer, I am treated like a criminal. Their lack of banking security and incompetency put me in this awful position, and now I am left to try to defend myself without legal representation due to the unfair arbitration clause. The unfair arbitration law must change It is criminal. 

The surmounting stress of this unresolved bank issue has caused irreparable damage to my health. It is devastating my bank has turned against me and is threatening my future livelihood. It is a living nightmare that never ends. I received a BoA letter that states my account will go to Charge Off on XX/XX/XXXX, if I dont make a payment towards $ XXXX a debt that is not mine its not real but created through my bank misappropriating charges and credits. 

I must work to supplement my social security income and a poor credit rating will hinder me from gainful employment. This year, my earning ability was significantly reduced due to the hours needed to focus on fixing this banking problem. I am worried I will not be able to get credit if needed in case of a medical emergency. There is no safety net as I have no family or support ; it is life threatening as it could lead to homelessness. 

I am reaching out to CFPB to resolve these unlawful practices of Bank of America. For myself and millions of other customers that have had similar insufferable experiences with this bank. It is hard to understand why so many government agencies turn a blind eye to Bank of Americas unlawful practices. Even though this bank continues to be sued for billions, no one will stop the repeating criminal banking behavior. Our Banking laws must change to really protect consumers and more importantly enforced so Bank of America can no longer have the free will to destroy peoples lives. 

Bank of America would not provide me with any justification or accounting of the transactions so I created this chart that will illustrate the unnecessarily complex mess the bank made. They must fix it! I expect Bank of America to correct the multiple duplicated billings ; to close the illegal cc XXXX issued in my name without my permission. Close that card at a XXXX balance and mail me an updated statement. I have paid off all my accounts with Bank of America. I have no real debt with this bank. I would also like Bank of America to remove the false debit ( s ) from all credit agencies and restore my perfect credit rating by the end of XX/XX/XXXX. I will not accept phone calls from Bank of America because they are liars. All communication must be in writing. 

Ive been consumed by this mess and there is no extra time to work on the EDD income and the State of XXXX money sent on a special card. Bank of America closed my account, so I no longer have access to that information or those funds. That also remains unaccountable and unresolved by the bank. 

XXXX BANK OF AMERICA MIAPPROPRIATED FUNDS - XXXX XXXX XXXX XX/XX/XXXX to XX/XX/XXXX XXXX XXXX XXXX - XXXX XXXX BANK OF AMERICA ERRORS - MULTIPLE CHARGES ON SEVERAL CARDS XX/XX/XXXX cc XXXX first charge on cc XXXX {$9600.00} 1st time wrong card XX/XX/XXXX cc XXXX second charge on cc XXXX {$9600.00} 2nd time on fake card XX/XX/XXXX cc XXXX third charge on cc XXXX {$9600.00} Fake CC XXXX confusion Total Bank Errors {$28000.00} XX/XX/XXXX cc XXXX minus XXXX credit on cc XXXX $ ( XXXX ) One transaction billed three times - fix it {$19000.00} MULTIPLE BANK ERRORS TRIPLE BILLING BANK OF AMERICA UNLAWFULLY CREATED A FAKE CREDIT CARD IN MY NAME XX/XX/XXXX cc XXXX Bank Error Charged {$3900.00} 2 x on XXXX {$7800.00} XXXX CHARGES XX/XX/XXXX cc XXXX XXXX CREDIT $ ( XXXX ) XXXX XXXX XXXXXXXX transaction billed 2x & 1 Credit Balance {$3900.00} XX/XX/XXXX cc XXXX Fake card cause unnecessary confusion with misappropriated charges and misapplied payments $ ( XXXX ) BOFA APPLIED PAYMENT TO WRONG ACCT ACTION TO BE TAKEN : BANK OF AMERICA MUST CORRECT THIS ERRONOUS ACCOUNT IMMEDIATELY XXXX XXXX Fake Credit Card ( XXXX ) Statement XXXX ERROROUS BILLING ON XXXX AND DUPLICATED BILLING MULTIBLE TIMES ON SEVERAL CARDS RECAPPED ABOVE {$16000.00} Interest accumulating ACTION TO BE TAKEN -BofA REMOVE IMPROPER DEBT AND RESTORE MY EXCELENT CREDIT XXXX All Credit Agencies Remove this banking information from all Credit Agencies. Restore my credit rating ACTION TO BE TAKEN - BOFA FIX PAYMENTS MADE TO CORRECT ACCOUNTS XX/XX/XXXX cc XXXX Other payment made in person with agent $ ( XXXX ) confirmation XXXX XX/XX/XXXX cc XXXX Statement XX/XX/XXXX to XX/XX/XXXX XXXX {$11000.00} Paid in person at XXXX branch $ ( XXXX ) confirmation XXXX Thank you for taking the time to read my letter. I look forward to hearing from you with a positive resolution to this matter. I can be reached in writing at the following contact information. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX 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