Consumer complaint received 2024-09-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
On XX/XX/XXXX - I received an update on one of Credit Reports ( XXXX ) that my Bank of America HELOC account had been suspended. I logged into the account to see that I all of a sudden had {$0.00} available credit when I previously had $ XXXX available till this notification on my credit report. There were no written, telephonic, or any other forms of communication sent to me or the other account holder indicating why the account was suspended. 

On XX/XX/XXXX - I called Bank of America ( BoA ) the same day to see what was going on and why I can no longer access my account. I am told by a BoA rep that there has been some sort of fraudulent activity on my account and I was transferred to the fraud department. The fraud department can not tell me what the suspected fraudulent activity was and why there is a lock on my account. They asked if there had been any other fraudulent activity on any of my other BoA accounts - there werent any other issues besides this one. They also can not tell me how to get rid of that lock. They put in a request for an escalation department to call me after a 48 hour period from the time of the call. The rep tells me that this escalation department will go through all the necessary steps to help me regain access to my HELOC. 

XX/XX/XXXX - I waited the longer than the 48 hour period as suggested by the BoA Rep on XX/XX/XXXX. When no one called me, I called BoA fraud department again to follow up. A different rep told me the same thing as the previous rep. They had no idea what was going on and again told me they had placed me on an escalation callback and someone will reach out to me after 48 hours. 

XX/XX/XXXX - I, again, waited the longer than the 48 hour period as suggested by the BoA Rep on XX/XX/XXXX. When no one called me, I called BoA fraud department again to follow up. A different rep told me the same thing as the previous rep. They had no idea what was going on and again told me they had placed me on an escalation callback and someone will reach out to me after 48 hours. 

XX/XX/XXXX - I, again, waited the longer than the 48 hour period as suggested by the BoA Rep on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. When no one called me, I called BoA fraud department again to follow up. A different rep ( XXXX ) told me the same thing as the previous rep. They had no idea what was going on and again told me they had placed me on an escalation callback and someone will reach out to me after 48 hours. He suggested I wait till XX/XX/XXXX to see if the issue gets resolved since he has seen these issues take anywhere from 30 - 45 days for it to resolve. I ask him if there is anything I can do since I am trying to access money from my HELOC to see if things can move faster ( including getting me in contact with the back end team ), he doesnt have a suggestion except to wait. I asked him to escalate my call to the supervisor who repeated the same thing as him. Also, XXXX confirmed that no communication ( letter, email, phone call, etc. ) had been sent out to me which was weird. 

XX/XX/XXXX - I waited till after XX/XX/XXXX as suggested by XXXX to see if maybe now they could tell me something as to what was going on. This time was connected to XXXX at the fraud department. XXXX confirmed the same thing as XXXX that she can see no communication was sent out. She could tell from XXXX that someone had been looking at my file but again, no concrete information on what was going on or how long it was going to take to resolve it. She helped me open up a case ( XXXX ) and provided a tracking number for me to call because she knew I was calling for the XXXX time and could tell I was frustrated. 

XX/XX/XXXX - I called again to see if I could follow up on the call and was connected to XXXX again. Again, XXXX had no new information for me. I asked him to give me a status on my case and he again, gave me vague replies stating someone is looking into it. Again, no update on timeline just that there is a note that they will reach out via writing when a decision has been made. 

I have included screenshots of the call logs and the alert from the credit report. I can provide additional details such as account statements indicating my account went from $ XXXX available credit to {$0.00} between XXXX and XXXX when no money was taken out by anyone.

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