Complaints

This profile includes complaints for Bank of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bank of America

  100 N Tryon St STE 220 Charlotte, NC 28202-4031

  
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  Bank of America

  55 W 12 Mile Rd Madison Heights, MI 48071-2401

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  Bank of America

  940 E Long Lake Rd Troy, MI 48085-4876

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  Bank of America

  1391 S Lapeer Rd Lake Orion, MI 48360-1436

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  Bank of America

  4975 Bay Rd Saginaw, MI 48604-2523

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payoff check initiated 7/2021, arbitrarily rejected by Bank of America 8/2021. Re-initiated with the exact same information 8/2021, posted to account 9/7/201 $1,797.23.Requested finance charges waived for 8/2021 and 9/2021 due to BOA error. Advised that manager is only willing to waive finance charges if the account is closed. Account has been open and in good standing since 2012. There is no reason to close this account. Please waive both finance charges due to BOA rejection and delay of payoff check 7/2021.

  Business Response

  Date: 01/13/2023

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I have contacted the referenced customer and will work this matter directly to respond to the customers inquiry.

   

  ****************************;

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a fraud claim for $3,500 on 8/9/22. After spending over four hours, with endless dropped calls and transfers, I was able to speaking a claims rep named ***. *** explained to me that this case was categorized as a scam and not subject to a provisional credit or expedited timeframe. I explained to *** the exact details that I provided the original rep that recorded the claim. *** seemed to be frustrated by the mishap and quickly said that he would have to transfer (once again) to another team to update the details of the case. I was then cold transferred and the call disconnected once again. Based on the details of my case, these fraudulent charges should be subject to Regulation E requirements. I provided the information asked of me when the claim was recorded and the rep did not accurately portray the reality of the situation. I have already spent nearly a combined 8 hours trying to get this case accurately documented with no success. This is making it impossible for me, as a consumer, to meet my responsibilities of ******** would like for the bank to contact me so this issue can be reasonably investigated as it shouldve nearly a week ago.

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  
  As you requested, we addressed this matter directly on September 15, 2022, by way of telephone or letter. If a letter has been sent, it should be received within the next five business days. However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  
  I thank you for taking the time and effort to bring this issue to our attention.
  
  *********************

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to get a signature on the document notarized at Bank of America branch as their customer (this is free service they offer for bank customers). The document is in a foreign language and the bank refused to notarize the signature. They were supposed to only notarize the signature, NOT the document. I tried calling BofA customer service number to clarify this, but the branch customer service never picks up their phone. General customer service, ****** at Alabama **********************, connected me to a number that is 'not available in my calling area'. There is no way to contact customer service on the BofA website despite having both checking account and credit cards with them. Basically, no way to contact them to ask question and figure it out, except filing a complaint with BBB!

  Business Response

  Date: 09/15/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  
  As you requested, we addressed this matter directly on September ********************* of telephone or letter. If a letter has been sent, it should be received within the next five business days.However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  
  I thank you for taking the time and effort to bring this issue to our attention.
  
  *************

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been with Bank of America for nearly six years but recently switched because they have the worst customer service of any company I have ever dealt with. Each time I call, Bank of America puts me on hold for over an hour, their service representatives never know how to answer my questions, and I am transferred to other departments to sit on hold once more. I have also tried my luck at going into the branches, and more often then not, employees are unwilling to help and want you to do everything through the app. I have also had experieces where the empIoyee does not know the answer to my simple banking inquiries. I am posting this review to anyone who is considering banking with Bank of America a word to the wise, just don't. I understand it is easier and cheaper to automate customer service, but there is a right way to do it and a wrong way and Bank of America could not be further from the right way. My intent for writing this review is that Bank of America improves their customer service, ******* their training for employees, and learns to value their customers.

  Business Response

  Date: 09/12/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  
  As you requested, we addressed this matter directly on September 12, 2022 by way of telephone or letter. If a letter has been sent, it should be received within the next five business days. However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  
  I thank you for taking the time and effort to bring this issue to our attention.
  
   *************************
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19, 2022, I was victim of a fraud. Bank of America opened a fraudulent Credit Card and an Alaska Airlines membership under my name. I received post office mail and emails, which is how I came to find out fraudulent accounts were opened under my name. I contacted Bank of America and American Airlines to report a fraud. I was told the fraudulent accounts will be closed. I continue to receive emails from American Airlines. I asked both companies how they failed to protect me and allowed accounts to be opened fraudulently, and also what is being done to prevent this in the future? American Airlines responded that memberships are opened on behalf of Bank of America's request and Bank of America did not give an answer. I notified both companies that a formal complaint will be submitted through BBB to ensure I am protected. I have existing fraud alerts opened with Experian, TransUnion and Equifax and yet, Bank of America still failed to protect my identity. I'm seeking assurance that I am protected. Further details of the reports that were filed are below:Bank of America Fraud Servicing for Credit Cards I spoke with ******* Emp ID: TWM2K Submission #: ******** ****** Mileage Plan I spoke with **** Plan #: *********

  Business Response

  Date: 09/22/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  As you requested, we addressed this matter directly on September 22, 2022 by way of telephone or letter. If a letter has been sent, it should be received within the next five business days. However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  I thank you for taking the time and effort to bring this issue to our attention.
  *****************************

  Customer Answer

  Date: 11/14/2022

   
  I am rejecting this response because:On July 19, 2022 I filed complaint ******** with BBB against Bank of America for fraudulently opening an Alaska Airlines credit card and Alaska Airlines membership under my name. On October 31, 2022 I received a letter from Bank of America (reference number **********) that the bank is working on an application for a new Alaska Airlines credit card, which I did not apply for. The bank is repeatedly processing fraudulent applications under my name. I attempted multiple times to contact Bank of America's Resolution Specialist ***************************** at ********************, she was the resource who responded to my original complaint ******** and I'm not receiving a callback or response.
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets on 11/23/2019 to see a concert in 2020 through Paypal. It was canceled due to Covid and rescheduled to 3/30/2022. Upon arriving the evening of 3/30/2022 we were denied entry into the venue due to Vivid reselling our seats. I had to purchase new tickets that evening for $139.00. The next day I contacted ***** Seats and started working with them to get my refund for the original purchase of $560.32. After filling out several forms and following up with them for 45 days they granted my refund for $560.32. During the time of purchase and the time Vivid refunded my money, my CC had expired and I linked my new CC to my Paypal account. ***** sent the refund through to my expired CC. I can see the refund in my Paypal account but it has never been transferred through to my new CC account. I have contacted both Bank of America (which is where both CC has been issued from) and Paypal at least 6 times each. Both companies have pointed the finger at the other. ****** has stated they sent the money through to my CC and Bank Of America is stating they cannot see it. Neither company has offered to help, but rather have stated it's not their probelm. Any help with resolving my issue will be appreciated greatly.

  Business Response

  Date: 08/31/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  
  As you requested, we addressed this matter directly on August 30, 2022,  by way of telephone or letter. If a letter has been sent, it should be received within the next five business days.However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  
  I thank you for taking the time and effort to bring this issue to our attention.
  
  ***********************;

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 9, 2022, there were two illegal withdrawals $18,000 totally from our advantage savings account ***** in Bank of America. $8000 was made on July 9,2022 in financial center ******************************************************** and the other withdrawal $10,000 was made on the same day in financial center ********************************************. Both transactions were posted "cleared" on July 12, 2022. My wife and I reported to the fraud department and customer service of ********************** by phone on July 10, and requested to hold the " processing " illegal transactions. We also went to ****** financial center in ************************************************************* on July **, 2022 to report it. We were told by different staff of Bank of America that the $18,000 will be credited back to our account in a few days, 12 days, 45 days and 60 days. We also reported it FTC and ****** Police Station. Now the claim ref# **JUL2022-145988 is still on investigation and no credit back to our account yet.

  Business Response

  Date: 10/07/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I have contacted the referenced customer and will work this matter directly to respond to the customers inquiry.
  
  ******************************;

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they closed my checking account June 3rd 2022 and every time I call they say the estimate day to close my account is on this day I called aug 11 they said the date is subject to change . they change my close date every other day here it is august and they still haven't closed my account and send me the funds in my account

  Business Response

  Date: 09/14/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  As you requested, we addressed this matter directly on September 14, 2022, by way of telephone or letter. If a letter has been sent, it should be received within the next five business days. However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  I thank you for taking the time and effort to bring this issue to our attention.
  
  *********************

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of BofA for over 25 years.I am on Social Security and a FIXED income. Losing $3,500.00 from a Zelle scam from BofA has put my back against a wall.I had NEVER used the Zelle app until June 20, when I received a spam text (see photo). On 06/20/22, I was sent a text message *************) asking me if I had approved a $3,500.00 transfer from my BofA checking account reply with "YES or NO or Help) I replied NO and Help. Within 15 seconds or so, I had a phone call from a BofA phone number ************. I was asked if I had the Zelle app on my phone, and I told them I would have to download it because I had never used it. I then downloaded the Zelle app, They told me I needed to send this so the money $3,500.00 would revert back to me. I listened to what they said and did what they told me. Within seconds my account was deleted of $3,500.00. I called BofA and started a complaint 22JUN2022-106109 (see photo). I was told the process would take a maximum of 10 days. I received a notice that My claim was denied. I called BofA back to discuss this, and the person I spoke with told me that the way the paperwork was sent in was not correct. She "fixed" it. I again was denied on 08/03/2022(see photo).On 08/06/2022, I received another text message from a new number *************). Someone within BofA or elsewhere must have sold my personal information. I haven't had any further calls or texts.I would like my $3,500.00 returned to me as soon as possible. Recently Bank of America and ***** Fargo have been sued by consumers who allege they were defrauded by scam artists using Zelle payments. (June 6, 2022, PaymentsDive.com)

  Business Response

  Date: 09/14/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry. 
  As you requested, we addressed this matter directly on September 14, 2022, by way of telephone or letter. If a letter has been sent, it should be received within the next five business days.However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. 
  
  Please let us know if we can assist further regarding this matter. 
  
  *************************
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July I went to Arcadia Branch of BOA to open student accounts for my 2 sons since there was a promotion offering $100 bonus to any student who opened a SafeBalance Checking Account without any existed account. The branch staff verified that there was indeed this promotion (Picture 1), but said I needed to apply online then go to branch for follow-up procedures. On 7/18 we applied new accounts on BOA website. I attach the screenshot of the email we received after completing application, the email noted us the next step is to verify their IDs at branch then complete the account opening. On 7/23 we went to branch to verified their IDs. My elder son's account was quickly completed, but the younger son *********************** was never completed. I provided ******************* with permanent residence permit and social security card, but the staff said there was no option to upload these two documents. The staff doubted if we had made some mistakes in application, so he deleted our application and re-applied for an account opening for ******************* on my mobile phone. However, the option of uploading these two certificates still did not appear in the link of ID verification. All uploadable ID options are based on a U.S. citizen's and no other options are available. The worker even tried to select the US government option to upload my son's ID, but still failed. The staff then told me that there might be a problem with their system and he gave me the number of ***'s technical department (Picture 2) and told me to call them during working hours for a solution. So in the following week, I called this number and BOA customer service number many times to report that, but the reply I got was there was no problem with the account we applied for, just took the IDs to Branch for verification. So on 8/6 ******************* and I went to that BOA Branch again, but another staff told me that the promotion was expired and he cant do anything. ***'s irresponsible behavior has really disappointed and hurt my son.

  Business Response

  Date: 09/14/2022

  We are in receipt of the complaint for the above referenced customer. As a Resolution Specialist in Regulatory Complaints, I welcome the opportunity to respond to the customers inquiry.
  
  As you requested, we addressed this matter directly on September 14, 2022, by way of telephone or letter. If a letter has been sent, it should be received within the next five business days. However, in the interest of protecting our customers confidentiality, we are unable to provide you with the details. For further details, please contact the customer directly. Please let us know if we can assist further regarding this matter.
  
  I thank you for taking the time and effort to bring this issue to our attention.
  
  *****************