Complaint_ID	Account_ID	Complaint_Type	Complaint_Owner_ID	Complaint_Date	Complaint_SP_Risk_Area	Complaint_Sales_practice_flag	Complaint_Channel	Region	Target_Employee_ID	Target_Branch_ID	Business Area	Associated_product	Text_full	Text_capped	Month	Year
1	10009130	Customer	102274	10/19/16	Manipulation/misrepresentation of sales		Branch	Shawnee Mission, KS	3246151	E0023	Business Banking	Business Lending	General: went all they way through, and then the atm said unavailable, and kept checks, and said out of order, won't do atm ever again  	General: went all they way through, and then the atm said unavailable, and kept checks, and said out of order, won't do atm ever again  		
2	10005349	Customer	106714	07/18/16	Inappropriate Sales Tactics		Call Center	Sacramento, CA	3246275	C0044	Consumer Banking	Checking	 Customer frustrated due to ATM malfunction and capture debit card advice options to get debit card replaced.   	 Customer frustrated due to ATM malfunction and capture debit card advice options to get debit card replaced.   		
3	10009572	Customer	106980	11/15/16	Manipulation/misrepresentation of sales		Call Center	New Castle, PA	3246208	C0044	Business Banking	Merchant Services	A non BOA customer tried to withdraw cash from the ATM, cash was never dispensed and took a very long time to give the card back.  	A non BOA customer tried to withdraw cash from the ATM, cash was never dispensed and took a very long time to give the card back.  		
4	10010136	Customer	100165	01/01/16	Manipulation/misrepresentation of sales		Call Center	Davenport, IA	3246134	E0016	Business Banking	Business Lending	customer upset that deposit wasn't processed or stuck in the ATM  	customer upset that deposit wasn't processed or stuck in the ATM  		
5	10008493	Customer	103207	06/30/17	Unauthorized Activity / Lack of Consent		Branch	Laurel, MD	3246374	W0029	Business Banking	Business Lending	Received copy of complaint on 03/29/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/28/2017.The customer soft authenticated, refused to verify, refused manager transfer and hung up.  The agent tried to get the customer to verify at least the address that we've been sending letters to. He denied and the agent manager a manager transfer or bank representative. The customer replied and hung up.The agent was unable to provide a member of management or the liaison line due to the customer's disconnection. The agent documented the call accordingly.      	Received copy of complaint on 03/29/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/28/2017.The customer soft authenticated, refused to verify, refused manager transfer and hung up.  The agent tried to get the customer to verify at least the add		
6	10010766	Customer	106406	03/30/16	Manipulation/misrepresentation of sales		Social Media	Muskegon, MI	3246445	E0011	Consumer Banking	Checking	customer was very rude and mad that we could not sell cashiers checks to non customers.  Also mad that I would not count the money in my office because there are no cameras in my office.  Complaint Type Other: cashed large currency check cashed large currency check 	customer was very rude and mad that we could not sell cashiers checks to non customers.  Also mad that I would not count the money in my office because there are no cameras in my office.  Complaint Type Other: cashed large currency check cashed large currency check 		
7	10010776	Customer	104045	05/09/17	Unauthorized Activity / Lack of Consent		Call Center	Colorado Springs, CO	3246231	E0015	Consumer Banking	Checking	teller assist advised cx not to deposit a check due to info   	teller assist advised cx not to deposit a check due to info   		
8	10010835	Customer	100472	02/09/16	Misleading / False information		Call Center	Tampa, FL	3246400	E0011	Consumer Banking	Checking	General: atm error  	General: atm error  		
9	10006844	Customer	106554	06/15/17	Misleading / False information		Call Center	Des Moines, IA	3246318	E0011	Business Banking	Merchant Services	General: atm deposit error.  	General: atm deposit error.  		
10	10010807	Customer	101985	06/13/17	Unauthorized Activity / Lack of Consent		Call Center	Chattanooga, TN	3246180	E0011	Consumer Banking	Checking	customer was upset because the atm was down once again.  	customer was upset because the atm was down once again.  		
11	10005679	Customer	106116	10/29/16	Unauthorized Activity / Lack of Consent		Social Media	Duluth, MN	3246184	C0042	Consumer Banking	Checking	previous call dropped calling about her atm deposit posting error   	previous call dropped calling about her atm deposit posting error   		
12	10003491	Customer	106617	01/06/17	Inappropriate Sales Tactics		Social Media	Louisville, KY	3246222	W0035	Consumer Banking	Credit Card	client very upset.  she received a late fee on her CC in June 2014 and at that time she had set up autopay in a banking center and was advised that the autopay was activated immediately...she was not advised that it takes 2 months NOR was it actually set up correctly in the bank...caused her to receive the late fee.  She reported this error when it happened in June 2014 and was advised that her credit report would be fixed because it was due to bank error/misinformation - her credit report was never updated to remove the late occurence and she's still having to follow up 3 years later.  	client very upset.  she received a late fee on her CC in June 2014 and at that time she had set up autopay in a banking center and was advised that the autopay was activated immediately...she was not advised that it takes 2 months NOR was it actually set up correctly in the bank...caused her to rece		
13	10008632	Customer	106808	03/02/16	Manipulation/misrepresentation of sales		Call Center	Saint Louis, MO	3246459	W0035	Business Banking	Merchant Services	  No DOD captured on Ruth's profile and no Death Certificate attached. Therefore, CDM was not able to fulfill this request due to insufficient documentation.  Also note, this is not the correct form to use to remove/delink trustees from an account. The correct form to use when submitting an Account Linkage/Delinkage request is the Customer Data Management COMMIT form entitled ADD/DELETE CUSTOMER TO ACCOUNT in the DETAILED PROBLEM DESCRIPTION dropdown box.  Please refer to PRO procedures and resubmit a new Commit case with the proper documentation attached to support your change request.  If further guidance is needed, contact NHL.   CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account/Customer Maintenance Name Change-Routes need to remove signers ruth and Melvin due to death.  trust name should have always been hiatt living trust according to trust documents.  unable to complete in system.	  No DOD captured on Ruth's profile and no Death Certificate attached. Therefore, CDM was not able to fulfill this request due to insufficient documentation.  Also note, this is not the correct form to use to remove/delink trustees from an account. The correct form to use when submitting an Account 		
14	10008815	Customer	103866	10/10/16	Inappropriate Sales Tactics		Call Center	Lexington, KY	3246188	E0013	Business Banking	Business Lending	#Case id E-15362..Received internet inquiry:  Requestor: Homeowner  Query: Homeowner request to change the due date   Actions Taken:  Informed homeowner due date cannot be changed and provided the due date and grace period, website link    	#Case id E-15362..Received internet inquiry:  Requestor: Homeowner  Query: Homeowner request to change the due date   Actions Taken:  Informed homeowner due date cannot be changed and provided the due date and grace period, website link    		
15	10003284	Customer	103499	10/13/16	Manipulation/misrepresentation of sales		Call Center	Bozeman, MT	3246461	E0022	Consumer Banking	Checking	atm id: imdn2089 the customer sttd she was trying to make a chk dep and transaction was not completed it attempted to reject the check.- error on rejected items and also has debit crd   error is still on the screen.  no errors reported per cto will call ans.  ans rep - keith - will send a reboot..   the customer is not happy about the claim process and possible issues  with credits applied to the account. she has mrtg to pay.   	atm id: imdn2089 the customer sttd she was trying to make a chk dep and transaction was not completed it attempted to reject the check.- error on rejected items and also has debit crd   error is still on the screen.  no errors reported per cto will call ans.  ans rep - keith - will send a reboot..  		
16	10007183	Customer	100230	07/10/17	Unauthorized Activity / Lack of Consent		Social Media	Lees Summit, MO	3246322	E0024	Business Banking	Business Lending	jam at atm with pymt  	jam at atm with pymt  		
17	10001728	Customer	106038	07/13/16	Misleading / False information		Call Center	Springfield, MA	3246294	E0004	Consumer Banking	Checking	cash dispsener is down refered to another atm   	cash dispsener is down refered to another atm   		
18	10003320	Customer	102608	02/10/16	Manipulation/misrepresentation of sales		Call Center	Dayton, OH	3246395	W0028	Consumer Banking	Credit Card	Customer was upset that his debit card got stuck in the ATM while he was making a deposit. I ordered him a new card and gave him a temporary card.   	Customer was upset that his debit card got stuck in the ATM while he was making a deposit. I ordered him a new card and gave him a temporary card.   		
19	10009438	Customer	100582	09/27/16	Unauthorized Activity / Lack of Consent		Social Media	Cincinnati, OH	3246444	W0031	Business Banking	Business Lending	Caller is upset ATM/ATA took his card and will not eject it because the ATM froze while trying to complete a transaction  	Caller is upset ATM/ATA took his card and will not eject it because the ATM froze while trying to complete a transaction  		
20	10007008	Customer	103477	12/05/16	Misleading / False information		Social Media	Kansas City, MO	3246279	W0026	Business Banking	Business Lending	  ***** Monitor ACKNOWLEDGEMENT *****&#x0D;Point of Contact FLU:&#x0D;Point of Contact Assigned : &#x0D;Contact Summary:&#x0D;Client contact was made on: 3/8/2017 11:56 AM&#x0D;Via: Telephone&#x0D;By: Shader, Montgomery&#x0D;Status: Attempted Approving PA in lieu of extension, new due date 04/02/17. The Case has not been completed. Approving PA in lieu of extension, new due date 04/04/17. The Case has not been completed. ***** Monitor Case Closure *****&#x0D;Resolution Provided Date: 3/29/2017&#x0D;Resolution provided by: Shader, Montgomery&#x0D;Resolution Summary: No contact from the customer. Closing the case.  *** 15 Day Courtesy Notice emailed to POC *** TG  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes From: BTM BAC.com FeedbackSent: Saturday, March 04, 2017 10:09:33 AM (UTC-08:00) Pacific Time (US & Canada)To: BTM BAC.com FeedbackSubject: Feedback Email FormFirst Name: RyanLast Name: ThompsonAddress Line 1:Address Line 2:City:State:Zip:What are you contacting us about?: I have feedbackYour comments: I was stranded today with no gas and no money. My parents are out of state and I had no one to help. I called the bank to work out a way to just overdraft or SOMETHING to get me home so I could put money back in when my parents came back into town; I was on hold 30 minutes, then I got to speak to the first rep. A super nice lady who tried to help, but her boss wouldn't let her, so she transferred me to an emergency line for another option, because I'm literally stranded. The second rep, Jessica, was rude and refused to help me. I asked to speak to another rep, she said she was the manager and just kept rudely asking me what else can I help you with as I'm asking what I could do, because again I AM STRANDED. She hung up. I'm fucking livid. These issues happen A LOT with this bank, and I'm done playing nice. If I am forced to sleep in my car on the side of the road tonight, I'm taking this story to EVERY LOCAL NEWS CHANNEL first thing Monday.Would you like us to contact you about your feedback?: YesEmail address:Phone Number: 336-212-8712Best time to Reach: Evening 4 p.m.?8 p.m. ETSourceID: No Customer Contact - Unable to reach customer	  ***** Monitor ACKNOWLEDGEMENT *****&#x0D;Point of Contact FLU:&#x0D;Point of Contact Assigned : &#x0D;Contact Summary:&#x0D;Client contact was made on: 3/8/2017 11:56 AM&#x0D;Via: Telephone&#x0D;By: Shader, Montgomery&#x0D;Status: Attempted Approving PA in lieu of extension, new due date 04/02/17.		
21	10000093	Customer	103046	11/03/16	Inappropriate Sales Tactics		Social Media	Akron, OH	3246294	E0004	Consumer Banking	Credit Card	client stated that he went to the bank to get a line of credit for his business/ has a business account for over 7 years and was told he was not eligabel for a line of credit/very rude treatment and was told your credit is shot/stated the business put 140k into the business last year and the business is fine/personal income 250k. was told he couldn't afford it/is able to find credit elsewhere /very disappointed in BOA after being with us for long/looking for 30k and very disappointed and felt slighted/ is currently disolving his relationship with us * Complaint Type Not Listed:client leaving the company  	client stated that he went to the bank to get a line of credit for his business/ has a business account for over 7 years and was told he was not eligabel for a line of credit/very rude treatment and was told your credit is shot/stated the business put 140k into the business last year and the busines		
22	10002696	Customer	102224	08/22/16	Manipulation/misrepresentation of sales		Social Media	Naples, FL	3246146	W0037	Consumer Banking	Checking	ATM's would not accept cash.  	ATM's would not accept cash.  		
23	10003382	Customer	101655	02/15/17	Misleading / False information		Branch	Anchorage, AK	3246241	C0042	Consumer Banking	Credit Card	he said the banking center and ATM machines not working properly always not accepting cash or checks all the time , and not aware that teller deposit will not provide him courtesy funds  	he said the banking center and ATM machines not working properly always not accepting cash or checks all the time , and not aware that teller deposit will not provide him courtesy funds  		
24	10010870	Customer	104464	06/15/17	Unauthorized Activity / Lack of Consent		Social Media	Fullerton, CA	3246231	E0011	Consumer Banking	Checking	customers card was captured on atm and they did not have any information   	customers card was captured on atm and they did not have any information   		
25	10006849	Customer	100808	07/05/16	Misleading / False information		Call Center	San Jose, CA	3246188	E0013	Business Banking	Merchant Services	Customer is upset the ATM captured their card. I apologized and ordered a new card.  	Customer is upset the ATM captured their card. I apologized and ordered a new card.  		
26	10003607	Customer	101147	01/06/16	Inappropriate Sales Tactics		Call Center	El Paso, TX	3246319	E0002	Consumer Banking	Checking	ATM kept his debit card  	ATM kept his debit card  		
27	10008585	Customer	102432	03/30/16	Misleading / False information		Branch	North Las Vegas, NV	3246432	W0038	Business Banking	Business Lending	Was upset and livid that the ATM ate his debit card. The FCM retrieved the card from the ATM for him.  Action Taken Other: Retrieved card from ATM  Retrieved card from ATM	Was upset and livid that the ATM ate his debit card. The FCM retrieved the card from the ATM for him.  Action Taken Other: Retrieved card from ATM  Retrieved card from ATM		
28	10006294	Customer	101164	01/30/16	Misleading / False information		Social Media	Tucson, AZ	3246439	W0039	Business Banking	Business Lending	Customer called in to speak with someone about a refinance. He stated that when we ask questions from the script that it sounded like robots. He states that it needs to be more personal.  He also stated that he did not like the wait time for a lending officer so he hung up.   Complaint Type Other: Scripting/ Wait Times Scripting/ Wait Times 	Customer called in to speak with someone about a refinance. He stated that when we ask questions from the script that it sounded like robots. He states that it needs to be more personal.  He also stated that he did not like the wait time for a lending officer so he hung up.   Complaint Type Other: S		
29	10003811	Customer	102387	09/19/16	Misleading / False information		Call Center	Tuscaloosa, AL	3246313	C0045	Consumer Banking	Credit Card	Customer states that she visited the bank of America location at 69th street upper Darby PA 19082 and receive the worst customer service. Customer states that the bank representatives were very  rude and would not provide information about her credit card or a CD account. customer states that she visited TD to open CD account and is considering closing her account.   	Customer states that she visited the bank of America location at 69th street upper Darby PA 19082 and receive the worst customer service. Customer states that the bank representatives were very  rude and would not provide information about her credit card or a CD account. customer states that she vi		
30	10002707	Customer	103924	06/29/16	Unauthorized Activity / Lack of Consent		Call Center	Madison, WI	3246184	C0042	Consumer Banking	Credit Card	  **** P&amp;R Monitoring Case Closure ****&#x0D;Commit Case #: 29721710&#x0D;Line Of Business: SharePoint Managed&#x0D;Client Name: BHAVANI P LINGAMANENI&#x0D;Party ID: 30007341069&#x0D;Last 4 of Account #: &#x0D;Point Of Contact: PNW-LV Region&#x0D;Resolution Summary: Financal center conducted research and we agree that the client was incorrectly credited.  We are adjusting the account today, 3/10.  I spoke with the client and we are good with the outcome.   *** P&amp;R Monitoring Acknowledgment ***&#x0D;Commit Case #: 29721710&#x0D;Line Of Business: SharePoint Managed&#x0D;Client Name: BHAVANI P LINGAMANENI&#x0D;Party ID: 30007341069&#x0D;Last 4 of Account #: &#x0D;Point Of Contact: PNW-LV Region&#x0D;First Contact Date3/10/2017 3:00 PM &#x0D;First Contact MethodContacted Telephone &#x0D; **** P&amp;R Monitoring Case Closure ****&#x0D;Commit Case #: 29721710&#x0D;Line Of Business: SharePoint Managed&#x0D;Client Name: BHAVANI P LINGAMANENI&#x0D;Party ID: 30007341069&#x0D;Last 4 of Account #: &#x0D;Point Of Contact: PNW-LV Region&#x0D;Resolution Summary: Financal center conducted research and we agree that the client was incorrectly credited.  We are adjusting the account today, 3/10.  I spoke with the client and we are good with the outcome.    CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned From: lbhavaniprasad@gmail.comSent: Thursday, March 09, 2017 8:57:20 PM (UTC-08:00) Pacific Time (US & Canada)To: BTM BAC.com FeedbackSubject: Feedback Email FormFirst Name: BhavaniLast Name: LingamaneniAddress Line 1:Address Line 2:City:State:Zip:What are you contacting us about?: I have feedbackYour comments: I always go to this branch 2202 Westlake Ave, Seattle, WA 98121 and I never had any issue with the cashiers.But yesterday i.e 03/08, I went there to deposit $1700 10 $100  35$20 bills put in a chase bank envelope. I told the cashier it is $1700. He counted and started logging it and it is complete. I don't remember he telling me the total was only $1200.Then I asked him what is the total amount in my checking account and he gave me the slip which showed around $24200 odd.I asked him to transfer $24000 to my friend's account. Wrote the first/last names, account number and gave it to him. And he transferred it with his manager's approval.I realized that the cashier deposited only $1200 cash instead of $1700. I will go to the branch tomorrow and ask them to check the cameras.Would you like us to contact you about your feedback?: YesEmail address: lbhavaniprasad@gmail.comPhone Number: 201-344-0791Best time to Reach: Morning 8 a.m.?12 p.m. ETSourceID: Other - Root Cause	  **** P&amp;R Monitoring Case Closure ****&#x0D;Commit Case #: 29721710&#x0D;Line Of Business: SharePoint Managed&#x0D;Client Name: BHAVANI P LINGAMANENI&#x0D;Party ID: 30007341069&#x0D;Last 4 of Account #: &#x0D;Point Of Contact: PNW-LV Region&#x0D;Resolution Summary: Financal center conducted res		
31	10010457	Customer	102074	03/24/17	Unauthorized Activity / Lack of Consent		Call Center	Jacksonville, FL	3246431	E0012	Consumer Banking	Checking	atm not accepting checks  	atm not accepting checks  		
32	10010574	Customer	102986	04/25/16	Misleading / False information		Social Media	Corpus Christi, TX	3246454	E0011	Consumer Banking	Checking	ATM not working properly, had to go to another ATM to deposit over payment from account.   	ATM not working properly, had to go to another ATM to deposit over payment from account.   		
33	10001005	Customer	102663	04/28/16	Unauthorized Activity / Lack of Consent		Social Media	San Antonio, TX	3246143	E0002	Consumer Banking	Credit Card	atm captured card  	atm captured card  		
34	10008840	Customer	106366	09/22/17	Inappropriate Sales Tactics		Call Center	New York City, NY	3246395	W0028	Business Banking	Business Lending	General: cx deposited money in the atm and the atm took her cash and deposited on some of the cash  	General: cx deposited money in the atm and the atm took her cash and deposited on some of the cash  		
35	10006710	Customer	104174	02/15/16	Unauthorized Activity / Lack of Consent		Social Media	Erie, PA	3246130	E0003	Business Banking	Business Lending	customer complain he did not trust the ata   	customer complain he did not trust the ata   		
36	10008501	Customer	101423	11/18/16	Unauthorized Activity / Lack of Consent		Social Media	Littleton, CO	3246442	C0042	Business Banking	Merchant Services	  Client cell phone 352-266-2173 Customers deposit posted for incorrect amount and now escalating for research/correction.  Verified EJ report, ASI report via Content navigator. See Sequence Number: 5252526954 to 9652534557.Attached copy to case. Unable to locate missing checks Sequence numbers via Imageview. Submitted service request to check batch# 896679 for loose items to search missing checks. ______ service request (1281-1348619739) has been successfully sent.&#x0D;Expected Resolution Date: 5 days. Called and was unable to reach customer to advise  SLA. Pending case for resolution.  Verified info via synergy. Credit Adjustment Request Has Been Honored For and acct credited $3,290.00 (R3 3728480). Reached customer at verified phone number and confirmed full name.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes Missing $3,290 in checks from deposit totaling $9,921.00  with following amounts that total $3,290.00 (missing checks):$550.00, $540.00, $287.50, $287.50, 520.00, 575.00, 530.00Above check deposits missing from total deposit of $9,921.00.	  Client cell phone 352-266-2173 Customers deposit posted for incorrect amount and now escalating for research/correction.  Verified EJ report, ASI report via Content navigator. See Sequence Number: 5252526954 to 9652534557.Attached copy to case. Unable to locate missing checks Sequence numbers via 		
37	10008688	Customer	105811	09/26/17	Inappropriate Sales Tactics		Branch	Staten Island, NY	3246207	E0007	Business Banking	Merchant Services	General: CUSTOMER EXPERIENCED ATM ERROR  	General: CUSTOMER EXPERIENCED ATM ERROR  		
38	10009623	Customer	106501	07/25/16	Manipulation/misrepresentation of sales		Social Media	Naperville, IL	3246261	E0010	Business Banking	Business Lending	  Verified from lean account was for closed 03/14/2017 with negative balance -$390.28 but customer made deposit on the same day and account status changed back to active open status.  customer expressed frustration that his account status was not changed back to normal until he went back to the banking center again. Using language line Spanish, Reached customer at verified phone number and confirmed full name.   CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account/Customer Maintenance Unable to Complete/System Error-Routes please update account from FROZEN all Open ... client would like to keep account	  Verified from lean account was for closed 03/14/2017 with negative balance -$390.28 but customer made deposit on the same day and account status changed back to active open status.  customer expressed frustration that his account status was not changed back to normal until he went back to the bank		
39	10002796	Customer	106143	10/28/16	Unauthorized Activity / Lack of Consent		Call Center	New Orleans, LA	3246461	E0022	Consumer Banking	Credit Card	Cust stating the atm captured her debit card before completing her cash deposit.  	Cust stating the atm captured her debit card before completing her cash deposit.  		
40	10003464	Customer	103958	10/02/16	Unauthorized Activity / Lack of Consent		Call Center	San Jose, CA	3246347	W0026	Consumer Banking	Credit Card	customer stated he cxx statement request the next day no man ava contact ECOE to see if bank error.   	customer stated he cxx statement request the next day no man ava contact ECOE to see if bank error.   		
41	10002409	Customer	101334	07/14/17	Inappropriate Sales Tactics		Social Media	Dallas, TX	3246133	C0042	Consumer Banking	Credit Card	I called One Call and it was a monthly maintenance fee which was a bank error.  Complaint Type Other: Bank Error regarding monthly fee Bank Error regarding monthly fee 	I called One Call and it was a monthly maintenance fee which was a bank error.  Complaint Type Other: Bank Error regarding monthly fee Bank Error regarding monthly fee 		
42	10002973	Customer	100174	10/23/16	Inappropriate Sales Tactics		Call Center	San Bernardino, CA	3246300	W0039	Consumer Banking	Checking	General: Customer made atm deposit and it idid not post to his account  	General: Customer made atm deposit and it idid not post to his account  		
43	10005228	Customer	103566	01/19/16	Manipulation/misrepresentation of sales		Call Center	Huntsville, AL	3246143	E0002	Consumer Banking	Credit Card	General: concerend about atm error and deposit did not post  	General: concerend about atm error and deposit did not post  		
44	10003828	Customer	103052	03/04/16	Unauthorized Activity / Lack of Consent		Social Media	Springfield, IL	3246301	C0043	Consumer Banking	Credit Card	General: atm malfuction  	General: atm malfuction  		
45	10000218	Customer	106797	08/24/16	Misleading / False information		Call Center	San Luis Obispo, CA	3246454	E0011	Consumer Banking	Credit Card	atm malfunction  	atm malfunction  		
46	10006212	Customer	101936	05/19/16	Misleading / False information		Call Center	Farmington, MI	3246151	E0023	Consumer Banking	Checking	unemployment debit card captured by ATM  	unemployment debit card captured by ATM  		
47	10007247	Customer	102349	02/10/16	Inappropriate Sales Tactics		Social Media	Savannah, GA	3246252	C0044	Business Banking	Business Lending	cust cld went to atm to dep coll dep chk and chk taken but not credited to dda, adv cust not cashed and verified, CUST ADV HAS HAD OTHER PROBLEMS W/BAC HOWEVER IS STILL OVERALL SATISIFIED W/BAC, STATES THAT GENERALLY IS TAKEN CARE OF AND PROBLEMS ARE CORRECTED, HOWEVER SEVERAL TIMES DEBIT CARD HAS BEEN TAKE THROUGH ATMS AS WELL AS HAD HAS VARIOUS OTHER ISSUES WITH VISA  Complaint Type Other: ATM TOOK CHK BUT DIDNT CREDIT AMT TO CUST ACCT ATM TOOK CHK BUT DIDNT CREDIT AMT TO CUST ACCT 	cust cld went to atm to dep coll dep chk and chk taken but not credited to dda, adv cust not cashed and verified, CUST ADV HAS HAD OTHER PROBLEMS W/BAC HOWEVER IS STILL OVERALL SATISIFIED W/BAC, STATES THAT GENERALLY IS TAKEN CARE OF AND PROBLEMS ARE CORRECTED, HOWEVER SEVERAL TIMES DEBIT CARD HAS B		
48	10005871	Customer	102463	09/05/16	Unauthorized Activity / Lack of Consent		Call Center	Austin, TX	3246428	E0004	Consumer Banking	Credit Card	  advised customer not able to reverse charge off per notes on 03/13. customer understands. closing case. CET/PHX I. Ybanez: call was transfer from Shireema Green&#x0D;authentication: ssn dob and address and phone #s &#x0D;disclosures:mini miranda &#x0D;issue: spoke with ALAYCIA W WILLIAMS was upset about charge off on account wants to pay account but wants charge off to be reverse. Review account advise no bank error occurred unable to remove charge off status. Review address missing building # advise no return mail advise when we spoke to her in january did not state not recieving statements and stated reason for delinquency was oow and medical condition. customer stated that there is no accountability on our end and if she would have been notified of status of account she would have made effort to pay the account. I advise we cant prove that bank error occurred since no return mail customer stated that is not a valid address and we can check with post office. Requested to pull account to listen to change of address to see if any error occurred, will follow up with customer / case 1858365 unable to request call to be pulled no associate name found will have to reach out to customer to advise  cet/phx by I Ybanez f/up on 1858365 called home phone left message calling to advise unable to pull call for address change no associate listed address change was done systematically 10/24/15  therefore unable to confirm error and charge off is valid on account . 1st attempt   customer stated did not received appropriate collection notices to avoid charge off  advised customer that unable to pull call. no bank error identified. unable to reverse charge off. closing case. customer requesting charge off reversalCollection Efforts/Cease And Desist Repayment Program(s)/Collection Efforts Collection Efforts/Cease And DesistNo Collection Notice Receivedadvised customer not able to reverse charge off per notes on 03/13. customer understands. closing case.	  advised customer not able to reverse charge off per notes on 03/13. customer understands. closing case. CET/PHX I. Ybanez: call was transfer from Shireema Green&#x0D;authentication: ssn dob and address and phone #s &#x0D;disclosures:mini miranda &#x0D;issue: spoke with ALAYCIA W WILLIAMS was upset		
49	10002309	Customer	100908	10/07/16	Manipulation/misrepresentation of sales		Social Media	Peoria, IL	3246344	C0043	Consumer Banking	Credit Card	customer going through divorce, husband changed his address, associate did not dissolve combined statement resulting in him obtaining information on her personal sole accounts, she is LIVID!  Action Taken Other: closed joint act dissolved combined statement  Complaint Type Other: combined statement allowed in divorce circumstance privacy breached combined statement allowed in divorce circumstance privacy breached closed joint act dissolved combined statement	customer going through divorce, husband changed his address, associate did not dissolve combined statement resulting in him obtaining information on her personal sole accounts, she is LIVID!  Action Taken Other: closed joint act dissolved combined statement  Complaint Type Other: combined statement 		
50	10003200	Customer	106065	05/03/17	Unauthorized Activity / Lack of Consent		Branch	Toledo, OH	3246315	C0042	Consumer Banking	Checking	 * Complaint Type Not Listed:Deposit holds and a branch Mgr. was rude to him.  	 * Complaint Type Not Listed:Deposit holds and a branch Mgr. was rude to him.  		
51	10008801	Customer	105906	10/20/16	Misleading / False information		Call Center	Kansas City, MO	3246302	W0032	Business Banking	Merchant Services	Came to access his SDB and when tried to go over his acct and benefits, said he went into another location and also mentioned that doesn't want any of BOA's to sell him anything. Said BOA doesn't offer him any benefits, but also did not listen or let me talk. Rude customer.  	Came to access his SDB and when tried to go over his acct and benefits, said he went into another location and also mentioned that doesn't want any of BOA's to sell him anything. Said BOA doesn't offer him any benefits, but also did not listen or let me talk. Rude customer.  		
52	10009651	Customer	106842	07/10/16	Unauthorized Activity / Lack of Consent		Call Center	Birmingham, AL	3246457	W0033	Business Banking	Business Lending	customer upset not able to set up pin thorugh ata machine, even though customer service stated she would be able too. Customer upset that she threw pin away to card before activating card. Also upset there is not a number to call to set up pin  	customer upset not able to set up pin thorugh ata machine, even though customer service stated she would be able too. Customer upset that she threw pin away to card before activating card. Also upset there is not a number to call to set up pin  		
53	10005809	Customer	105281	01/18/16	Unauthorized Activity / Lack of Consent		Social Media	San Diego, CA	3246381	W0031	Consumer Banking	Checking	General: ATM DIDNT DEPOSIT FULL AMOUNT  	General: ATM DIDNT DEPOSIT FULL AMOUNT  		
54	10003688	Customer	100267	01/21/17	Manipulation/misrepresentation of sales		Social Media	Annapolis, MD	3246101	E0003	Consumer Banking	Credit Card	customer came to the doors almost a half hour after closing as all employees were about to leave. he tried depositing a check at the atm but something went wrong and his check was taken but he wasn't credited. said the atms had messed up and wanted us to get his check for him. our atms are under sole control and the custodian  had already left so they couldn't grab the check out of the atm for him. as we told him this he started berating an employee saying that he had terrible customer service. we told him to come back tomorrow when the custodian was here and he could grab the check. he kept berating the employees until he finally left  	customer came to the doors almost a half hour after closing as all employees were about to leave. he tried depositing a check at the atm but something went wrong and his check was taken but he wasn't credited. said the atms had messed up and wanted us to get his check for him. our atms are under sol		
55	10007767	Customer	102233	09/08/17	Unauthorized Activity / Lack of Consent		Call Center	Las Vegas, NV	3246454	E0011	Business Banking	Business Lending	   CUSTOMER UPSET THAT THE ATM TOOK HIS DEPOSIT BUT GAVE HIM CREDIT FOR THE WRONG AMT   DEP SHOULD BE  7596.80  CREDITED 6796.80   	   CUSTOMER UPSET THAT THE ATM TOOK HIS DEPOSIT BUT GAVE HIM CREDIT FOR THE WRONG AMT   DEP SHOULD BE  7596.80  CREDITED 6796.80   		
56	10001283	Customer	103582	12/20/16	Misleading / False information		Social Media	New Haven, CT	3246210	C0042	Consumer Banking	Checking	General: boa atm malfunction  	General: boa atm malfunction  		
57	10004218	Customer	105162	02/08/17	Inappropriate Sales Tactics		Call Center	Baton Rouge, LA	3246319	E0002	Consumer Banking	Checking	atm still not working --- iman7131  	atm still not working --- iman7131  		
58	10005878	Customer	106194	06/13/16	Inappropriate Sales Tactics		Call Center	Washington, DC	3246316	E0011	Consumer Banking	Checking	 * Complaint Type Not Listed:ITXN3436 - ATM check deposit error  	 * Complaint Type Not Listed:ITXN3436 - ATM check deposit error  		
59	10010666	Customer	104329	11/01/16	Misleading / False information		Call Center	Omaha, NE	3246318	E0011	Consumer Banking	Checking	atm malfunction  	atm malfunction  		
60	10005179	Customer	100384	06/24/17	Misleading / False information		Social Media	Fort Worth, TX	3246417	C0044	Consumer Banking	Credit Card	Cx wanted money back from nasty hotel.  	Cx wanted money back from nasty hotel.  		
61	10002976	Customer	101373	06/17/17	Unauthorized Activity / Lack of Consent		Social Media	Chattanooga, TN	3246447	C0041	Consumer Banking	Credit Card	atm down  	atm down  		
62	10007756	Customer	101041	09/27/17	Manipulation/misrepresentation of sales		Social Media	Tulsa, OK	3246297	E0009	Business Banking	Business Lending	  Per CC account ending in 6399 has been reviewed. Note: Min payment due for $115.00 by 3/15/2017- per statements, payment not received by 3/15/2017. Therefore, Late Fee of $37.00 was retained and Interest of $65.77 . Per Customer made payment via OLB in the amount of $1778.00 on 3/17/2017. Not On Time: No Bank Error has occurred. Statementt closing date was 3/18/17, but due date was for 3/15/2017. Using RDT I have reversed  credited the late retained in the amount of $37.00 as a COURTESY- NON BANK ERROR. CREDIT will reflect on next statement. Called the customer at the verified number provided, no response. Therefore, I sent a no contact letter, SLA is 7-10 business days, NFA.  Consumer Credit Card Fee Related Fee-Late charge refund-Routes customer is not happy with denial of march 2017 late fee refund. in January 2017 a courtesy refund was granted. client claims that was solely because of a glitch in the online banking payment/ transfer screens. please review acct for refund in further detail, as the customer claims responsibility for march late payment because January was a system issue	  Per CC account ending in 6399 has been reviewed. Note: Min payment due for $115.00 by 3/15/2017- per statements, payment not received by 3/15/2017. Therefore, Late Fee of $37.00 was retained and Interest of $65.77 . Per Customer made payment via OLB in the amount of $1778.00 on 3/17/2017. Not On T		
63	10009761	Customer	101252	04/14/17	Unauthorized Activity / Lack of Consent		Call Center	Harrisburg, PA	3246288	C0045	Business Banking	Merchant Services	  [Case Comments] - The payoff statement on this account was submitted to BK payoff escalations email box to be rushed.  [Case Comments] - The payoff statement was rushed and completed after this account after being escalated to BK payoff escalations.  [Case Notes] - Source of Dissatisfaction: ATP Reputation First for customer expressed dissatisfaction about the time it takes for the payoff to be generated the date of the fax was 2/17/17 and the fax was loaded 2/21/217. They requested for the payoff to be good through 3/3/17 and is working on a tight deadline. Follow up needed: Please send the expedited payoff request via fax: 734.432.0102 attn: Closing department.  Specialty Servicing-Bankruptcy HELOC Payoff Demand  Source of Dissatisfaction: ATP Reputation First for customer expressed dissatisfaction about the time it takes for the payoff to be generated the date of the fax was 2/17/17 and the fax was loaded 2/21/217. They requested for the payoff to be good through 3/3/17 and is working on a tight deadline. Follow up needed: Please send the expedited payoff request via fax: 734.432.0102 attn: Closing department. The payoff statement was rushed and completed after this account after being escalated to BK payoff escalations. The customer requested a rushed completion of the payoff statement for this account.	  [Case Comments] - The payoff statement on this account was submitted to BK payoff escalations email box to be rushed.  [Case Comments] - The payoff statement was rushed and completed after this account after being escalated to BK payoff escalations.  [Case Notes] - Source of Dissatisfaction: ATP R		
64	10001244	Customer	105313	09/24/17	Unauthorized Activity / Lack of Consent		Call Center	Virginia Beach, VA	3246463	W0033	Consumer Banking	Credit Card	did not like first cs rep he spoke to, was rude  	did not like first cs rep he spoke to, was rude  		
65	10004161	Customer	101832	04/14/17	Misleading / False information		Social Media	San Francisco, CA	3246363	W0027	Consumer Banking	Credit Card	General: ATM DID NOT POST TOTAL AMOUNT CASH DEPOSIT  	General: ATM DID NOT POST TOTAL AMOUNT CASH DEPOSIT  		
66	10009274	Customer	103138	10/09/17	Unauthorized Activity / Lack of Consent		Social Media	Cincinnati, OH	3246268	C0045	Business Banking	Business Lending	General: ch calling for atm error  	General: ch calling for atm error  		
67	10003408	Customer	104036	07/30/16	Unauthorized Activity / Lack of Consent		Call Center	Lake Worth, FL	3246357	C0043	Consumer Banking	Credit Card	General: upset with atm error  	General: upset with atm error  		
68	10006343	Customer	101275	08/02/16	Inappropriate Sales Tactics		Call Center	El Paso, TX	3246405	E0012	Business Banking	Business Lending	Customer could not use ATM which was not working.  	Customer could not use ATM which was not working.  		
69	10003095	Customer	102897	02/02/17	Unauthorized Activity / Lack of Consent		Call Center	Montpelier, VT	3246235	W0034	Consumer Banking	Credit Card	atm itxd0021 captured card and deposit   	atm itxd0021 captured card and deposit   		
70	10007923	Customer	100356	09/20/16	Unauthorized Activity / Lack of Consent		Call Center	Rochester, NY	3246213	C0043	Business Banking	Merchant Services	Client's sister came in to make a deposit and the deposit was never posted to the account. After calling research and adjustment, it seems that back office credited the money to a completely different account, although everything was processed correctly. R&amp;A immediately credited the customer's account. This caused the client to have 2 OD fees. Fees were refunded due to bank error.  Complaint Type Other: deposit was not posted correctly deposit was not posted correctly 	Client's sister came in to make a deposit and the deposit was never posted to the account. After calling research and adjustment, it seems that back office credited the money to a completely different account, although everything was processed correctly. R&amp;A immediately credited the customer's a		
71	10005648	Customer	106622	08/23/16	Manipulation/misrepresentation of sales		Call Center	San Jose, CA	3246399	C0042	Consumer Banking	Checking	  [Case Notes] - Source of Dissatisfaction: customer dissatisfied due to account is reporting as a charge off on credit and bankruptcy case filed 06/12/13 and discharged - 04/16/14 and terminated - 04/24/14Follow-Up Needed: please research and update credit reporting if showing in error. [Case Comments] - The credit reporting review was completed by CROG. They determined that the loan is reporting correctly.  [Case Comments] - I have submitted a credit reporting dispute to CROG for this account.   Specialty Servicing-Bankruptcy HELOC Credit Bureau Dispute Source of Dissatisfaction: customer dissatisfied due to account is reporting as a charge off on credit and bankruptcy case filed 06/12/13 and discharged - 04/16/14 and terminated - 04/24/14Follow-Up Needed: please research and update credit reporting if showing in error. The credit reporting review was completed by CROG. They determined that the loan is reporting correctly. In the historical scope of things for this account there was a charge off prior to bankruptcy so it would be fitting that it still be visible on the credit report. The customer stated the loan was reporting charge off information.	  [Case Notes] - Source of Dissatisfaction: customer dissatisfied due to account is reporting as a charge off on credit and bankruptcy case filed 06/12/13 and discharged - 04/16/14 and terminated - 04/24/14Follow-Up Needed: please research and update credit reporting if showing in error. [Case Comme		
72	10006742	Customer	103704	08/02/17	Misleading / False information		Branch	Fort Lauderdale, FL	3246309	W0037	Business Banking	Business Lending	General: atm malfunction  	General: atm malfunction  		
73	10000498	Customer	107308	10/11/17	Misleading / False information		Call Center	Miami, FL	3246246	W0027	Consumer Banking	Credit Card	General: Ch was hihgly upset that Boa ATM didnt deposit his 1200.00 dollar check/ atm didnt dispense check back to ch. ch was calling to dipute atm malfunction  	General: Ch was hihgly upset that Boa ATM didnt deposit his 1200.00 dollar check/ atm didnt dispense check back to ch. ch was calling to dipute atm malfunction  		
74	10000501	Customer	101922	08/17/17	Manipulation/misrepresentation of sales		Call Center	Denver, CO	3246119	E0017	Consumer Banking	Credit Card	General: customer upset that golds gym was allowed to take funds from the account and that he is speaking with different people from different states when he calls and is upset that he has to file a claim after he told me about addl transactions after the fact.GeneralDetail: customer upset says that them being billed was bank error, advised customer no that the merchant has legal right to charge account, customer ended up ending call  	General: customer upset that golds gym was allowed to take funds from the account and that he is speaking with different people from different states when he calls and is upset that he has to file a claim after he told me about addl transactions after the fact.GeneralDetail: customer upset says that		
75	10003683	Customer	104219	05/11/17	Misleading / False information		Social Media	Des Moines, IA	3246199	E0013	Consumer Banking	Credit Card	Client thought she had different accounts linked for overdraft protection Business online banking channel opened; client not familiar with this request- Resolution: Reviewed all overdraft protection funding & protected accounts; Confrenced small business dept to review status  	Client thought she had different accounts linked for overdraft protection Business online banking channel opened; client not familiar with this request- Resolution: Reviewed all overdraft protection funding & protected accounts; Confrenced small business dept to review status  		
76	10002733	Customer	100471	05/24/16	Unauthorized Activity / Lack of Consent		Call Center	Largo, FL	3246293	W0028	Consumer Banking	Checking	General: customer said she never received anything with her account number on it nor nor any themp checks says when she opened and account theyy were very unprofessional and customer inconienced by holdon her check  	General: customer said she never received anything with her account number on it nor nor any themp checks says when she opened and account theyy were very unprofessional and customer inconienced by holdon her check  		
77	10004619	Customer	101318	03/07/16	Inappropriate Sales Tactics		Social Media	Stamford, CT	3246163	C0045	Consumer Banking	Checking	the customer lost her debit crd in the atm, she attempted to go inside the fc and the associte told her he could not assist and to call the # on the atm . the customer stated he was very rude and not helpful at all.   now they customer has to wait until twmr to get a temp card since rush delivery is not an option for her.   2180 S TAMIAMI TRL, VENICE, FL 34293 this is the fc she attempted to get assistance at.   	the customer lost her debit crd in the atm, she attempted to go inside the fc and the associte told her he could not assist and to call the # on the atm . the customer stated he was very rude and not helpful at all.   now they customer has to wait until twmr to get a temp card since rush delivery is		
78	10007183	Customer	100230	09/17/17	Unauthorized Activity / Lack of Consent		Social Media	Midland, TX	3246322	E0024	Business Banking	Business Lending	General: was on phone for about 45mins &amp; atm mal  	General: was on phone for about 45mins &amp; atm mal  		
79	10004344	Customer	103212	06/13/17	Unauthorized Activity / Lack of Consent		Social Media	Mobile, AL	3246179	E0006	Consumer Banking	Checking	General: atm error  	General: atm error  		
80	10002514	Customer	104095	06/15/17	Inappropriate Sales Tactics		Social Media	Jacksonville, FL	3246175	C0041	Consumer Banking	Credit Card	Walk up ATM not working makes it incovienent  to come into the center  	Walk up ATM not working makes it incovienent  to come into the center  		
81	10002822	Customer	101837	09/25/16	Manipulation/misrepresentation of sales		Social Media	Akron, OH	3246294	E0004	Consumer Banking	Credit Card	I only signed up for more product feature and I found there are 3 product feature activated in my account.	I only signed up for more product feature and I found there are 3 product feature activated in my account.		
82	10010034	Customer	102047	04/11/17	Inappropriate Sales Tactics		Social Media	Kansas City, MO	3246383	E0005	Business Banking	Business Lending	General: cx upset about ATM malfunction  	General: cx upset about ATM malfunction  		
83	10010291	Customer	102531	06/18/17	Inappropriate Sales Tactics		Social Media	White Plains, NY	3246109	E0015	Consumer Banking	Checking	atm out of service. not able to make deposit and did not want to fill out deposit slip at csr window  Complaint Type Other: aem out of service aem out of service 	atm out of service. not able to make deposit and did not want to fill out deposit slip at csr window  Complaint Type Other: aem out of service aem out of service 		
84	10000451	Customer	102121	06/22/16	Unauthorized Activity / Lack of Consent		Call Center	Fresno, CA	3246251	W0036	Consumer Banking	Checking	Source of Dissatisfaction: Customer was upset that he was given the wrong payment amount. He stated he just complete refinance and the payment was something different. Resolution Provided: Did advise the payment amount he is showing is correct and the rep was adding in the fee. Did advise the fee does not have to be paid at this time and what the fee was for. Conference the call to BK to take mortgage payment.  	Source of Dissatisfaction: Customer was upset that he was given the wrong payment amount. He stated he just complete refinance and the payment was something different. Resolution Provided: Did advise the payment amount he is showing is correct and the rep was adding in the fee. Did advise the fee do		
85	10007388	Customer	102597	12/15/16	Manipulation/misrepresentation of sales		Call Center	Santa Barbara, CA	3246265	W0026	Business Banking	Business Lending	  [Case Comments] - Credit reporting dispute submitted to CROG for this account.&#x0D; [Case Comments] - I have confirmed with CROG that there is an outstanding coding issue that needs to be resolved so reporting can be resumed for this account.  [Case Notes] - Source of Dissatisfaction:  customer states credit reporting suppressed after 06/2017 and does not reflect current account status&#x0D;Follow-Up Needed:  please research and confirm account reporting accurately for non filer  [Case Comments] - Per notes added to SMART, a credit reporting correction has been submitted for both borrowers on this account. Since the primary borrower had a CII code of Q and the co-borrower did not file BK, the true and current reporting status for both borrowers was updated to show past due for 120-149+ days. No payments had been received since Nov 2016 where the customer satisfied the Sept 2016 payment.  [Case Comments] - The credit reporting dispute is still under review.  Specialty Servicing-Bankruptcy HELOC Credit Bureau Dispute Source of Dissatisfaction:  customer states credit reporting suppressed after 06/2017 and does not reflect current account statusFollow-Up Needed:  please research and confirm account reporting accurately for non filer  Per notes added to SMART, a credit reporting correction has been submitted for both borrowers on this account. Since the primary borrower had a CII code of Q and the co-borrower did not file BK, the true and current reporting status for both borrowers was updated to show past due for 120-149+ days. No payments had been received since Nov 2016 where the customer satisfied the Sept 2016 payment. The customer stated that no reporting has been taking place for the co-borrower.	  [Case Comments] - Credit reporting dispute submitted to CROG for this account.&#x0D; [Case Comments] - I have confirmed with CROG that there is an outstanding coding issue that needs to be resolved so reporting can be resumed for this account.  [Case Notes] - Source of Dissatisfaction:  customer s		
86	10002505	Customer	103049	07/17/17	Misleading / False information		Call Center	Chicago, IL	3246381	W0031	Consumer Banking	Credit Card	General: customer stated that upset about the claim process and stated that we were very rude because we stated that the customer should pay thier bills this was done by a supervisor. stated that we dont know what the circumstances is and customer stated that is so upset that we keep giving misinformation. stated is going to be closing the account but is not going to stay quiet about this situation.  	General: customer stated that upset about the claim process and stated that we were very rude because we stated that the customer should pay thier bills this was done by a supervisor. stated that we dont know what the circumstances is and customer stated that is so upset that we keep giving misinfor		
87	10000502	Customer	102033	12/01/16	Unauthorized Activity / Lack of Consent		Social Media	Louisville, KY	3246444	W0031	Consumer Banking	Credit Card	General: ch upset ovr bnk unble to atm claim for 200k, ch cannot vfy atm id, location of the banking cntr, whether or not deposits were done in cash or in checks. infrmd rep trying to do claim to cancel. when told that bnk cannot proceed w/ claim and advd to go bck to bnkng cntr to get address, ch became irate and profane and h/u  	General: ch upset ovr bnk unble to atm claim for 200k, ch cannot vfy atm id, location of the banking cntr, whether or not deposits were done in cash or in checks. infrmd rep trying to do claim to cancel. when told that bnk cannot proceed w/ claim and advd to go bck to bnkng cntr to get address, ch b		
88	10002561	Customer	104235	09/16/16	Misleading / False information		Call Center	Panama City, FL	3246415	W0037	Consumer Banking	Credit Card	General: atm deposit error  	General: atm deposit error  		
89	10008066	Customer	100093	04/07/16	Manipulation/misrepresentation of sales		Social Media	Seattle, WA	3246313	C0045	Business Banking	Merchant Services	General: cx filed claim on atm error  	General: cx filed claim on atm error  		
90	10004729	Customer	104741	11/30/16	Inappropriate Sales Tactics		Call Center	Albuquerque, NM	3246307	W0026	Consumer Banking	Checking	  received confirmation from landlord Westminster Towers Apts of $40 return check charge and $100 late fee.  Reversed amount as a third party due to bank error and waived fee on C/C because landlord will not accept his personal check.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Teller Electronic Transfer/Wire Transfer Error-Banking Center Owned Client came in on 03/03/17 to deposit but CSR did not F11 and debited $1000 from his account instead of acct CA 000103016521 for B. Moore.B. Moore has been debited on 03/06 and $1000 credited to Mr. Lee.Monitor Mr. Lee's account to reverse any additional fees.  Already $35 NSF has been reversed but client may have a 3rd party fee from his landlord for a return rent check.	  received confirmation from landlord Westminster Towers Apts of $40 return check charge and $100 late fee.  Reversed amount as a third party due to bank error and waived fee on C/C because landlord will not accept his personal check.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account P		
91	10010685	Customer	103921	03/30/16	Unauthorized Activity / Lack of Consent		Social Media	Mesa, AZ	3246199	E0013	Consumer Banking	Checking	ATM kept customers check on Saturday and it also credited her account for wrong amount  	ATM kept customers check on Saturday and it also credited her account for wrong amount  		
92	10006570	Customer	100849	07/17/17	Unauthorized Activity / Lack of Consent		Social Media	Bronx, NY	3246300	W0039	Business Banking	Merchant Services	  [Case Notes] - client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don't have them. [Case Comments] - [Comment] - Case Update - Reached out to ANgel Klen and advised -Overview: Commit Case Logged (3/27) “Notes] - client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don't have them..” . [Case Comments] - Reached out to ANgel Klen and advised -Overview: Commit Case Logged (3/27)  &#x0D;“Notes] - client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don't have them..”&#x0D; [Case Comments] - New commit case  [Case Comments] - Peggy Elsenbroek I still have not been able to reach this client, but will continue trying to reach him  [Case Comments] -  03/23 13:45 NBKD634  DE      C40                                              *&#x0D;             EMAILED MLO AND MLO MGR AND ADVISED OF COMMIT FOLLOW UP AND REQUEST&#x0D;             ED THE MLO BE THE FOLLOW UP SINCE THEY HAVE THE DOCUMENTS AND I WAS&#x0D;             NOT ABLE TO RESOLVE AT THE TIME OF THE CALL [Case Comments] - New commit  [Case Comments] - 03/23 11:01 ZKRTUN4  NA      C40 212 427 0268 BUSY TONE/NO ANSWER             *&#x0D;             UNASSIGNED CALL - VM LEFT WITH CUSTOMER - IF THE&#x0D;             CUSTOMER CALLS BACK AND THE FILE IS STILL UNASSIGNED, INBOUND WILL&#x0D;             FOLLOW THE SAME UNASSIGNED SCRIPTING - RUN WELCOME MACRO AND CHANGE&#x0D;             WELCOME TO UNASSIGNED  Home Equity Fulfillment Conditions and Doc Collection Missing Income documents client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don't have them. Peggy Elsenbroek I still have not been able to reach this client, but will continue trying to reach him client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don''t have them..	  [Case Notes] - client expressed dissatisfaction that she provided the mlo the documents including tax returns and we don't have them. [Case Comments] - [Comment] - Case Update - Reached out to ANgel Klen and advised -Overview: Commit Case Logged (3/27) “Notes] - client expressed dissatisfaction th		
93	10005216	Customer	105345	01/15/16	Unauthorized Activity / Lack of Consent		Call Center	Albuquerque, NM	3246358	E0021	Consumer Banking	Credit Card	Per client,on about 3/14/17 I spoke with a female representative, who was able to waive the fee per statement request. She told me to call back if I happen to be charged so the fees could be reversed.A few days later, I was charged. I called as instructed and spoke to Magdalena and her supervisor Denise who were both helpless.On 3/22/17, I spoke with Mercedes who were very helpful as she was able to reverse one of the #5.00 fees. She escalated the call over to Stephon who was further helpless. He lied to me just as Magdalena and Denise. As he started to get on my nerves, I asked him to speak to his supervisor to which he refused by telling me that he would not escalate the call. As I insisted, he ask me to wait as he looked for someone. When he came back on the line, he asked me for my number and said that a manager would be contacting me within 24 to 48 hours. I am still waiting and nobody has called so far. Bank of America has to stand behind its word!   	Per client,on about 3/14/17 I spoke with a female representative, who was able to waive the fee per statement request. She told me to call back if I happen to be charged so the fees could be reversed.A few days later, I was charged. I called as instructed and spoke to Magdalena and her supervisor De		
94	10004144	Customer	102005	11/21/16	Unauthorized Activity / Lack of Consent		Social Media	Gainesville, FL	3246267	W0036	Consumer Banking	Credit Card	EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  VERY RUDE.   Action Taken Other: EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  Complaint Type Other: EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  	EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  VERY RUDE.   Action Taken Other: EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  Complaint Type Other: EXPIRED ID SUGGESTED ATM FOR PAYMENT DIDNT WANT TO PAY IN ATM,  		
95	10001441	Customer	105357	05/31/17	Unauthorized Activity / Lack of Consent		Call Center	Miami, FL	3246154	E0018	Consumer Banking	Checking	 * Complaint Type Not Listed:ATa check acceptor down, cust cashing check, ref to next ATA  	 * Complaint Type Not Listed:ATa check acceptor down, cust cashing check, ref to next ATA  		
96	10005355	Customer	100895	08/21/17	Inappropriate Sales Tactics		Call Center	Salt Lake City, UT	3246394	W0029	Consumer Banking	Credit Card	cx came in and wanted to make a cash depoist. cash acceptor down. was already at a previous ATA.  * Complaint Type Not Listed:cash acceptor down  	cx came in and wanted to make a cash depoist. cash acceptor down. was already at a previous ATA.  * Complaint Type Not Listed:cash acceptor down  		
97	10007642	Customer	100480	07/31/17	Unauthorized Activity / Lack of Consent		Call Center	Saint Paul, MN	3246370	E0005	Business Banking	Business Lending	made atm deposit atm took 700 but my deposit was for 900.00 I am missing 200.00 claims exp   	made atm deposit atm took 700 but my deposit was for 900.00 I am missing 200.00 claims exp   		
98	10000029	Customer	101735	03/25/16	Inappropriate Sales Tactics		Call Center	Jacksonville, FL	3246421	E0020	Consumer Banking	Credit Card	ATM not working to take cash or check deposits since yesterday.   Complaint Type Other: ATM down not accepting deposits check or cash  ATM down not accepting deposits check or cash  	ATM not working to take cash or check deposits since yesterday.   Complaint Type Other: ATM down not accepting deposits check or cash  ATM down not accepting deposits check or cash  		
99	10007732	Customer	102183	03/06/16	Unauthorized Activity / Lack of Consent		Call Center	Washington, DC	3246176	E0018	Business Banking	Merchant Services	General: cx upset about atm error  	General: cx upset about atm error  		
100	10010681	Customer	102899	05/20/16	Inappropriate Sales Tactics		Social Media	Reno, NV	3246450	E0013	Consumer Banking	Checking	General: customer is upset because he file a claim for a ATM malfunction and it was file under the wrong account and now is account is overdraft  	General: customer is upset because he file a claim for a ATM malfunction and it was file under the wrong account and now is account is overdraft  		
101	10002376	Customer	105194	02/25/16	Misleading / False information		Social Media	Carlsbad, CA	3246176	E0018	Consumer Banking	Credit Card	  Check fully credited, FCM credited return item fee for check he deposited from line of credit from another bank Success - Email: milner43@yahoo.com - READ (Mar 10 2017  8:00AM)  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned Client deposited cash at ATM, ATM only recognized $300 OUT OF $1500. Client's account is negative	  Check fully credited, FCM credited return item fee for check he deposited from line of credit from another bank Success - Email: milner43@yahoo.com - READ (Mar 10 2017  8:00AM)  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Err		
102	10004940	Customer	106645	10/07/17	Unauthorized Activity / Lack of Consent		Social Media	Chicago, IL	3246442	C0042	Consumer Banking	Credit Card	Upset about the ATM being down - will be looking for a more convenient location.  Stated that it was down last month as well.  	Upset about the ATM being down - will be looking for a more convenient location.  Stated that it was down last month as well.  		
103	10009138	Customer	103255	06/12/17	Inappropriate Sales Tactics		Call Center	Billings, MT	3246264	E0003	Business Banking	Business Lending	atm malfunctioned and kept the customer's check - called claims and they were unable to give her the $75 credit right now. she needed it available today.  	atm malfunctioned and kept the customer's check - called claims and they were unable to give her the $75 credit right now. she needed it available today.  		
104	10000826	Customer	104723	05/03/16	Inappropriate Sales Tactics		Call Center	Des Moines, IA	3246128	E0009	Consumer Banking	Checking	client was calling because we charge her MMF on his account, but the account were link the right way and it didn't work any way, also said that we have not respond for a claim that she did a few months ago, we didn't give her the money for that.  	client was calling because we charge her MMF on his account, but the account were link the right way and it didn't work any way, also said that we have not respond for a claim that she did a few months ago, we didn't give her the money for that.  		
105	10006161	Customer	100046	08/20/17	Manipulation/misrepresentation of sales		Call Center	Lafayette, LA	3246322	E0024	Consumer Banking	Checking	federal way branch rc# 21204 always closes their drive thru.  They only have 1 teller and all the bankers are rude   	federal way branch rc# 21204 always closes their drive thru.  They only have 1 teller and all the bankers are rude   		
106	10002181	Customer	102030	04/24/16	Unauthorized Activity / Lack of Consent		Branch	Detroit, MI	3246188	E0013	Consumer Banking	Checking	customer called the service line with an issue when his checks came in 1 day late and he said the associate was not helpful and rude  	customer called the service line with an issue when his checks came in 1 day late and he said the associate was not helpful and rude  		
107	10007241	Customer	107260	03/13/16	Inappropriate Sales Tactics		Call Center	Atlanta, GA	3246146	W0037	Business Banking	Business Lending	 * Complaint Type Not Listed:cx claims that she is missing money from an atm deposit  * Action Taken Not Listed:connected to atm claims   	 * Complaint Type Not Listed:cx claims that she is missing money from an atm deposit  * Action Taken Not Listed:connected to atm claims   		
108	10004947	Customer	104784	01/17/16	Unauthorized Activity / Lack of Consent		Social Media	Boise, ID	3246442	C0042	Consumer Banking	Credit Card	General: Cust. stated that she was frustrated that ATM malfunctioned and did not dispense the correct amt. Helped file claim.  	General: Cust. stated that she was frustrated that ATM malfunctioned and did not dispense the correct amt. Helped file claim.  		
109	10007150	Customer	103005	02/08/16	Unauthorized Activity / Lack of Consent		Branch	Atlanta, GA	3246287	W0028	Business Banking	Business Lending	**ecoe**atm error 256.05+45.00+9.23 WHILE MAking deposit atm turned off and checks not ejected or processing. missing check for aobut 45.05. BANK OF AMERICA, 3/3/2017, TMDN7154, TO ECS FILE CLAIM. UPSET THAT PEOPLE AT FC DID NOT TAKE ACTION TO CALL ON HER BEHAVE INSTEAD OF ASKING HER TO CALL * Action Taken Not Listed:TMDN7154, TO ECS FILE CLAIM MISSING 45.05  	**ecoe**atm error 256.05+45.00+9.23 WHILE MAking deposit atm turned off and checks not ejected or processing. missing check for aobut 45.05. BANK OF AMERICA, 3/3/2017, TMDN7154, TO ECS FILE CLAIM. UPSET THAT PEOPLE AT FC DID NOT TAKE ACTION TO CALL ON HER BEHAVE INSTEAD OF ASKING HER TO CALL * Actio		
110	10003955	Customer	103532	06/22/16	Unauthorized Activity / Lack of Consent		Branch	Houston, TX	3246171	E0007	Consumer Banking	Checking	client at atm to do deposit, machine is malfunction and she can still hear it processing   	client at atm to do deposit, machine is malfunction and she can still hear it processing   		
111	10009105	Customer	103881	08/25/17	Misleading / False information		Call Center	Little Rock, AR	3246444	W0031	Business Banking	Business Lending	card was captured by atm   	card was captured by atm   		
112	10000076	Customer	101814	07/20/16	Unauthorized Activity / Lack of Consent		Social Media	Austin, TX	3246395	W0028	Consumer Banking	Credit Card	General: upset atm kept his dep  	General: upset atm kept his dep  		
113	10010749	Customer	104464	02/26/17	Unauthorized Activity / Lack of Consent		Call Center	Hicksville, NY	3246109	E0015	Consumer Banking	Checking	No envelopes at ATA  	No envelopes at ATA  		
114	10001955	Customer	100224	06/09/17	Unauthorized Activity / Lack of Consent		Call Center	Lake Charles, LA	3246235	W0034	Consumer Banking	Checking	Mr. Page came in very upset stating he was given wrong information for depositing into atm, causing check payable to be rejected. Customer stated he was never told that check payable to another non-customer could not be deposited through atm, causing fees on account. Called all departments necessary to get customer resolution. Leaders also got involved to help customer with all his concerns  Action Taken Other: Mr. Page came in very upset stating he was given wrong information for depositing into atm  Mr. Page came in very upset stating he was given wrong information for depositing into atm	Mr. Page came in very upset stating he was given wrong information for depositing into atm, causing check payable to be rejected. Customer stated he was never told that check payable to another non-customer could not be deposited through atm, causing fees on account. Called all departments necessary		
115	10007888	Customer	105187	04/29/17	Inappropriate Sales Tactics		Branch	Pasadena, CA	3246286	C0044	Business Banking	Merchant Services	ATM IS OUT OF SERVICE  	ATM IS OUT OF SERVICE  		
116	10009557	Customer	101272	10/20/17	Misleading / False information		Call Center	Brockton, MA	3246371	E0012	Business Banking	Merchant Services	why is your ATM always broke  	why is your ATM always broke  		
117	10007731	Customer	102183	10/28/17	Manipulation/misrepresentation of sales		Branch	San Diego, CA	3246133	C0042	Business Banking	Business Lending	  TT: VIVIAN LAIN FIESTA&#x0D;&#x0D;The customer stated that they received a 1099c each, its causing an issue when filing their taxes, they said tax adviser told them that its like they are claiming 80k extra income when really it should be 40k between them. &#x0D;They want to be sent a 1099c with both parties name on the same 1099c so they can file one not both &#x0D;&#x0D;advised i will submit a request to our 1099c team but i dont have a turnaround time and i dont know if its something they will be able to accomplish or send out. &#x0D;advised if they can, they would correspond in writing &#x0D;&#x0D;confirmed the mailing address on file to be correct&#x0D;&#x0D;the CH asked what would happen to the debt as of now, advised since charged off and a 1099c has been issued, technically we have written the debt off.... but if she wanted to PIF or settle it, she still could, then it would update on report that she either PIF or settled after charge off&#x0D;she said that would be like paying it twice since having to claim it on taxes. &#x0D;advised it would, however if didnt make any payment towards it, would then just have to wait until it falls off and can take up to 7-10 years depending on state lived in. &#x0D;&#x0D;CH understood, thanked, end of call.  The customer stated that they received a 1099c each, its causing an issue when filing their taxes she said that her tax advisor got back to her and said since they are filing jointly, they only have to submit one so they have it figured out she asked if a 1099c had been issued on account 3968 / advised i dont see one on that accountshe asked if one could be requested so they take all losses that they can this year, advised i cant request them to discharge it early, when its deemed uncollectable it will be issued a 1099cthanked, end of call. TT: VIVIAN LAIN FIESTAadvised of the outcome of the 1099c dispute RCVD CSI ABT 2014 UNCOLLECTIBLE 1099C ..CUSTOMER IS DISPUTING THE AMOUNT..We are required by the IRS to report all liable parties on the 1099c on account’s reporting amount $10,000.00 or greater. If there are any questions the customer may verify this information at www.irs.gov ......aw1099C 1099C 1099CDisputing account ownership/liabilityTT: VIVIAN LAIN FIESTAThe customer stated that they received a 1099c each, its causing an issue when filing their taxes, they said tax adviser told them that its like they are claiming 80k extra income when really it should be 40k between them. They want to be sent a 1099c with both parties name on the same 1099c so they can file one not both advised i will submit a request to our 1099c team but i dont have a turnaround time and i dont know if its something they will be able to accomplish or send out. advised if they can, they would correspond in writing confirmed the mailing address on file to be correctthe CH asked what would happen to the debt as of now, advised since charged off and a 1099c has been issued, technically we have written the debt off.... but if she wanted to PIF or settle it, she still could, then it would update on report that she either PIF or settled after charge offshe said that would be like paying it twice since having to claim it on taxes. advised it would, however if didnt make any payment towards it, would then just have to wait until it falls off and can take up to 7-10 years depending on state lived in. CH understood, thanked, end of call.	  TT: VIVIAN LAIN FIESTA&#x0D;&#x0D;The customer stated that they received a 1099c each, its causing an issue when filing their taxes, they said tax adviser told them that its like they are claiming 80k extra income when really it should be 40k between them. &#x0D;They want to be sent a 1099c with b		
118	10001468	Customer	106804	04/28/17	Unauthorized Activity / Lack of Consent		Call Center	High Point, NC	3246311	E0007	Consumer Banking	Checking	Rcpt did not print from check cashing at ATA/ATM.   	Rcpt did not print from check cashing at ATA/ATM.   		
119	10001712	Customer	100186	12/01/16	Inappropriate Sales Tactics		Social Media	Billings, MT	3246137	E0002	Consumer Banking	Credit Card	atm wouldn't take deposit  	atm wouldn't take deposit  		
120	10001574	Customer	104826	09/09/16	Misleading / False information		Social Media	Fort Lauderdale, FL	3246101	E0003	Consumer Banking	Credit Card	  [Case Comments] - In response to refund request made by the borrower for directly paying insurance, BANA currently has lender placed insurance assessed on the account. The insurance policy will continue until BANA has received proof of policy. BANA will then provide a refund for overlapping coverage assessed. Per system of record, 1000 moonlight way is in process to be changed to 165 moonlight way per 911 address change received. Contacting insurance servicing partner as to current status in light of updates being to the system of record. Servicing of the issue is within department timeframe for completion of 30 days from time of submittal. Issue is due for completion 3/16/17 per department guidelines. [Case Comments] - Received issue with shortened SLA by the submitter. Have manually updated the due date per process area guidelines to 30 days from date to which the issue was submitted. The original SLA does not apply due to alteration per previous submitter. The account is in bankruptcy with no previous written approval on file to contact the borrower directly. Will provide BANA response to BANA counsel to be forward to the borrower. The issue is a result of insurance handling by servicing partners. Engage insurance servicing partners for assistance to resolve issue. [Case Notes] - cl property address on insurance dec page shows 165 moonlight way, we have property add as 1000 moonlight way, cl states had to pay insurance directly while issue of which address is correct is figured out, cl now wants to be refunded $1800.00 that was paid to his insurance. cl states 911 shows address as 165 moonlight way yet usps delivers mail to 1000 moonlight way and 165 moonlight way.  cl wants escalation and wants his refund as soon as possible. [Case Comments] - Received response by insurance servicing partner that it has been confirmed that the address has been updated to 165 moonlight way. We were also notified by the insurance servicer that the borrower will need to provide BANA proof of paid policy for BANA to send possible refund and cancel the lender placed insurance placed by BANA. Due to active bankruptcy, direct communication is restricted with the borrower without prior written authorization. Sent email to BANA counsel to forward communication to the borrower of the address update and the fax number 800-293-8158 for the borrower to provide proof of payment of the paid policy.  [Case Comments] - Received confirmation by BANA counsel has provided the BANA resolution to the borrower’s attorney. BANA resolution as follows notifies that 1000 Moonlight Way has been updated 165 Moonlight Way in our system of record and for the borrower to provide proof of paid insurance policy to 800-293-8158 to assist in insurance refund and cancellation of lender placed insurance. BANA counsel has also confirmed that the borrower’s counsel has advised the borrower. No further action has been determined at this time as BANA resolution has been provided to the borrower.    CSCC Home Loans Main  Account Updates Mailing Address Change cl property address on insurance dec page shows 165 moonlight way, we have property add as 1000 moonlight way, cl states had to pay insurance directly while issue of which address is correct is figured out, cl now wants to be refunded $1800.00 that was paid to his insurance. cl states 911 shows address as 165 moonlight way yet usps delivers mail to 1000 moonlight way and 165 moonlight way.  cl wants escalation and wants his refund as soon as possible. Received confirmation by BANA counsel has provided the BANA resolution to the borrower’s attorney. BANA resolution as follows notifies that 1000 Moonlight Way has been updated 165 Moonlight Way in our system of record and for the borrower to provide proof of paid insurance policy to 800-293-8158 to assist in insurance refund and cancellation of lender placed insurance. BANA counsel has also confirmed that the borrower’s counsel has advised the borrower. No further action has been determined at this time as BANA resolution has been provided to the borrower.  Borrower dispute consist that the borrower that our records reflect 1000 Moonlight Way is incorrect and should be 165 Moonlight Way. Borrower had also paid the preferred insurance policy directly due to the incorrect address had been provide	  [Case Comments] - In response to refund request made by the borrower for directly paying insurance, BANA currently has lender placed insurance assessed on the account. The insurance policy will continue until BANA has received proof of policy. BANA will then provide a refund for overlapping covera		
121	10001378	Customer	100313	05/15/16	Unauthorized Activity / Lack of Consent		Call Center	Roanoke, VA	3246287	W0028	Consumer Banking	Credit Card	  &#x20; Cst/very upset funds  are being held. Sttd/had opened this act/online under her merry name (Stabler) however the system kept her maiden name (Somits) when she used to have acts/w BOFA. Sttd/this is her payroll ck/the bk / has no right to hold her funds. In great need of funds. Rev/and conf. ATM/under merry name.  Case Closed  Case Closed Demand Deposit Account Demand Deposit Account Demand Deposit AccountExtended Deposit Hold	  &#x20; Cst/very upset funds  are being held. Sttd/had opened this act/online under her merry name (Stabler) however the system kept her maiden name (Somits) when she used to have acts/w BOFA. Sttd/this is her payroll ck/the bk / has no right to hold her funds. In great need of funds. Rev/and conf.		
122	10004474	Customer	104422	04/29/17	Inappropriate Sales Tactics		Call Center	Garden Grove, CA	3246163	C0045	Consumer Banking	Checking	Customer said that the tellers are always very rude Nellie when she comes to the Lincolnton Bank  	Customer said that the tellers are always very rude Nellie when she comes to the Lincolnton Bank  		
123	10000945	Customer	102656	10/27/17	Unauthorized Activity / Lack of Consent		Call Center	Orlando, FL	3246264	E0003	Consumer Banking	Checking	Source of Dissatisfaction: Customer stated she provided everything for the short sale and have an offer.   Resolution Provided: Advised not showing an active short sale. Advised will need agent to initiate short sale.   	Source of Dissatisfaction: Customer stated she provided everything for the short sale and have an offer.   Resolution Provided: Advised not showing an active short sale. Advised will need agent to initiate short sale.   		
124	10010517	Customer	104132	02/26/16	Misleading / False information		Social Media	Worcester, MA	3246231	E0015	Consumer Banking	Checking	customer was misinformed of the non customer cash check limit at atm, was told at atm w/ teller assist that the limit was 2000, when informed customer that it was 1700. she was mad at the different information given, mgr had to assist.   * Complaint Type Not Listed:non cutsomer limit to cash check  	customer was misinformed of the non customer cash check limit at atm, was told at atm w/ teller assist that the limit was 2000, when informed customer that it was 1700. she was mad at the different information given, mgr had to assist.   * Complaint Type Not Listed:non cutsomer limit to cash check  		
125	10003509	Customer	104053	10/19/17	Unauthorized Activity / Lack of Consent		Branch	North Las Vegas, NV	3246360	C0043	Consumer Banking	Checking	General: customer was upset that one of her atm deposit for a check didnt post to her account.  	General: customer was upset that one of her atm deposit for a check didnt post to her account.  		
126	10010563	Customer	104098	03/03/16	Unauthorized Activity / Lack of Consent		Social Media	Toledo, OH	3246180	E0011	Consumer Banking	Checking	General: customer experienced atm error  	General: customer experienced atm error  		
127	10007995	Customer	103111	09/03/16	Unauthorized Activity / Lack of Consent		Call Center	Metairie, LA	3246320	C0042	Business Banking	Business Lending	dc did not work at atm &#40;boa&#41; not showing on dc. advised might have had an issue and to try another one. card is working for pos.  	dc did not work at atm &#40;boa&#41; not showing on dc. advised might have had an issue and to try another one. card is working for pos.  		
128	10008053	Customer	101222	10/25/16	Misleading / False information		Call Center	Lake Worth, FL	3246426	E0017	Business Banking	Merchant Services	ATM not giving money to CX Not working properly TFLD4996  	ATM not giving money to CX Not working properly TFLD4996  		
129	10009706	Customer	100590	03/31/17	Misleading / False information		Branch	Houston, TX	3246322	E0024	Business Banking	Business Lending	ID 325322  03/13/17  WA DCS  CUST SERV  BETHANY SILLS  CH UPSET STATES PRIOR AGENT WAS RUDE/CALL PULLED/AGENT COACHED   	ID 325322  03/13/17  WA DCS  CUST SERV  BETHANY SILLS  CH UPSET STATES PRIOR AGENT WAS RUDE/CALL PULLED/AGENT COACHED   		
130	10009872	Customer	105963	02/06/16	Inappropriate Sales Tactics		Branch	Decatur, GA	3246237	E0002	Business Banking	Business Lending	General: ATM Malfunction  	General: ATM Malfunction  		
131	10002563	Customer	104907	10/03/16	Unauthorized Activity / Lack of Consent		Social Media	Champaign, IL	3246189	E0008	Consumer Banking	Credit Card	General: cx upset ATM malfunctioned during ATM deposit.  	General: cx upset ATM malfunctioned during ATM deposit.  		
132	10002943	Customer	102121	08/27/16	Inappropriate Sales Tactics		Social Media	Columbus, MS	3246428	E0004	Consumer Banking	Credit Card	Customer made a deposit at ATM INYN4027 and the ATM shut down before the receipt could be printed.  	Customer made a deposit at ATM INYN4027 and the ATM shut down before the receipt could be printed.  		
133	10007976	Customer	102379	01/31/17	Unauthorized Activity / Lack of Consent		Call Center	Jamaica, NY	3246303	C0041	Business Banking	Business Lending	Atm iman 7056 didn't give out the $30 that she withdrew. Had to come into the bank.  	Atm iman 7056 didn't give out the $30 that she withdrew. Had to come into the bank.  		
134	10000330	Customer	105587	06/05/16	Manipulation/misrepresentation of sales		Social Media	Oklahoma City, OK	3246416	E0001	Consumer Banking	Credit Card	Source of Dissatisfaction: concern about his payment for the month of April.   Resolution Provided: Apologized explain he needs to speak with the bankruptcy department for details on his payments.     	Source of Dissatisfaction: concern about his payment for the month of April.   Resolution Provided: Apologized explain he needs to speak with the bankruptcy department for details on his payments.     		
135	10005042	Customer	103862	03/24/17	Unauthorized Activity / Lack of Consent		Call Center	Tulsa, OK	3246130	E0003	Consumer Banking	Checking	PAPP VERY ANNOYED TO LEARN THAT HELOC APPL IS BEING DECLINED BECAUSE COLL PROPERTY IS HELD IN A TRUST IN THE STATE OF MASS. THIS INFO WAS DISCLOSED BY PAPP @ TIME OF APPLICATION SUBMISSION. SHE FEELS THE PROCESS WAS A COMPLETE WASTE OF HER TIME &amp; IS CONSIDERING MOVING HER ACCTS FROM BK OF AMERICA.  	PAPP VERY ANNOYED TO LEARN THAT HELOC APPL IS BEING DECLINED BECAUSE COLL PROPERTY IS HELD IN A TRUST IN THE STATE OF MASS. THIS INFO WAS DISCLOSED BY PAPP @ TIME OF APPLICATION SUBMISSION. SHE FEELS THE PROCESS WAS A COMPLETE WASTE OF HER TIME &amp; IS CONSIDERING MOVING HER ACCTS FROM BK OF AMERIC		
136	10001503	Customer	101178	09/11/17	Inappropriate Sales Tactics		Call Center	Lafayette, LA	3246163	C0045	Consumer Banking	Credit Card	SHe is extremely upset that her account ending 2683 is no longer linked for statements. If the accoutns cannot be linked as they were before, she will request to speak to the chain of command within Bank of America.  	SHe is extremely upset that her account ending 2683 is no longer linked for statements. If the accoutns cannot be linked as they were before, she will request to speak to the chain of command within Bank of America.  		
137	10010868	Customer	104715	08/18/16	Manipulation/misrepresentation of sales		Call Center	Saint Paul, MN	3246454	E0011	Consumer Banking	Checking	General: cx is upset that she deposited a check in the atm but the machine malfunctioned and her deposit did not post.  	General: cx is upset that she deposited a check in the atm but the machine malfunctioned and her deposit did not post.  		
138	10004916	Customer	101224	07/03/17	Unauthorized Activity / Lack of Consent		Call Center	Cincinnati, OH	3246155	E0005	Consumer Banking	Credit Card	General: atm error  	General: atm error  		
139	10001054	Customer	104776	08/28/16	Misleading / False information		Call Center	Billings, MT	3246360	C0043	Consumer Banking	Checking	General: atm error  	General: atm error  		
140	10007264	Customer	102987	01/04/17	Inappropriate Sales Tactics		Social Media	Jacksonville, FL	3246101	E0003	Business Banking	Business Lending	General: ATM malfunction.  	General: ATM malfunction.  		
141	10004174	Customer	105608	07/28/16	Manipulation/misrepresentation of sales		Call Center	Milwaukee, WI	3246423	W0035	Consumer Banking	Checking	walk up atm is not working properly. 2nd day it is not functioning  	walk up atm is not working properly. 2nd day it is not functioning  		
142	10009695	Customer	106558	05/14/16	Inappropriate Sales Tactics		Call Center	Tacoma, WA	3246240	W0028	Business Banking	Merchant Services	  Verified dep via LEAN, credited $9 via fdes under ryh Called phone number provided on the case and left message with status line and case #, if customer calls back please adv of previous notes, case closed encoding error  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Posting Errors - Check or Deposit Encoding Error made by Teller-Routes client made a deposit on 02/22 and on the check that was deposit processed for the wrong amount. the client was debited $9 for a bank posting error. when you look at the item that was deposited it was for $1354.51 and not for $1345.51. please make the adjustment and give the client back the $9 adjustment.	  Verified dep via LEAN, credited $9 via fdes under ryh Called phone number provided on the case and left message with status line and case #, if customer calls back please adv of previous notes, case closed encoding error  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Er		
143	10004668	Customer	105918	09/05/17	Misleading / False information		Social Media	Portland, OR	3246417	C0044	Consumer Banking	Checking	General: Associate was rude/condescending toward the customer through language and action. Customer said; God you are something else you know; you should be a little more understanding.  	General: Associate was rude/condescending toward the customer through language and action. Customer said; God you are something else you know; you should be a little more understanding.  		
144	10004560	Customer	102104	12/14/16	Inappropriate Sales Tactics		Branch	San Antonio, TX	3246155	E0005	Consumer Banking	Credit Card	customer was treated unfairly and he said the agent was very rude, he waited in line for almost half and hour and the teller took the person behind him and left him standing there, customer very angry and upset at the way he was treated 2091 E Irvington Rd STE 109    Tucson, AZ 85714   	customer was treated unfairly and he said the agent was very rude, he waited in line for almost half and hour and the teller took the person behind him and left him standing there, customer very angry and upset at the way he was treated 2091 E Irvington Rd STE 109    Tucson, AZ 85714   		
145	10005445	Customer	102903	01/18/16	Unauthorized Activity / Lack of Consent		Call Center	Los Angeles, CA	3246325	W0026	Consumer Banking	Checking	ATM ICAD0562 - $637.00 DEPOSIT WAS ONLY CREDITED FOR $300.00 INFORMED SHE CAN FILE A DISPUTE, I CONNECTED CUSTOMER TO ECS. PROVIDED PHONE NUMBER TO ECS  03/03/2017 06:20:00 PM ENA - Fatal Error  Unable to accept cash deposits  * Action Taken Not Listed:CONNECT CUSTOMER TO ECS  	ATM ICAD0562 - $637.00 DEPOSIT WAS ONLY CREDITED FOR $300.00 INFORMED SHE CAN FILE A DISPUTE, I CONNECTED CUSTOMER TO ECS. PROVIDED PHONE NUMBER TO ECS  03/03/2017 06:20:00 PM ENA - Fatal Error  Unable to accept cash deposits  * Action Taken Not Listed:CONNECT CUSTOMER TO ECS  		
146	10008862	Customer	101259	07/23/17	Manipulation/misrepresentation of sales		Social Media	Waterbury, CT	3246444	W0031	Business Banking	Business Lending	General: atm malfunction  	General: atm malfunction  		
147	10000964	Customer	101927	05/28/16	Inappropriate Sales Tactics		Call Center	Cleveland, OH	3246207	E0007	Consumer Banking	Credit Card	GeneralDetail: cuast upset that we have to verify check stuck in ATM before can place credit on acctGeneral: 2nd call re avail of funds... atm malfunc  	GeneralDetail: cuast upset that we have to verify check stuck in ATM before can place credit on acctGeneral: 2nd call re avail of funds... atm malfunc  		
148	10003314	Customer	104999	05/04/16	Inappropriate Sales Tactics		Social Media	San Jose, CA	3246453	C0041	Consumer Banking	Credit Card	atm was not working and accepting cash   	atm was not working and accepting cash   		
149	10010537	Customer	100126	07/15/16	Unauthorized Activity / Lack of Consent		Social Media	Washington, DC	3246371	E0012	Consumer Banking	Checking	Client stated that they have their debit card taken by an atm machine. Client was reissued out a new card. Client was apologized too.   	Client stated that they have their debit card taken by an atm machine. Client was reissued out a new card. Client was apologized too.   		
150	10009290	Customer	103127	10/27/16	Unauthorized Activity / Lack of Consent		Social Media	Kansas City, KS	3246252	C0044	Business Banking	Merchant Services	Account # 003784062028 No answer. Left a message with contact information 877.430.1431, ext 437862 and hours in office M-F 7:30 am- 4:00 pm PST. Customer states that Bank of America has a wire transfer glitch when the phone is the same on both accounts. Customer states that on Tuesday March 14, 2017, she went to transfer money from her personal account to her business account at his local Bank of America financial center on Thompson Lane in Nashville, TN.  Customer states that she stopped to ask the front attendants what was the maximum amount she could transfer, without a hold on his personal check. Customer states that associate Yessenia Cardenas invited her into her office to show her how to link his business account to her personal account on online banking and how to transfer using her mobile phone. Customer states that they contacted online banking who assisted the customer step by step on how to make a transfer from her mobile phone. Customer states that the associate at the financial center watched her complete each step. Customer states that she could not remember her new business account email, so the associate made her transfer through her mobile number. Customer states she uses the same phone number for her business and personal accounts. In the, add recipient form boxes, she wrote her business name and phone number. Customer states she was guided through the process of sending money to her business account. Customer states she tried to transfer$12,000 and she received a message that the maximum allowed was $2,500. So she transferred $2,500 and executed the transfer. Customer states she received a confirmation text and the funds were removed from her personal account, but the money did not arrive in her business account. Customer states that the associate called to find out what happened to the money and was on hold too long, so she made a physical transfer and she called the customer service department from home. Customer stated she was finally able to get an associate on the line who verified that the money was transferred to some she&amp;#8217;s transferred money to in the past. Customer states that she has never made a transfer to anyone from her bank account. Customer states that the associate stated he would create a claim for her, when she went into the financial center on Wednesday March 15, 2017, she went to previous associate she was working with before Yessinia Cardenas, they contact the claims department to check on the status of her claim, customer states that the associate was informed that no claim had been created, customer states that Ms. Cardenas explained her involvement in the transfer and a claim was initiated. Customer states that she followed the instructions that were provided to her and because of it has lost money. Customer is requesting her money back. In Progress In Progress Customer states that Bank of America has a wire transfer glitch when the phone is the same on both accounts. Customer states that on Tuesday March 14, 2017, she went to transfer money from her personal account to her business account at his local Bank of America financial center on Thompson Lane in Nashville, TN.  Customer states that she stopped to ask the front attendants what was the maximum amount she could transfer, without a hold on his personal check. Customer states that associate Yessenia Cardenas invited her into her office to show her how to link his business account to her personal account on online banking and how to transfer using her mobile phone. Customer states that they contacted online banking who assisted the customer step by step on how to make a transfer from her mobile phone. Customer states that the associate at the financial center watched her complete each step. Customer states that she could not remember her new business account email, so the associate made her transfer through her mobile number. Customer states she uses the same phone number for her business and personal accounts. In the, add recipient form boxes, she wrote her business name and phone number. Customer states she was guided through the process of sending money to her business account. Customer states she tried to transfer$12,000 and she received a message that the maximum allowed was $2,500. So she transferred $2,500 and executed the transfer. Customer states she received a confirmation text and the funds were removed from her personal account, but the money did not arrive in her business account. Customer states that the associate called to find out what happened to the money and was on hold too long, so she made a physical transfer and she called the customer service department from home. Customer stated she was finally able to get an associate on the line who verified that the money was transferred to some she&amp;#8217;s transferred money to in the past. Customer states that she has never made a transfer to anyone from her bank account. Customer states that the associate stated he would create a claim for her, when she went into the financial center on Wednesday March 15, 2017, she went to previous associate she was working with before Yessinia Cardenas, they contact the claims department to check on the status of her claim, customer states that the associate was informed that no claim had been created, customer states that Ms. Cardenas explained her involvement in the transfer and a claim was initiated. Customer states that she followed the instructions that were provided to her and because of it has lost money. Customer is requesting her money back. Self-Research:Customer since 5/4/1999, Business checking account 4561 balance $11,522.60 opened 02/6/2017, Interest checking account 2028 balance $669.95 opened 02/14/2003. Research Request submitted to EET Move Money team:Customer has filed a complaint with the CFPB. She states that she went into the financial center to make a transfer, she stated that one of the associates informed her of the option of making a transfer using her mobile app and phone number. Customer states that she was instructed on how to complete the transfer using her phone number. Customer states the transfer was completed from her personal account but never received in her business account. Customer would like to know what happened to her money, why hasn&amp;#39;t she received it in her business account after being instructed on how to complete the transfer by one of our associates? Self-Research : Financial Center mention in complaint can be found below, as associate who recommended and assisted in the transfer,  is listed below.FC THOMPSON LANE BC 645 THOMPSON LN NASHVILLE, TN, 37204-3620 United States of America Associate: Yessenia M. Cardenas Email sent to associate Yessenia Cardenas, FC Manger Jesse Guzman (who&amp;#39;s out of the office till 03/18/17) and FCOM Carla Rios.Hi Yessenia, This e&amp;#8208;mail is to inform you that a complaint from Ms. Tonya Sue Miller has been received by Regulatory Complaints and assigned to Angelica C. Alatorre. Ms. Miller has alleged, she visited the financial center located on Thomson Lane,  Located in Nashville, she alleges that you had assisted her in completing a transfer from her personal checking account to her business checking, using her mobile phone number. However, the transfer to her business account was never received. Customer believes it is not her fault her money is missing when she was instructed on how to complete a transfer using her mobile number and is requesting we return her money back into her account. Customer believes this is a bank error.As you are aware, the customer&amp;#8217;s perception of events may not reflect what actually occurred; however, customer service is critical to our company&amp;#8217;s success. In any event, this situation has concerned Ms. Miller  to the extent of this matter being sent to the Office of the CEO and President. At this time, we require your assistance in responding to this issue. I am sending this email to you to help clarify what occurred during the interactions in order for me to respond appropriately to the customer&amp;#39;s allegations. Please provide a detailed synopsis of what occurred. We look forward to your feedback, which should include any associate interactions with the customer. For case documentation purposes, please reply via email only with this information. If you have further questions regarding this matter, please contact me at the number below. Based on the fact that this complaint has been escalated to our office, this matter is time sensitive and needs a timely response for me to provide a resolution to our customer.Thank you, Customer alleges that it is unfair that her money is missing, when an associate assisted and recommended the transfer. Submitted for CP1 review Email response from FC Relationship Manager Yessenia Miller: Good morning, on 03/14/2017 I was in the lobby and we were really busy she was waiting on the long line I asked her what type of transaction she was doing and said transfer from my personal account to a business, I said do you know you can do that on your phone, came to my office and I showed her how to do it either with phone number or email, I asked if she has time I can call OLB department or she can do it too and request to  link personal and business for future transfers, she said didn&amp;#8217;t have time for that but she will call later, when she receive the text message for the transfer with confirmation number then log on the business account to see if the money was there she realize it didn&amp;#8217;t go through, is when we realize the phone number for the sender and the receiver was the same, we changed to email but didn&amp;#8217;t work.  I call OLB, customer services and nobody could locate the funds, she left and came back next day and told me to call for her because MONEY MOVER people were really rude with her and make her feel like she was lying but the OLB dept was able to . I stayed on the phone for more than 2 hours transfer from one dept to another and nobody can help ,  until was able to spoke with Robyn Cristie and she was very nice and escalate the issue. Customer came back yesterday and somebody else on the Business dept said that the only option was to contact her (ROBYN). Pending LOB research response from Deposit Move Money team. No answer. Left a message with contact information 877.430.1431, ext 437862 and hours in office M-F 7:30 am to 4:00 pm PST. LOB Response from Deposit and Claims associate Lea&amp;#39;Mon, Dawn: Claim 170314500300 was filed on 3/21/17 for a $2500.00 mobile transfer.  The claim is currently pending for review.  I have submitted a request to our claims unit to expedite the research.  The customer will be notified by mail of the outcome. Sent LOB  associate Lea&amp;#39;Mon, Dawn the following question: What is the usual turn around time for an expedited review? LOB associate Dawn Lea&amp;#39;Mon responded with the following, Per Regulation E, the bank has 45 days to resolve the claim.  If the claim is not resolved within 10 business days, temporary credit will be issued. I submitted a request to the claims unit to expedite research of the claim.  It has been assigned to a claims analyst who will provide me with an update once resolution has been reached.  I will follow-up once I receive a response. Self-Research: Self-research: After reviewing transaction history, customer was provided a correction for Bill Pay Transaction FDES on March 27, 2017 for $2, 500.  Notes on Lean on 3/28/17 from claims associate.Transaction date: 03/14/17; Transaction Amount: $2,500 Claime #: 17031450030: Resolution Details: Credit Posted on 3/27/17, Case Resolved. Resolution Letter was mailed. Bank records reflect that Mobile/Phone number transfer of $2,500 was debited from your account ending in 2820 on March 14, 2017. On March 21, 2017, we initiated claim number 17031450030 to dispute the transfer, based on your concern that the intended recipient did not receive the funds. Ms. Miller, as indicated in the enclosed letter dated March 28, 2017, we&amp;#8217;ve completed our research of your inquiry regarding the transfer of the funds from your above referenced account and determined that an error did occur. We apologize for any inconvenience this may have caused. A credit for $2,500 was issued to your account on March 27, 2017, any funds assessed as a result of this transfer, if applicable, have been reversed and you&amp;#8217;ll see a credit on your statement. We now consider this matter resolved. Additional information requested from LOB associate Dawn Lea&amp;#39;Mon: Is there any updates on the status of this claim? LOB Responded with the following: Hi Angelica,I received an response from our claims unit yesterday regarding the above mentioned case.  The customer&amp;#8217;s claim (170314500300) for $2050.00, was paid.  Please see the attached resolution letter (Letter has been attached to case) submitted for CP2 review ILQA review is complete Bank records reflect that Mobile/Phone number transfer of $2,500 was debited from your account ending in 2820 on March 14, 2017. On March 21, 2017, we initiated claim number 17031450030 to dispute the transfer, based on your concern that the intended recipient did not receive the funds. Our research found that the funds were sent to the previous phone number owners account, once the funds were located we made a deposit into your account. Ms. Miller, as indicated in the enclosed letter dated March 28, 2017, we&amp;#8217;ve completed our research of your inquiry regarding the transfer of the funds from your above referenced account . We apologize for any inconvenience this may have caused. A credit for $2,500 was issued to your account on March 27, 2017, any funds assessed as a result of this transfer, if applicable, have been reversed and you&amp;#8217;ll see a credit on your statement. We now consider this matter resolved. No answer left a message to return my call with contact information and hours in office. Ms. Miller, as indicated in the enclosed letter dated March 28, 2017, we&amp;#8217;ve completed our research of your inquiry regarding the transfer of the funds from your above referenced account . We apologize for any inconvenience this may have caused. A credit for $2,500 was issued to your account on March 27, 2017, any fees assessed as a result of this transfer, if applicable, have been reversed and you&amp;#8217;ll see a credit on your statement. We now consider this matter resolved. Submitting for CP3 review. CFPB case 170316-000035 Close with explanation on March 31, 2017 at 10:40 pm PST. ILQA review is complete  	Account # 003784062028 No answer. Left a message with contact information 877.430.1431, ext 437862 and hours in office M-F 7:30 am- 4:00 pm PST. Customer states that Bank of America has a wire transfer glitch when the phone is the same on both accounts. Customer states that on Tuesday March 14, 2017		
151	10005930	Customer	101210	05/15/17	Misleading / False information		Social Media	Austin, TX	3246294	E0004	Consumer Banking	Credit Card	    Source of Dissatisfaction:&lt;customer express dissatisfaction with payment showing behind customer advise his payment he made 8/24 should've went to his 9/1 payment customer advise payment 8/1 was made by bk trustee customer advise he has already spoken to the bank in regards to the issue and has sent in proof of Aug 1st payment being made by the bk trustee   Resolution Provided: customer express dissatisfaction with payment showing behind customer advise his payment he made 8/24 should've went to his 9/1 payment customer advise payment 8/1 was made by bk trustee customer advise he has already spoken to the bank in regards to the issue and has sent in proof of Aug 1st payment being made by the bk trustee   Follow-Up Needed: &lt;no    	    Source of Dissatisfaction:&lt;customer express dissatisfaction with payment showing behind customer advise his payment he made 8/24 should've went to his 9/1 payment customer advise payment 8/1 was made by bk trustee customer advise he has already spoken to the bank in regards to the issue and h		
152	10001585	Customer	103482	10/11/17	Unauthorized Activity / Lack of Consent		Call Center	Milwaukee, WI	3246431	E0012	Consumer Banking	Credit Card	  see case history  Received copy of complaint on 03/15/2017 and submitting complaint on behalf of NCB. Complaint occurred on 03/13/2017.NCB received document from Client Services from Bank of America dated 2/7/17 requesting validation of debt stating please updated your records to my new address po box 992 dunnellon fl 34430. Please let me know if you are prepared to accept less than the balance you are claiming is owed. If questions are answered within thirty (30) days I will send a good faith payment by the end of March.Account was reviewed dialer turned off moved phone number out and account placed in Validation of Debt. On 03/14/17 NCB Sent Status 236 Validation of Debt Response letter. On 3/14/17 Client Services review media site: ordered statements for 12/2012 to 11/2013. Complaint Specialist mailed out  generic consumer response letter to consumer per correspondence received. NCB received document from Client Services from Bank of America dated 2/7/17 requesting validation of debt stating please updated your records to my new address po box 992 dunnellon fl 34430. Please let me know if you are prepared to accept less than the balance you are claiming is owed. If questions are answered within thirty (30) days I will send a good faith payment by the end of March.Account was reviewed dialer turned off moved phone number out and account placed in Validation of Debt. On 03/14/17 NCB Sent Status 236 Validation of Debt Response letter. On 3/14/17 Client Services review media site: ordered statements for 12/2012 to 11/2013. Complaint Specialist mailed out  generic consumer response letter to consumer per correspondence received. Account status is 236. Received copy of complaint on 03/15/2017 and submitting complaint on behalf of NCB. Complaint occurred on 03/13/2017.NCB received document from Client Services from Bank of America dated 2/7/17 requesting validation of debt stating please updated your records to my new address po box 992 dunnellon fl 34430. Please let me know if you are prepared to accept less than the balance you are claiming is owed. If questions are answered within thirty (30) days I will send a good faith payment by the end of March.Collection Efforts/Cease And Desist Repayment Program(s)/Collection Efforts Collection Efforts/Cease And DesistCharged Off Validation of Debtsee case history	  see case history  Received copy of complaint on 03/15/2017 and submitting complaint on behalf of NCB. Complaint occurred on 03/13/2017.NCB received document from Client Services from Bank of America dated 2/7/17 requesting validation of debt stating please updated your records to my new address po		
153	10007649	Customer	102792	07/18/16	Unauthorized Activity / Lack of Consent		Social Media	Lafayette, LA	3246155	E0005	Business Banking	Business Lending	Darlene is a preferred reward client. I did not have enough information from the phone call to find her profile. She called the financial center to find a location that had safe deposit boxes. The person who answered the phone asked her where she got our number and told her that there was no way we could tell her if another location had safe deposit boxes. Darlene felt the person on the phone was rude and abrupt with her and completely unhelpful.  	Darlene is a preferred reward client. I did not have enough information from the phone call to find her profile. She called the financial center to find a location that had safe deposit boxes. The person who answered the phone asked her where she got our number and told her that there was no way we 		
154	10001670	Customer	101992	06/20/16	Inappropriate Sales Tactics		Call Center	Rochester, NY	3246241	C0042	Consumer Banking	Credit Card	Could not find enrollment link online  	Could not find enrollment link online  		
155	10002743	Customer	102307	03/07/17	Inappropriate Sales Tactics		Social Media	Denver, CO	3246124	W0031	Consumer Banking	Credit Card	General: doesnt like that the rep didnt give her a manager when she asked states they rude  	General: doesnt like that the rep didnt give her a manager when she asked states they rude  		
156	10003836	Customer	105101	04/02/17	Manipulation/misrepresentation of sales		Call Center	Washington, DC	3246152	W0028	Consumer Banking	Credit Card	Ms. Silverman alleges our RB associate approached her in the line based on her appearance.  I look young, yet do not have to disclose to anyone my PHD.  I am -- age and have a toddler at home.  Why did she select me vs. the others in line.  I do no like being approached to make my banking.  I know how to preform a transaction.  Associate was rude.  FCM Spoke with client.   Action Taken Other: FCM  Spoke with client for feedback &amp; commited to log complaint.    FCM  Spoke with client for feedback &amp; commited to log complaint.  	Ms. Silverman alleges our RB associate approached her in the line based on her appearance.  I look young, yet do not have to disclose to anyone my PHD.  I am -- age and have a toddler at home.  Why did she select me vs. the others in line.  I do no like being approached to make my banking.  I know h		
157	10003035	Customer	100126	09/14/16	Manipulation/misrepresentation of sales		Social Media	Duluth, MN	3246240	W0028	Consumer Banking	Checking	General: cx upset that she deposited money at atm and it wasn't credited to her acc due to a hold on a cash deposit and her acc is being risk closed  	General: cx upset that she deposited money at atm and it wasn't credited to her acc due to a hold on a cash deposit and her acc is being risk closed  		
158	10008806	Customer	106698	03/18/16	Unauthorized Activity / Lack of Consent		Social Media	Santa Ana, CA	3246400	E0011	Business Banking	Merchant Services	General: atm malfunction  	General: atm malfunction  		
159	10006329	Customer	101704	02/05/17	Inappropriate Sales Tactics		Call Center	Miami, FL	3246213	C0043	Business Banking	Business Lending	walk up atm is down again - not accepting or dispensing cash   	walk up atm is down again - not accepting or dispensing cash   		
160	10008124	Customer	106943	11/06/16	Misleading / False information		Call Center	Dayton, OH	3246133	C0042	Business Banking	Business Lending	Customer not happy that the ATM is not working  Complaint Type Other: ATM not working  	Customer not happy that the ATM is not working  Complaint Type Other: ATM not working  		
161	10010769	Customer	101386	11/29/16	Unauthorized Activity / Lack of Consent		Call Center	Boulder, CO	3246434	E0013	Consumer Banking	Checking	The Salmon Creek ATM machine is NOT WORKING PROPERLY. I've been told by this client a few times and he has talked to other clients working at the local businesses and they have the same issue. The machine does NOT recognize the atm/debit cards. The clients put the card in the card reader and nothing happens, they have to pull the card and reenter the card in numerous times in hopes that the machine will recognize the card and allow them to attempt a transaction. They are frustrated since the Salmon Creek location has closed and the nearest ATM does not work properly. It is a huge client dissatisfying experience.   	The Salmon Creek ATM machine is NOT WORKING PROPERLY. I've been told by this client a few times and he has talked to other clients working at the local businesses and they have the same issue. The machine does NOT recognize the atm/debit cards. The clients put the card in the card reader and nothing		
162	10001319	Customer	101016	03/18/17	Inappropriate Sales Tactics		Social Media	Washington, DC	3246347	W0026	Consumer Banking	Credit Card	cust complaint about atm, said that always is damaged  	cust complaint about atm, said that always is damaged  		
163	10005457	Customer	102164	10/16/16	Inappropriate Sales Tactics		Call Center	Valley Forge, PA	3246129	C0044	Consumer Banking	Credit Card	  Verified on Teller EJ that on 03/08/17 customer cashed check #139274590  $300.00, done at FL CC #00075-0109121   BC #0001394   Teller #058  Tran #77.    The teller disbursed $300.00--$280 in $20 bills and $20.00 in 10s.  The teller was shor $8.95 at EOD.  *2)  Verified on Imageview that check  was actually for $200.00, issued by Edward Jones.  Called customer at 1-773-216-6565, she was busy with children (loud noise on background) told her will call her back tomorrow. Verified on Synergy that on 03/09/17 acct ending 6005 had a debit adj for $100.00.  It was done by Teller Svcs. TEBS:FL 10-2324252.   Called Teller Services at 1.888.756.3333 options 2, 3, 1- spoke with  Mayra Moreno, she said this adjustment was for check cashed on  03/08/17 at FL CC #0109121, Seq #2652162903. Called customer, advised her of our findings.  She states that she did not count the cash before leaving the FC. Case closed. Email sent to Winston M. Vazquez, Relationship Manager  advising him this matter needs to be handled at FC because is a cash dispute.  They need to review transaction with the teller and contact customer with a final resolution.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes Client cashed a check# 139274590 for $200. She received a letter from Bank of America stating that it was cashed for 300 and a -100 adjustment has been issued on account ending with 6005. Client is disputing that charge as she states she never received the 300, only 200.	  Verified on Teller EJ that on 03/08/17 customer cashed check #139274590  $300.00, done at FL CC #00075-0109121   BC #0001394   Teller #058  Tran #77.    The teller disbursed $300.00--$280 in $20 bills and $20.00 in 10s.  The teller was shor $8.95 at EOD.  *2)  Verified on Imageview that check  was		
164	10004902	Customer	104464	08/21/17	Inappropriate Sales Tactics		Call Center	Amarillo, TX	3246278	E0017	Consumer Banking	Credit Card	General: atm didnt give money  	General: atm didnt give money  		
165	10009263	Customer	104379	10/27/17	Inappropriate Sales Tactics		Social Media	Atlanta, GA	3246110	E0015	Business Banking	Merchant Services	Customer did everything required by Fraud claim's but the credit was taken back in bank error. Customer spent more tha 45 minutes getting transferred to 4 different associates to resolve it. He is supposed to get the credit on 03/11/2017.  	Customer did everything required by Fraud claim's but the credit was taken back in bank error. Customer spent more tha 45 minutes getting transferred to 4 different associates to resolve it. He is supposed to get the credit on 03/11/2017.  		
166	10008163	Customer	103158	08/24/17	Unauthorized Activity / Lack of Consent		Call Center	Hicksville, NY	3246180	E0011	Business Banking	Business Lending	customer said he asked banking center rep to link his debit card to his safe  balance account and it wasnt done   	customer said he asked banking center rep to link his debit card to his safe  balance account and it wasnt done   		
167	10006782	Customer	106594	08/06/17	Unauthorized Activity / Lack of Consent		Social Media	Lubbock, TX	3246291	E0004	Business Banking	Merchant Services	 * Complaint Type Not Listed:checks posting before credit of direct deposit, odp not being linked   	 * Complaint Type Not Listed:checks posting before credit of direct deposit, odp not being linked   		
168	10009160	Customer	103130	07/21/16	Manipulation/misrepresentation of sales		Branch	Cincinnati, OH	3246279	W0026	Business Banking	Business Lending	ch stated that BOA didn't have a great security. She said &quot;what if I was a crook and had a card&quot; she was rude on the way agent spoke and had to repeat every word.   	ch stated that BOA didn't have a great security. She said &quot;what if I was a crook and had a card&quot; she was rude on the way agent spoke and had to repeat every word.   		
169	10003755	Customer	105613	08/11/17	Misleading / False information		Branch	Lynchburg, VA	3246110	E0015	Consumer Banking	Credit Card	Customer called in to report that 3/10/17 when he used the atm teller assist @ the Baldwin Hills Village boa the headset was dirty and saliva appeared to be left from previous customers. Not cleanly at all.  	Customer called in to report that 3/10/17 when he used the atm teller assist @ the Baldwin Hills Village boa the headset was dirty and saliva appeared to be left from previous customers. Not cleanly at all.  		
170	10010541	Customer	102905	12/05/16	Manipulation/misrepresentation of sales		Social Media	Wichita, KS	3246318	E0011	Consumer Banking	Checking	 **ECOE**MICHAE, PIEROPAN, ATM looks like not processing. id IFLD1475 03/11/2017 03:30:00 PM No Check Deposit Transaction  No check deposits received for 3+ hours. 1.800.262.8457 STEVE.   	 **ECOE**MICHAE, PIEROPAN, ATM looks like not processing. id IFLD1475 03/11/2017 03:30:00 PM No Check Deposit Transaction  No check deposits received for 3+ hours. 1.800.262.8457 STEVE.   		
171	10006019	Customer	101365	07/23/17	Misleading / False information		Branch	Saint Louis, MO	3246345	E0007	Consumer Banking	Credit Card	customer was in a library trying to get online with her account to do a transaction on her account, and it wasn't working, she was not at an atm, so I got her over to mobile banking for assistance  	customer was in a library trying to get online with her account to do a transaction on her account, and it wasn't working, she was not at an atm, so I got her over to mobile banking for assistance  		
172	10007374	Customer	103944	11/19/16	Inappropriate Sales Tactics		Call Center	Jamaica, NY	3246184	C0042	Business Banking	Business Lending	56TH & KEDZIE inside atm not working  	56TH & KEDZIE inside atm not working  		
173	10005343	Customer	103864	02/07/17	Inappropriate Sales Tactics		Social Media	Arlington, VA	3246392	W0028	Consumer Banking	Credit Card	  [Case Comments] - I placed a second outbound call to Todd Barber. I got additional details on the account and I will connect with the BK LOB for additional details. [Case Comments] - I placed an outbound call to the customer and advised that we would not be able to assist with providing documentation stating that the property had been repossessed, since it wasn't. Additionally, it has been confirmed with our legal counsel that there is no legal obligation to release the lien or to repossess the collateral. [Case Notes] - Source of Dissatisfaction:   Customer stated he is receiving tax bills for the owner of the plane and he no longer owes this plane. He stated repo went to go pick it up and a mechanic lien is on the plane.          Follow-up needed: Customer needs a call back so some one can advised him what to do about this plane in his name. [Case Comments] - The BK LOB has been engaged for additional clarity on the lien status for this loan.   Specialty Servicing-Bankruptcy Consumer Vehicle Lending Repossession Proceedings Source of Dissatisfaction:   Customer stated he is receiving tax bills for the owner of the plane and he no longer owes this plane. He stated repo went to go pick it up and a mechanic lien is on the plane.          Follow-up needed: Customer needs a call back so some one can advised him what to do about this plane in his name. I placed an outbound call to the customer and advised that we would not be able to assist with providing documentation stating that the property had been repossessed, since it wasn''t. Additionally, it has been confirmed with our legal counsel that there is no legal obligation to release the lien or to repossess the collateral.The customer didn''t know if bank of America had repossessed the collateral since he had tried to surrender it several years ago.	  [Case Comments] - I placed a second outbound call to Todd Barber. I got additional details on the account and I will connect with the BK LOB for additional details. [Case Comments] - I placed an outbound call to the customer and advised that we would not be able to assist with providing documentat		
174	10001872	Customer	103281	06/28/17	Unauthorized Activity / Lack of Consent		Call Center	Greensboro, NC	3246338	E0022	Consumer Banking	Credit Card	the customer was wanting to get check book registers at the tha ATA machine   	the customer was wanting to get check book registers at the tha ATA machine   		
175	10010747	Customer	102274	06/10/16	Manipulation/misrepresentation of sales		Social Media	Miami, FL	3246400	E0011	Consumer Banking	Checking	Customer did a deposit to ATM and the machine did not process, so he went back around and did a $1 and it processed. Partner claims for the first deposit of $200+  	Customer did a deposit to ATM and the machine did not process, so he went back around and did a $1 and it processed. Partner claims for the first deposit of $200+  		
176	10010789	Customer	102967	05/12/17	Inappropriate Sales Tactics		Social Media	Pittsburgh, PA	3246454	E0011	Consumer Banking	Checking	General: ATM MALFUNCTIONED  	General: ATM MALFUNCTIONED  		
177	10003491	Customer	106617	07/28/16	Misleading / False information		Social Media	Bronx, NY	3246222	W0035	Consumer Banking	Credit Card	cash acceptor is down refered to another atm for assistance   	cash acceptor is down refered to another atm for assistance   		
178	10008419	Customer	105006	04/05/16	Inappropriate Sales Tactics		Social Media	Cincinnati, OH	3246309	W0037	Business Banking	Business Lending	General: upset resolution took long for last claim with check and also upset that the claims process we have to have an exact amount to start it up and also upset about the atm malfunction  	General: upset resolution took long for last claim with check and also upset that the claims process we have to have an exact amount to start it up and also upset about the atm malfunction  		
179	10002202	Customer	106425	04/01/16	Inappropriate Sales Tactics		Social Media	Corona, CA	3246370	E0005	Consumer Banking	Checking	General: atm ate his cash  	General: atm ate his cash  		
180	10003839	Customer	106862	04/15/16	Unauthorized Activity / Lack of Consent		Call Center	Detroit, MI	3246235	W0034	Consumer Banking	Checking	ATM took check and did not deposit it into her checking acct for $15.00...very angry about treatement and IVR>  	ATM took check and did not deposit it into her checking acct for $15.00...very angry about treatement and IVR>  		
181	10009791	Customer	106893	03/20/16	Misleading / False information		Call Center	San Jose, CA	3246420	W0031	Business Banking	Business Lending	Customer frustrated due to ATM did not provide credit for cash deposit advice to contact ECS to file claim.  	Customer frustrated due to ATM did not provide credit for cash deposit advice to contact ECS to file claim.  		
182	10000616	Customer	107321	11/05/16	Inappropriate Sales Tactics		Call Center	Orlando, FL	3246288	C0045	Consumer Banking	Credit Card	****Commit Intake****  Date/Time/TimeZone:3/16/2017 11:24PT  Source of Dissatisfaction:said she had sent authorization from BK attorney but we don&rsquo;t have it.   Resolution Provided:expalained we got bk docs but not an authorization, suggested to resend it.                              	****Commit Intake****  Date/Time/TimeZone:3/16/2017 11:24PT  Source of Dissatisfaction:said she had sent authorization from BK attorney but we don&rsquo;t have it.   Resolution Provided:expalained we got bk docs but not an authorization, suggested to resend it.                              		
183	10000489	Customer	103610	08/14/17	Unauthorized Activity / Lack of Consent		Social Media	Atlanta, GA	3246344	C0043	Consumer Banking	Credit Card	Customer expressed displeasure wit hthe previous agent and manager that he had spoken with, stating that they were both being rude to him.  	Customer expressed displeasure wit hthe previous agent and manager that he had spoken with, stating that they were both being rude to him.  		
184	10003857	Customer	102921	06/28/17	Manipulation/misrepresentation of sales		Social Media	Sarasota, FL	3246116	W0027	Consumer Banking	Credit Card	Customer very upset she had business fees on her account, she called customer service and waited for 40min on the phone only to get a rep on the phone who was rude and didn't explain that she could change the type of acct and avoid the fees.  She came into the financial center to see how she was treated and she said if she was treated at all badly she was going to close her entire relationship. She was ok after sitting with the FCM she was informed that she could change her account and avoid fees.  Customer is unhappy that the bank is making all the changes and that not all of her accounts show so her full relationship is shown  	Customer very upset she had business fees on her account, she called customer service and waited for 40min on the phone only to get a rep on the phone who was rude and didn't explain that she could change the type of acct and avoid the fees.  She came into the financial center to see how she was tre		
185	10010606	Customer	102737	03/09/16	Unauthorized Activity / Lack of Consent		Social Media	Albuquerque, NM	3246371	E0012	Consumer Banking	Checking	Customer upset with wait time and malfunction at the ATA   	Customer upset with wait time and malfunction at the ATA   		
186	10009205	Customer	100927	01/14/16	Inappropriate Sales Tactics		Branch	Houston, TX	3246322	E0024	Business Banking	Business Lending	General: atm did not post deposit  	General: atm did not post deposit  		
187	10005894	Customer	106278	02/29/16	Misleading / False information		Social Media	Fresno, CA	3246380	E0002	Consumer Banking	Checking	atm deposit didn't post  	atm deposit didn't post  		
188	10000957	Customer	100914	02/20/17	Manipulation/misrepresentation of sales		Social Media	Johnstown, PA	3246177	E0021	Consumer Banking	Credit Card	General: had atm deposit error, atm kept debit,  	General: had atm deposit error, atm kept debit,  		
189	10001930	Customer	100479	06/03/17	Unauthorized Activity / Lack of Consent		Social Media	Washington, DC	3246334	E0024	Consumer Banking	Credit Card	Customer was upset because he was trying to use the walk up ATM before we opened and it was down.  I told him it was because our staff was replenishing and balancing the machine.  I apologized for his delay in getting his money and informed him that we have an additional machine around the corner of the building as an option.     	Customer was upset because he was trying to use the walk up ATM before we opened and it was down.  I told him it was because our staff was replenishing and balancing the machine.  I apologized for his delay in getting his money and informed him that we have an additional machine around the corner of		
190	10001219	Customer	106355	07/18/17	Inappropriate Sales Tactics		Social Media	Montgomery, AL	3246450	E0013	Consumer Banking	Credit Card	all areas atms are out of order   	all areas atms are out of order   		
191	10010470	Customer	105194	10/17/17	Unauthorized Activity / Lack of Consent		Social Media	Pompano Beach, FL	3246110	E0015	Consumer Banking	Checking	ATM down  	ATM down  		
192	10003634	Customer	101966	06/23/16	Misleading / False information		Social Media	Denton, TX	3246102	E0009	Consumer Banking	Credit Card	General: customer claims the atm machine ate the check and it didn't post his account.  	General: customer claims the atm machine ate the check and it didn't post his account.  		
193	10009407	Customer	102591	03/02/16	Manipulation/misrepresentation of sales		Call Center	Duluth, GA	3246339	W0039	Business Banking	Business Lending	credit card dispute credit card dispute account # 55359918789 Please reassign to previous associate Mike Hall ref case#161209CR0000059 approved to reassign to Mike Hall on my team as he previously worked approved to reassign to Mike Hall on my team as he previously worked reassigned case to previous RS per management request Ran LEXISNEXIS and found add. contact # for customer. Added it to contacts in CASE DETAILS. Sent case for LEGAL review based on some of customers requests/allegations regarding FIA and a legal case he was part of. Awaiting review from Allison Williams. no KIR required- Expectations set. Case is still with Legal. Have been communicating over the case with them. Once rec. back will send for CP and address items they are informing I can. No good contact for customer to KIR Case is currently still with legal. Please extend. approved. NO KIR NEEDED AS EXPECTATION AT ACK NEXT CALL WOULD BE FOR RESEARCH AND RES. Case is duplicate case of CFPB case#  161209CR0000059. Customer&amp;#39;s concerns appear to be the same per conversation and advice of LEGAL. Will notate all concerns and copy over previous research and resolution. Legal direction has been given already will give to inline for review. CUSTOMERS BA RELATIONSHIPS CONSISTS OF THE FOLLOWING:CCA BANK OF AMERICA VISA PL 4264298996466259 26,595.83 Closed 06/2001 Previous cases located regarding current complaint.  Oldests case below is the duplicate case that is referenced.113926246 - 3/17/17106775527 - 1/6/17161209CR0000059 - 12/9/16 IN PROGRESS IN PROGRESS Customer alleges the following issues.&amp;#183; Adverse action disclosure based on information from a credit reporting agency&amp;#183; Consumer dispute of reported information. Liability for a credit account or other debt, including individual or joint liability on an account or whether the consumer is an authorized user of the credit account&amp;#183; Credit bureaus reporting error or disputes&amp;#183; Credit report or credit reporting&amp;#183; Credit reporting agency or consumer reporting agency&amp;#183; Consent or did not consent&amp;#183; Deceive, deception&amp;#183; Unclear, incomplete, inconspicuous, or inadequate&amp;#183; Failure to clearly disclose Customer states account ending in 6259 to be his wife's, not his due to her making payments, claiming the account in BK court, her rec. statements in her name, being reported on her credit report, and sending disclosures to her regarding the account such as annual error resolution notice.Customer requests all documentation/information surrounding the account, such as signed application, proof of who owns the account, all statements, why account was rebranded from FIA, proof it was rebranded, full account #, all 1099c issued, proof when account was opened, proof who opened account, proof of how many accounts are being reported on the credit report regarding this account, credit history, if wife was financially responsible at any time, wife's credit history regarding the account, who all 1099c were issued to, the role that the docs play in this matter, if BA and FIA are the came company,  and what state/federal laws will meet the statutory/case law requirements with citations, and proof of who and how forwarded docs to PRA collections. Customer alleges account to be erroneous, for there to be another account holder other then he or his wife, the bank is refusing to provide proof, account information in whole, the manipulation of dates on letters, not mailing all docs to the CFPB, misinformation,  such as pursuing the debt, then not pursuing the debt, how account is legitimate as he was litigating the case and found to be no legitimate, smearing the customers name, not reporting accurate info under FCRA, and not receiving all letters that were issued on the account status.Customers desired resolution is to have a BA rep sign a statement, with wording of customer's choosing, stating that we made a mistake on the customers credit history. The statement to be provided to the CFPB and to them. BA must substantiate their claim or identify what docs are missing, and how missing docs affects their efforts. BA to identify ALL other BA/FIA accounts which are in a similar state of documentation.Brian T. Moynihan to attest in a singed certified statement that the matter is unique, in that all other accounts are documented to their legal extent, if they are.ORBA to address the customers entire document including appendix in detailed writing supported by ample documentation. BA to identify the respondent with full legal name and title, and for that respondent to document and identify all answers to be true, accurate, and certified under penalty of perjury. Customer states they will wait no more then 30 days and then file a FTC affidavit against Brian T. Moynihan, BA/FIA. Begin notes from previous case research - 161209CR0000059 Per SOR UCRS:ACCT. OPENED - 6/26/2001ACCT. CLOSED - 6/2/2011CHARGE OFF and BALANCE AS OF 12/21/16 - $26,595.83LAST PAYMENT - 10/7/2010LAST PAYMENT AMT. - $580CHARGED OFF - 5/31/2011 Research initiated, LOB LEGAL COLLECTIONS:Customer is alleging debt to not be his and not owe on the account. Customer also alleges debt to possibly be that of ELIZABETH ESCOBAR, and account has been discharged as part of her BK. SOR notes indicate account potentially with legal.Please confirm if account is will legal collections?Please confirm if BK has any bearing on account status and or current reporting to credit?Please provide any documents in reference to the account?Please confirm current status of account and how JOSE GODOY is connected to account? Research initiated, LOB FILM and IMAGE:Please provide a copy of the original application if possible or any account documentation linking this customer to the account. Research initiated, LOB PAYMENT RESEARCH:Customer is alleging he has never had accounts with BA. Account has been charged off, and appears to be with legal collections. Last payment was $580 on 10/7/10. Please confirm any payment information linking this customer to the account we may have provided to legal or to validate the account. Please provide statements, and or checks if they exist. Oldest statement available is Jan, 2009. Statement only shoes customers name no other name on statements and addresses matches current address of complaint except apt. # is 208 vs. 9 Rest of address is the same. Address as of oldest statement JAN 2009, shows only JOSE GODOY on account and a address of 342 QUAKER CHURCH RD. APT 208 RANDOLPH, NJ 07869. Address changed to 11 E. FAIRVIEW AVE. DOVER, NJ 07801 on the FEB 2010 statement. Address then changed to current address listed for the customer, which also matches the the complaint of 342 QUAKER CHURCH RD. APT 9 RANDOLPH, NJ 07869 on the SEPT 2015 statement. All addresses match to current or past addresses via LEXISNEXIS. LOB RESPONSE, LEGAL COLLECTIONS, Responded by info not available as request was invalidated.This account is not in Legal, this account is a dead filed account and was issued a 1099c in 2014. We are no longer collecting on the account. The further questions you have you need to refer this to someone in Fraud to review the account. RESEARCH INITIATED, LOB CONSUMER CARD BK:Customer is alleging account to possibly have been part of a BK. Please confirm if this account was part of BK and what docs/records we have surrounding this and provide. RESEARCH INITIATED, LOB PRODUCT CHANGE:Customer is claiming to have received a ANNUAL ERROR RESOLUTION notice. Please confirm if possible what this is and why it would have been sent to the customer? RESEARCH INITIATED, LOB CREDIT DISPUTES:Customer is disputing accounts and ownership. Disputing the accuracy of the credit reporting. Please confirm if credit reporting is accurate based on our records, what mths we are reporting customer late, and what current status of reporting is. Research initiated, LOB FRAUD CLAIMS:Customer is alleging debt to not be his and not owe on the account. Customer also alleges debt to possibly be that of ELIZABETH ESCOBAR.Has account ever had fraud claim?If so please provide any documents in reference to the account?Please confirm current status of account and how JOSE GODOY is connected to account? LOB RESPONSE, PAYMENT RESEARCH, Responded by Ebony Washington:The Payment originated as a pay-by-phone payment from TD Bank account number# 7860496681 aba# 031201360. Please see an check images we were able to pull using the checking account information. LOB RESPONSE, CREDIT DISPITES, Responded by Anthony Gruszczynski:rcd escalation csi direct - Case# : 367057 - 4264298996466259 - ch disp ownership &amp;amp; rprtg - all info matches - name, address, ssn &amp;amp; dob - acct was charged off as a bad debt on 5/31/11 &amp;amp; has a balance owed of $26595 - pulled cbrs - acct accurately rprtg charged off w/bal of $26595 - sent email to m.hall confirming this - no letter sent per csi LOB RESPONSE, FILM and IMAGE, Responded by Ron Reynard:Attached is the copy of the application we have on file. There are no additional files or documents to provide. LOB RESPONSE, FRAUD CLAIMS, Responded by DN Burrell:I have read your request and the customer complaint for JOSE GODOY for account number 4264298996466259Per my review of the account I show that there is not fraud claim on the account and I show that no documentation has been sent to the cardholder for this account.  The account is currently charged off and closed. The cardholder JOSE GODOY is tied to this account by his Social security number and I have also verified that the address is correct on the account. To cover all bases I have submitted the account for a Fraud Application fraud claim this will provided information that will show the validity of the account or vice versa.  The investigation can take up to 2 billing cycles but I have requested for it to be expedited due to the cardholder&amp;#8217;s complaint. I will follow up with you with any additional email and any correspondence when the decision is made ***Self Research*** Customer&amp;#39;s account was initially managed by FIA Card Services; After charge off, branding was switched to Bank of America; Card was opened in 06/2001; Unable to get statements from that long ago, as it is outside our retention period; However, we can confirm account is VALID by reviewing statement history; Account was paid on regular basis; Account was not abused and drastically charged up in a short period of time; Account and debt are valid; Last payment was made by phone on 10/7/2010 in the amount of $580.00; No payments made after that date; Account charged off 5/31/2011 in the amount of $26,595.83; Debt is valid LOB RESPONSE, BANKRUPTCY, RESPONDED BY PATRICK COBLE:I searched VisaRiskUSA to find bankruptcy information and found no hits for the customer&amp;#8217;s SSN 157569639. LOB RESPONSE, PRODUCT CHANGE, RESPONDED BY STEPHANIE SHAPPY:12/28/2016 2:32 PM Shappy, Stephanie: Please reach out to Angela Lugo and Mandi Thomas for assistance; thanks! ________________________________________12/28/2016 2:11 PM Smith, Kevin D: ________________________________________12/28/2016 2:06 PM Smith, Kevin D: ________________________________________12/27/2016 12:11 PM Shappy, Stephanie: Can you please provide me with an image sample so I can actually see the disclosure? ________________________________________12/27/2016 8:56 AM Smith, Kevin D: ________________________________________12/23/2016 8:11 AM Shappy, Stephanie: I have reached out to my product partners on what this notice is. I&amp;#39;ll respond as soon as I hear back from them.In reading the notice, it appears this is a annual letter that goes out to card holders explaining the process, contacts, and time frames to report and process errors pertaining to their cards, statements, and or transfers. Customer states a ANNUAL ERROR RESOLUTION NOTICE was rec. in Oct. 2016 by himself and Elizabeth Escobar.Customer states they mailed letter to BA on Nov. 7 and 21, 2016 to inquire on letter, if it was BA position the customer has or had an account with us, and to provide info relating to the account.Customer states BA has reported inaccurate info to their credit reports.Customer states they have not rec. any information from BA regarding their issues and has not made any effort to remove said account from their or Elizabeth Escobar&amp;#39;s credit reporting.Customer states debt was discharged as part of Elizabeth Escobars BK.Customer states they have NEVER had any accounts with BA.Customer states only relationship with BA was that of a MC card that state unemployment benefits were on.Customer states they plan to dispute account.Customers desired resolution:Customer wishes for BA to state what they have done and when.Customer wishes to have complete account # to dispute account with credit reporting, balance owed, payment terms, date of account opening, signed copy of documentation for account, copy of statements, and when account was first reported to credit.Customer wishes to have info of what prompted ANNUAL ERROR RESOLUTION letter. At this time it is the position of Bank of America that the above-referenced credit card account is valid, due and payable pursuant to the terms of the Credit Card Agreement that was provided to you when the account was opened. However, a fraud claim was opened on your behalf to reconfirm this information. This process may take up to two billing cycles to complete. The above-referenced account is a credit card account. Credit was extended to you, and this account constitutes an extension of credit under federal law. By using the account, which you have, you agreed to the terms of the Credit Card Agreement, which specifically state the account is governed by federal and applicable state law. Based on this information, you remain liable for the repayment of this account. We must remain in accordance with the Fair Credit Reporting Act (FCRA). As such, the accounts are reporting accurately. The purpose of this act is to safeguard the confidentiality of consumer credit information. The FCRA requires that the national credit reporting agencies adopt procedures for meeting the needs of commerce in a manner which is fair and equitable to consumers. The FCRA forces the agencies to keep strict controls in provisions of the act. Banks are prohibited from furnishing consumer information to a credit reporting agency if the bank knows that it is inaccurate or consciously avoids correcting the inaccurate information. As a user of credit reports, Bank of America is required to comply with the provisions of the FCRA. Federal law requires Bank of America to report a fair and accurate payment history. Therefore, I am unable to comply with your request to change the history associated with your credit card account as reported to your credit file.Our records indicate that Elizabeth Escobar was listed as a authorized user on the account who has since been removed, but not a owner of the account. To date we have no records indicating this account to be included with any bankruptcy proceedings.The Bank Error Annual Notice form you received is an annual letter that goes out to card holders explaining the process, contacts, and time frames to report and process errors pertaining to their cards, statements, and or transfers. As such a letter was mailed to you as a owner of the account. Bank records indicate the Bank of America account ending in 6259 was opened on June 26, 2001. Card was originally a FIA Credit Card, but was re-branded as Bank of America. Original application was obtained. Application was processed under the name JOSE GODOY with address of 7 Morton Street, Morristown, NJ 07960. Account was used, paid, and issued statements on a normal monthly basis. Oldest account statement available is January of 2009. Statements only reflect customer JOSE GODOY. Account statements were mailed to 342 Quaker Church Road, Apartment 208, Randolph, NJ 07869 from this statement until mailing address changed in February 2010 to 11 East Fairview Avenue, Dover, NJ 07801. Mailing address changed once again in September 2015 to current address listed on file of 342 Quaker Church Road, Apartment 9, Randolph, NJ 07869. Last payment on account was received on October 7, 2010, in the amount of $580.00. This payment was made via an pay by phone option from TD Bank checking account ending in 6681. The account was charged off on May 31, 2011, with a balance of $26,595.83 as a bad debt, was closed on June 2, 2011, and issued a 1099c in 2014 for tax purposes. Spoke to LOB FILM and IMAGE contact Michelle Gonzalez. No statements available beyond the 11/2009 date that is already in case. Statements in case are from 11/2009 to 6/2011 when account was charged off. Also, confirmed account application was processed electronically online. Account was rebranded from FIA to BA in JUNE 2011 after card was charged off. Attached CHECKS in case are not being sent to the customer they are for research purposes only however these CHECKS show that the customer is on the account that we received the last payment from. Confirmed fraud/valid debt letter is regarding fraud claim that LOB FRAUD CLAIMS initiated for the customer on his behalf. END CASE NOTES FROM PREVIOUS CASE # 161209CR0000059 Confirmed with TINA WINGO that she has only sent the customer one letter directly from her. There were also 3 letters, that were validation of debt letters that were system generated letters that were mailed on 1/4/6/9/2017. I have uploaded copies. TINA WINGO also confirmed that ECCR was writing letters for them at the time her letter went out, and there was a error in the date of the letter. I have attached both letters. Below is the email on this issue and its correction.From: Olimon, Iliana M - BREA CA Sent: Thursday, January 19, 2017 11:43 AMTo: Wingo, Tina &amp;lt;tina.wingo@bankofamerica.com&amp;gt;Subject: Revised letter with correct yearGood morning Tina, I notice that my master letter was not picking up today&amp;#8217;s date for my letters, I went back and check the date on the letter&amp;#8217;s I did in the beginning of January.  I notice that the year was reading 2016 instead of 2017, I went ahead revised the year on the letters and mailed them to the customer to be on the safe side.  I forward a copy with the corrected year in case if you hear from the customer you can inform them, that all was changed was the year to reflect 2017.  My apologies for not noticing this when the letters went out. Please forward the letters so they get uploaded to the Share Point.Thank you Sent below email to LEGAL.Allison Williams regarding all issues/concerns not being addressed in there recommended verbiage.Hey Allison, I was discussing this case with my inliner and our procedures state we have to address each of the customer&amp;#8217;s concerns. As we know there are only about a million in the complaint. LOL However the letter seems to not hit each point. I just wanted to confirm if this was on purpose and how we are needing to respond in this specific scenario? Are we good proceeding with how it is? Email response from LEGAL.Allison Williams regarding issues.concerns not all being addressed in legal verbiage.Yes, I checked with Henry Moncure when the complaint first came through and we do not need to answer every concern brought by Mr. Godoy. RESEARCH REQUEST, LOB 1099C:Please provide copy of 1099c CP1 COMPLETED Customer states account ending in 6259 to be his wife's, not his due to her making payments, claiming the account in BK court, her rec. statements in her name, being reported on her credit report, and sending disclosures to her regarding the account such as annual error resolution notice.Customer requests all documentation/information surrounding the account, such as signed application, proof of who owns the account, all statements, why account was rebranded from FIA, proof it was rebranded, full account #, all 1099c issued, proof when account was opened, proof who opened account, proof of how many accounts are being reported on the credit report regarding this account, credit history, if wife was financially responsible at any time, wife's credit history regarding the account, who all 1099c were issued to, the role that the docs play in this matter, if BA and FIA are the came company,  and what state/federal laws will meet the statutory/case law requirements with citations, and proof of who and how forwarded docs to PRA collections. Customer alleges debt to be part of wifes BK.Customer encloses legal docs from a court case with FIA, in which he states case was dismissed.Customer alleges account to be erroneous, for there to be another account holder other then he or his wife, the bank is refusing to provide proof, account information in whole, the manipulation of dates on letters, not mailing all docs to the CFPB, misinformation,  such as pursuing the debt, then not pursuing the debt, how account is legitimate as he was litigating the case and found to be no legitimate, smearing the customers name, not reporting accurate info under FCRA, and not receiving all letters that were issued on the account status.Customers desired resolution is to have a BA rep sign a statement, with wording of customer's choosing, stating that we made a mistake on the customers credit history. The statement to be provided to the CFPB and to them. BA must substantiate their claim or identify what docs are missing, and how missing docs affects their efforts. BA to identify ALL other BA/FIA accounts which are in a similar state of documentation.Brian T. Moynihan to attest in a singed certified statement that the matter is unique, in that all other accounts are documented to their legal extent, if they are.ORBA to address the customers entire document including appendix in detailed writing supported by ample documentation. BA to identify the respondent with full legal name and title, and for that respondent to document and identify all answers to be true, accurate, and certified under penalty of perjury. Customer states they will wait no more then 30 days and then file a FTC affidavit against Brian T. Moynihan, BA/FIA. Customer states account ending in 6259 to be his wife's, not his due to her making payments, claiming the account in BK court, her rec. statements in her name, being reported on her credit report, and sending disclosures to her regarding the account such as annual error resolution notice.Customer requests all documentation/information surrounding the account, such as signed application, proof of who owns the account, all statements, why account was rebranded from FIA, proof it was rebranded, full account #, all 1099c issued, proof when account was opened, proof who opened account, proof of how many accounts are being reported on the credit report regarding this account, credit history, if wife was financially responsible at any time, wife's credit history regarding the account, who all 1099c were issued to, the role that the docs play in this matter, if BA and FIA are the came company,  and what state/federal laws will meet the statutory/case law requirements with citations, and proof of who and how forwarded docs to PRA collections. Customer alleges debt to be his wifes account and part of wifes BK. Customer encloses legal docs from a court case with FIA, in which he states case was dismissed.Customer alleges account to be erroneous, for there to be another account holder other then he or his wife, the bank is refusing to provide proof, account information in whole, the manipulation of dates on letters, not mailing all docs to the CFPB, misinformation,  such as pursuing the debt, then not pursuing the debt, how account is legitimate as he was litigating the case and found to be no legitimate, smearing the customers name, not reporting accurate info under FCRA, and not receiving all letters that were issued on the account status.Customers desired resolution is to have a BA rep sign a statement, with wording of customer's choosing, stating that we made a mistake on the customers credit history. The statement to be provided to the CFPB and to them. BA must substantiate their claim or identify what docs are missing, and how missing docs affects their efforts. BA to identify ALL other BA/FIA accounts which are in a similar state of documentation.Brian T. Moynihan to attest in a singed certified statement that the matter is unique, in that all other accounts are documented to their legal extent, if they are.ORBA to address the customers entire document including appendix in detailed writing supported by ample documentation. BA to identify the respondent with full legal name and title, and for that respondent to document and identify all answers to be true, accurate, and certified under penalty of perjury. Customer states they will wait no more then 30 days and then file a FTC affidavit against Brian T. Moynihan, BA/FIA. An electronic application was submitted on June 7, 2001, under the name Jose L. Godoy with address of 7 Morton Street, Morristown, NJ 07960. Bank records indicate the account now ending in 6259 was opened on June 26, 2001. The original FIA Credit Card account number ended in 4218; however, in the April 2010 billing cycle, the account number changed to end in 8619 as reflected on your monthly statements. The last payment made on this account was on October 7, 2010, in the amount of $580.00. This payment was made via a pay by phone option from your TD Bank checking account ending in 6681. Due to non-payment, the account was charged off as a loss to the bank on May 31, 2011, and the account closed on June 2, 2011. In 2014, a 1099c was issued for tax purposes in the amount of $26,595.83 in your name. Elizabeth Escobar was listed on this account as an authorized user. She was removed as an authorized user as of November 7, 2016. In accordance with your Credit Card Agreement, if you permit any person to use your card, access checks, account number, or other credit device with the authorization to obtain credit on your account, you will be liable for all transactions made by that person including transactions for which you may not have intended to be liable. Authorized users have the same access to information about the account and its users as the account holders. While authorized users have full charging privileges, they are not responsible for the repayment of any account balances. Primary account holders are still responsible for repayment of any and all balances. Unfortunately, we are unable to provide you with the full account number in writing associated with your account due to privacy concerns, however I am able to provide this information to you verbally. I regret that I am unable to comply with your request to produce a copy of the original application at this time as applications contain proprietary information. Please contact me at the number below should you wish to discuss that issue in more detail.We must remain in accordance with the Fair Credit Reporting Act (FCRA).  I am unable to comply with your request to change the history associated with your credit card account as reported to your credit file as the account is reporting accurately. Customer states account ending in 6259 to be his wife's, not his due to her making payments, claiming the account in BK court, her rec. statements in her name, being reported on her credit report, and sending disclosures to her regarding the account such as annual error resolution notice.Customer requests all documentation/information surrounding the account, such as signed application, proof of who owns the account, all statements, why account was rebranded from FIA, proof it was rebranded, full account #, all 1099c issued, proof when account was opened, proof who opened account, proof of how many accounts are being reported on the credit report regarding this account, credit history, if wife was financially responsible at any time, wife's credit history regarding the account, who all 1099c were issued to, the role that the docs play in this matter, if BA and FIA are the came company,  and what state/federal laws will meet the statutory/case law requirements with citations, and proof of who and how forwarded docs to PRA collections. Customer alleges debt to be his wifes account and part of wifes BK. Customer encloses legal docs from a court case with FIA, in which he states case was dismissed.Customer alleges account to be erroneous, for there to be another account holder other then he or his wife, the bank is refusing to provide proof, account information in whole, the manipulation of dates on letters, not mailing all docs to the CFPB, misinformation,  such as pursuing the debt, then not pursuing the debt, how account is legitimate as he was litigating the case and found to be no legitimate, smearing the customers name, not reporting accurate info under FCRA, and not receiving all letters that were issued on the account status.Customers desired resolution is to have a BA rep sign a statement, with wording of customer's choosing, stating that we made a mistake on the customers credit history. The statement to be provided to the CFPB and to them. BA must substantiate their claim or identify what docs are missing, and how missing docs affects their efforts. BA to identify ALL other BA/FIA accounts which are in a similar state of documentation.Brian T. Moynihan to attest in a singed certified statement that the matter is unique, in that all other accounts are documented to their legal extent, if they are.ORBA to address the customers entire document including appendix in detailed writing supported by ample documentation. BA to identify the respondent with full legal name and title, and for that respondent to document and identify all answers to be true, accurate, and certified under penalty of perjury. Customer states they will wait no more then 30 days and then file a FTC affidavit against Brian T. Moynihan, BA/FIA. No good contact for KIR CP2 COMPLETED RESPONDING WITH LEGAL LETTER. CP3 COMPLETED  	credit card dispute credit card dispute account # 55359918789 Please reassign to previous associate Mike Hall ref case#161209CR0000059 approved to reassign to Mike Hall on my team as he previously worked approved to reassign to Mike Hall on my team as he previously worked reassigned case to previous		
194	10001615	Customer	102552	01/21/16	Unauthorized Activity / Lack of Consent		Social Media	Maple Plain, MN	3246104	E0016	Consumer Banking	Credit Card	.Caller expressed dissatisfaction regarding Customer Experience - Resolution: Documented Concern - No Follow Up Needed.Additional info for Source of Dissatisfaction: client's husband was spoken to &amp; asked questions &amp; was not happy that a rep from the bank would address him in such a way// the collection attitude was not acceptable.// also client is not happy that the banks in the area were closed down , have to drive 3 hours to get to a local branch..   	.Caller expressed dissatisfaction regarding Customer Experience - Resolution: Documented Concern - No Follow Up Needed.Additional info for Source of Dissatisfaction: client's husband was spoken to &amp; asked questions &amp; was not happy that a rep from the bank would address him in such a way// th		
195	10003735	Customer	103892	10/26/16	Misleading / False information		Call Center	Baton Rouge, LA	3246111	E0018	Consumer Banking	Checking	General: ATM didnt deposit the cash  the customer deposited into the atm  	General: ATM didnt deposit the cash  the customer deposited into the atm  		
196	10009941	Customer	102736	03/12/16	Manipulation/misrepresentation of sales		Social Media	Milwaukee, WI	3246146	W0037	Business Banking	Business Lending	General: atm error, ate his check  	General: atm error, ate his check  		
197	10004285	Customer	102830	03/01/16	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246258	E0005	Consumer Banking	Checking	atm in city not working no banking location will cancel act if not fixed//zip 11362   	atm in city not working no banking location will cancel act if not fixed//zip 11362   		
198	10008866	Customer	101566	03/10/17	Misleading / False information		Social Media	Columbus, OH	3246104	E0016	Business Banking	Business Lending	General: Cust expressed frustration about the deposit posting for the wrong amount- call escalated upon requestGeneralDetail: cust upset abt ATM...filed claim  	General: Cust expressed frustration about the deposit posting for the wrong amount- call escalated upon requestGeneralDetail: cust upset abt ATM...filed claim  		
199	10005816	Customer	100884	01/17/16	Misleading / False information		Call Center	Memphis, TN	3246338	E0022	Consumer Banking	Credit Card	  Beginning February 10, 2017  accounts included in new combined statement request will be required to have the same account owners. This change aligns with the banks effort to mitigate risk by protecting our clients privacy. I have confirmed that the owners are not the same on accounts #0609 and #7793. The Customer stated that he had a combined statement in the past. Reached customer at phone number provided-no further authentication required. Beginning February 10, 2017 accounts included in new combined statement request will be required to have the same account owners. This change aligns with the banks effort to mitigate risk by protecting our clients privacy. I have confirmed that the owners are not the same on accounts #0609 and #7793. The Customer advised that he will go into the Banking Center to change owners on the accounts to match so that a combined statement can be set up.    CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account/Customer Maintenance Statement Maintenance-Routes .	  Beginning February 10, 2017  accounts included in new combined statement request will be required to have the same account owners. This change aligns with the banks effort to mitigate risk by protecting our clients privacy. I have confirmed that the owners are not the same on accounts #0609 and #7		
200	10010656	Customer	103564	06/08/17	Unauthorized Activity / Lack of Consent		Call Center	Lake Worth, FL	3246400	E0011	Consumer Banking	Checking	client says BC manager was rude to her  	client says BC manager was rude to her  		
201	10005985	Customer	104478	06/19/17	Unauthorized Activity / Lack of Consent		Call Center	New York City, NY	3246281	E0023	Consumer Banking	Credit Card	atm teller assit did not listen customer wanted cash back from dep an was not given cash .. Deposit was performed successfully at ATA, TTXN4665. Authentication: BAC Approved ID Identification Number: xxxxxxxx. Total Check Amount: $4,155.00. Total Cash Amount: $0.00. Total Amount:$4,155.00  	atm teller assit did not listen customer wanted cash back from dep an was not given cash .. Deposit was performed successfully at ATA, TTXN4665. Authentication: BAC Approved ID Identification Number: xxxxxxxx. Total Check Amount: $4,155.00. Total Cash Amount: $0.00. Total Amount:$4,155.00  		
202	10004151	Customer	103026	04/06/16	Misleading / False information		Call Center	Lancaster, PA	3246320	C0042	Consumer Banking	Credit Card	atm deposit didnt go theu  	atm deposit didnt go theu  		
203	10002153	Customer	106442	08/19/17	Unauthorized Activity / Lack of Consent		Branch	New York City, NY	3246258	E0005	Consumer Banking	Credit Card	cash rejected by atm  	cash rejected by atm  		
204	10010876	Customer	103643	10/18/16	Unauthorized Activity / Lack of Consent		Call Center	Alexandria, VA	3246231	E0011	Consumer Banking	Checking	General: atm cash deposit malfunction  	General: atm cash deposit malfunction  		
205	10008397	Customer	106613	06/10/16	Manipulation/misrepresentation of sales		Call Center	Houston, TX	3246345	E0007	Business Banking	Merchant Services	atm captured card   	atm captured card   		
206	10004690	Customer	100978	05/11/17	Unauthorized Activity / Lack of Consent		Social Media	Tulsa, OK	3246275	C0044	Consumer Banking	Credit Card	Customer highly upset about a promise to rush the card and about a fee for rushing the card.....stated bank error.  STACI showed card his been delivered by UPS 10 mins before cstomer called from work, also expedite fee had been waived at time of order....no fee had been assessed.   	Customer highly upset about a promise to rush the card and about a fee for rushing the card.....stated bank error.  STACI showed card his been delivered by UPS 10 mins before cstomer called from work, also expedite fee had been waived at time of order....no fee had been assessed.   		
207	10003462	Customer	103056	09/19/16	Inappropriate Sales Tactics		Call Center	Pensacola, FL	3246289	C0041	Consumer Banking	Checking	Received copy of complaint on 03/20/2017 and submitting complaint on behalf of Client Services, INC. Complaint occurred on 03/17/2017.The Consumer States She Never Had Anything With Bank Of America Then Stattes This Should Have Been In Her Husbands Bankruptcy Because Her Husband Took Out The Personal Loan.Account placed in VVD status.     	Received copy of complaint on 03/20/2017 and submitting complaint on behalf of Client Services, INC. Complaint occurred on 03/17/2017.The Consumer States She Never Had Anything With Bank Of America Then Stattes This Should Have Been In Her Husbands Bankruptcy Because Her Husband Took Out The Persona		
208	10005196	Customer	100207	05/01/16	Unauthorized Activity / Lack of Consent		Call Center	Flint, MI	3246249	E0001	Consumer Banking	Credit Card	customer upset his loan was sold to Seterus, says it is a terrible company and they are very rude  	customer upset his loan was sold to Seterus, says it is a terrible company and they are very rude  		
209	10002826	Customer	102747	06/11/17	Manipulation/misrepresentation of sales		Social Media	Peoria, IL	3246434	E0013	Consumer Banking	Credit Card	customer alleges that is rude and non bank business to inquiry about income information, is intrusive to request information regarding income, customer stated already giving money to set up secured credit card,, and bank will be making money of that, bank does not have the right to interrogate about income. advised customer is part of the process to extend credit and understand financial responsibility of our customers. customer provided income information but stated same information above.  	customer alleges that is rude and non bank business to inquiry about income information, is intrusive to request information regarding income, customer stated already giving money to set up secured credit card,, and bank will be making money of that, bank does not have the right to interrogate about		
210	10002574	Customer	101268	11/07/16	Misleading / False information		Branch	New Orleans, LA	3246183	W0036	Consumer Banking	Checking	ATM not accepting deposits.  	ATM not accepting deposits.  		
211	10007127	Customer	102185	02/16/16	Misleading / False information		Social Media	Denver, CO	3246457	W0033	Business Banking	Business Lending	General: atm deposit error  	General: atm deposit error  		
212	10003247	Customer	100591	06/04/17	Manipulation/misrepresentation of sales		Social Media	Cincinnati, OH	3246280	C0041	Consumer Banking	Checking	General: atm error money stuck  	General: atm error money stuck  		
213	10008748	Customer	106343	09/08/17	Misleading / False information		Call Center	Dallas, TX	3246383	E0005	Business Banking	Merchant Services	very upset atm down  Action Taken Other: very upset atm down  Complaint Type Other: very upset atm down   	very upset atm down  Action Taken Other: very upset atm down  Complaint Type Other: very upset atm down   		
214	10001229	Customer	102095	02/21/17	Unauthorized Activity / Lack of Consent		Branch	Odessa, TX	3246198	W0039	Consumer Banking	Checking	atm down for two days  	atm down for two days  		
215	10000622	Customer	103868	09/23/16	Inappropriate Sales Tactics		Call Center	Washington, DC	3246108	C0043	Consumer Banking	Checking	CH stated the card was closed due to bank error and it is not fair that is being penalized for our error.  	CH stated the card was closed due to bank error and it is not fair that is being penalized for our error.  		
216	10000313	Customer	104888	12/01/16	Inappropriate Sales Tactics		Call Center	El Paso, TX	3246320	C0042	Consumer Banking	Credit Card	customer very rude, explained the card he was trying to make a payment on we dont have in his profile but the amount he was paying was 12.03 which was assocuated with another card. let him know the card he has is CLOSED. very upset that teller did not have the records he needed.   	customer very rude, explained the card he was trying to make a payment on we dont have in his profile but the amount he was paying was 12.03 which was assocuated with another card. let him know the card he has is CLOSED. very upset that teller did not have the records he needed.   		
217	10010329	Customer	101954	09/03/17	Unauthorized Activity / Lack of Consent		Social Media	San Francisco, CA	3246110	E0015	Consumer Banking	Checking	General: atm malfunction. cash wasnt dispensed. PIX reversal  	General: atm malfunction. cash wasnt dispensed. PIX reversal  		
218	10010551	Customer	104920	09/13/16	Misleading / False information		Call Center	San Antonio, TX	3246188	E0013	Consumer Banking	Checking	General: customer is upset that he had an atm malfucntion  	General: customer is upset that he had an atm malfucntion  		
219	10000214	Customer	104705	11/05/16	Unauthorized Activity / Lack of Consent		Social Media	Louisville, KY	3246376	C0045	Consumer Banking	Checking	customer got a return check fee because agent put in wrong checking account number waived fee as bank error   	customer got a return check fee because agent put in wrong checking account number waived fee as bank error   		
220	10000730	Customer	103188	03/13/17	Misleading / False information		Branch	Spartanburg, SC	3246213	C0043	Consumer Banking	Checking	General: true party states that she received call regarding transfering accounts to consolidate.  She says she did not request any balance transfers. and the person had all of her banking information. she says that they called her from multiple phone numbers, and was supprised that the transactions were done without authorization. i see that they were sales calls in the notes.  	General: true party states that she received call regarding transfering accounts to consolidate.  She says she did not request any balance transfers. and the person had all of her banking information. she says that they called her from multiple phone numbers, and was supprised that the transactions 		
221	10000326	Customer	103828	09/01/16	Unauthorized Activity / Lack of Consent		Call Center	Houston, TX	3246423	W0035	Consumer Banking	Credit Card	Customer constantly loses his debit card and comes In for temp, never receives new one at his home he states. Checked mail on file and seems to be correct. he is extremely rude and wants us to send it to the bank instead.  	Customer constantly loses his debit card and comes In for temp, never receives new one at his home he states. Checked mail on file and seems to be correct. he is extremely rude and wants us to send it to the bank instead.  		
222	10007454	Customer	102000	10/18/16	Inappropriate Sales Tactics		Call Center	Honolulu, HI	3246447	C0041	Business Banking	Business Lending	General: Cx complained that atm took their money and didnt deposit for the correct amount.  	General: Cx complained that atm took their money and didnt deposit for the correct amount.  		
223	10009455	Customer	104223	06/28/16	Unauthorized Activity / Lack of Consent		Call Center	Charlotte, NC	3246397	E0003	Business Banking	Business Lending	Customer not happy that the ATM is not working  Complaint Type Other: ATM not working  	Customer not happy that the ATM is not working  Complaint Type Other: ATM not working  		
224	10003793	Customer	100175	10/02/17	Unauthorized Activity / Lack of Consent		Social Media	Stamford, CT	3246128	E0009	Consumer Banking	Checking	General: atm check deposit error. not the first time this has happened and she is getting tired of this. and this is her regular atm... and it kept her atm card  	General: atm check deposit error. not the first time this has happened and she is getting tired of this. and this is her regular atm... and it kept her atm card  		
225	10005300	Customer	104532	05/04/16	Misleading / False information		Social Media	Edmond, OK	3246184	C0042	Consumer Banking	Credit Card	 * Complaint Type Not Listed:Atm Check Deposit - Check stuck in machine * Action Taken Not Listed:Contacted Atm/Debit - Network Support  	 * Complaint Type Not Listed:Atm Check Deposit - Check stuck in machine * Action Taken Not Listed:Contacted Atm/Debit - Network Support  		
226	10005591	Customer	103302	07/06/17	Misleading / False information		Call Center	Oklahoma City, OK	3246261	E0010	Consumer Banking	Credit Card	waived due to bank error  	waived due to bank error  		
227	10007813	Customer	103664	11/28/16	Unauthorized Activity / Lack of Consent		Call Center	Miami Beach, FL	3246313	C0045	Business Banking	Business Lending	 * Complaint Type Not Listed:processing previous associates she spoke with were unprofessional  	 * Complaint Type Not Listed:processing previous associates she spoke with were unprofessional  		
228	10006878	Customer	100460	05/25/16	Manipulation/misrepresentation of sales		Social Media	Jamaica, NY	3246255	E0023	Business Banking	Business Lending	 asked about the deceased hold advised that it would be placed on the account so no funds could go out, said he recieved a notice in the mail about a transaction, advised it was reoccurring and he could call the company and request a credit. said that his niece called and spoke to a man who was rude  	 asked about the deceased hold advised that it would be placed on the account so no funds could go out, said he recieved a notice in the mail about a transaction, advised it was reoccurring and he could call the company and request a credit. said that his niece called and spoke to a man who was rude		
229	10010612	Customer	100334	10/25/17	Unauthorized Activity / Lack of Consent		Social Media	Montgomery, AL	3246450	E0013	Consumer Banking	Checking	ATA MALFUNCTION CHECK CASHED BUT ATM RETURNED CHECK TO CUSTOMER INSTEAD OF CASH CLAIMS RECIPT GIVEN AND REFFRED TO ALTERNATE ATM TO CASH CHECK SINCE THEIR IS AN ISSUE   	ATA MALFUNCTION CHECK CASHED BUT ATM RETURNED CHECK TO CUSTOMER INSTEAD OF CASH CLAIMS RECIPT GIVEN AND REFFRED TO ALTERNATE ATM TO CASH CHECK SINCE THEIR IS AN ISSUE   		
230	10003948	Customer	106134	04/08/16	Inappropriate Sales Tactics		Call Center	Dallas, TX	3246240	W0028	Consumer Banking	Checking	General: customer is concerned that the atm malfunctioned and did not process his check deposit correctly.  	General: customer is concerned that the atm malfunctioned and did not process his check deposit correctly.  		
231	10001528	Customer	102319	10/12/16	Misleading / False information		Call Center	Berkeley, CA	3246280	C0041	Consumer Banking	Checking	  Left a message at 408-509-0691.  Customer will have to call to file a claim.  Will call the customer again. left message with the customer.  The customer got credited for 200 on 03/20/17.  Case closed Spoke with the customer to confirm that claim was filed for her.  She will receive credit of 200 within 24 hrs.  Changed due date to make sure to check for customer claim #170320111367 will make sure to call research adjustment to credit 200 to the customer changed due date to follow up for the customer as of today the adjustment was not made yet.  Will make sure to follow up on Monday for her.  Spoke with the customer and advised the customer to file a claim.  Customer will file a claim.  Will follow up with the customer  SMALL BUSINESS DEPOSIT ACCOUNTS-Checking, Savings Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned Customer made a deposit on 2/26/2017 on ICAN4134 for $265. but the atm only printed a receipt for her deposit for  $65. Customer is missing $200. Please help crediting the rest of her deposit.Thank you	  Left a message at 408-509-0691.  Customer will have to call to file a claim.  Will call the customer again. left message with the customer.  The customer got credited for 200 on 03/20/17.  Case closed Spoke with the customer to confirm that claim was filed for her.  She will receive credit of 200 		
232	10006204	Customer	105479	10/26/17	Inappropriate Sales Tactics		Call Center	Saint Paul, MN	3246139	W0040	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
233	10001362	Customer	106130	06/17/17	Unauthorized Activity / Lack of Consent		Call Center	Long Beach, CA	3246309	W0037	Consumer Banking	Checking	General: custoemr says the stupid atm ate 4 of his checks..thats a alot of money to be missing  	General: custoemr says the stupid atm ate 4 of his checks..thats a alot of money to be missing  		
234	10010084	Customer	103856	06/13/17	Inappropriate Sales Tactics		Social Media	Asheville, NC	3246389	E0010	Business Banking	Merchant Services	Client is upset that he has to wait a whole month for his auto redemption to go through, is also upset that we send him emails, said i was rude. said he would sue bank of america over email fraud.   	Client is upset that he has to wait a whole month for his auto redemption to go through, is also upset that we send him emails, said i was rude. said he would sue bank of america over email fraud.   		
235	10008693	Customer	100377	07/16/16	Unauthorized Activity / Lack of Consent		Branch	Indianapolis, IN	3246459	W0035	Business Banking	Business Lending	ecoe-cust upset atm machine ISCN3266  dep cash went in -unable to process  	ecoe-cust upset atm machine ISCN3266  dep cash went in -unable to process  		
236	10002056	Customer	102121	03/21/17	Misleading / False information		Call Center	Brooklyn, NY	3246307	W0026	Consumer Banking	Checking	lobby ATM not working  	lobby ATM not working  		
237	10006942	Customer	100771	01/07/16	Inappropriate Sales Tactics		Social Media	Richmond, VA	3246318	E0011	Business Banking	Business Lending	CUSTOMER UPSET TAHT THE ATM KEPT HER DEBIT CARD    	CUSTOMER UPSET TAHT THE ATM KEPT HER DEBIT CARD    		
238	10009341	Customer	100471	04/26/16	Unauthorized Activity / Lack of Consent		Call Center	Lexington, KY	3246303	C0041	Business Banking	Business Lending	ecoe-cust upset atm machine took the card-put crd in backwards -reboot so cust wants this same crd back out of the machine it was explained we w have to get cust new crd then cust not happy about this  	ecoe-cust upset atm machine took the card-put crd in backwards -reboot so cust wants this same crd back out of the machine it was explained we w have to get cust new crd then cust not happy about this  		
239	10002139	Customer	106404	12/13/16	Unauthorized Activity / Lack of Consent		Call Center	Washington, DC	3246303	C0041	Consumer Banking	Credit Card	customer was upset with one of csr. stated that csr was rude and non understanding.  	customer was upset with one of csr. stated that csr was rude and non understanding.  		
240	10005805	Customer	103098	04/22/17	Misleading / False information		Call Center	Phoenix, AZ	3246434	E0013	Consumer Banking	Checking	 * Complaint Type Not Listed:banking center in norfolk VA is rude to customer always.  	 * Complaint Type Not Listed:banking center in norfolk VA is rude to customer always.  		
241	10010075	Customer	100913	02/07/17	Manipulation/misrepresentation of sales		Social Media	Houston, TX	3246420	W0031	Business Banking	Merchant Services	Card captured at ATM - not account holder - advised of ATM with teller assist and advised card holder needs to contact us directly for replacement.    	Card captured at ATM - not account holder - advised of ATM with teller assist and advised card holder needs to contact us directly for replacement.    		
242	10001725	Customer	105290	01/03/16	Unauthorized Activity / Lack of Consent		Call Center	Fort Lauderdale, FL	3246235	W0034	Consumer Banking	Credit Card	cust inserted check for cashing ata returned check but it was stuck and retracted by ATA provided claims receipt cust not happy  	cust inserted check for cashing ata returned check but it was stuck and retracted by ATA provided claims receipt cust not happy  		
243	10004960	Customer	106314	01/25/17	Unauthorized Activity / Lack of Consent		Social Media	Lexington, KY	3246302	W0032	Consumer Banking	Checking	General: atm didn't post deposit, malfunctioned mid transaction and kept card and check  	General: atm didn't post deposit, malfunctioned mid transaction and kept card and check  		
244	10005400	Customer	102224	02/02/16	Manipulation/misrepresentation of sales		Branch	Saint Louis, MO	3246328	W0029	Consumer Banking	Credit Card	General: ATM cash deposit did not post for the correct amount  	General: ATM cash deposit did not post for the correct amount  		
245	10009125	Customer	101686	01/09/16	Unauthorized Activity / Lack of Consent		Branch	Pensacola, FL	3246360	C0043	Business Banking	Business Lending	General: ATM didn't deposit the correct amount of the depsoit into the account  	General: ATM didn't deposit the correct amount of the depsoit into the account  		
246	10004629	Customer	103335	08/09/16	Unauthorized Activity / Lack of Consent		Branch	Lubbock, TX	3246241	C0042	Consumer Banking	Credit Card	General: cx unhappy with atm malfunction; concerned about the missing check in the atm  	General: cx unhappy with atm malfunction; concerned about the missing check in the atm  		
247	10005920	Customer	103994	07/16/17	Unauthorized Activity / Lack of Consent		Call Center	Marietta, GA	3246245	E0017	Consumer Banking	Checking	the ATM was not working again and there was not enough staff working.  customer was upset she had to wait.   	the ATM was not working again and there was not enough staff working.  customer was upset she had to wait.   		
248	10008428	Customer	103498	07/30/16	Unauthorized Activity / Lack of Consent		Call Center	Chicago, IL	3246155	E0005	Business Banking	Merchant Services	CARDHOLDER DISPUTES THE $27 LATE FEE AS A RESULT OF A LATE PAYMENT MADE IN OCTOBER 2016. I EXPLAINED THE PAYMENT HISTORY TO THE CUSTOMER AND THE CONTRACTUAL DUE DATE. CARDHOLDER KEPT INSISTING HIS LATE PAYMENT WAS A RESULT OF A BANK ERROR AND DID NOT ACCEPT OWNERSHIP OF THE LATE PAYMENT THAT WAS MADE.  	CARDHOLDER DISPUTES THE $27 LATE FEE AS A RESULT OF A LATE PAYMENT MADE IN OCTOBER 2016. I EXPLAINED THE PAYMENT HISTORY TO THE CUSTOMER AND THE CONTRACTUAL DUE DATE. CARDHOLDER KEPT INSISTING HIS LATE PAYMENT WAS A RESULT OF A BANK ERROR AND DID NOT ACCEPT OWNERSHIP OF THE LATE PAYMENT THAT WAS MAD		
249	10006783	Customer	100110	04/08/16	Inappropriate Sales Tactics		Social Media	Albany, NY	3246309	W0037	Business Banking	Business Lending	Customer Feedback -- Opportunity -- Miscellaneous //Member called and stated there is a late payment reporting for US Bank and she has never been late. I apologized to member. I sent her copies of the dispute form. I advised how to file the dispute. Member was upset I can not file for her. I apologized and informed she would need to. I attempted to help her file dispute online and she could not find the correct section on the dispute link. I sent the dispute forms. Member is satisfied.    	Customer Feedback -- Opportunity -- Miscellaneous //Member called and stated there is a late payment reporting for US Bank and she has never been late. I apologized to member. I sent her copies of the dispute form. I advised how to file the dispute. Member was upset I can not file for her. I apologi		
250	10003463	Customer	103638	01/03/17	Manipulation/misrepresentation of sales		Social Media	San Jose, CA	3246311	E0007	Consumer Banking	Credit Card	  see case notes Called customer at verified phone number on case and left message for the customer to call the commit status line for assistance. Please try to assist the customer and or document a complaint.  SMALL BUSINESS DEPOSIT ACCOUNTS-Checking, Savings Account Research Complex Account Research-Routes **Maritz Platform Survey**23-MarI need to speak to someone about how my business associate and I were treated at  one of  your branch locations. I would like to speak to you directly so that I  might be pointed in  the right direction because I need to verify if information I  was given was accurate and  who I can speak to in order to put in an executive  complaint in on the manager there.  There operation is unprofessional, they judged  and discriminated us based on our attire  and age. The manager deliberately    disrespected and ignored us as we were still  speaking to her.  We appreciate you  all at the Lake Mary branch because you all have  always been helpful and  professional and are the only reason we still bank with Bank of  America. My  family Enid Nolasks, Carmen Huston & Richard Huston, and Lorissa Nolasks all  bank  with your establishment. We all bank with you and all want to be treated with   dignity, respect, and equality that we deserve and do not want to be  discriminated against  based on our financial situations, age, color, race,  attire, or sexual preference.xxxxx needs a new job. She does not need to be an assistant manager  assisting any business in thier day to day operations if you want  customers to stay. She is rude, incompassionate, clearly ready for  retirement, has an attitude, is unprofessional, unwilling to help, and  should not be in the position she is in. Treatment	  see case notes Called customer at verified phone number on case and left message for the customer to call the commit status line for assistance. Please try to assist the customer and or document a complaint.  SMALL BUSINESS DEPOSIT ACCOUNTS-Checking, Savings Account Research Complex Account Resear		
251	10002692	Customer	102066	06/01/16	Manipulation/misrepresentation of sales		Social Media	Henderson, NV	3246188	E0013	Consumer Banking	Credit Card	cash acceptor not working and  cust said it's like every atm w/ teller assist machine has something wrong with them   	cash acceptor not working and  cust said it's like every atm w/ teller assist machine has something wrong with them   		
252	10007128	Customer	102242	02/01/16	Inappropriate Sales Tactics		Call Center	San Diego, CA	3246228	C0041	Business Banking	Business Lending	General: customer upset with how long it will take to get his temp credit. Customer was upset that the atm he used malfunctioned.  	General: customer upset with how long it will take to get his temp credit. Customer was upset that the atm he used malfunctioned.  		
253	10005385	Customer	101474	09/28/17	Misleading / False information		Social Media	Escondido, CA	3246207	E0007	Consumer Banking	Checking	atm payover stop working  * Complaint Type Not Listed:atm payover not working  	atm payover stop working  * Complaint Type Not Listed:atm payover not working  		
254	10005657	Customer	101958	07/19/17	Unauthorized Activity / Lack of Consent		Call Center	Dulles, VA	3246275	C0044	Consumer Banking	Checking	previous atm ate debit card ref to cust service   	previous atm ate debit card ref to cust service   		
255	10009163	Customer	106690	01/20/16	Unauthorized Activity / Lack of Consent		Social Media	London, KY	3246417	C0044	Business Banking	Merchant Services	General: ATM took cust check without crediting account  	General: ATM took cust check without crediting account  		
256	10008577	Customer	104584	11/27/16	Misleading / False information		Call Center	San Francisco, CA	3246345	E0007	Business Banking	Merchant Services	Jazmin Cryor zk6dpwf.  CX expressed that this associate was extremely rude and acted like she had no interest in helping her whatsoever and felt that part of the reason was due to her struggle with speaking English.   	Jazmin Cryor zk6dpwf.  CX expressed that this associate was extremely rude and acted like she had no interest in helping her whatsoever and felt that part of the reason was due to her struggle with speaking English.   		
257	10005353	Customer	100651	02/27/16	Unauthorized Activity / Lack of Consent		Branch	Austin, TX	3246134	E0016	Consumer Banking	Credit Card	Customer was unable to close acct or get a money order from ATA/ATM.   	Customer was unable to close acct or get a money order from ATA/ATM.   		
258	10007162	Customer	102778	08/24/17	Unauthorized Activity / Lack of Consent		Social Media	New Haven, CT	3246286	C0044	Business Banking	Business Lending	General: customer calling about atm malfunction but the transaction went thru  	General: customer calling about atm malfunction but the transaction went thru  		
259	10004376	Customer	103260	06/01/17	Manipulation/misrepresentation of sales		Call Center	Springfield, MO	3246319	E0002	Consumer Banking	Credit Card	General: atm withdrawal didnt dispense the funds.  	General: atm withdrawal didnt dispense the funds.  		
260	10010264	Customer	101797	05/30/17	Manipulation/misrepresentation of sales		Call Center	Corpus Christi, TX	3246318	E0011	Consumer Banking	Checking	General: cx wanting to know on if we can fix her atm withdrawl she has since she never got the money  	General: cx wanting to know on if we can fix her atm withdrawl she has since she never got the money  		
261	10001163	Customer	103971	09/27/16	Misleading / False information		Call Center	Houston, TX	3246361	E0018	Consumer Banking	Checking	customer states that he never opted for Overdraft protection and claims to be bank error and will not pay the transaction   	customer states that he never opted for Overdraft protection and claims to be bank error and will not pay the transaction   		
262	10003996	Customer	102357	06/20/17	Misleading / False information		Call Center	Cambridge, MA	3246445	E0011	Consumer Banking	Credit Card	Inbound Call - Speaking with: KRISTY L TRUE.  Caller expressed dissatisfaction regarding Foreclosure - Resolution: Escalated to appropriate department.Additional info for Source of Dissatisfaction: she expressed concern that the foreclosure sale has been delayed after her bankruptcy. she expressed concern that she had not been able to speak to a live CRM in the past - just voice mails.. Additional info for Resolution Provided: I advised of the pre-assigned CRM or alternate available to speak directly with her when she calls in. I advised the bankruptcy process could have been an issue with the delay of a foreclosure sale before now. I was advised of the process that must be followed before the Deed in lieu option is considered. updated RFD and financials then warm transferred to alternate pre-assigned CRM per her request. .   	Inbound Call - Speaking with: KRISTY L TRUE.  Caller expressed dissatisfaction regarding Foreclosure - Resolution: Escalated to appropriate department.Additional info for Source of Dissatisfaction: she expressed concern that the foreclosure sale has been delayed after her bankruptcy. she expressed c		
263	10003915	Customer	104142	04/19/17	Misleading / False information		Call Center	Aiken, SC	3246154	E0018	Consumer Banking	Credit Card	customer upset with deposit not crediting to her account from ATM  	customer upset with deposit not crediting to her account from ATM  		
264	10007716	Customer	102385	09/26/16	Unauthorized Activity / Lack of Consent		Call Center	Sunnyvale, CA	3246143	E0002	Business Banking	Merchant Services	General: cx upset about atm malfunction for cash deposit and time it takes for credit to be granted after claim has been processed  	General: cx upset about atm malfunction for cash deposit and time it takes for credit to be granted after claim has been processed  		
265	10001804	Customer	102522	04/23/17	Unauthorized Activity / Lack of Consent		Call Center	Richmond, VA	3246461	E0022	Consumer Banking	Credit Card	General: cx is displesed with the atm malfuntion and now has to wait to get the rest of her money.  	General: cx is displesed with the atm malfuntion and now has to wait to get the rest of her money.  		
266	10009769	Customer	105176	01/10/16	Misleading / False information		Call Center	Bakersfield, CA	3246322	E0024	Business Banking	Business Lending	Bank of America removed the atm in Cashiers NC and Mr. Frye has to drive to Highlands to do all of his banking. Most of the time the atm at the Highlands branch is not working. Today it would not read his checks. They were not creased or anything. This is very inconvenient for him.  	Bank of America removed the atm in Cashiers NC and Mr. Frye has to drive to Highlands to do all of his banking. Most of the time the atm at the Highlands branch is not working. Today it would not read his checks. They were not creased or anything. This is very inconvenient for him.  		
267	10000558	Customer	103784	10/25/17	Manipulation/misrepresentation of sales		Social Media	Charleston, WV	3246110	E0015	Consumer Banking	Credit Card	General: customers debit card captured in atm  	General: customers debit card captured in atm  		
268	10003938	Customer	106224	08/03/17	Unauthorized Activity / Lack of Consent		Social Media	New Haven, CT	3246343	E0022	Consumer Banking	Checking	BANK ERROR, SHE DEPOSITED MONEY YESTERDAY ADN IT SHOULDVE NEVER CHARGED HER AN OVERDRAFT. WE REFUNDED HER MONEY BUT SHE IS UPSET SHE HAD TO COME IN TO THE BANK FOR A BANK ERROR.   	BANK ERROR, SHE DEPOSITED MONEY YESTERDAY ADN IT SHOULDVE NEVER CHARGED HER AN OVERDRAFT. WE REFUNDED HER MONEY BUT SHE IS UPSET SHE HAD TO COME IN TO THE BANK FOR A BANK ERROR.   		
269	10002013	Customer	105334	10/07/17	Unauthorized Activity / Lack of Consent		Social Media	Naples, FL	3246417	C0044	Consumer Banking	Checking	ch upset with having to verify information before agent is able to release  any information..  ch did not have time to speak with agent about this account... ch said consolidation should be contacting BOA in regards to this matter..  	ch upset with having to verify information before agent is able to release  any information..  ch did not have time to speak with agent about this account... ch said consolidation should be contacting BOA in regards to this matter..  		
270	10002841	Customer	102359	04/26/17	Inappropriate Sales Tactics		Social Media	Winston Salem, NC	3246240	W0028	Consumer Banking	Credit Card	General: atm didnt dep check  	General: atm didnt dep check  		
271	10000121	Customer	101668	05/16/17	Unauthorized Activity / Lack of Consent		Call Center	Atlanta, GA	3246171	E0007	Consumer Banking	Credit Card	General: atm didnt post the deposit correctly and cust was upset about the claim process when advising the cust that the funds would not be in the acct for 10 days  	General: atm didnt post the deposit correctly and cust was upset about the claim process when advising the cust that the funds would not be in the acct for 10 days  		
272	10003615	Customer	103538	10/11/17	Unauthorized Activity / Lack of Consent		Social Media	Fresno, CA	3246101	E0003	Consumer Banking	Credit Card	cash rejected by atm  	cash rejected by atm  		
273	10007492	Customer	102266	07/06/16	Unauthorized Activity / Lack of Consent		Social Media	Dallas, TX	3246249	E0001	Business Banking	Business Lending	200 MISSING CASH DEPOSIT ATM ID IMAD1356  	200 MISSING CASH DEPOSIT ATM ID IMAD1356  		
274	10008838	Customer	106096	08/16/17	Unauthorized Activity / Lack of Consent		Branch	Pasadena, CA	3246357	C0043	Business Banking	Business Lending	General: cardholder not happy that the atm malfunctioned and the funds being taken out of account  	General: cardholder not happy that the atm malfunctioned and the funds being taken out of account  		
275	10000619	Customer	103010	07/05/16	Unauthorized Activity / Lack of Consent		Social Media	Oakland, CA	3246171	E0007	Consumer Banking	Credit Card	due to bank error, accts are not linked to offset fees/avoid monthly fees.    enrolled in preferred rewards and linked all accounts to avoid future monthly fees. customer is pleased with resolution   	due to bank error, accts are not linked to offset fees/avoid monthly fees.    enrolled in preferred rewards and linked all accounts to avoid future monthly fees. customer is pleased with resolution   		
276	10003620	Customer	105042	09/04/16	Inappropriate Sales Tactics		Social Media	Baltimore, MD	3246357	C0043	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
277	10008025	Customer	102823	03/01/16	Unauthorized Activity / Lack of Consent		Call Center	Kansas City, MO	3246116	W0027	Business Banking	Business Lending	 * Complaint Type Not Listed:cx may cll bk to dispute trnsaction  	 * Complaint Type Not Listed:cx may cll bk to dispute trnsaction  		
278	10004581	Customer	104624	05/23/17	Misleading / False information		Social Media	Spartanburg, SC	3246407	C0042	Consumer Banking	Checking	  Customer’s $974.00 deposit is missing and now escalating to have it corrected. Checked the cust acct#0505 thru Lean and the missing deposit for $974.00 was credited to the acct on 03-13-17 by TEBS. Reached customer at verified phone# provided. Confirmed the customer full name and the phone number on the profile and provided the customer with the resolution.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes Missing cash Deposit for LIL'L DOG BIG DOG #170, LLC from 03/09/2017. Merlin teller transaction #00112 for teller 003 was not reversed, but did not post in client account.	  Customer’s $974.00 deposit is missing and now escalating to have it corrected. Checked the cust acct#0505 thru Lean and the missing deposit for $974.00 was credited to the acct on 03-13-17 by TEBS. Reached customer at verified phone# provided. Confirmed the customer full name and the phone number 		
279	10009030	Customer	106457	03/13/16	Manipulation/misrepresentation of sales		Branch	Atlanta, GA	3246302	W0032	Business Banking	Merchant Services	Would appreciate it if a sign was put up on the ATM when it is out of service  Complaint Type Other: ATM not working  	Would appreciate it if a sign was put up on the ATM when it is out of service  Complaint Type Other: ATM not working  		
280	10006103	Customer	100792	08/09/16	Misleading / False information		Social Media	Fairfield, CT	3246201	E0017	Consumer Banking	Credit Card	atm captured card  	atm captured card  		
281	10008781	Customer	101375	10/21/17	Misleading / False information		Social Media	Baltimore, MD	3246130	E0003	Business Banking	Business Lending	Atm captured his card  Complaint Type Other: atm capture his card  	Atm captured his card  Complaint Type Other: atm capture his card  		
282	10005519	Customer	105356	05/29/16	Inappropriate Sales Tactics		Social Media	Scottsdale, AZ	3246325	W0026	Consumer Banking	Checking	General: cx upset that atm ate his check and didn't register the amount  	General: cx upset that atm ate his check and didn't register the amount  		
283	10006877	Customer	100254	07/04/16	Inappropriate Sales Tactics		Social Media	Odessa, TX	3246189	E0008	Business Banking	Business Lending	General: atm withdrawal  didnt dispense funds  	General: atm withdrawal  didnt dispense funds  		
284	10010705	Customer	103021	08/21/17	Unauthorized Activity / Lack of Consent		Social Media	Nashville, TN	3246434	E0013	Consumer Banking	Checking	  Action Taken Other: Dennis Cleveland/client had issues with  biz accts not linking, conected to the online servicin unit  	  Action Taken Other: Dennis Cleveland/client had issues with  biz accts not linking, conected to the online servicin unit  		
285	10002042	Customer	104029	11/12/16	Manipulation/misrepresentation of sales		Branch	Las Vegas, NV	3246345	E0007	Consumer Banking	Credit Card	customer had an attitude. requested 20s and 5s. once he recieved his cash he said thats not what he asked for  	customer had an attitude. requested 20s and 5s. once he recieved his cash he said thats not what he asked for  		
286	10003714	Customer	104132	07/25/16	Inappropriate Sales Tactics		Social Media	El Paso, TX	3246449	E0007	Consumer Banking	Credit Card	client has been disputing a transaction amount since January. the correct $ amount should be $20.00 and the merchant charged $200.00 . it has been over 10weeks and feels that the bank does not protect him, in spite we promised &#40;disclosed&#41; that we will be his avocate and honor his relationship. we is feeling we are not believing him and this is very disrespectful. it does not make sense this charge and we still need to investigate  	client has been disputing a transaction amount since January. the correct $ amount should be $20.00 and the merchant charged $200.00 . it has been over 10weeks and feels that the bank does not protect him, in spite we promised &#40;disclosed&#41; that we will be his avocate and honor his relationshi		
287	10000932	Customer	100931	08/02/17	Unauthorized Activity / Lack of Consent		Call Center	Jamaica, NY	3246325	W0026	Consumer Banking	Checking	ata would not take old 100  	ata would not take old 100  		
288	10003881	Customer	104301	06/19/17	Unauthorized Activity / Lack of Consent		Call Center	Albuquerque, NM	3246114	W0035	Consumer Banking	Credit Card	Customer was upset at the ATM not taking deposits  	Customer was upset at the ATM not taking deposits  		
289	10009556	Customer	101272	11/29/16	Inappropriate Sales Tactics		Call Center	Pensacola, FL	3246153	E0022	Business Banking	Business Lending	ch ci to inq about check risk hold 1843.67 from santander ..school refund from college ..ch made dep 03/13 through atm  	ch ci to inq about check risk hold 1843.67 from santander ..school refund from college ..ch made dep 03/13 through atm  		
290	10002138	Customer	105673	08/08/17	Misleading / False information		Social Media	Winston Salem, NC	3246102	E0009	Consumer Banking	Checking	General: Cx worried about funds not going in account due to atm error.  	General: Cx worried about funds not going in account due to atm error.  		
291	10002965	Customer	105160	02/15/17	Inappropriate Sales Tactics		Social Media	Rochester, NY	3246374	W0029	Consumer Banking	Checking	atm took the card  	atm took the card  		
292	10001354	Customer	103299	01/29/16	Unauthorized Activity / Lack of Consent		Social Media	Minneapolis, MN	3246240	W0028	Consumer Banking	Checking	General: atm took check and didnt deposit it. upset cant complete claim as deposit done after 8pm cut off time  	General: atm took check and didnt deposit it. upset cant complete claim as deposit done after 8pm cut off time  		
293	10005465	Customer	104218	03/05/17	Misleading / False information		Social Media	Cedar Rapids, IA	3246351	E0017	Consumer Banking	Credit Card	General: ATM took cust checks &amp; did not give credit.  She said she went to the door to let the reps know &amp; they were rude to her  	General: ATM took cust checks &amp; did not give credit.  She said she went to the door to let the reps know &amp; they were rude to her  		
294	10005336	Customer	102289	04/11/16	Unauthorized Activity / Lack of Consent		Social Media	Cincinnati, OH	3246258	E0005	Consumer Banking	Credit Card	the customer went to atm id igan2900 to make an atm deposit of a check, and it took the check, then gave it back, and initially took his card, then gave it back, and I made a complaint for him, and I authenticated him with his ss#, addr, and dob, and types and nos of accounts.    	the customer went to atm id igan2900 to make an atm deposit of a check, and it took the check, then gave it back, and initially took his card, then gave it back, and I made a complaint for him, and I authenticated him with his ss#, addr, and dob, and types and nos of accounts.    		
295	10007789	Customer	102973	01/19/16	Manipulation/misrepresentation of sales		Call Center	San Jose, CA	3246207	E0007	Business Banking	Business Lending	General: cx upset about a deposit error and bank rep being rude  	General: cx upset about a deposit error and bank rep being rude  		
296	10001554	Customer	106785	06/24/16	Unauthorized Activity / Lack of Consent		Social Media	Savannah, GA	3246325	W0026	Consumer Banking	Checking	said associate was rude to her and hung up on her  	said associate was rude to her and hung up on her  		
297	10002122	Customer	105616	08/10/16	Misleading / False information		Branch	Waco, TX	3246235	W0034	Consumer Banking	Checking	Our valued client was very rude in term asking for a notarization which was not obey by laws on the form - asking Notary Public to copy and past then alter the form then notarize on his behalf- he forces to break the laws- if not accommodation him - he's not happy and asking to close all relationship   	Our valued client was very rude in term asking for a notarization which was not obey by laws on the form - asking Notary Public to copy and past then alter the form then notarize on his behalf- he forces to break the laws- if not accommodation him - he's not happy and asking to close all relationshi		
298	10005355	Customer	100895	11/06/16	Unauthorized Activity / Lack of Consent		Social Media	Atlanta, GA	3246394	W0029	Consumer Banking	Credit Card	  [Case Notes] - The customer said Jay Hojeij was very rude. Was going to close accounts. Customer was working with him for refiance. Wanted to make a official complaint, and would like to have someone call back and make sure issue is resolved. Was told to call in and put in commit case   [Case Comments] - On 3/6/17, the client expressed her frustration over the treatment by the MLO, Jay Hojeij, stating he was very rude. Based on this interaction the client is threatening to close all of her accounts. On 3/7/17 the Sales Manager, Michael Khaireddine, called and spoke with the client. The Sales Manager confirmed that the client does not have a property to purchase at this time, but wanted BAC to match a previous offer she received from Chase Bank in November. When the MLO informed the client we could not match this offer, she became upset. The Sales Manager confirmed with the MLO that he was not rude to the client; but rather the client was rude and upset with him since we could not honor her demands. Once the Sales Manager recapped this scenario to the client, and informed her that would continue to work with her closely and around 90 days we could reexamine the rates, the client was still upset and hung up the phone. Based on this contact and detailed update the case can be closed. [Case Comments] - 3/6/17:  **Preferred Client** Review of file failed to locate the client in any of the systems, ACAPS, iFulfill or StatusMart. BSL will need to conduct additional review in AM since file was assigned at EOB. [Case Comments] - 3/7/17:  **Preferred Client** Sent the new initial email template to the Sales Manager, Michael Khaireddine, and cc'd his manager, Nash Arabo. On 3/6/17, the client expressed her frustration over the treatment by the MLO, Jay Hojeij, stating he was very rude. Based on this interaction the client is threatening to close all of her accounts.  Mortgage Sales and Fulfillment Communication Treatment - Rude or Impersonal To Customer The customer said Jay Hojeij was very rude. Was going to close accounts. Customer was working with him for refiance. Wanted to make a official complaint, and would like to have someone call back and make sure issue is resolved. Was told to call in and put in commit case   On 3/7/17 the Sales Manager, Michael Khaireddine, called and spoke with the client. The Sales Manager confirmed that the client does not have a property to purchase at this time, but wanted BAC to match a previous offer she received from Chase Bank in November. When the MLO informed the client we could not match this offer, she became upset. The Sales Manager confirmed with the MLO that he was not rude to the client; but rather the client was rude and upset with him since we could not honor her demands. Once the Sales Manager recapped this scenario to the client, and informed her that would continue to work with her closely and around 90 days we could reexamine the rates, the client was still upset and hung up the phone. Based on this contact and detailed update the case can be closed.On 3/6/17, the client expressed her frustration over the treatment by the MLO, Jay Hojeij, stating he was very rude. Based on this interaction the client is threatening to close all of her accounts.	  [Case Notes] - The customer said Jay Hojeij was very rude. Was going to close accounts. Customer was working with him for refiance. Wanted to make a official complaint, and would like to have someone call back and make sure issue is resolved. Was told to call in and put in commit case   [Case Comm		
299	10006803	Customer	107096	02/28/16	Unauthorized Activity / Lack of Consent		Branch	Oakland, CA	3246313	C0045	Business Banking	Business Lending	he was using swear words and did not like our policy for safe box entry. very upset and very rude.  	he was using swear words and did not like our policy for safe box entry. very upset and very rude.  		
300	10007465	Customer	103359	06/01/17	Inappropriate Sales Tactics		Social Media	Baltimore, MD	3246153	E0022	Business Banking	Business Lending	cx.unsatisfied with ATA that it did not print a receipt  	cx.unsatisfied with ATA that it did not print a receipt  		
301	10007190	Customer	101378	09/01/17	Inappropriate Sales Tactics		Social Media	Jamaica, NY	3246272	W0033	Business Banking	Business Lending	General: ATM Malfunction  	General: ATM Malfunction  		
302	10009982	Customer	106299	07/28/17	Inappropriate Sales Tactics		Social Media	Tampa, FL	3246153	E0022	Business Banking	Merchant Services	General: CUST UPSET ABOUT THE ATM MALFUNCTION  	General: CUST UPSET ABOUT THE ATM MALFUNCTION  		
303	10000993	Customer	103806	06/22/16	Unauthorized Activity / Lack of Consent		Social Media	Harrisburg, PA	3246199	E0013	Consumer Banking	Credit Card	General: ATM CASH DEPOSIT MALFUNCTION  	General: ATM CASH DEPOSIT MALFUNCTION  		
304	10008887	Customer	100699	03/15/17	Inappropriate Sales Tactics		Call Center	New York City, NY	3246231	E0015	Business Banking	Business Lending	ch ci to inq that she was trying to with/ 1000.00 from the atm in egypt and it was not letting her..edu od error  	ch ci to inq that she was trying to with/ 1000.00 from the atm in egypt and it was not letting her..edu od error  		
305	10008987	Customer	106324	11/22/16	Unauthorized Activity / Lack of Consent		Call Center	Des Moines, IA	3246317	E0010	Business Banking	Business Lending	card captured by bofa atm  	card captured by bofa atm  		
306	10004344	Customer	103212	05/10/16	Unauthorized Activity / Lack of Consent		Social Media	Saint Louis, MO	3246179	E0006	Consumer Banking	Checking	General: cx was upset becuase they deposited a 264.00 check into the atm it kept the check but didn't credit their account.  	General: cx was upset becuase they deposited a 264.00 check into the atm it kept the check but didn't credit their account.  		
307	10001031	Customer	105345	03/17/17	Inappropriate Sales Tactics		Social Media	Lansing, MI	3246463	W0033	Consumer Banking	Checking	General: Cx went ot non BOA ATM and never received cash and it ate his card. Unable to file claim for that reason.  	General: Cx went ot non BOA ATM and never received cash and it ate his card. Unable to file claim for that reason.  		
308	10010000	Customer	100327	04/04/17	Inappropriate Sales Tactics		Call Center	Chicago, IL	3246237	E0002	Business Banking	Business Lending	General: upset with previous agent being rude  	General: upset with previous agent being rude  		
309	10003080	Customer	104047	10/17/16	Manipulation/misrepresentation of sales		Call Center	Jamaica, NY	3246442	C0042	Consumer Banking	Checking	no one at the branch listened to the Customer - Preston lakes branch in Plano Texas 3260 preston rd. visited branch on the 3/11 - the associates were rude to her - Shilpi & Lesa & Alex were rude to her- so she decided to pull the remaining out & open an account for this at another bank  This was only for the estate account  * Action Taken Not Listed:customer wanted assistance regarding fees -   	no one at the branch listened to the Customer - Preston lakes branch in Plano Texas 3260 preston rd. visited branch on the 3/11 - the associates were rude to her - Shilpi & Lesa & Alex were rude to her- so she decided to pull the remaining out & open an account for this at another bank  This was onl		
310	10001680	Customer	101588	10/26/16	Unauthorized Activity / Lack of Consent		Social Media	Hartford, CT	3246258	E0005	Consumer Banking	Credit Card	he said that hes been with us since he was 16 years old. why he gets a fee when he use his card but never got the product because it was denied, he said he did not understand that. explained to him that his OD setting is Decline All and he said he did not signed up for that. He said why the previous associate did not offer other setting for him  and also she is rude to him if she only explain that to him he will understan that, submitted SR to changed him OD setting to accept all transaction  	he said that hes been with us since he was 16 years old. why he gets a fee when he use his card but never got the product because it was denied, he said he did not understand that. explained to him that his OD setting is Decline All and he said he did not signed up for that. He said why the previous		
311	10008730	Customer	102264	08/17/16	Manipulation/misrepresentation of sales		Social Media	Arlington, VA	3246312	W0036	Business Banking	Business Lending	customers card was blocked and no one told her that she can withdraw from the ata machine with her id. customer was very upset.   	customers card was blocked and no one told her that she can withdraw from the ata machine with her id. customer was very upset.   		
312	10000457	Customer	103867	07/14/17	Unauthorized Activity / Lack of Consent		Social Media	Chicago, IL	3246119	E0017	Consumer Banking	Credit Card	General: customer upset about time frame for customer to recieve funds from atm malfunction  	General: customer upset about time frame for customer to recieve funds from atm malfunction  		
313	10000184	Customer	104582	09/02/17	Unauthorized Activity / Lack of Consent		Call Center	Worcester, MA	3246189	E0008	Consumer Banking	Credit Card	General: Customer is upset ATM malfunction and that funds were removed from the account and she could not hear me.  	General: Customer is upset ATM malfunction and that funds were removed from the account and she could not hear me.  		
314	10009834	Customer	100761	03/09/17	Unauthorized Activity / Lack of Consent		Call Center	Allentown, PA	3246114	W0035	Business Banking	Business Lending	  Complaint Type Other: cust tried to get cash from atm and pin wouldnt work   	  Complaint Type Other: cust tried to get cash from atm and pin wouldnt work   		
315	10006890	Customer	105611	09/03/16	Manipulation/misrepresentation of sales		Social Media	Los Angeles, CA	3246360	C0043	Business Banking	Business Lending	General: ATM Cash Deposit took all the money but did not post any to the acct &amp; did not give back an funds to the Cx - filed clalim  	General: ATM Cash Deposit took all the money but did not post any to the acct &amp; did not give back an funds to the Cx - filed clalim  		
316	10000826	Customer	104723	06/10/17	Unauthorized Activity / Lack of Consent		Branch	Tucson, AZ	3246128	E0009	Consumer Banking	Checking	ch sd one rep was so mean to her asking her didnt she know this already..apolog to ch for her experience  	ch sd one rep was so mean to her asking her didnt she know this already..apolog to ch for her experience  		
317	10008107	Customer	103659	07/20/16	Unauthorized Activity / Lack of Consent		Call Center	San Diego, CA	3246185	E0019	Business Banking	Business Lending	 * Complaint Type Not Listed:atm is not taking checks customer wnt to 2 atma  	 * Complaint Type Not Listed:atm is not taking checks customer wnt to 2 atma  		
318	10006207	Customer	100090	06/13/16	Misleading / False information		Call Center	Waterbury, CT	3246175	C0041	Consumer Banking	Credit Card	Customer was unable to cash check at ATA/ATM due to hold requirement.   	Customer was unable to cash check at ATA/ATM due to hold requirement.   		
319	10005169	Customer	103934	01/04/17	Unauthorized Activity / Lack of Consent		Call Center	Rochester, NY	3246279	W0026	Consumer Banking	Credit Card	General: atm malfunction  	General: atm malfunction  		
320	10007359	Customer	104432	11/01/16	Unauthorized Activity / Lack of Consent		Branch	Mesa, AZ	3246152	W0028	Business Banking	Business Lending	Customer stated that both of the atm's were not working since yesterday when she came through.  Complaint Type Other: atm not working  	Customer stated that both of the atm's were not working since yesterday when she came through.  Complaint Type Other: atm not working  		
321	10006290	Customer	106472	04/21/17	Unauthorized Activity / Lack of Consent		Branch	Detroit, MI	3246175	C0041	Business Banking	Merchant Services	customer did not get deposit rcpt, atm had malfunction  	customer did not get deposit rcpt, atm had malfunction  		
322	10002856	Customer	101471	04/02/16	Misleading / False information		Social Media	Houston, TX	3246303	C0041	Consumer Banking	Checking	General: cx upset atm ate her cash  	General: cx upset atm ate her cash  		
323	10006102	Customer	100647	08/09/17	Inappropriate Sales Tactics		Branch	Washington, DC	3246344	C0043	Consumer Banking	Checking	customer is disputing on inaccurate info and want the ac to be removed and reinvestigated...  Card Holder Received ACDV Control Number 371736178009006 Date Received: 03-07-2017 DC: 102:Account reaffirmed or not included in bankruptcy. Verify Consumer Information Indicator, Account Status, Current Balance, and Payment History Profile. 023:Claims account closed. Verify Account Status, Date Closed, and Payment Rating Research Performed on TSYS Response Code: 22.Updated disputed account information. Additional account information was also updated Finding: Account Status Actual Payment are blank Date of Account Information Date Closed are Incorrect and Modified: Account Status to 11 Date of Account Information to 11/01/2010 Date Closed to 11/01/2010 Actual Payment to 25 A/C Not Reaffirmed A/C Not Reaffirmed Vrfd all other attributes Images faxed Compliant Tracked on Commit Tool A/C wil l not Remove          	customer is disputing on inaccurate info and want the ac to be removed and reinvestigated...  Card Holder Received ACDV Control Number 371736178009006 Date Received: 03-07-2017 DC: 102:Account reaffirmed or not included in bankruptcy. Verify Consumer Information Indicator, Account Status, Current Ba		
324	10003811	Customer	102387	08/11/16	Manipulation/misrepresentation of sales		Call Center	Richmond, VA	3246313	C0045	Consumer Banking	Credit Card	kim addoms cx had a bad experince with the banch cx  being asked why she was transfering her money twice and Ira to checking cx was making transer for personal reasons but was apoched at the matter diffrently cx was are of penalties but cx  said she was condensending toward her very rude toward the cx she just walk out and dirrent complete the transfer...  * Complaint Type Not Listed: 431 North Main Street East longmedow, MA 01028    	kim addoms cx had a bad experince with the banch cx  being asked why she was transfering her money twice and Ira to checking cx was making transer for personal reasons but was apoched at the matter diffrently cx was are of penalties but cx  said she was condensending toward her very rude toward the 		
325	10005432	Customer	102338	10/15/17	Unauthorized Activity / Lack of Consent		Call Center	South Bend, IN	3246267	W0036	Consumer Banking	Credit Card	there weren't chairs available at the ATA machine term ID: TCAD1139 was uncomfortable  	there weren't chairs available at the ATA machine term ID: TCAD1139 was uncomfortable  		
326	10010175	Customer	104468	03/02/17	Manipulation/misrepresentation of sales		Branch	Charleston, WV	3246201	E0017	Business Banking	Business Lending	customer complained about the atm not working early this morning  	customer complained about the atm not working early this morning  		
327	10009888	Customer	105926	06/23/16	Inappropriate Sales Tactics		Social Media	Fort Worth, TX	3246434	E0013	Business Banking	Merchant Services	General: atm ate checks he is very frustrated. and several times that this has occured  	General: atm ate checks he is very frustrated. and several times that this has occured  		
328	10000131	Customer	104650	06/17/16	Misleading / False information		Social Media	Reston, VA	3246296	E0025	Consumer Banking	Checking	General: rep was rude to her yesterday  	General: rep was rude to her yesterday  		
329	10005442	Customer	106905	07/19/16	Misleading / False information		Call Center	Chicago, IL	3246452	E0015	Consumer Banking	Checking	General: Atm Deposit didnt post correctly  	General: Atm Deposit didnt post correctly  		
330	10002793	Customer	105986	03/21/17	Misleading / False information		Call Center	Atlanta, GA	3246208	C0044	Consumer Banking	Credit Card	General: Atm Error, cash was not deposited into the cx account nor was the cash returned to the cx.  	General: Atm Error, cash was not deposited into the cx account nor was the cash returned to the cx.  		
331	10008759	Customer	105412	01/31/17	Inappropriate Sales Tactics		Call Center	Chicago, IL	3246295	W0027	Business Banking	Merchant Services	ATM ATE HIS CARD  	ATM ATE HIS CARD  		
332	10007857	Customer	105597	09/02/17	Inappropriate Sales Tactics		Social Media	Lake Worth, FL	3246268	C0045	Business Banking	Merchant Services	customer stated that he contact the check fraud department and they told him to go to his local bank to withdraw the funds from his account. customer spoke with another associate here, the associated stated that he was unable to get the money from his account. customer's mother storms into my office requesting to see the manager, at the moment the manager was here with me. we listened to her statement and we went to see if we could take money from his account from teller window. we were not able to take money from his account. I brought them back to the office by myself and called risk, fraud, and check fraud department. each department indicate that an investigation is going on with the account and customer would have to wait. customer's mother refuses to leave and insist that they talk to her and not her son&#40; son will be 21 in April&#41;. mother also mention that someone from check fraud department told her that it was illegal for a bank to hold your money when you don't owe the bank. she mention that it was a manager in the check fraud department by the name of Erin. mother was extremely rude and over talking me and twisting my words, not allowing me to help them. I even tried to offer her to speak with the associate over the phone, however the associated stated that they don't talk to customer and especially anyone that's not on the account. the associate was able to her how the mother was talking. mother stated that she worked in banking before and she knows the procedures. I told her that I was trying to help them and I understand. mother refuse to leave and her tone of voice was extremely loud. I was unable to explain what was going on, because she was over talking me and cutting in when I was trying to explain. I finally got n associate that stated that she was going to submit a request to release funds and don't know the timeframe an when customer would be able to get money. mother was still unhappy and I went to manager again to see if we can give customer       Action Taken Other: contact check fraud department. { &#40;his money offline, manager was able to&#41; contnue from below notes}  contact check fraud department. { &#40;his money offline, manager was able to&#41; contnue from belo	customer stated that he contact the check fraud department and they told him to go to his local bank to withdraw the funds from his account. customer spoke with another associate here, the associated stated that he was unable to get the money from his account. customer's mother storms into my office		
333	10001073	Customer	105426	06/22/17	Manipulation/misrepresentation of sales		Social Media	Miami, FL	3246146	W0037	Consumer Banking	Credit Card	associate was nasty and rude to the customer, was not polite, customer could not believe how rude the associate was to him- viscount finacial center, 1212 hawkins blvd, el paso tx.   	associate was nasty and rude to the customer, was not polite, customer could not believe how rude the associate was to him- viscount finacial center, 1212 hawkins blvd, el paso tx.   		
334	10005565	Customer	104771	08/27/17	Inappropriate Sales Tactics		Social Media	Miami, FL	3246275	C0044	Consumer Banking	Checking	CUSTOMER EXPRESSED DISSATISFACTION WITH SETTING UP PAYMENT ARRANGEMENTS AND HIS ACCOUNT STILL BEING CLOSED;IF HE WOULDVE KNOWN HE WOULD HAVE MADE SURE HIS ACCOUNT WOULD NOT HAVE CLOSED;HE STATED HE WAS LIED TO;HE STATED THIS IS NOT PROFESSIONAL  	CUSTOMER EXPRESSED DISSATISFACTION WITH SETTING UP PAYMENT ARRANGEMENTS AND HIS ACCOUNT STILL BEING CLOSED;IF HE WOULDVE KNOWN HE WOULD HAVE MADE SURE HIS ACCOUNT WOULD NOT HAVE CLOSED;HE STATED HE WAS LIED TO;HE STATED THIS IS NOT PROFESSIONAL  		
335	10005091	Customer	100487	10/06/16	Misleading / False information		Call Center	Louisville, KY	3246331	E0002	Consumer Banking	Checking	 * Complaint Type Not Listed:IWAD0906 - ATM withdrawl error  	 * Complaint Type Not Listed:IWAD0906 - ATM withdrawl error  		
336	10006559	Customer	103601	02/10/16	Inappropriate Sales Tactics		Call Center	Akron, OH	3246420	W0031	Business Banking	Business Lending	ATM CASH DEPOSIT INQ$1300.00 ATM CAPTURED DEBIT CARD  	ATM CASH DEPOSIT INQ$1300.00 ATM CAPTURED DEBIT CARD  		
337	10002355	Customer	100136	01/03/17	Inappropriate Sales Tactics		Call Center	Huntington, WV	3246191	E0023	Consumer Banking	Credit Card	customer  very  upset  with  claims  dept  that  would  not  help  him  redo  a  claim  from  july  for  a  product  never  received  and  said  claims  rep  was  very  rude and  would  not  listen  to  customer  	customer  very  upset  with  claims  dept  that  would  not  help  him  redo  a  claim  from  july  for  a  product  never  received  and  said  claims  rep  was  very  rude and  would  not  listen  to  customer  		
338	10007586	Customer	105392	06/12/16	Inappropriate Sales Tactics		Call Center	Phoenix, AZ	3246157	C0043	Business Banking	Business Lending	check acceptor down, moved atms  	check acceptor down, moved atms  		
339	10001045	Customer	100563	03/14/16	Unauthorized Activity / Lack of Consent		Social Media	Spokane, WA	3246295	W0027	Consumer Banking	Credit Card	General: ch expressed concern about ATM malfunction  	General: ch expressed concern about ATM malfunction  		
340	10007016	Customer	101155	01/16/17	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246444	W0031	Business Banking	Business Lending	General: cu upset about atm malfunction  	General: cu upset about atm malfunction  		
341	10002000	Customer	107041	05/24/16	Manipulation/misrepresentation of sales		Call Center	Gaithersburg, MD	3246347	W0026	Consumer Banking	Credit Card	atm deposit issue and card captured   	atm deposit issue and card captured   		
342	10004338	Customer	100519	07/31/17	Unauthorized Activity / Lack of Consent		Call Center	New Orleans, LA	3246124	W0031	Consumer Banking	Credit Card	link problem caused fee and upset feelings  	link problem caused fee and upset feelings  		
343	10005296	Customer	102272	01/31/17	Inappropriate Sales Tactics		Social Media	Fort Myers, FL	3246102	E0009	Consumer Banking	Credit Card	          CUSTOMER UPSET ATM KEPT CARD   	          CUSTOMER UPSET ATM KEPT CARD   		
344	10009290	Customer	103127	11/19/16	Manipulation/misrepresentation of sales		Social Media	Washington, DC	3246252	C0044	Business Banking	Merchant Services	atm capture card   	atm capture card   		
345	10009689	Customer	102920	09/01/16	Unauthorized Activity / Lack of Consent		Call Center	San Diego, CA	3246428	E0004	Business Banking	Merchant Services	ATM did not dispense any cash. Listed to reverse on ATM screen.   	ATM did not dispense any cash. Listed to reverse on ATM screen.   		
346	10005312	Customer	104021	01/21/16	Misleading / False information		Call Center	Austin, TX	3246101	E0003	Consumer Banking	Checking	Wants Bank to follow thought in helping him overturn the decision on the HELOC lien Wants Bank to follow thought in helping him overturn the decision on the HELOC lien loan# 877440046 Request was submitted to bk escalation and bk customer service. See below: From: Jones, Shavonte Sent: Friday, March 03, 2017 8:43 AMTo: COAMBK &amp;lt;bkescalation@bankofamerica.com&amp;gt;; BK Customer Service Escalations &amp;lt;bk_customer_service_escalations@bankofamerica.com&amp;gt;Subject: Assistance Needed_ DinkensLoan: 877440046Customer: Michael DinkensHello,Customer is requesting to know if we still offer a cash settlement option within the Settlement Unit of the Bankruptcy Division or did this option expire. If so, can you provide the date of expiration. Please advise.Thank you Attempted to contact customer Michael Dinkens at 8587757772, however there was answer, left message with contact information. Mailing address is located in lamp:PO Box 90513Burton, MI  48509-0513 Resent assistance request to lob: From: Jones, Shavonte Sent: Monday, March 06, 2017 3:11 PMTo: Powell, Darnell &amp;lt;darnell.powell@bankofamerica.com&amp;gt;Subject: FW: Assistance Needed_ DinkensLoan: 877440046Customer: Michael DinkensHello,Customer is requesting to know if we still offer a cash settlement option within the Settlement Unit of the Bankruptcy Division or did this option expire. If so, can you provide the date of expiration. Please advise.Thank you Loan was approved for a TPP effective 4.20.2017 Sent follow up request regarding BK matter: From: Jones, Shavonte Sent: Thursday, March 09, 2017 10:46 AMTo: Powell, Darnell &amp;lt;darnell.powell@bankofamerica.com&amp;gt;Subject: FW: Assistance Needed_ DinkensLoan: 877440046Customer: Michael DinkensHello,Customer is requesting to know if we still offer a cash settlement option within the Settlement Unit of the Bankruptcy Division or did this option expire. If so, can you provide the date of expiration. Please advise.Thank you Contacted borrower  Michael Dinkens at 8587757772, read call recording disclosure, verified last four of ssn and property address, read Miranda. informed Mr. Dinkens I was calling in regard to his correspondence addressed to Mr. Brian Moynihan in regard to the assistance request for his loan. I informed him I have not yet received confirmation on if the cash settlement option is still available in the bk division but I am waiting for confirmation. I informed him however his loan was approved for a tpp with a payment of $81.78 effective 4.20.2017-6.2017. I advised if he wish to accept this offer he can do so by making payment by 4.20.2017 in the amount of $81.78. He understood while stating he rather do a settlement, I stated once I receive confirmation then I will update him and if this cash settlement is still available then he can weigh his options if I receive a response by the effective date of his tpp. he understood, I then asked if he had any questions for me, he asked my name and he confirmed he had my number saved from a previous vm, I thanked him and stated I will contact here once I receive confirmation but he can also reach out to me if he has any questions, he understood, ended call. Still awaiting response from BKLM. Approved by management. Reached Michael Dinkens, gave recording disclosure and he confirmed it was him and asked for a call back in 20 min, did not go further in the call. Spoke to Michael Dinkens at 858-775-7772&#x0D;Calling on behalf of Shaveonte Jones as she is out of the office, just a status call to advise we are still awaiting response for BK department in regard to the cash settlement option.&#x0D;He understood, no other concerns, would just like to move forward on this settlement Spoke with a team manager who informed me on a 2nd lien a cash settlement option can be offered, however the borrower first has to go through the loss mitigation process and be declined for assistance in order to be offered a cash settlement option. Attempted to contact borrower at 8587757772 , however there was no answer, left message with contact information. Attempted to provide resolution to customer, waiting to see if he will return call before a resolution letter is mailed out. PER MANAGEMENT: It appears loan is a HELOC.    There is a settlement program for 2nd liens but they may exclude active or discharged BK.    I&amp;#8217;ve never know BK LOB to be involved in offering such. PER BK LOSS MIT:From: Futrell, Nicole Sent: Monday, March 27, 2017 10:21 AMTo: Butts, Yonnie &amp;lt;yonnie.butts@bankofamerica.com&amp;gt;; Dauz, Mariejune P &amp;lt;mariejune.p.dauz@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;; Cheaney, Charles T &amp;lt;charles.cheaney@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ DinkensGood Morning Yonnie,Per our RMBS history tables, we do not show having received this loan for any of the RMBS programs from Strategy. Thank you,Nicole FutrellSr. Operations Project Analyst Default Servicing Operation SolutionsOffice: 972-526-6944nicole.futrell@bankofamerica.comFrom: Butts, Yonnie Sent: Monday, March 27, 2017 9:15 AMTo: Dauz, Mariejune P &amp;lt;mariejune.p.dauz@bankofamerica.com&amp;gt;; Futrell, Nicole &amp;lt;nicole.futrell@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ Dinkens+ Nicole Futrell.Nicole &amp;#8211; was this borrower considered for RMBS?Thanks,Yonnie ButtsServicing OperationsAVP;Case Mgmt Team Mgr IIFrom: Dauz, Mariejune P Sent: Monday, March 27, 2017 8:44 AMTo: Butts, Yonnie &amp;lt;yonnie.butts@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ DinkensWould this loan qualified for the RMBS Settlement (DOJ Program ) ??    Mariejune Pula (Marie) DauzOfficerBankruptcy &amp;#8211; BK Loss Mitigation Bank of AmericaTX8-044-02-02, 16001 N Dallas Pkwy, Addison, TX 75001(O) 469.201.4313 Will inform borrower that Bankruptcy division does not  do settlements:From: Dauz, Mariejune P Sent: Monday, March 27, 2017 6:07 AMTo: Brown, Paul - 2 &amp;lt;paul.x.brown@bankofamerica.com&amp;gt;Cc: Powell, Darnell &amp;lt;darnell.powell@bankofamerica.com&amp;gt;; Cloud, Kevelin &amp;lt;kevelin.cloud@bankofamerica.com&amp;gt;; Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ DinkensHi Paul Does DIL still do CASH for Keys ?  Shavonte,As far as BKLM is concern we do not do Settlements .  Forwarding this to DIL team .     At this time this homeowner is in an Active Trial Plan we were pending for their 1st pymt.   The loan also does not qualify for the DOJ SETTLEMENT PROGRAM:From: Futrell, Nicole Sent: Monday, March 27, 2017 10:21 AMTo: Butts, Yonnie &amp;lt;yonnie.butts@bankofamerica.com&amp;gt;; Dauz, Mariejune P &amp;lt;mariejune.p.dauz@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;; Cheaney, Charles T &amp;lt;charles.cheaney@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ DinkensGood Morning Yonnie,Per our RMBS history tables, we do not show having received this loan for any of the RMBS programs from Strategy. Thank you,Nicole FutrellSr. Operations Project Analyst Default Servicing Operation SolutionsOffice: 972-526-6944nicole.futrell@bankofamerica.comFrom: Butts, Yonnie Sent: Monday, March 27, 2017 9:15 AMTo: Dauz, Mariejune P &amp;lt;mariejune.p.dauz@bankofamerica.com&amp;gt;; Futrell, Nicole &amp;lt;nicole.futrell@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ Dinkens+ Nicole Futrell.Nicole &amp;#8211; was this borrower considered for RMBS?Thanks,Yonnie ButtsServicing OperationsAVP;Case Mgmt Team Mgr IIFrom: Dauz, Mariejune P Sent: Monday, March 27, 2017 8:44 AMTo: Butts, Yonnie &amp;lt;yonnie.butts@bankofamerica.com&amp;gt;Cc: Jones, Shavonte &amp;lt;shareonte.jones@bankofamerica.com&amp;gt;; Catterton, Candy &amp;lt;candy.catterton@bankofamerica.com&amp;gt;Subject: RE: URGENT CEO ESCALATION RE: Assistance Needed_ DinkensWould this loan qualified for the RMBS Settlement (DOJ Program ) ?? Attempted to contact customer to provide resolution however there was no answer, left message with contact information Wants Bank to follow thought in helping him overturn the decision on the HELOC lien. Requesting to know if BK division offers cash settlement option. Our records indicate the subject loan was approved for a Trial Period Plan (TPP) effective April 20, 2017 through June 20, 2017, with a monthly payment of $81.78. To accept this offer please make the first payment in the amount of $81.78 by April 20, 2017.  I have enclosed a copy of the trial plan approval letter for your records. Please note Bank of America&amp;#8217;s bankruptcy division does not offer a cash settlement option. Our records indicate the subject loan was approved for a Trial Period Plan (TPP) effective April 20, 2017 through June 20, 2017, with a monthly payment of $81.78. To accept this offer please make the first payment in the amount of $81.78 by April 20, 2017.  I have enclosed a copy of the trial plan approval letter for your records. Please note Bank of America&amp;#8217;s bankruptcy division does not offer a cash settlement option. Attempted to contact customer to provide resolution however there was no answer, left message with contact information  	Wants Bank to follow thought in helping him overturn the decision on the HELOC lien Wants Bank to follow thought in helping him overturn the decision on the HELOC lien loan# 877440046 Request was submitted to bk escalation and bk customer service. See below: From: Jones, Shavonte Sent: Friday, March		
347	10003900	Customer	106567	05/15/16	Unauthorized Activity / Lack of Consent		Call Center	Shreveport, LA	3246412	C0045	Consumer Banking	Checking	Caller expressed dissatisfaction regarding Credit - Resolution: Escalated to appropriate department. Additional info for Source of Dissatisfaction: Caller stated that BOA is not reporting his credit and should be. Caller confirmed he did not reaffirm because it was held as exempt.. Additional info for Resolution Provided: No access to SRM to provided status of request #9267712. Connected to customer service to get status and advised that if there are additional inquiries about bankruptcy that he would have to speak to Bankruptcy department.  	Caller expressed dissatisfaction regarding Credit - Resolution: Escalated to appropriate department. Additional info for Source of Dissatisfaction: Caller stated that BOA is not reporting his credit and should be. Caller confirmed he did not reaffirm because it was held as exempt.. Additional info f		
348	10010711	Customer	103017	10/20/17	Unauthorized Activity / Lack of Consent		Social Media	Portland, OR	3246434	E0013	Consumer Banking	Checking	#Case id E-15599..Received internet inquiry:  Requestor: Homeowner  Query: Homeowner request for year end statement as informed in previous years the amount was mentioned on the January statement  Actions Taken:  Informed homeowner apology, provided website link, informed 2016 Year End Statement has been requested, provided interest paid amount and Customer Service Department number    	#Case id E-15599..Received internet inquiry:  Requestor: Homeowner  Query: Homeowner request for year end statement as informed in previous years the amount was mentioned on the January statement  Actions Taken:  Informed homeowner apology, provided website link, informed 2016 Year End Statement has		
349	10007946	Customer	107367	04/10/16	Unauthorized Activity / Lack of Consent		Call Center	Harrisburg, PA	3246421	E0020	Business Banking	Business Lending	CST ATM CARD WAS CLOSED FOR CARD NOT AUTH TO LINKED ACCT. CST WAS UNAWARE WHY THE CARD WAS CLOSED. NO ACTUCAL REASON AS TO WHY THE CARD MAY HAVE BEEN CLOSED FOR THE REASON PROVIDED. I WAS ABLE TO REOPEN ATM CARD FOR CST  	CST ATM CARD WAS CLOSED FOR CARD NOT AUTH TO LINKED ACCT. CST WAS UNAWARE WHY THE CARD WAS CLOSED. NO ACTUCAL REASON AS TO WHY THE CARD MAY HAVE BEEN CLOSED FOR THE REASON PROVIDED. I WAS ABLE TO REOPEN ATM CARD FOR CST  		
350	10005763	Customer	106700	03/08/16	Manipulation/misrepresentation of sales		Social Media	Phoenix, AZ	3246459	W0035	Consumer Banking	Checking	General: ATM Mal  	General: ATM Mal  		
351	10006516	Customer	100358	07/20/16	Manipulation/misrepresentation of sales		Social Media	El Paso, TX	3246312	W0036	Business Banking	Merchant Services	customer is upset that atm captured checks and malfunctioned at time of deposit/  * Action Taken Not Listed:Contacted ANs to report issue and provided contact number to customer for ECS  	customer is upset that atm captured checks and malfunctioned at time of deposit/  * Action Taken Not Listed:Contacted ANs to report issue and provided contact number to customer for ECS  		
352	10003576	Customer	102049	08/07/17	Misleading / False information		Call Center	Dulles, VA	3246207	E0007	Consumer Banking	Credit Card	General: customer upset about atm not dispensing money  	General: customer upset about atm not dispensing money  		
353	10010155	Customer	103755	03/16/17	Inappropriate Sales Tactics		Call Center	Albuquerque, NM	3246114	W0035	Business Banking	Business Lending	references fcra regulations     E-OSCAR ACDV # 99997049043404141   DISPUTE CODE:  102:ACCOUNT REAFFIRMED OR NOT INCLUDED IN BANKRUPTCY   RESEARCH PERFORMED ON SOR AND VISA CADET.                             UPDATES: ACCT ST, CII, DATES                                          	references fcra regulations     E-OSCAR ACDV # 99997049043404141   DISPUTE CODE:  102:ACCOUNT REAFFIRMED OR NOT INCLUDED IN BANKRUPTCY   RESEARCH PERFORMED ON SOR AND VISA CADET.                             UPDATES: ACCT ST, CII, DATES                                          		
354	10009409	Customer	103068	06/21/16	Unauthorized Activity / Lack of Consent		Branch	Charlotte, NC	3246368	W0039	Business Banking	Merchant Services	Received copy of complaint on 03/09/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/08/2017.The customer said that this should have been cleared with bankruptcy. The agent advised the customer that the attorney stated they were no longer retained. The agent verified address, phone number, educated customer on account details.    	Received copy of complaint on 03/09/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/08/2017.The customer said that this should have been cleared with bankruptcy. The agent advised the customer that the attorney stated they were no longer retaine		
355	10010628	Customer	103822	02/19/17	Inappropriate Sales Tactics		Call Center	Lubbock, TX	3246454	E0011	Consumer Banking	Checking	Lovely Derivois was on the phone for the entire call and was very rude.  	Lovely Derivois was on the phone for the entire call and was very rude.  		
356	10002143	Customer	102099	04/22/17	Manipulation/misrepresentation of sales		Call Center	Bloomington, IL	3246276	W0040	Consumer Banking	Checking	General: FUNDS AVAIL. ATM MALFUNCTION.  	General: FUNDS AVAIL. ATM MALFUNCTION.  		
357	10001840	Customer	100062	10/24/17	Manipulation/misrepresentation of sales		Call Center	Colorado Springs, CO	3246314	E0023	Consumer Banking	Checking	upset atm is not working  	upset atm is not working  		
358	10007600	Customer	104354	05/24/17	Unauthorized Activity / Lack of Consent		Call Center	Louisville, KY	3246388	C0045	Business Banking	Business Lending	CUST CONCERN THAT ATM CARD WAS TAKEN BY ATM AND CLOSED CARD AND SEND CUST A NEW CARD AT NO COST  	CUST CONCERN THAT ATM CARD WAS TAKEN BY ATM AND CLOSED CARD AND SEND CUST A NEW CARD AT NO COST  		
359	10004031	Customer	104895	02/22/16	Misleading / False information		Call Center	Atlanta, GA	3246113	C0042	Consumer Banking	Checking	General: atm took check but did not process deposit  	General: atm took check but did not process deposit  		
360	10003584	Customer	104709	04/23/16	Misleading / False information		Social Media	Manchester, NH	3246188	E0013	Consumer Banking	Checking	associate consultation  . link acct to debit card * Complaint Type Not Listed:checking account not  link to dda   	associate consultation  . link acct to debit card * Complaint Type Not Listed:checking account not  link to dda   		
361	10002307	Customer	107471	10/14/16	Inappropriate Sales Tactics		Social Media	Houston, TX	3246417	C0044	Consumer Banking	Credit Card	Client is haveing a hard time to link BOA to his edge account he used to be a merrill client says his FA was nasty   	Client is haveing a hard time to link BOA to his edge account he used to be a merrill client says his FA was nasty   		
362	10002072	Customer	102739	10/14/16	Unauthorized Activity / Lack of Consent		Branch	Memphis, TN	3246409	E0016	Consumer Banking	Checking	  [Case Comments] - 3/7 - TA - Initial review. Client asking for a phone call from the HSS Manager due to poor treatment. [Case Comments] - 3/7 - TA - Case closed.&#x0D;&#x0D;The client stated that he was treated poorly and requested a call from the HSS manager.&#x0D;&#x0D;The Underwriting Team Leader advised the client that the income review is being finalized and that the client will be contacted directly with any questions and/or concerns.  [Case Notes] - Papp said he was treated poorly and asked to speak with HSS manager. Requests a call back to speak with the HSS manager as soon as possible.  Home Equity Fulfillment Communication / KIR Treatment - Rude or Impersonal To Customer Papp said he was treated poorly and asked to speak with HSS manager. Requests a call back to speak with the HSS manager as soon as possible. The Underwriting Team Leader advised the client that the income review is being finalized and that the client will be contacted directly with any questions and/or concerns. The client stated that he was treated poorly and requested a call from the HSS manager.	  [Case Comments] - 3/7 - TA - Initial review. Client asking for a phone call from the HSS Manager due to poor treatment. [Case Comments] - 3/7 - TA - Case closed.&#x0D;&#x0D;The client stated that he was treated poorly and requested a call from the HSS manager.&#x0D;&#x0D;The Underwriting Team Lead		
363	10000483	Customer	100245	09/25/16	Unauthorized Activity / Lack of Consent		Branch	Evanston, IL	3246389	E0010	Consumer Banking	Checking	ata did not have 100's/ too many bills if all 20s  	ata did not have 100's/ too many bills if all 20s  		
364	10001407	Customer	101191	08/31/17	Misleading / False information		Call Center	Wichita Falls, TX	3246329	C0041	Consumer Banking	Credit Card	General: atm did not post full deposit  	General: atm did not post full deposit  		
365	10003136	Customer	104751	10/29/16	Misleading / False information		Social Media	Knoxville, TN	3246214	W0038	Consumer Banking	Checking	atm depoist processing error   	atm depoist processing error   		
366	10008336	Customer	104483	06/19/16	Unauthorized Activity / Lack of Consent		Call Center	Roanoke, VA	3246457	W0033	Business Banking	Business Lending	customer is upset that she was charged 15.00 fee for having card rushed when the card was captured at the ATM and she had no way to get to the BOA to get a temporary card. She was told it could possibly be waived when she ordered the card to be rushed and now today is told it isn't something that can be waived  	customer is upset that she was charged 15.00 fee for having card rushed when the card was captured at the ATM and she had no way to get to the BOA to get a temporary card. She was told it could possibly be waived when she ordered the card to be rushed and now today is told it isn't something that ca		
367	10010101	Customer	102607	03/17/17	Manipulation/misrepresentation of sales		Social Media	Ann Arbor, MI	3246298	E0006	Business Banking	Business Lending	debit card captured by the ATM  	debit card captured by the ATM  		
368	10007221	Customer	104401	02/22/16	Manipulation/misrepresentation of sales		Call Center	Temple, TX	3246457	W0033	Business Banking	Business Lending	Product:  Credit card: Credit card Issue:  Delinquent account Describe what happened:  Account does not belong to me, I do not recognize this account at all, needs to be deleted Contacted CC issuer: Product:  Credit card: Credit card Issue:  Delinquent account Describe what happened:  Account does not belong to me, I do not recognize this account at all, needs to be deleted Contacted CC issuer: RS Amy Kaufman completed ack call on my behalf but does not have access to CTR to leave comment: I called Mr. Panning at the number you provided and a voicemail comes on stating that you have reached &amp;#8220;Kayla&amp;#8217;s voicemail&amp;#8221;.  I did not leave a message since this is obviously not his number. Although customer is alleging this account does not belong to him and he does not recognize it, this appears to be more of a validation based on payment history. Will complete self initiated research and pull account statements, payment history, etc Submitted LOB request to Film and Image for copy of application as customer states he does not recognize this account Customer Since: 3/2/2009, no open accounts. Account in question ending in 7714 opened 03/02/2009, closed 03/19/2012, charged off 11/01/2011 with a balance of $4,237.08. Last payment 05/12/2011 $298.93. Delinquency tracker shows 5(10), 30 (3), 60(1),90(1) Transparent account * * Customer states the account does not belong to him, he do not recognize this account at all and needs to be deleted. Customer is requesting for the account to be removed from his credit file immediately. Customer states the account is not his and needs to be removed from his credit Self initiated research- As customer mentions his credit, will review Bullseyes Should be built as customer and not non customer. Party ID 35103176147, ACCOUNT 5490998997997714 As case was built under non customer, does not link to commit to search cases. Commit search with social and account number and no prior related cases cp1 completed Received application from Michael Bauer in Film and Image/EET with copy of application. Application was received 03.02.2009 via electronic. Address on application 18265 Road L, Cloverdale, OH 45827. DOB 11/22/1978, social is same as on system of record and phone number 4196049778. Authorized user AnaRia A. Panning. Reviewed Lexis and the address on the application is the same address for the customer during the time the application was applied for. The social and dob match Peer reviewed Acknowledgment email Submitted statements to payment research LOB to see if they can advise how the payments were made Will contact customer by phone again once research is completed. Sending ack email as message was not left the first time Sent email ack to michael_panning@yahoo.com CFPB case number 170228-002450 placed in progress on 03.13.2017 at 11:02am EST. New respond by date 04/29/2017 Submitting case extension request. Waiting on additional research/review for resolution to this concern Received response from Ebony Washington from payment research via email- Hello Sonja, I&amp;#8217;m unable to update the SharePoint Tool at this time, however, I wanted to let you know that because the payments are so old we will not be able to confirm the originating source, however, we can see an account number (30653991; routing# 314074269) set up on his bill payer profile from USAA Federal Savings Bank. This may be the account number the payments are originating from but we can&amp;#8217;t confirm since the payment details are archived. I will update the SharePoint with resolution once it&amp;#8217;s available. Ebony Washington Notes indicate account was discharged in a bankruptcy. I submitted Credit Bureau Dispute to make sure the account is reporting accurately to the credit bureaus. Thank you for your submission. Your case number for this request is [421978] Waiting on additional research/review for resolution to this concern Received email from Anthony Gruszcznski in credit bureau disputes: rcd escalations csi 3/16/17 - direct - Case# : 421978 - 5490998997997714 - ch disp acct included in bko - per lex/nex bko was dismissed - pulled cbrs - exp &amp;amp; tu accurately rprtg as charge off w/bal owed - eqx not reprtg charge-off or a balance - sbmtd aud to updte charged off 11/1/11 w/bal owed of $4237 - snt ltr cnfrmng this &amp;amp; emailed copy to s.baker - AUD Control Number: 83480701 Reviewed Lexis and using social on file: Address 18265 Road L, Cloverdale, OH 45827 was listed for the customer 2006-09/2009 and the account was opened in 2009. DOB returns back as (DOB: 11/22/1978) and (DOB: 11/22/1973) with one being on the application. UCRS : Delinquency tracker: (5)-10, (30)-3, (60)-1 and (90)-1. Our records indicate the account ending in 7714 was opened on March 2, 2009, charged off on November 1, 20111, with a balance owed of $ 4,237.08 and closed on March 19, 2012. The last payment received on this account was for $298.93 on May 12, 2011. The account was applied for electronically, and we are unable to provide you with a signed application; however, please be assured that a signature is not required to open a valid account.  The application was applied for using the SSN ending in 2757 and the address 18265 Road L, Cloverdale, OH 45827. Reached out to Legal-Charge off to confirm who the account is being placed with. Awaiting additional response from LOB before contacting customer Received response from Jonathan Tabor 3/17/2017 7:59 AM Tabor, Jonathan B: This account is not placed out with a vendor, nor is it being collected on internally.  A 1099c was issued 11/2014.***I asked him if he could provide me the 1099c as I could not retrieve it from Genimage I asked Anthony Gruszcznski  in credit bureau disputes would the 1099c affect his credit reporting and he replied&amp;quot; No it would continue to report for 7 years from the date it was charged off.&amp;quot;. This means the account should fall off in 2018 Received IM from Jonathan Tabor in Legal- Chargeoff that he was unable to obtain 1099c and it has to be requested through a CSI My submission number for duplicate 1099C is 48886774. I asked for it to be emailed to me CSI-Duplicate 1099C engaged. Requested 1099C, Submitting CP2 as I am only waiting on a document and document does not change outcome of case Our records indicate the account ending in 7714 was opened on March 2, 2009, charged off on November 1, 2011, with a balance owed of $ 4,237.08 and closed on March 19, 2012. The last payment received on this account was for $298.93 on May 12, 2011. Will make an additional attempt to contact the customer by phone and if unable to reach him, will send correspondence by mail. The account was applied for electronically, and we are unable to provide you with a signed application; however, please be assured that a signature is not required to open a valid account.  The application was applied for using the SSN ending in 2757 and the address of18265 Road L, Cloverdale, OH 45827. Will send copies of statements showing payments were being made on the account and usage. A 1099c was issued in November 2014 (awaiting copy from LOB to include in my letter). Confirmed with Credit Bureau Disputes LOB to make sure customer's account is reporting accurately with bankruptcy and 1099c being issued. The incorrect balance was being reported and LOB updated and sent customer a correspondence. We respectfully decline to remove the associated reporting as we have to report accurately and abide by FCRA. During ack call,voicemail comes on stating that you have reached &amp;#8220;Kayla&amp;#8217;s voicemail&amp;#8221;. I did not leave a message since this is obviously not his number. Email ack was sent on  03/10/2017 12:24 PM cp2-completed Searched All commit forms and CTR by social and account number and could not locate any prior cases Although voicemail is for a Kayla, I left a message for customer to contact me back at 877.430.1431 extension 437896 M-F 7:30 am to 4:00 pm EST. I sent prior ack email As close date is not correct (close cannot be after charge off), reaching out to collections general for close date Received response from Kimberly Holland in General Collections-The customers bankruptcy case was dismissed meaning that the bankruptcy did not go through and the bank had the right to start collecting on the debt again.  This is why the credit revoke date shows as March 19, 2012 as this is the date that the bankruptcy did not go through.  The account charged off on 11/1/2011 with a balance of $4237.08. I reached back out to ask for the closing date and she replied &amp;quot;Because the BKO changed the date since it was dismissed, it change the revoke date to the date that the BKO was dismissed.  It looks like the original close date was the date that we got the notification of the pending BKO&amp;quot;, She then advised the account was closed in Sep 2011. Reviewed TSYS comments and I see notification September 16, 2011. Will put this as the close date Although SOR is one address. I am sending letter to address on CFPB (SAN ANTIONIO, TX) as this is most recent address for customer. Accounts have been closed for 5 years thus customer would not update this information. I did a lexis search and address on CFPB is showing as current for customer Our records indicate the account ending in 7714 was opened on March 2, 2009, closed on September 16, 2011, and charged off on November 1, 2011, with a balance owed of $ 4,237.08. The last payment received on this account was for $298.93 on May 12, 2011. CFPB case number 170228-002450  closed with explanation on 03.30.2017 cp3-completed  	Product:  Credit card: Credit card Issue:  Delinquent account Describe what happened:  Account does not belong to me, I do not recognize this account at all, needs to be deleted Contacted CC issuer: Product:  Credit card: Credit card Issue:  Delinquent account Describe what happened:  Account does n		
369	10005551	Customer	101890	05/30/17	Misleading / False information		Social Media	Phoenix, AZ	3246142	E0019	Consumer Banking	Checking	General: cx concerned about rude treatment by the previous agent  	General: cx concerned about rude treatment by the previous agent  		
370	10003612	Customer	102548	05/08/16	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246130	E0003	Consumer Banking	Credit Card	 * Complaint Type Not Listed:bof on 10st E Palmdale ca state they are very rude   	 * Complaint Type Not Listed:bof on 10st E Palmdale ca state they are very rude   		
371	10009310	Customer	103336	05/15/17	Unauthorized Activity / Lack of Consent		Social Media	El Paso, TX	3246219	E0016	Business Banking	Business Lending	customer compain he did not like that ata and that he will like more tellers in the bank   	customer compain he did not like that ata and that he will like more tellers in the bank   		
372	10006371	Customer	106097	07/21/17	Misleading / False information		Call Center	Spring Hill, FL	3246443	E0014	Business Banking	Merchant Services	Customer attempted to make payment at an ATM for $400.00 to his credit card. The ATM would not take the money at first and then accepted $380.00 but it didn't give him a receipt with the proper amount. The receipt reads that he only made a payment of $15.00 and his account is reflecting that only a $15.00 payment was made. The machine also took his card.  	Customer attempted to make payment at an ATM for $400.00 to his credit card. The ATM would not take the money at first and then accepted $380.00 but it didn't give him a receipt with the proper amount. The receipt reads that he only made a payment of $15.00 and his account is reflecting that only a 		
373	10008520	Customer	100219	02/10/16	Inappropriate Sales Tactics		Call Center	Duluth, MN	3246275	C0044	Business Banking	Business Lending	General: ch called in concerned about an atm deposit. was unhappy that the transaction posted for less than the amount deposited.  	General: ch called in concerned about an atm deposit. was unhappy that the transaction posted for less than the amount deposited.  		
374	10005578	Customer	103943	01/15/16	Inappropriate Sales Tactics		Branch	Ogden, UT	3246320	C0042	Consumer Banking	Credit Card	ATM DOWN     	ATM DOWN     		
375	10005945	Customer	103072	01/31/17	Inappropriate Sales Tactics		Social Media	Houston, TX	3246374	W0029	Consumer Banking	Credit Card	atm did not provide funds  	atm did not provide funds  		
376	10009994	Customer	103670	08/17/16	Inappropriate Sales Tactics		Call Center	Boston, MA	3246134	E0016	Business Banking	Business Lending	would like combined acct in online banking   	would like combined acct in online banking   		
377	10009107	Customer	104132	04/05/17	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246400	E0011	Business Banking	Merchant Services	The customer is requesting assistance in obtaining  a lien release for their vehicle loan The customer is requesting assistance in obtaining  a lien release for their vehicle loan Case#:03116266  Notepad &amp;#124; Assign &amp;#124; Respond &amp;#124; Main       Consumer:    O&amp;#39;Reilly Ms. Michelle     Opened:    3/14/2017    Business:        Received:    3/15/2017    Address:    20 Barberie Ave     Due Date:    3/29/2017         Highlands  NJ 07732   Bank Assigned:       Bank Assignee:     Phone:   Not Provided  Acknowledged By:      Representative:       CAG Assignee:    DMullenix         Source:    State Banking Agency (NJ)      Congressional:               Initial Case Coding*   Case Type:     COMPLAINT  Secondary:    UCC DIVISION 9     Category:     LOAN  Regulation Cite:      Primary:     CONSUMER LOAN  Regulation Detail:           *Initial Case Coding (ICC) is based on CAG&amp;#39;s Initial Review of the case and may change after the bank response is reviewed. The ICC is provided solely to assist with your review and delegation to the appropriate bank assignee.  Notes View All Notes While I was able to find a profile for this customer, I was unable to locate any vehicle loan- either open or closed- for her on our SOR with the information provided. The original correspondence to the NJ Dept of Banking &amp;amp; Insurance provides the vehicle information, but does not give any loan number. The loan originated with Summit Bank [PO Box 1005 Dayton NJ 08810]- since the vehicle is a 1995 model, this would have been before the current Bank of America came to exist in 1998. Left voice mail to have Complainant call me back at 877.430.1431 x437859  M-F 8:30 am-5:00 pm CST. Institution history located at www.ffiec.gov confirms that SUMMIT BANK in NJ was acquired by Fleet on March 1, 2001, and Fleet was in turn acquired by Bank of America, N.A. on June 13, 2005. Therefore, the loan and all of its records would have passed along to Bank of America. Dear Valued LOB Partner, Employee Escalation is in receipt of a customer complaint and your assistance is required in researching the concerns for the customer account shown below: Case Number: 170315CR0000124Account Number: 00000000Research Request: OCC complaint received on 3/15/2017 (please see attached documents.) The complainant, a non-customer, is requesting assistance in obtaining a lien release for their vehicle loan. 1995 Jeep Wrangler VIN ****************Original lien under Summit Bank PO Box 1005 Dayton, NJ 08810Complainant is currently at 20 Barberie AveHighlands, NJ 07732SSN XXXXX4017I&amp;#39;ve confirmed via ffiec.gov that this bank was acquired by Fleet, and then we acquired it. Please assist with this lien release request, or advise me of what LOB can assist. **LOB Action Required**Please access the ticket using link below and acknowledge receipt of this request.  Line of Business: Consumer Vehicle LendingAcknowledgement Due Date: 3/20/2017 1:49:45 PMResolution Due Date: 3/21/2017 Pending Pending The Complainant, a non-customer, is requesting assistance in obtaining a lien release for their vehicle loan. The loan itself was opened in 1995 with Summit Bank, a financial institution that has since been acquired by Bank of America. The complaint was forwarded to the OCC by the State of New Jersey Department of Banking and Insurance. Other than the VIN and basic vehicle data there is no further information available. CP1 approved with an edit. LOB Research/Resolution: 3/22/2017 8:15 AM Farinacci, Joey: ________________________________________3/21/2017 4:38 PM Farinacci, Joey: A lien release was opened for the customer via Vector # *********1573. The lien release team will complete with vector within 7-10 business days. The customer will then have the lien release mailed to them at the address listed on the above request. Please let me know if you need anything else. LOB Research/Resolution: 3/22/2017 8:15 AM Farinacci, Joey: 3/21/2017 4:38 PM Farinacci, Joey: A lien release was opened for the customer via Vector # 075 *******1573. The lien release team will complete with vector within 7-10 business days. The customer will then have the lien release mailed to them at the address listed on the above request. Please let me know if you need anything else. In response to a request for the original loan information [date opened, loan amount, and date closed]: Wednesday, March 22, 2017 3:54 PMHello Edward,I don&amp;#8217;t have that information and unfortunately we are unable to retrieve those types of details because the loan was not opened with Bank of America. It was a predecessor bank and we do not have access to those financial records. Joey FarinacciOfficer; Client Escalation UnitConsumer Vehicle LendingBank of America Left voice mail to have Complainant call me back at 877.430.1431 x437859  M-F 8:30 am-5:00 pm CST. Our research confirmed that the original lien on your 1995 Jeep Wrangler was opened by Summit Bank. On March 1, 2001, Summit Bank was acquired by Fleet National Bank. The vehicle loan and its associated lien were part of this transaction. Fleet National Bank was itself acquired by Bank of America, NA on June 13, 2005. Therefore, the lien in question is now held by Bank of America. CP2 approved Left voice mail to have Complainant call me back at 877.430.1431 x437859  M-F 8:30 am-5:00 pm CST. OCC Case number 03116266 has been closed at 3:19 pm Central on 3/29/2017. CP3 approved  	The customer is requesting assistance in obtaining  a lien release for their vehicle loan The customer is requesting assistance in obtaining  a lien release for their vehicle loan Case#:03116266  Notepad &amp;#124; Assign &amp;#124; Respond &amp;#124; Main       Consumer:    O&amp;#39;Reilly Ms. Mic		
378	10010024	Customer	106456	03/11/17	Manipulation/misrepresentation of sales		Call Center	Young America, MN	3246109	E0015	Business Banking	Business Lending	Please see attached Please see attached loan# 44947184 Borrower is concerned about fraud, theft and foreclosure1.Borrower is concerned about foreclosure 2.Borrower concerned that he refinanced his loan with another bank back in 10.2012 but soon after he started receiving calls from Bank of America saying that he was behind on his payments3.Borrower is concerned that he was making payments to his new mortgage company but continued to get calls from now his new servicer Green Tree4.Borrower is concerned that he is receiving collection calls from greentree and they are rude and would harass them and call them liars5.Borrower is concerned that now he is seeing that people would drive by his home and take pictures and he was receiving endless streams of mail from Green Tree/BOA 6.Borrower is concerned that he was served Foreclosure papers which made no sense because they were paying the mortgage on time to the new loan company they refinanced with 7.Borrower concerned that he later found out the Lawyer he retained to help him refinance the property never paid off BOFA 8.Borrower concerned that he attended a mediation and BOFA would not accept any of the cash offers to payoff the loan 9.Borrower concerned that the new mortgage company added late fees, penalties and legal fees to their mortgage. 10.Borrower is concerned while he thought he was making his payments to his new mortgage company the payments were going to the attorney who pocketed the money and now they are the ones that are going to suffer 11.Borrower is concerned that a lawyer intentionally stole his mortgage 12.Borrower is concerned that new mortgage company added over $68k to their original payoff from 201213.Borrower is requesting investigation into lack of regulations to protect the consumer pending pending sent email to MRT to confirm that this loan is not with legal , the borrower mentioned in his complaint that he went to mediation where Bank of America also attended- per MRT Good afternoon,Please be advised that this loan has not been in litigation and therefore all communication is open. Please handle BAU.Thank you, Borrower alleges fraud and theftborrower states that banks acts unethical and unfairBorrower alleges harassment Borrower alleges lawyer intentionally stole his mortgageborrower alleges late fees, and attorney fees were added to his mortgage Borrower alleges that his payments were not being paid to his mortgageborrower alleges we would not accept a cash  offer payoff after thorough review of the legal matrix, legal review is not required Credit block not required /loan has been service released payment dispute is not with Bank of America CFPB case closure with explanation DM Portal holds SRL  , service released to Green Tree on 1.1.13, letter dated 12.12.12. LAMP shows the borrower was due for 11.1.2012 prior to srl CFPB Complaint was submitted by ATP MaryJohn Palmer on behalf of the borrower. Located ATP authorization in DMP -uploaded ****3rd Party Check Pass****Name of Third Party Verified: MaryJohn PalmerThe 3rd Party has Passed the WatchList ReviewProceed with working with the Third Party Ms. MaryJohn Palmer VERIFIED NOTE WITH SIGNATURE ON ATP AUTH. ALSO DMP SHOWS LETTER DATED 2.27.11 FROM BOFA stating that auth was approved. **** 48 HOUR Call****&#x0D;&#x0D;Date/Time of Call/Time Zone: 1:22pmpst &#x0D;&#x0D;Phone numbers(s):843.697.5849&#x0D;&#x0D;Spoke with :left message&#x0D;&#x0D;RPC Y/N:N&#x0D;&#x0D;Verification &lt;Address/SS#&gt;:N/A&#x0D;&#x0D;Miranda: Y/N:N&#x0D;&#x0D;Privacy Y/N:N&#x0D;&#x0D;HUD Y/N:N&#x0D;&#x0D;Left Message Y/N:Y&#x0D;&#x0D;Sent Email Y/N:N&#x0D;&#x0D;Written or Verbal Communication with Agent/Customer: N&#x0D;&#x0D;Was appointment set? Y/N:N&#x0D;&#x0D;Notes/Result of call:LEFT MESSAGE RS will conduct self research Cp1 Completed ***RS RESEARCH***Borrower is concerned about fraud, theft and foreclosure- SRL DATE 1.1.13, SRL LETTER SENT ON 12.12.12 LOCATED IN DMP borrower was not in foreclosure prior to service release. Borrower complaint of theft and fraud are towards attorney that was hired who stole their mortgage payments.Borrower is concerned about foreclosure PER LAMP prior to srl the borrower was due for the 11.2012 payment, date of srl was 1.1.13. AS400 does not show that the borrower was referred to foreclosure prior to srl. Borrower concerned that he refinanced his loan with another bank back in 10.2012 but soon after he started receiving calls from Bank of America saying that he was behind on his payments.- LHIS shows that the borrower did not make October payment until the end of OctoberBorrower is concerned that he was making payments to his new mortgage company but continued to get calls from now his new servicer Green Tree- PER LAMP prior to srl the borrower was due for the 11.2012 payment, date of srl was 1.1.13. AS400 does not show that the borrower was referred to foreclosure prior to srl. Borrower is concerned that he is receiving collection calls from greentree and they are rude and would harass them and call them liars-will address with 3rd party verbiageBorrower is concerned that now he is seeing that people would drive by his home and take pictures and he was receiving endless streams of mail from Green Tree/BOA -will address with srl informationBorrower is concerned that he was served Foreclosure papers which made no sense because they were paying the mortgage on time to the new loan company they refinanced with- will address with srl informationBorrower concerned that he later found out the Lawyer he retained to help him refinance the property never paid off BOFA will address with srl information -3rd party verbiage Borrower concerned that he attended a mediation and BOFA would not accept any of the cash offers to payoff the loan will address with srl information ,3rd party verbiage PER MRT this loan is not in litigation Borrower concerned that the new mortgage company added late fees, penalties and legal fees to their mortgage. -3rd party verbiage Borrower is concerned while he thought he was making his payments to his new mortgage company the payments were going to the attorney who pocketed the money and now they are the ones that are going to suffer -3rd party verbiage Borrower is concerned that a lawyer intentionally stole his mortgage -3rd party verbiage Our records indicate on January 1, 2013, your loan was transferred to Green Tree Servicing LLC and is no longer being serviced by Bank of America. We notified you of this change by a letter December 12, 2012. I have enclosed a copy of the letter for your review. Prior to the transfer your loan was due for the November 2012 installment and in default status; however, your loan was not sent to our foreclosure department. I have provided a copy of the loan history for review. Please contact your new servicer at 800.643.0202, Monday through Friday from 7:00 a.m. to 8:00 p.m. and Saturday from 7:00 a.m. to 1:00 p.m. Central, regarding any concerns associated with the subject loan as of the transfer date. Bank of America is not able to comment on and cannot affect the actions of a third party. Research approved, clear to call customer. CP2 Completed **** KIR Call****&#x0D;&#x0D;Date/Time of Call/Time Zone: 3.27.17 @12:47pmpst&#x0D;&#x0D;Phone numbers(s):843.697.5849&#x0D;&#x0D;Spoke with :left message&#x0D;&#x0D;RPC Y/N:N&#x0D;&#x0D;Verification &lt;Address/SS#&gt;:N/A&#x0D;&#x0D;Miranda: Y/N:N&#x0D;&#x0D;Privacy Y/N:N&#x0D;&#x0D;HUD Y/N:N&#x0D;&#x0D;Left Message Y/N:Y&#x0D;&#x0D;Sent Email Y/N:N&#x0D;&#x0D;Written or Verbal Communication with Agent/Customer: N&#x0D;&#x0D;Was appointment set? Y/N:N&#x0D;&#x0D;Notes/Result of call:&#x0D;left message Our records indicate on January 1, 2013, your loan was service transferred to Green Tree Servicing LLC. (Green Tree) and is no longer being serviced by Bank of America. We notified you of this change in a letter December 12, 2012. I have enclosed a copy of the service transfer notice for your review. Prior to the transfer your loan was due for the November 2012 installment and was in default status; however, your loan was not sent to our foreclosure department. I have provided a copy of your loan history statement for review. If you need additional information about servicing related inquiries, including credit related inquiries, please contact the current servicer, Green Tree, at 800.643.0202, Monday through Friday from 7 a.m. to 8 p.m., and Saturday from 7 a.m. to 1 p.m. Central. Please be advised, Bank of America is not able to comment on and cannot affect the actions of a third party. No Errors/srl CFPB Case number 170316-000960 has been closed with explanation at 3.28.17 @11:09ampst Clarifying comment** after I pressed send in the CFPB Portal it froze and did not go to the next screen, however I was able to close case. Inline approved, clear to close file  	Please see attached Please see attached loan# 44947184 Borrower is concerned about fraud, theft and foreclosure1.Borrower is concerned about foreclosure 2.Borrower concerned that he refinanced his loan with another bank back in 10.2012 but soon after he started receiving calls from Bank of America s		
379	10006727	Customer	100758	05/29/16	Unauthorized Activity / Lack of Consent		Social Media	Spokane, WA	3246426	E0017	Business Banking	Business Lending	General: compl of atm malf deposit did not post  	General: compl of atm malf deposit did not post  		
380	10000285	Customer	106660	02/15/16	Unauthorized Activity / Lack of Consent		Social Media	Bronx, NY	3246116	W0027	Consumer Banking	Checking	cus did a deposit on the ATM and was not credited the right amount.  	cus did a deposit on the ATM and was not credited the right amount.  		
381	10009605	Customer	101712	05/10/17	Manipulation/misrepresentation of sales		Call Center	New Orleans, LA	3246189	E0008	Business Banking	Business Lending	  Reached customer at phone number provided-no further authentication required.  I explained to customer that we needed to change due date to allow additional time needed to locate missing deposited item.  I advised it can take up to 5 days to be completed.  The customer stated that it has been like 10 days already.  I apologized to the customer for the delay and explained that as soon as resolution is received I will reach out to customer.  Customer thanked me for information. Missing deposited item and timeframe it takes to complete request to locate item. I submitted SRS case#1281-1352749704 to have missing deposited item researched and credited to customers account.  Expected Resolution Date: 5 days.  DownStream SR#:3822193.  I reviewed DownStream SR#:3822193. I determined that the case has been resolved and the notes state the customer has been adjusted and credited $1712.  I reviewed customers DDA 8462 and confirmed that a credit of $1712 posted on 03/21/17.  I reviewed the account and confirmed no fees have been assessed due to the deposit error.      Account credited $1712 on 03/21/17 to correct deposit adjustment that posted on 03/09/17.  I confirmed that no fees were assessed due to the error. I reviewed DownStream SR#:3822193.  I determined that the case is still in process researching missing deposited item. I reviewed customers DDA ending in 8462.  I confirmed that a deposit of $4905.50 posted on 03/09/17 and also a debit adjustment posted on 03/09/17 for $1712 stating missing deposited item.  I reviewed Imageview, and Unposted Report.  I was unable to locate the missing check item for $1712.   Needed to change due date to allow additional time needed to locate missing deposited item.   Reached customer at phone number provided-no further authentication required.  I reviewed  previous Resolution case note with customer.  Customer was happy with resolution and stated nothing further is needed at this time.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes client made a deposit of 4972.00 on 3/9/17 with teller 007. and adjustment came in with the missing check for 1712.00 customer said he deposited two checks for 1712.00 and one for 458.00. He is not sure why the deposit was missing another check.	  Reached customer at phone number provided-no further authentication required.  I explained to customer that we needed to change due date to allow additional time needed to locate missing deposited item.  I advised it can take up to 5 days to be completed.  The customer stated that it has been like		
382	10004896	Customer	101382	08/09/16	Manipulation/misrepresentation of sales		Social Media	Pittsburgh, PA	3246391	W0027	Consumer Banking	Checking	Customer was very upset, had to wait in lobby line for over 10 minutes, and they told her comp were down and to use the atm.... ATM would not take her Check ( tried 4 times) couldnt comp transaction   	Customer was very upset, had to wait in lobby line for over 10 minutes, and they told her comp were down and to use the atm.... ATM would not take her Check ( tried 4 times) couldnt comp transaction   		
383	10001249	Customer	100251	02/18/16	Unauthorized Activity / Lack of Consent		Call Center	Daytona Beach, FL	3246399	C0042	Consumer Banking	Checking	customer unable to deposit his check as atm down  	customer unable to deposit his check as atm down  		
384	10003453	Customer	106338	04/27/17	Unauthorized Activity / Lack of Consent		Social Media	Lansing, MI	3246329	C0041	Consumer Banking	Checking	General: cx had atm malfunction gave him less than the amount he deposited  	General: cx had atm malfunction gave him less than the amount he deposited  		
385	10001200	Customer	104569	03/21/17	Inappropriate Sales Tactics		Call Center	Abilene, TX	3246368	W0039	Consumer Banking	Credit Card	atm frozen in the middle of trans. the card got stuck inside and contact over to ANS to see if we can reboot the machine to finish the trans  * Complaint Type Not Listed:atm frozen in the middle of trans   	atm frozen in the middle of trans. the card got stuck inside and contact over to ANS to see if we can reboot the machine to finish the trans  * Complaint Type Not Listed:atm frozen in the middle of trans   		
386	10004937	Customer	105071	11/30/16	Manipulation/misrepresentation of sales		Social Media	Philadelphia, PA	3246188	E0013	Consumer Banking	Credit Card	Customer is upset ATM/ATA ICAN4144 captured his card and he is unable to complete his transaction  	Customer is upset ATM/ATA ICAN4144 captured his card and he is unable to complete his transaction  		
387	10004222	Customer	101156	08/26/17	Inappropriate Sales Tactics		Call Center	Washington, DC	3246241	C0042	Consumer Banking	Credit Card	Customer frustrated due to ATM did not provide credit for cash deposit advice to contact ECS to file claim.  	Customer frustrated due to ATM did not provide credit for cash deposit advice to contact ECS to file claim.  		
388	10006057	Customer	105740	12/22/16	Misleading / False information		Call Center	Paterson, NJ	3246369	C0043	Consumer Banking	Checking	client tone of voice when he called back in. He was very short with the agent.   Complaint Type Other: tone of voice tone of voice 	client tone of voice when he called back in. He was very short with the agent.   Complaint Type Other: tone of voice tone of voice 		
389	10009135	Customer	102904	03/20/17	Manipulation/misrepresentation of sales		Call Center	Staten Island, NY	3246206	W0035	Business Banking	Merchant Services	tellers inside the financial center keep refering him to the ATA when they should probably refer Mr. Reyes back to the maker.  	tellers inside the financial center keep refering him to the ATA when they should probably refer Mr. Reyes back to the maker.  		
390	10000310	Customer	104489	07/16/16	Manipulation/misrepresentation of sales		Call Center	Las Vegas, NV	3246206	W0035	Consumer Banking	Credit Card	ATA did not give to client deposit receipt, she had to come inside the BC to verify that deposit was registered at her account  	ATA did not give to client deposit receipt, she had to come inside the BC to verify that deposit was registered at her account  		
391	10004925	Customer	104488	01/21/17	Manipulation/misrepresentation of sales		Call Center	Maple Plain, MN	3246431	E0012	Consumer Banking	Checking	ATM deposit recorded wrong amount.  	ATM deposit recorded wrong amount.  		
392	10005690	Customer	104738	06/05/16	Unauthorized Activity / Lack of Consent		Call Center	Huntsville, AL	3246454	E0011	Consumer Banking	Checking	General: unable to withdrawal cash from atm, error message INCN2377  	General: unable to withdrawal cash from atm, error message INCN2377  		
393	10010121	Customer	106589	09/25/16	Manipulation/misrepresentation of sales		Call Center	Honolulu, HI	3246449	E0007	Business Banking	Business Lending	atm captured card  	atm captured card  		
394	10002054	Customer	101523	06/25/16	Manipulation/misrepresentation of sales		Call Center	Anderson, SC	3246207	E0007	Consumer Banking	Checking	transfer to ATM support * Complaint Type Not Listed:ATM took cx check and didnt return it or deposit on account.  	transfer to ATM support * Complaint Type Not Listed:ATM took cx check and didnt return it or deposit on account.  		
395	10009747	Customer	105809	08/29/17	Manipulation/misrepresentation of sales		Call Center	Santa Fe, NM	3246264	E0003	Business Banking	Business Lending	CUSTOMER USPET STATED HE HAD SECURED CARD BECAME INACTIVE DUE TO BANK ERROR, AND WANTED TO APPLY OVER THE PHONE FOR SECURED CARD.  	CUSTOMER USPET STATED HE HAD SECURED CARD BECAME INACTIVE DUE TO BANK ERROR, AND WANTED TO APPLY OVER THE PHONE FOR SECURED CARD.  		
396	10009429	Customer	105045	09/25/17	Inappropriate Sales Tactics		Call Center	Indianapolis, IN	3246178	E0017	Business Banking	Merchant Services	General: cust states associate that she spoke with was rude to her on phone.  	General: cust states associate that she spoke with was rude to her on phone.  		
397	10004845	Customer	106589	08/07/17	Manipulation/misrepresentation of sales		Social Media	Honolulu, HI	3246450	E0013	Consumer Banking	Checking	Customer did not get credit for his $300 he deposit at atm.  He try calling a few dept. The Atm credit him for it and then spill the check back out of the Atm.  We took the check and put it in the non check image Atm envelope and send it down with our deposit pull checks.  Customer is very frustrated why we cannot fix this it is our Atm.  	Customer did not get credit for his $300 he deposit at atm.  He try calling a few dept. The Atm credit him for it and then spill the check back out of the Atm.  We took the check and put it in the non check image Atm envelope and send it down with our deposit pull checks.  Customer is very frustrate		
398	10010617	Customer	100364	09/06/16	Misleading / False information		Social Media	Fullerton, CA	3246443	E0014	Consumer Banking	Checking	General: customer have a hold on his acct for atm deposit  	General: customer have a hold on his acct for atm deposit  		
399	10000444	Customer	104517	07/09/16	Misleading / False information		Call Center	Idaho Falls, ID	3246380	E0002	Consumer Banking	Checking	Acct opened 12/12/2016. 3/8 ATM dep $688.48; RISC hold initiated 3/9 to exp 3/16. Additional 3/12 ATM dep $405.00 in processing; $205 hold exp 3/14. Csx req to have funds released early; declined at this time.   	Acct opened 12/12/2016. 3/8 ATM dep $688.48; RISC hold initiated 3/9 to exp 3/16. Additional 3/12 ATM dep $405.00 in processing; $205 hold exp 3/14. Csx req to have funds released early; declined at this time.   		
400	10002679	Customer	102374	02/23/16	Misleading / False information		Social Media	Decatur, GA	3246376	C0045	Consumer Banking	Credit Card	General: atm error  	General: atm error  		
401	10000344	Customer	102110	08/03/17	Unauthorized Activity / Lack of Consent		Branch	Johnstown, PA	3246444	W0031	Consumer Banking	Checking	General: atm ate my check  	General: atm ate my check  		
402	10008215	Customer	103003	04/28/16	Misleading / False information		Call Center	Orlando, FL	3246457	W0033	Business Banking	Business Lending	cust stated banking center issued temp card for incorrect account. unable to change linked account due to affinity. Cust will wait for perm card to arrive in the mail. cust needed replacement for other account. replaced card as lost per customer request. cust requested $5 fee waived due to bank error. request submitted to sup for review.   	cust stated banking center issued temp card for incorrect account. unable to change linked account due to affinity. Cust will wait for perm card to arrive in the mail. cust needed replacement for other account. replaced card as lost per customer request. cust requested $5 fee waived due to bank erro		
403	10006365	Customer	104041	10/06/17	Inappropriate Sales Tactics		Social Media	Phoenix, AZ	3246157	C0043	Business Banking	Business Lending	accts were linked and client still received the monthly fee. I was able to waive it and help with the refund  	accts were linked and client still received the monthly fee. I was able to waive it and help with the refund  		
404	10008570	Customer	101677	09/28/16	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246104	E0016	Business Banking	Business Lending	GeneralDetail: aal** ecs took over call as escalation customer upset with claims process attempted to explain process to customer. customer still upsetGeneral: THE CUSTOMER DOES NOT WANT TO CALL THE MERCHANT, DOES NOT WANT TO WAIT FOR THE PROCESSING TRANSACTION AND FEELS ME ASKING HER TO DO BOTH I AM BEING RUDE  	GeneralDetail: aal** ecs took over call as escalation customer upset with claims process attempted to explain process to customer. customer still upsetGeneral: THE CUSTOMER DOES NOT WANT TO CALL THE MERCHANT, DOES NOT WANT TO WAIT FOR THE PROCESSING TRANSACTION AND FEELS ME ASKING HER TO DO BOTH I A		
405	10006498	Customer	101431	08/24/16	Unauthorized Activity / Lack of Consent		Call Center	Miami, FL	3246119	E0017	Business Banking	Business Lending	Mr. Lauderdale noticed that he has been receiving $5.00 monthly fees on his savings account since October 2016, he called customer service today to try to have the fees waived he spoke to Shaun Metcalf in customer service who was very rude to him.  	Mr. Lauderdale noticed that he has been receiving $5.00 monthly fees on his savings account since October 2016, he called customer service today to try to have the fees waived he spoke to Shaun Metcalf in customer service who was very rude to him.  		
406	10004075	Customer	101927	07/24/16	Inappropriate Sales Tactics		Call Center	New York City, NY	3246369	C0043	Consumer Banking	Credit Card	Customer unable to find a teller assist atm in his area  	Customer unable to find a teller assist atm in his area  		
407	10009693	Customer	105982	10/03/17	Manipulation/misrepresentation of sales		Call Center	Mobile, AL	3246316	E0011	Business Banking	Business Lending	General: atm deposit didnt post to the account  	General: atm deposit didnt post to the account  		
408	10000252	Customer	102666	09/19/16	Inappropriate Sales Tactics		Social Media	Nashville, TN	3246314	E0023	Consumer Banking	Credit Card	Mr. Schreiber was unhappy with the credit hold on his payroll check ATM deposit. Informed and educated client best options available to avoid this.  Action Taken Other: Escalated client to client services   Escalated client to client services 	Mr. Schreiber was unhappy with the credit hold on his payroll check ATM deposit. Informed and educated client best options available to avoid this.  Action Taken Other: Escalated client to client services   Escalated client to client services 		
409	10003132	Customer	104176	01/04/17	Misleading / False information		Social Media	Columbia, SC	3246252	C0044	Consumer Banking	Credit Card	Csx dep Civista Bank ck 43896300 for $8778.00 in ATM; placed on hold. Attempt verify at 800-455-7228, auth 10468736 but unable to verify. He is unclear if tax perparer already verif. Csx req funds released to pay rent and other bills that are timely. Seq 8582955024. Endorsed. Acct opened 6/25/2013, OD 0/365, NSF 1/365, no return checks. Specific if the deposited item is returned to the bank, the funds will be withdrawn from the account and fees may apply; csx agreed. Approved release hold for relationship/avoid hardship based on acct history.   	Csx dep Civista Bank ck 43896300 for $8778.00 in ATM; placed on hold. Attempt verify at 800-455-7228, auth 10468736 but unable to verify. He is unclear if tax perparer already verif. Csx req funds released to pay rent and other bills that are timely. Seq 8582955024. Endorsed. Acct opened 6/25/2013, 		
410	10006502	Customer	102831	02/18/16	Misleading / False information		Call Center	Arlington, VA	3246426	E0017	Business Banking	Business Lending	General: Funds availability due to ATM Error  	General: Funds availability due to ATM Error  		
411	10000152	Customer	102195	08/30/16	Manipulation/misrepresentation of sales		Call Center	Albuquerque, NM	3246261	E0010	Consumer Banking	Credit Card	atm down at 96th & madison in new york, new york   	atm down at 96th & madison in new york, new york   		
412	10006447	Customer	102811	08/04/16	Misleading / False information		Social Media	Houston, TX	3246322	E0024	Business Banking	Business Lending	Teller assist atm machine tfld5028 is frozen    	Teller assist atm machine tfld5028 is frozen    		
413	10009105	Customer	103881	09/20/17	Unauthorized Activity / Lack of Consent		Call Center	South Bend, IN	3246444	W0031	Business Banking	Business Lending	ATM Down  	ATM Down  		
414	10007911	Customer	103633	08/25/17	Inappropriate Sales Tactics		Social Media	Shawnee Mission, KS	3246134	E0016	Business Banking	Business Lending	not happy atm is down    	not happy atm is down    		
415	10003038	Customer	101968	03/21/17	Misleading / False information		Call Center	New Orleans, LA	3246198	W0039	Consumer Banking	Credit Card	the customer walked up to the atm and she put her bofa atm card into atm inyn4908, and the machine took her card, and then froze, I'm making a complaint for her, and calling ans to try to reset the machine to get her card back   	the customer walked up to the atm and she put her bofa atm card into atm inyn4908, and the machine took her card, and then froze, I'm making a complaint for her, and calling ans to try to reset the machine to get her card back   		
416	10008182	Customer	101088	05/01/16	Unauthorized Activity / Lack of Consent		Call Center	Pittsburgh, PA	3246227	W0026	Business Banking	Merchant Services	atm ate his debit card  	atm ate his debit card  		
417	10008852	Customer	104053	01/05/17	Unauthorized Activity / Lack of Consent		Call Center	San Francisco, CA	3246429	E0006	Business Banking	Business Lending	bankruptcy  	bankruptcy  		
418	10002328	Customer	102846	01/06/17	Unauthorized Activity / Lack of Consent		Social Media	Chicago, IL	3246369	C0043	Consumer Banking	Credit Card	NON CUSTOMER UPSET BECUASE her EBT card was eaten by the ATM and she ask the security guard for help[ and the guard said I cant help you. the non customer thought that this was rude.  	NON CUSTOMER UPSET BECUASE her EBT card was eaten by the ATM and she ask the security guard for help[ and the guard said I cant help you. the non customer thought that this was rude.  		
419	10000491	Customer	103844	10/04/17	Manipulation/misrepresentation of sales		Branch	New York City, NY	3246348	C0045	Consumer Banking	Credit Card	atm deposit  did not process  	atm deposit  did not process  		
420	10003754	Customer	105377	09/04/17	Misleading / False information		Call Center	Seattle, WA	3246315	C0042	Consumer Banking	Checking	customer was very upset that the ATM didn't take her whole deposit  	customer was very upset that the ATM didn't take her whole deposit  		
421	10000881	Customer	103556	02/12/17	Misleading / False information		Call Center	Saint Paul, MN	3246388	C0045	Consumer Banking	Checking	customer is upset every time he uses the atm it rejects his checks.  	customer is upset every time he uses the atm it rejects his checks.  		
422	10006263	Customer	105579	09/03/17	Unauthorized Activity / Lack of Consent		Call Center	Oklahoma City, OK	3246198	W0039	Business Banking	Merchant Services	ATM Took Card  	ATM Took Card  		
423	10003843	Customer	100721	12/30/16	Unauthorized Activity / Lack of Consent		Social Media	Topeka, KS	3246309	W0037	Consumer Banking	Checking	  Complaint Type Other: if can mail payment when in bankruptcy if can mail payment when in bankruptcy 	  Complaint Type Other: if can mail payment when in bankruptcy if can mail payment when in bankruptcy 		
424	10006622	Customer	102746	03/03/16	Unauthorized Activity / Lack of Consent		Call Center	Southfield, MI	3246155	E0005	Business Banking	Merchant Services	MMF- adv TIC. advised cust min requirements to avoid MMF. cust thought he met min requirement of $10K combined balance with Merril Edge investment accounts ending in 3640 and 6121. Advised cust that type of account is another category- and requirement is $15,000.00 total combined assets in your eligible Merrill Edge or Merrill Lynch investment accounts  that are linked to your checking account Cust upset and feels we are changing requiremts.   	MMF- adv TIC. advised cust min requirements to avoid MMF. cust thought he met min requirement of $10K combined balance with Merril Edge investment accounts ending in 3640 and 6121. Advised cust that type of account is another category- and requirement is $15,000.00 total combined assets in your elig		
425	10010679	Customer	107310	03/06/16	Unauthorized Activity / Lack of Consent		Call Center	Berkeley, CA	3246443	E0014	Consumer Banking	Checking	Client was extremely rude to CSR Marevi for no reason. Client was not able to be respectful to teller because he felt the line was way too long.  	Client was extremely rude to CSR Marevi for no reason. Client was not able to be respectful to teller because he felt the line was way too long.  		
426	10010025	Customer	100309	10/05/16	Misleading / False information		Social Media	Lexington, KY	3246416	E0001	Business Banking	Business Lending	EXEUTRIX MARY DRIGGERS CALLED IN REQUESTING RELEASE OF CLAIM LETTER. SHE SENT 2 PRO RATA PAYMENTS IN, ONE FOR  974.61 DATED 10/1/16 AND ANOTHER PMT OF 215.95 DATED 11/8/16, SHE WANTS RELEASE OF CLAIM LETTER, EDU HER WE NEED COURT STAMPED DOCUMENTSS SHOWING THESE ARE PRO RATA PMTS, SHE SAID WE'RE THE ONLY COMPANY WHO REQUIRES THESE DOCUMENTS, SHE PAID ALL THAT SHE CAN PAY FROM ESTATE, EDU HER CAN SEND RELEASE LETTER AFTER 1099C IS ISSUED, SHE SAID THE LAST PERSON SHE TALKED TO TOLD HER THIS SAME THING AND WAS RUDE, SHE'S GOING TO CALL THE   FEDERAL TRADE COMMISSION, SHE ALSO WORKED WITH PROFESSORS AT UNIVERSITY OF FLORIDA LAW SCHOOL &amp; FEELS FRUSTRATED TO BE TREATED THIS WAY...IN MIDDLE OF CONVERSATION, LINE WENT DEAD....       	EXEUTRIX MARY DRIGGERS CALLED IN REQUESTING RELEASE OF CLAIM LETTER. SHE SENT 2 PRO RATA PAYMENTS IN, ONE FOR  974.61 DATED 10/1/16 AND ANOTHER PMT OF 215.95 DATED 11/8/16, SHE WANTS RELEASE OF CLAIM LETTER, EDU HER WE NEED COURT STAMPED DOCUMENTSS SHOWING THESE ARE PRO RATA PMTS, SHE SAID WE'RE THE		
427	10007730	Customer	101819	06/29/17	Manipulation/misrepresentation of sales		Call Center	Pasadena, CA	3246256	C0043	Business Banking	Business Lending	customer check not reading in the atm after 2 tries. cust stated the atm kept his card and did not return. adv cust to canecl card on line and order new cardd through customer service. adv cust card was kept do to he left the card abandon in the machine for several minutes while he went to his car to sign his check. apologize for mishap.  	customer check not reading in the atm after 2 tries. cust stated the atm kept his card and did not return. adv cust to canecl card on line and order new cardd through customer service. adv cust card was kept do to he left the card abandon in the machine for several minutes while he went to his car t		
428	10010102	Customer	102607	03/09/16	Unauthorized Activity / Lack of Consent		Call Center	Portland, OR	3246278	E0017	Business Banking	Merchant Services	General: hold times, atm malfunction  	General: hold times, atm malfunction  		
429	10008011	Customer	103517	08/29/17	Unauthorized Activity / Lack of Consent		Call Center	Springfield, IL	3246343	E0022	Business Banking	Merchant Services	General: ATM error call.  	General: ATM error call.  		
430	10010767	Customer	101228	04/22/16	Unauthorized Activity / Lack of Consent		Social Media	Baltimore, MD	3246199	E0013	Consumer Banking	Checking	atm185 captured clients dc and is not working any futher   	atm185 captured clients dc and is not working any futher   		
431	10001090	Customer	101427	06/21/17	Unauthorized Activity / Lack of Consent		Call Center	Orlando, FL	3246461	E0022	Consumer Banking	Credit Card	atm captured check and its sitting halfway trough the check reader and it will not release it,   	atm captured check and its sitting halfway trough the check reader and it will not release it,   		
432	10002989	Customer	100314	09/19/16	Manipulation/misrepresentation of sales		Call Center	Chicago, IL	3246184	C0042	Consumer Banking	Checking	General: cust angry about atm misdispense  	General: cust angry about atm misdispense  		
433	10007594	Customer	102184	05/22/16	Unauthorized Activity / Lack of Consent		Call Center	Shawnee Mission, KS	3246129	C0044	Business Banking	Business Lending	judgment obtained prior to bankruptcy. judgment lien was not avoided in the bankruptcy. judgment has expired we did not renew but county recorder is still reporting on customer's credit bureau. customer sent in writing &quot; if this information is not removed from my records by mar 22nd I will proceed with a legal situation from byran cave law firm. I will seek my lost money, damages, and consider a class action siote, as I imagine there are many other honorably discharged veterans who may have been put in this situation as well.&quot;  Complaint Type Other: legal judgment issue legal judgment issue 	judgment obtained prior to bankruptcy. judgment lien was not avoided in the bankruptcy. judgment has expired we did not renew but county recorder is still reporting on customer's credit bureau. customer sent in writing &quot; if this information is not removed from my records by mar 22nd I will proc		
434	10007386	Customer	102080	01/03/17	Misleading / False information		Branch	Philadelphia, PA	3246246	W0027	Business Banking	Business Lending	customer faxed document that he felt would resolve Compliance defect, however a letter was sent to him indicating what was received is not sufficient.  cust will fax again a different doc for Bus MOV defect, asked that he try back in 1-2 days to confirm received.  cust indicates if this is not sufficient to resolve profile issue, he will close the account and go to another bank.  read script regard ALL financial institutions req'd to update and verify information....etc.  	customer faxed document that he felt would resolve Compliance defect, however a letter was sent to him indicating what was received is not sufficient.  cust will fax again a different doc for Bus MOV defect, asked that he try back in 1-2 days to confirm received.  cust indicates if this is not suffi		
435	10001195	Customer	103816	06/14/16	Inappropriate Sales Tactics		Social Media	Ocala, FL	3246237	E0002	Consumer Banking	Credit Card	  Spoke w/ client regarding situation  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned Client went to casino to withdraw from non-boa atm and claims the money from the atm never came out.  Account is still posting a $503.50, and is hoping to have the money refunded.  This is her first interaction with BoA regarding the situation.	  Spoke w/ client regarding situation  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned Client went to casino to withdraw from non-boa atm and claims the money from the atm never came out. 		
436	10002524	Customer	100441	11/11/16	Inappropriate Sales Tactics		Branch	El Paso, TX	3246328	W0029	Consumer Banking	Credit Card	both atms are down, not accepting deposits    Complaint Type Other: both atms in drive up not accepting dep  	both atms are down, not accepting deposits    Complaint Type Other: both atms in drive up not accepting dep  		
437	10001045	Customer	100563	06/02/16	Unauthorized Activity / Lack of Consent		Social Media	Texarkana, TX	3246295	W0027	Consumer Banking	Credit Card	went to 3 seperate atms to make deposits and 2 would not accept deposits.   	went to 3 seperate atms to make deposits and 2 would not accept deposits.   		
438	10005207	Customer	102241	07/23/16	Manipulation/misrepresentation of sales		Social Media	Springfield, MO	3246133	C0042	Consumer Banking	Checking	atm did not want to cash chk atm issues rejected chk   	atm did not want to cash chk atm issues rejected chk   		
439	10007157	Customer	101871	09/30/17	Inappropriate Sales Tactics		Call Center	Providence, RI	3246198	W0039	Business Banking	Business Lending	CUSTOMER DEBIT CARD WORKS EVERYWHERE ELSE EXEPT IN THE PLUCKEMIN BANKING CENTER. CUSTOMER HAS TO COME IN TO DO A TRANSACTION.   Complaint Type Other: ATM NOT WORKING  ATM NOT WORKING  	CUSTOMER DEBIT CARD WORKS EVERYWHERE ELSE EXEPT IN THE PLUCKEMIN BANKING CENTER. CUSTOMER HAS TO COME IN TO DO A TRANSACTION.   Complaint Type Other: ATM NOT WORKING  ATM NOT WORKING  		
440	10007474	Customer	101110	04/30/17	Misleading / False information		Call Center	Cumming, GA	3246199	E0013	Business Banking	Business Lending	atm was unable to process withdrawal; customer had to come into financial center for withdrawal  	atm was unable to process withdrawal; customer had to come into financial center for withdrawal  		
441	10004564	Customer	102331	12/20/16	Misleading / False information		Social Media	Reno, NV	3246421	E0020	Consumer Banking	Credit Card	card captured at atm  	card captured at atm  		
442	10010842	Customer	101834	02/20/16	Inappropriate Sales Tactics		Social Media	San Antonio, TX	3246231	E0015	Consumer Banking	Checking	  KMOYES.PHX.CET…SERVICE RELATED ADJUSTMENTS HAVE BEEN APPROVED.   COMMITMENT TO CALL ONCE APPROVED, 772.418.6450, RINGS TO BUSY, UNABLE TO LEAVE MESSAGE.  CLOSING CASE.  COMMIT 1850337&#x0D; peer assistance/ will re-assign/ submit service related adjustment awaiting review of service related adjustment awaiting review of service related adjustment JASON TRAN ESCALATED CALL TO REQUEST LATE FEE AND INTEREST WAIVERS DUE TO NO STATEMENT RECEIVED.  ADDRESS VERIFIED FROM 01/19/17 UPDATE, NO HOLD, NO PAPER SUPRESSION, CANNOT CONFIRM BANK ERROR.  ADVISED ACCOUNT INELIGIBLE FOR COURTESY INTEREST WAIVER, INTEREST IS VALID, BILLED DUE TO REVOLVING BALNACE AND NOT PAID IN FULL.  ADVISED 32.59 TOTAL INTEREST FOR 01/2017-02/2017. I CONFIMRED 138.00 PAID TODAY, STATEMENTS HAVE BEEN SENT 03/16, 12/16-02/17. ADVISED ON ADDITIONAL INTEREST BILLING IF BALANCE IN FULL IS NOT PAID.  ADVISED NO INTEREST WAIVER WILL BE PROCESSED, BUT CAN SUBMIT REQUEST FOR FEES AND DELINQUENCY.  CONFIRMED REQUEST WILL BE FOR 30DAY DELINQUENCY 02/2017, 62.00 IN LATE FEES 01/2017-02/2017, BUT NOT THE INTEREST. ADVISED ESTIMATED 18.40 INTEREST TO BILL FOR MARCH BASED ON APR AND 31 DAY CYCLE ON CURRENT BALANCE.  CONFIRMED DUE DATE IS 2ND EACH MONTH, ADVISED ON E-STATEMENT OPTION.  I QUOTED 857.80 REMAINING STATEMENT BALANCE TO BE PAID, LESS LATE FEES AND CURRENT 138.00  PAYMENT, AND CUSTOMER UNDERSTANDS INTEREST WILL BILL 3/5/17.  ADVISED AFTER 3/5/17 INTERST BILLS, CAN CALL BACK AND REQUEST COURTESY WAIVER IF ELIGIBLE, UNABLE TO STOP IT FROM BILLING IN ADVANCE, AND AGAIN CONFIRMED NO OPTION TO WAIVE 01/2017-02/2017 INTEREST. I ADVSIED TO WAIT TO REQUEST UNTIL ADJUSTMENTS COMPLETE. STATED HE IS UNABLE TO PAY TODAY, STATED MAY BE ABLE TO WITHIN A COUPLE DAYS. I COMMITTED TO CALL ONCE ADJUSTMENTS COMPLETE.  CANCELLED FORM 48677176 DUE TO PAYMENT HAS NOT YET POSTED AND ACCOUNT CYCLES WITHIN 3 DAYS.  PROVIDED CALL BACK AND COMMIT 1850337.    ***WTNR DUE TO PHONE NUMBER REMOVAL SUBMITTED BY TRANSFERRING ASSOCIATE***   CUSTOMER ESCALATION JASON TRAN ESCALATED CALL TO REQUEST LATE FEE AND INTEREST WAIVERS DUE TO NO STATEMENT RECEIVED.  ADVISED ACCOUNT INELIGIBLE FOR COURTESY INTEREST WAIVER, INTEREST IS VALID, BILLED DUE TO REVOLVING BALNACE AND NOT PAID IN FULL.  OFFERED TO SUBMIT SERVICE RELATED ADJUSTMENT FOR APPROVAL.   FOLLOW  UP CALL MADE, BUT UNABLE TO CONNECT TO CUSTOMER. NO FURTHER ACTION. JASON TRAN ESCALATED CALL TO REQUEST LATE FEE AND INTEREST WAIVERS DUE TO NO STATEMENT RECEIVED. Interest Rate/APR Interest Rate/APR Interest Rate/APRInterest Charge Dispute Interest ChargesKMOYES.PHX.CET…SERVICE RELATED ADJUSTMENTS HAVE BEEN APPROVED.   COMMITMENT TO CALL ONCE APPROVED, 772.418.6450, RINGS TO BUSY, UNABLE TO LEAVE MESSAGE.  CLOSING CASE.  COMMIT 1850337	  KMOYES.PHX.CET…SERVICE RELATED ADJUSTMENTS HAVE BEEN APPROVED.   COMMITMENT TO CALL ONCE APPROVED, 772.418.6450, RINGS TO BUSY, UNABLE TO LEAVE MESSAGE.  CLOSING CASE.  COMMIT 1850337&#x0D; peer assistance/ will re-assign/ submit service related adjustment awaiting review of service related adjust		
443	10000511	Customer	104362	03/11/16	Unauthorized Activity / Lack of Consent		Social Media	Cleveland, OH	3246316	E0011	Consumer Banking	Checking	SPOKE WITH PAPP, READ REG B. CLARIFIED WITH PAPP THAT THE NOTE INCE  OM IS RENTAL INCOME. ALSO VERIFIED THAT THE EAST WEST BK MTG WAS ON   THE IP. ADV APPP WILL SEND THE FILE FOR FURTHER REVIEW. ADV APPP P  ROCESSOR WILL BE REACHING WITHIN 3-5 BUSINESS DAYS. ALSO ADV PAPP T  HE PROCESSOR WILL BE REACHING OUT TO REQUEST LAST 2 YEAR TAX RETURN  S.PAPP ALSO HAD CONCERN ABOUT CREDIT SCORE AND SSN # FOR SAPP. ADV   SSN # FOR SAPP WAS VERIFIED, ALSO ADV THE CB HAVE DIFFERENT RANGES   FOR CREDIT SCORE, ADV I WOULDNT WORRY TO MUCH AS HER SCORE IS HIGH   Complaint Type Other: papp was concerned  papp was concerned  	SPOKE WITH PAPP, READ REG B. CLARIFIED WITH PAPP THAT THE NOTE INCE  OM IS RENTAL INCOME. ALSO VERIFIED THAT THE EAST WEST BK MTG WAS ON   THE IP. ADV APPP WILL SEND THE FILE FOR FURTHER REVIEW. ADV APPP P  ROCESSOR WILL BE REACHING WITHIN 3-5 BUSINESS DAYS. ALSO ADV PAPP T  HE PROCESSOR WILL BE REA		
444	10007465	Customer	103359	09/26/17	Unauthorized Activity / Lack of Consent		Branch	Muskegon, MI	3246153	E0022	Business Banking	Business Lending	  left voicemail 2/28/17 2:41pm sent no contact letter 3/6/17 left voicemail for client 2/27/17 @ 2:43pm  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes **FC CSR Maritz Survey**2/24/17**cost center 0918** Customer Want to be Contacted:YES**Problem comment:  I was attempting to cash a check, so I could get $5/$10 increments (as that is notavailable at the ATM). I was told the check did not exist, even though it originated from a Bank ofAmerica account, as well as me having a bank of America account. I waited at the drive through forover 30 minutes despite me hitting the call button several times asking what the delay was andexplaining that I had to pick up my child for daycare and could not wait a long time.  No one wouldgive me any information other than you just have to wait while we verify the check. So I asked if Icould just deposit the check, and take out the $100 cash from my account, I was told I could not andjust had to wait. After waiting a total of 30 minutes I was told the check that I had could not beverified and they could not do anything. I again asked them to deposit it, but they would not andjust gave it back to me.  So after waiting all that time I was told they could not help me, despiteme having an account with bank of America. So, I then had to go to the drive up ATM, I deposited thecheck, so in total the transaction took me almost 45 minutes, making me late to pick up my childfrom his daycare, resulting in me having to pay a $50 fine to his daycare. I was treated like a hada fake check, the teller and manager were nasty and accusatory and would not provide any informationto me. The check I was attempting to cash was from the American Kidney Fund, I get a check to helpthe patients where I work every 3 months, so this is not the first time I have gotten andcashed/deposited a check from this entity. I am not frustrated that they could not verify if thecheck was real, but rather because they kept me waiting over 30 minutes, would not give me anyinformation despite me repeatedly asking and not allowing me to leave, as they would not give meback my check/drivers license/ATM card, so I had to wait, they did not respect my time, made melate to pick up my son, resulting in me getting a $50 fine, AND were nasty, despite me being a bankof America account holder for at least 8 years. I would like someone to call me about this issue813-787-3409 Kristi Miller, If I do not hear from someone ,I may cancel all my accounts includingcredit cards/bank accounts.	  left voicemail 2/28/17 2:41pm sent no contact letter 3/6/17 left voicemail for client 2/27/17 @ 2:43pm  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes **FC CSR Maritz Survey**2/24/17**cost center 0918** Customer Want to be Contacted:YES**Pro		
445	10006590	Customer	102506	08/08/17	Manipulation/misrepresentation of sales		Branch	Baltimore, MD	3246392	W0028	Business Banking	Business Lending	Unable to cash check due to ATA not being able to read check advd to go in Fc.  	Unable to cash check due to ATA not being able to read check advd to go in Fc.  		
446	10008738	Customer	103820	05/18/17	Unauthorized Activity / Lack of Consent		Call Center	New Orleans, LA	3246124	W0031	Business Banking	Business Lending	General: debit card retain atm machine  	General: debit card retain atm machine  		
447	10006385	Customer	104327	04/17/16	Inappropriate Sales Tactics		Social Media	Columbus, GA	3246313	C0045	Business Banking	Merchant Services	General: ch upset that atm malfunction misdispense was corrected  	General: ch upset that atm malfunction misdispense was corrected  		
448	10010744	Customer	101288	02/23/17	Unauthorized Activity / Lack of Consent		Call Center	Staten Island, NY	3246405	E0012	Consumer Banking	Checking	account consolidation   	account consolidation   		
449	10007462	Customer	102659	06/22/16	Unauthorized Activity / Lack of Consent		Branch	Boston, MA	3246434	E0013	Business Banking	Business Lending	Spoke with the borrower and confirmed closing. Process has been difficult for the borrower the last few days due to the coinsurance issue. Requested rush closing with leadership and closing manager.    Closing Script:    Closing Date: 03/10/2017  Closing Time: 6:00 PM  Closing Location: 13626 Scottie Circle Kearney MO 64060  Title Co:   NTP  Non-Borrowing Spouse: NO  Dual Signing: NO  Closing in a trust:    NO  Power of attorney being used: NO  Escrow Waiver: NO    Items to be paid off: 2 Bank of America Mortgages    Funds to close: Borrower does not wish to bring funds to closing. Deed being prepared to remove husband who is deceased. Borrower will have original death certificate.    Borrower&rsquo;s Contact Phone Number: 816-225-7391    	Spoke with the borrower and confirmed closing. Process has been difficult for the borrower the last few days due to the coinsurance issue. Requested rush closing with leadership and closing manager.    Closing Script:    Closing Date: 03/10/2017  Closing Time: 6:00 PM  Closing Location: 13626 Scotti		
450	10010284	Customer	103661	01/23/17	Inappropriate Sales Tactics		Social Media	Albany, NY	3246180	E0011	Consumer Banking	Checking	said branch rep was rude and did not help her 980 post rd E westport and said walk ups are cutting in at the drive through  and h ad t wait 20 minutes for me    	said branch rep was rude and did not help her 980 post rd E westport and said walk ups are cutting in at the drive through  and h ad t wait 20 minutes for me    		
451	10010559	Customer	100555	09/08/16	Unauthorized Activity / Lack of Consent		Call Center	Zephyrhills, FL	3246318	E0011	Consumer Banking	Checking	Customer would like to see ATA with teller assist in Hasbrouck HTS. Customer are waiting too long moving between drive thru and teller line  Also suggests that ATA should have enclosure for privacy  ATA not giving receipt  	Customer would like to see ATA with teller assist in Hasbrouck HTS. Customer are waiting too long moving between drive thru and teller line  Also suggests that ATA should have enclosure for privacy  ATA not giving receipt  		
452	10008172	Customer	106176	07/10/17	Unauthorized Activity / Lack of Consent		Call Center	Bronx, NY	3246258	E0005	Business Banking	Merchant Services	cx upse that she was provided wrong information from agent she spoke to earlier today 3/10/17. cx states that she was informed that she would be able to withdrawl at ATM $1300.00 cx was not provided an increase limit change which caused cx to get declined. cx set perm. atm limit at $1500  	cx upse that she was provided wrong information from agent she spoke to earlier today 3/10/17. cx states that she was informed that she would be able to withdrawl at ATM $1300.00 cx was not provided an increase limit change which caused cx to get declined. cx set perm. atm limit at $1500  		
453	10000004	Customer	102542	08/22/17	Misleading / False information		Social Media	Memphis, TN	3246347	W0026	Consumer Banking	Checking	  [Case Comments] - The payoff statement was completed after escalating the payoff to the BK payoff escalations email box.  [Case Notes] - Source of Dissatisfaction:  states payoff faxed 2/27/17 and should have been received previously&#x0D;Follow-Up Needed:  requests payoff faxed 3/9/17 to 703-250-9446 for 10 day payoff  Specialty Servicing-Bankruptcy HELOC Payoff Demand  Source of Dissatisfaction:  states payoff faxed 2/27/17 and should have been received previouslyFollow-Up Needed:  requests payoff faxed 3/9/17 to 703-250-9446 for 10 day payoff The payoff statement was completed after escalating the payoff to the BK payoff escalations email box. The customer requested an expedited completion of the payoff statement.	  [Case Comments] - The payoff statement was completed after escalating the payoff to the BK payoff escalations email box.  [Case Notes] - Source of Dissatisfaction:  states payoff faxed 2/27/17 and should have been received previously&#x0D;Follow-Up Needed:  requests payoff faxed 3/9/17 to 703-250-		
454	10008223	Customer	105067	03/19/16	Unauthorized Activity / Lack of Consent		Social Media	Pocatello, ID	3246368	W0039	Business Banking	Business Lending	cx.unsatisfied that ATA machine dispersed all $1s   	cx.unsatisfied that ATA machine dispersed all $1s   		
455	10006293	Customer	100290	10/06/17	Misleading / False information		Call Center	New York City, NY	3246219	E0016	Business Banking	Business Lending	GeneralDetail: adv cust next steps of claimGeneral: Client is upset that his temp credit hardship review was declined and is upset that the funds are not available due to ATM malfunction.  	GeneralDetail: adv cust next steps of claimGeneral: Client is upset that his temp credit hardship review was declined and is upset that the funds are not available due to ATM malfunction.  		
456	10007747	Customer	103218	02/02/17	Unauthorized Activity / Lack of Consent		Call Center	Waterbury, CT	3246185	E0019	Business Banking	Business Lending	client made deposit in atm and cash jammed, he does not know total and insists we call for tech to open atm will not leave without credit for his deposit  	client made deposit in atm and cash jammed, he does not know total and insists we call for tech to open atm will not leave without credit for his deposit  		
457	10009598	Customer	103309	09/02/17	Unauthorized Activity / Lack of Consent		Call Center	Santa Barbara, CA	3246328	W0029	Business Banking	Merchant Services	atms are down too often  	atms are down too often  		
458	10004931	Customer	100332	05/13/17	Inappropriate Sales Tactics		Social Media	Peoria, IL	3246371	E0012	Consumer Banking	Credit Card	atm is still not working   	atm is still not working   		
459	10007396	Customer	103911	10/10/17	Manipulation/misrepresentation of sales		Social Media	Minneapolis, MN	3246261	E0010	Business Banking	Merchant Services	General: Customer concerned atm took card  	General: Customer concerned atm took card  		
460	10005494	Customer	101505	01/06/16	Unauthorized Activity / Lack of Consent		Call Center	El Paso, TX	3246319	E0002	Consumer Banking	Credit Card	Customer Debit card was captured at the ATM.   	Customer Debit card was captured at the ATM.   		
461	10002083	Customer	106907	03/03/17	Misleading / False information		Social Media	Des Moines, IA	3246391	W0027	Consumer Banking	Checking	ATM CAPTURED THE CARD  	ATM CAPTURED THE CARD  		
462	10000381	Customer	105393	11/01/16	Inappropriate Sales Tactics		Call Center	Topeka, KS	3246399	C0042	Consumer Banking	Credit Card	atm malfunction atm kept rejectting check   	atm malfunction atm kept rejectting check   		
463	10006257	Customer	102467	08/28/16	Unauthorized Activity / Lack of Consent		Call Center	Tulsa, OK	3246421	E0020	Business Banking	Merchant Services	 * Complaint Type Not Listed:cx made a deposit for $100 and the atm didn't give funds back and they weren't credited to the acct * Action Taken Not Listed:connected cx to claims  	 * Complaint Type Not Listed:cx made a deposit for $100 and the atm didn't give funds back and they weren't credited to the acct * Action Taken Not Listed:connected cx to claims  		
464	10001199	Customer	104414	03/29/16	Unauthorized Activity / Lack of Consent		Branch	Chicago, IL	3246320	C0042	Consumer Banking	Credit Card	You continue to show on my credit report although the account has yet to be verified. I have tried several times to receive this validation, but the response is incomplete each time. NA #4888937075330300 Called customer to discuss issues received through the CFPB. left a message to call			
465	10008254	Customer	101210	09/14/16	Unauthorized Activity / Lack of Consent		Branch	Little Rock, AR	3246334	E0024	Business Banking	Merchant Services	  *CET PHX R UGARTE* Associate said customer stated that he went to branch on March 23rd to close the account and open a new account 2811, but he was asked if he wanted to keep the same debit card number for the new account he stated that he would keep the same debit card number. Now both accounts are on hold and his payroll deposit is on hold. Spoke to customer he stated the same information but added that he has his children this weekend and needs access to his pay, advised customer that I would look into getting this resolved for him, I could call him back but I would need his ok to call after 9:00 PM his time, he said it was ok for me to call after 9:00 PM today. I called ECOD after speaking with customer, spoke to associate DEBORAH LEON, SHE ADVISED ME THAT THE VENDING MACHINE TRANSACTIONS THAT ARE APPEARING ON BOTH ACCOUNTS WAS CAUSED BECAUSE THE MERCHANT DID NOT PUT THE TRANSACTIONS THROUGH UNTIL NOW, THIS IS WHY THE 9551 ACCOUNT IS FROZEN BECAUSE IT IS TRYING TO CLOSE. ADVISED THAT CUSTOMER NEEDS TO CALL ATM CLAIMS TO GET THOSE TRANSACTION CLEARED OUT OF THE 9551 ACCOUNT. AS FOR THE DEPOSIT OF $1634.25, $200.00 of 1634.53 will be available midnight. $1434.53 will be available on 9:00 am Saturday.  if he needs funds earlier he can call 800 444-8721. I will call customer back with information.  *CET PHX R UGARTE* Customer gave ok to call him after 9:00 PM his time. 1st attempt call to follow up on account, spoke to customer Curtis, read record disclosure, verified date of birth read mini Miranda,  ADVISED THAT CUSTOMER NEEDS TO CALL ATM CLAIMS, CALL DROPPED CALL BACK CUSTOMER, READ RECORD DISCLOSURE, VERIFIED DATE OF BIRTH, READ MINI MIRANDA. ADVISED  TO GET THOSE TRANSACTION CLEARED OUT OF THE 9551 ACCOUNT 877 337-4228. AS FOR THE DEPOSIT OF $1634.25, $200.00 of 1634.53 will be available midnight. $1434.53 will be available on 9:00 am Saturday. If he needs funds earlier he can call 800 444-8721. Customer asked to be transferred to debit claims, I did and warm transferred customer for assist. Closing commit   Customer stated that old account 9551 & 2808 are linked and same transaction appear on both accounts.   Provided customer with information for resolution Customer stated that old account 9551 & 2808 are linked and same transaction appear on both accounts. Demand Deposit Account Demand Deposit Account Demand Deposit AccountFunds Blocked*CET PHX R UGARTE* Customer gave ok to call him after 9:00 PM his time. 1st attempt call to follow up on account, spoke to customer Curtis, read record disclosure, verified date of birth read mini Miranda,  ADVISED THAT CUSTOMER NEEDS TO CALL ATM CLAIMS, CALL DROPPED CALL BACK CUSTOMER, READ RECORD DISCLOSURE, VERIFIED DATE OF BIRTH, READ MINI MIRANDA. ADVISED  TO GET THOSE TRANSACTION CLEARED OUT OF THE 9551 ACCOUNT 877 337-4228. AS FOR THE DEPOSIT OF $1634.25, $200.00 of 1634.53 will be available midnight. $1434.53 will be available on 9:00 am Saturday. If he needs funds earlier he can call 800 444-8721. Customer asked to be transferred to debit claims, I did and warm transferred customer for assist. Closing commit	  *CET PHX R UGARTE* Associate said customer stated that he went to branch on March 23rd to close the account and open a new account 2811, but he was asked if he wanted to keep the same debit card number for the new account he stated that he would keep the same debit card number. Now both accounts a		
466	10009296	Customer	100433	03/18/17	Misleading / False information		Social Media	Albuquerque, NM	3246243	E0004	Business Banking	Merchant Services	Customer was not certain as to why his statement balance on his credit card was lower than the balance viewed by the ATA associate  	Customer was not certain as to why his statement balance on his credit card was lower than the balance viewed by the ATA associate  		
467	10006627	Customer	105033	08/16/16	Inappropriate Sales Tactics		Social Media	Boston, MA	3246143	E0002	Business Banking	Merchant Services	 * Action Taken Not Listed:Cx stated she tried to w/d funds transaction view acct adv cs will nd spoke wth atm debit and clld   	 * Action Taken Not Listed:Cx stated she tried to w/d funds transaction view acct adv cs will nd spoke wth atm debit and clld   		
468	10006197	Customer	100118	04/17/17	Manipulation/misrepresentation of sales		Call Center	Springfield, IL	3246329	C0041	Consumer Banking	Credit Card	Cust went to B/C at Harris Blvd and N Tryon in Charlotte NC. She had a cash deposit to make anf the ATM was not accepting cash so she had to go in. She then met with an associate named Gray who she said accused her of taking a pen. He also told her she should have used the ATM but she explained why she came inside to make the deposit. He accuseed her again of taking the pen so she asked him to pull the tape since cameras are everywhere and prove she took it. She is very offended about this and is considering closing the accts.  	Cust went to B/C at Harris Blvd and N Tryon in Charlotte NC. She had a cash deposit to make anf the ATM was not accepting cash so she had to go in. She then met with an associate named Gray who she said accused her of taking a pen. He also told her she should have used the ATM but she explained why 		
469	10010036	Customer	103819	12/07/16	Unauthorized Activity / Lack of Consent		Social Media	Los Angeles, CA	3246402	C0045	Business Banking	Business Lending	customer is upset with dep hold through atm because his account is out of state  	customer is upset with dep hold through atm because his account is out of state  		
470	10010082	Customer	103813	10/01/17	Misleading / False information		Social Media	Waterbury, CT	3246391	W0027	Business Banking	Business Lending	customer was upset because the atm was not working  	customer was upset because the atm was not working  		
471	10005202	Customer	104297	10/25/16	Manipulation/misrepresentation of sales		Social Media	Van Nuys, CA	3246358	E0021	Consumer Banking	Checking	Customer was upset about overdraft fees due to checks coming out of her account consistently. Customer stated that it was a bank error and demanded we refund the fee but we were unable to due to multiple refunds in the past.  	Customer was upset about overdraft fees due to checks coming out of her account consistently. Customer stated that it was a bank error and demanded we refund the fee but we were unable to due to multiple refunds in the past.  		
472	10009822	Customer	104178	08/09/16	Misleading / False information		Call Center	Long Beach, CA	3246415	W0037	Business Banking	Business Lending	Customer irate having to wait for notary service and refused to make an appointment. Also stated the branch is too short staffed.  	Customer irate having to wait for notary service and refused to make an appointment. Also stated the branch is too short staffed.  		
473	10010159	Customer	105051	10/11/17	Unauthorized Activity / Lack of Consent		Call Center	Sioux Falls, SD	3246450	E0013	Business Banking	Merchant Services	  *CET PHX R UGARTE* Associate said primary was to be transferred to supervisor to speak about late fees. Spoke to primary she stated that she had called us and associate Margaret and the call dropped and did not get a call back was quite rude. In September her mother past away, in November she had accident and would pay account with life insurance direct deposit, but we would not accept the direct deposit. She had spoken to several managers and they are all telling her that we will take care of the late fees. Advised that there was request made on March 16th to have the late fees waived. Customer repeated that same information, she stated that the Margaret associate would report the account as past due but customer was willing to pay $212.00 but would not pay the full total due for March till her late fees are waived as promised. Advised I would take payment for the $212.00 if she received late fee she could call to see if there was anything we could do to. Primary stated that she had promised to make the $212.00 payment today. She stated that she was not happy with the customer service provided by regular associates.   Customer had requested late fees adjusted for November December 2016 Advised there was already request waiting to be processed for the late fees Customer had requested late fees adjusted for November December 2016 Fees Fees Late FeeCustomer Error/Oversight*CET PHX R UGARTE* Associate said primary was to be transferred to supervisor to speak about late fees. Spoke to primary she stated that she had called us and associate Margaret and the call dropped and did not get a call back was quite rude. In September her mother past away, in November she had accident and would pay account with life insurance direct deposit, but we would not accept the direct deposit. She had spoken to several managers and they are all telling her that we will take care of the late fees. Advised that there was request made on March 16th to have the late fees waived. Customer repeated that same information, she stated that the Margaret associate would report the account as past due but customer was willing to pay $212.00 but would not pay the full total due for March till her late fees are waived as promised. Advised I would take payment for the $212.00 if she received late fee she could call to see if there was anything we could do to. Primary stated that she had promised to make the $212.00 payment today. She stated that she was not happy with the customer service provided by regular associates.	  *CET PHX R UGARTE* Associate said primary was to be transferred to supervisor to speak about late fees. Spoke to primary she stated that she had called us and associate Margaret and the call dropped and did not get a call back was quite rude. In September her mother past away, in November she had 		
474	10009387	Customer	102431	01/11/17	Inappropriate Sales Tactics		Branch	Chicago, IL	3246463	W0033	Business Banking	Business Lending	General: why did  the atm not deposit my check  	General: why did  the atm not deposit my check  		
475	10007255	Customer	104070	06/13/16	Unauthorized Activity / Lack of Consent		Social Media	San Diego, CA	3246180	E0011	Business Banking	Merchant Services	General: expressed concern over getting credit for atm deposit error.  	General: expressed concern over getting credit for atm deposit error.  		
476	10008368	Customer	105359	04/30/17	Misleading / False information		Call Center	Richmond, VA	3246309	W0037	Business Banking	Merchant Services	General: ATM ERROR CALL.  	General: ATM ERROR CALL.  		
477	10010012	Customer	102295	12/05/16	Misleading / False information		Branch	Rochester, NY	3246201	E0017	Business Banking	Business Lending	customer came in and was upset that both ATM's outside of our center were not working properly and will not take any money or deposits. Customer stated that this is not the first time ATM at Pearland Parkway were not working properly, and this is the third time in a month that she is coming in to the teller line to make her deposit. She stated to never have a problem at Dixie farm and their ATM.   	customer came in and was upset that both ATM's outside of our center were not working properly and will not take any money or deposits. Customer stated that this is not the first time ATM at Pearland Parkway were not working properly, and this is the third time in a month that she is coming in to th		
478	10009969	Customer	106758	01/06/17	Unauthorized Activity / Lack of Consent		Call Center	Topeka, KS	3246314	E0023	Business Banking	Merchant Services	  [Case Notes] - customer called on 03/10 to process an epp by phone. Verified via phone call history that customer was provided a confirmation number however no payment was ever processed. will review with TML to see if payment can be backdated as customer originally called on 03/10. [Case Comments] - Payment posted, working on getting payment backdated due to bank error.  [Case Comments] - Called customer and confirmed that we were able to back date payment, informed I would send out a good standing letter. Confirmed that there was no additional concerns, customer thanked me for my assistance. [Case Comments] - Customer called on 03/10/2017 to process a payment to be drafted on 03/15/2017 in the amount of $2000.00 however the associate processed the payment under the incorrect loan number. Payment was processed using loan number 230868163, confirmation number that was provided to the customer was 20170310125657960P. Payment ended up being cancelled because the loan was paid in full. Payment needs to be backdated due to bank error and associate referencing the incorrect loan when processing the EPP.   CSCC Home Loans BPE Phone  Payment Payment Research customer called on 03/10 to process an epp by phone. Verified via phone call history that customer was provided a confirmation number however no payment was ever processed. will review with TML to see if payment can be backdated as customer originally called on 03/10. resolved	  [Case Notes] - customer called on 03/10 to process an epp by phone. Verified via phone call history that customer was provided a confirmation number however no payment was ever processed. will review with TML to see if payment can be backdated as customer originally called on 03/10. [Case Comments		
479	10010118	Customer	105171	05/18/17	Unauthorized Activity / Lack of Consent		Social Media	Decatur, IL	3246376	C0045	Business Banking	Business Lending	 * Complaint Type Not Listed:business account linkage and turning the bill pay on for the business account  	 * Complaint Type Not Listed:business account linkage and turning the bill pay on for the business account  		
480	10008347	Customer	101985	03/26/16	Misleading / False information		Branch	Toledo, OH	3246368	W0039	Business Banking	Business Lending	General: atm check error deposit  	General: atm check error deposit  		
481	10008848	Customer	103286	11/20/16	Inappropriate Sales Tactics		Social Media	Saint Louis, MO	3246309	W0037	Business Banking	Business Lending	ch states prev pmnt 3-3 declined.. ed on eps bofa account error.. included check #.. srn override due to bank error.. ch made new $400 pmnt thru mobile app..  ed ch waived $25 late fee due to bank error  	ch states prev pmnt 3-3 declined.. ed on eps bofa account error.. included check #.. srn override due to bank error.. ch made new $400 pmnt thru mobile app..  ed ch waived $25 late fee due to bank error  		
482	10002284	Customer	104046	07/31/17	Manipulation/misrepresentation of sales		Social Media	Austin, TX	3246101	E0003	Consumer Banking	Credit Card	Agent told me I will receive benefits and gifts then he created a new card account under my name without my consent.	Agent told me I will receive benefits and gifts then he created a new card account under my name without my consent.		
483	10008179	Customer	100672	10/02/17	Unauthorized Activity / Lack of Consent		Call Center	Lancaster, PA	3246338	E0022	Business Banking	Business Lending	all 3 atm's in havasu are down  	all 3 atm's in havasu are down  		
484	10002919	Customer	101035	07/03/17	Unauthorized Activity / Lack of Consent		Call Center	Houston, TX	3246414	W0035	Consumer Banking	Credit Card	does not want to use the atm says her cash always gets jammed  	does not want to use the atm says her cash always gets jammed  		
485	10004821	Customer	104855	01/23/17	Misleading / False information		Call Center	Lake Worth, FL	3246199	E0013	Consumer Banking	Checking	ch saw int charges - was under impression from bk rep that had 0% 12 mo - ch did state was not approved for unsecured - advised unsecured may have had that 0 % offer  -   	ch saw int charges - was under impression from bk rep that had 0% 12 mo - ch did state was not approved for unsecured - advised unsecured may have had that 0 % offer  -   		
486	10002070	Customer	102616	04/18/17	Unauthorized Activity / Lack of Consent		Social Media	Des Moines, IA	3246297	E0009	Consumer Banking	Checking	Went to another center for notary for modification papers that had to be sent by 5 and they said they had notary avail but didn't have time to notarize. thought it was rude.  	Went to another center for notary for modification papers that had to be sent by 5 and they said they had notary avail but didn't have time to notarize. thought it was rude.  		
487	10009657	Customer	101698	10/10/17	Misleading / False information		Call Center	Chicago, IL	3246311	E0007	Business Banking	Business Lending	General: cust says atm malfunction at ican5961  	General: cust says atm malfunction at ican5961  		
488	10004827	Customer	100227	05/03/17	Inappropriate Sales Tactics		Call Center	Oklahoma City, OK	3246347	W0026	Consumer Banking	Credit Card	foreign DC not working at multiple ATMs   	foreign DC not working at multiple ATMs   		
489	10000879	Customer	102468	05/23/16	Unauthorized Activity / Lack of Consent		Call Center	Birmingham, AL	3246128	E0009	Consumer Banking	Credit Card	Client not happy her check card was captured in the atm. Explained she could go into the branch. Client frustrated and didn't want to go in. Explained this is the quickest way to get a card. Client decided in the end to go into the brach  Action Taken Other: Went into the branch to get temp. card  Complaint Type Other: ATM captured in ATM ATM captured in ATM Went into the branch to get temp. card	Client not happy her check card was captured in the atm. Explained she could go into the branch. Client frustrated and didn't want to go in. Explained this is the quickest way to get a card. Client decided in the end to go into the brach  Action Taken Other: Went into the branch to get temp. card  C		
490	10000373	Customer	103062	05/11/16	Misleading / False information		Branch	Riverside, CA	3246246	W0027	Consumer Banking	Credit Card	       CUSTOMER UPSET THAT THE  ATM JUST TOOK 100.00 BILL WHEN MAKING A DEPOSIT  AND DIDN'T GET A RECEIPT  ONLY GOT CREDIT FOR 200.00   	       CUSTOMER UPSET THAT THE  ATM JUST TOOK 100.00 BILL WHEN MAKING A DEPOSIT  AND DIDN'T GET A RECEIPT  ONLY GOT CREDIT FOR 200.00   		
491	10009822	Customer	104178	03/13/16	Misleading / False information		Social Media	Syracuse, NY	3246415	W0037	Business Banking	Business Lending	customer was not able to get money out of the atm. atm was not working.  	customer was not able to get money out of the atm. atm was not working.  		
492	10001585	Customer	103482	09/20/16	Misleading / False information		Social Media	Chicago, IL	3246431	E0012	Consumer Banking	Credit Card	General: AAL** customer is calling in regards to fee on the account, credited EOBC and customer aware of how fees can be assessed. no further fees will be credited unless bank error/claim related.  	General: AAL** customer is calling in regards to fee on the account, credited EOBC and customer aware of how fees can be assessed. no further fees will be credited unless bank error/claim related.  		
493	10005660	Customer	102433	05/11/16	Misleading / False information		Call Center	Fort Wayne, IN	3246252	C0044	Consumer Banking	Checking	customer blamed the bank for his account being late. said he had the account setup to be paid through auto draft and that in the interim his personal checking account linked to car loan changed to a corporate account and he has had nothing but problems since.   	customer blamed the bank for his account being late. said he had the account setup to be paid through auto draft and that in the interim his personal checking account linked to car loan changed to a corporate account and he has had nothing but problems since.   		
494	10000793	Customer	103589	08/17/17	Unauthorized Activity / Lack of Consent		Social Media	Tempe, AZ	3246322	E0024	Consumer Banking	Credit Card	Lou Barba was upset that his application to renew his HELOC was rejected. He complained that he was given a run-around for weeks as he was asked to fax the same documents over and over again. He was told by someone on the phone that his application was declined, and he said she refused to tell him why other than re-reading the same script over and over. He said she would not answer any questions he asked.  	Lou Barba was upset that his application to renew his HELOC was rejected. He complained that he was given a run-around for weeks as he was asked to fax the same documents over and over again. He was told by someone on the phone that his application was declined, and he said she refused to tell him w		
495	10004189	Customer	103900	09/30/17	Misleading / False information		Social Media	Fort Worth, TX	3246113	C0042	Consumer Banking	Credit Card	Borrower stated she called in earlier.  She stated the connecting person acted rude towards her.   	Borrower stated she called in earlier.  She stated the connecting person acted rude towards her.   		
496	10005531	Customer	100774	02/28/16	Inappropriate Sales Tactics		Call Center	Miami, FL	3246235	W0034	Consumer Banking	Checking	General: Customer complained ATM didnt deposit funds  	General: Customer complained ATM didnt deposit funds  		
497	10010078	Customer	103065	12/04/16	Unauthorized Activity / Lack of Consent		Social Media	Washington, DC	3246180	E0011	Business Banking	Business Lending	CLIENT DEPOSIT A CHECK IN THE ATM AND IT HAS A HOLD. HE CAME TO REALESE IT. EXPLAINED THE CLIENT WE CANNOT REALESED IT.   	CLIENT DEPOSIT A CHECK IN THE ATM AND IT HAS A HOLD. HE CAME TO REALESE IT. EXPLAINED THE CLIENT WE CANNOT REALESED IT.   		
498	10008047	Customer	100620	06/23/16	Unauthorized Activity / Lack of Consent		Call Center	Gaithersburg, MD	3246405	E0012	Business Banking	Business Lending	hold on atm deposit large dollar amt  	hold on atm deposit large dollar amt  		
499	10001723	Customer	104332	08/19/16	Misleading / False information		Call Center	Bakersfield, CA	3246459	W0035	Consumer Banking	Credit Card	Client was upset she was unable to deposit her checks at the walk up ATM in Dunnellon, FL Center and in addition, having to complete a deposit ticket which she didn't bring her glasses to see what she was writing which also made her more upset. She says it's happened before and if it happens again she's going to have take her accounts elsewhere.  Complaint Type Other: upset that yet again she was unable to use ATM to make a deposit because there was a problem with it  	Client was upset she was unable to deposit her checks at the walk up ATM in Dunnellon, FL Center and in addition, having to complete a deposit ticket which she didn't bring her glasses to see what she was writing which also made her more upset. She says it's happened before and if it happens again s		
500	10000001	Customer	100930	03/04/17	Inappropriate Sales Tactics		Social Media	Wichita, KS	3246289	C0041	Consumer Banking	Credit Card	atm not working  	atm not working  		
501	10007687	Customer	102243	07/06/17	Misleading / False information		Social Media	Decatur, GA	3246102	E0009	Business Banking	Merchant Services	General: Cx in Mexico. Did not receive money from non BOA ATM. Tried to file claim, unable to due to transaction processing.  	General: Cx in Mexico. Did not receive money from non BOA ATM. Tried to file claim, unable to due to transaction processing.  		
502	10001000	Customer	101160	05/22/17	Manipulation/misrepresentation of sales		Social Media	Gastonia, NC	3246450	E0013	Consumer Banking	Checking	received call from authorized third party, wanted us to fix banks error    call customer service  	received call from authorized third party, wanted us to fix banks error    call customer service  		
503	10003543	Customer	100182	05/06/17	Manipulation/misrepresentation of sales		Call Center	Sioux City, IA	3246240	W0028	Consumer Banking	Credit Card	cux states that she went to the branch to set up her money market account and have it linked to her intrest checking and it was not and she recievd a fee on her account.   	cux states that she went to the branch to set up her money market account and have it linked to her intrest checking and it was not and she recievd a fee on her account.   		
504	10005898	Customer	102107	10/13/16	Misleading / False information		Call Center	Houston, TX	3246238	E0002	Consumer Banking	Checking	Mr. Williams was not happy with the attitude of a previous associate he spoke with. He was also not happy that his payment was going to go up on his home equity loan.  	Mr. Williams was not happy with the attitude of a previous associate he spoke with. He was also not happy that his payment was going to go up on his home equity loan.  		
505	10001260	Customer	104017	06/09/17	Inappropriate Sales Tactics		Social Media	Boston, MA	3246243	E0004	Consumer Banking	Credit Card	cx for 25 yrs. we lowered credit limit and rep who she talked to was rude and could not give her a direct answer. she wants to close acct. advised applying for credit transfer for card she's keeping for overdraft protection card.  	cx for 25 yrs. we lowered credit limit and rep who she talked to was rude and could not give her a direct answer. she wants to close acct. advised applying for credit transfer for card she's keeping for overdraft protection card.  		
506	10007673	Customer	103785	10/07/16	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246435	W0035	Business Banking	Merchant Services	cash deposit of ballpark $600 not processed in a/c at ATM INYD0027.  Contacted claims and placed temp credit with notation input by assisting claims associate that &quot;ballpark&quot; range &lt; or &gt; $600 cash.  	cash deposit of ballpark $600 not processed in a/c at ATM INYD0027.  Contacted claims and placed temp credit with notation input by assisting claims associate that &quot;ballpark&quot; range &lt; or &gt; $600 cash.  		
507	10003739	Customer	104825	08/30/16	Unauthorized Activity / Lack of Consent		Social Media	Bakersfield, CA	3246108	C0043	Consumer Banking	Checking	  Complaint Type Other: atm is not working.   	  Complaint Type Other: atm is not working.   		
508	10001744	Customer	101024	02/18/17	Inappropriate Sales Tactics		Social Media	Rochester, NY	3246130	E0003	Consumer Banking	Credit Card	Customer was upset because the ATM was down once again. They mentioned to me that &quot;the ATM is not a convenient way of banking at this center!&quot;.   	Customer was upset because the ATM was down once again. They mentioned to me that &quot;the ATM is not a convenient way of banking at this center!&quot;.   		
509	10004011	Customer	102007	05/31/16	Unauthorized Activity / Lack of Consent		Call Center	Washington, DC	3246183	W0036	Consumer Banking	Checking	ATM is always down  	ATM is always down  		
510	10006040	Customer	104256	03/19/16	Inappropriate Sales Tactics		Social Media	Lansing, MI	3246152	W0028	Consumer Banking	Credit Card	client upset debit card was ate at the atm  	client upset debit card was ate at the atm  		
511	10002399	Customer	104151	11/03/16	Inappropriate Sales Tactics		Call Center	Riverside, CA	3246449	E0007	Consumer Banking	Credit Card	General: cx upset that atm ate the check he was depositing  	General: cx upset that atm ate the check he was depositing  		
512	10010835	Customer	100472	06/05/16	Manipulation/misrepresentation of sales		Social Media	Carson City, NV	3246400	E0011	Consumer Banking	Checking	Customer is upset that her trust accounts were not linked together as one.  She said she came in in November to update her trust and link all of her statements together and they were not combined and the trust tittles not updated.  Also she complained about the wait time.  being too long to see an associate.  Action Taken Other: reschedule to have all signers here to update accounts.  reschedule to have all signers here to update accounts.	Customer is upset that her trust accounts were not linked together as one.  She said she came in in November to update her trust and link all of her statements together and they were not combined and the trust tittles not updated.  Also she complained about the wait time.  being too long to see an a		
513	10000074	Customer	100511	06/02/16	Misleading / False information		Call Center	Hicksville, NY	3246324	W0029	Consumer Banking	Credit Card	client stated that she experienced a long wait at another center prior to coming to our center. Also stated that person she spoke to in the lobby was very condescending. Said that they normally have 2 notaries on staff and one has to go home early so that she can work on Saturday.  	client stated that she experienced a long wait at another center prior to coming to our center. Also stated that person she spoke to in the lobby was very condescending. Said that they normally have 2 notaries on staff and one has to go home early so that she can work on Saturday.  		
514	10000475	Customer	104089	04/10/16	Inappropriate Sales Tactics		Branch	Lexington, KY	3246316	E0011	Consumer Banking	Checking	General: cx upset the atm malfunctioned during his deposit  	General: cx upset the atm malfunctioned during his deposit  		
515	10004705	Customer	106944	08/10/17	Inappropriate Sales Tactics		Social Media	Austin, TX	3246439	W0039	Consumer Banking	Credit Card	Client was upset that the ATM was down. And said its always down  Complaint Type Other: ATM INJN6443 down ATM INJN6443 down 	Client was upset that the ATM was down. And said its always down  Complaint Type Other: ATM INJN6443 down ATM INJN6443 down 		
516	10010379	Customer	105113	10/27/17	Misleading / False information		Call Center	San Diego, CA	3246180	E0011	Consumer Banking	Checking	  Customer did receive card with correct name and will make an appointment to discuss credit cards with Tina next week.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT ATM/Debit Card Data Compromise/Received New Card-Banking Center Owned bank error typo client last name missing II on debit card . request other new card for client. please refund $5 replace debit card fee.	  Customer did receive card with correct name and will make an appointment to discuss credit cards with Tina next week.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT ATM/Debit Card Data Compromise/Received New Card-Banking Center Owned bank error typo client last name missing II on debit c		
517	10001976	Customer	100803	08/21/16	Inappropriate Sales Tactics		Call Center	Philadelphia, PA	3246238	E0002	Consumer Banking	Credit Card	the ch stated that she has had a lot if problems with the account ending 5051 and that the prior employee was rude  	the ch stated that she has had a lot if problems with the account ending 5051 and that the prior employee was rude  		
518	10003954	Customer	103532	05/14/16	Unauthorized Activity / Lack of Consent		Social Media	Fort Worth, TX	3246133	C0042	Consumer Banking	Credit Card	General: CH concerned ATM did not post deposit / Claim resolved  	General: CH concerned ATM did not post deposit / Claim resolved  		
519	10003456	Customer	106711	12/15/16	Unauthorized Activity / Lack of Consent		Social Media	Duluth, GA	3246179	E0006	Consumer Banking	Checking	check acceptor down, had to move atms  	check acceptor down, had to move atms  		
520	10010219	Customer	101331	09/28/17	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246318	E0011	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
521	10001293	Customer	102504	01/13/17	Unauthorized Activity / Lack of Consent		Social Media	Roanoke, VA	3246264	E0003	Consumer Banking	Credit Card	customer complained about the atm in the drive through not working properly   	customer complained about the atm in the drive through not working properly   		
522	10006103	Customer	100792	04/01/16	Inappropriate Sales Tactics		Call Center	Sioux Falls, SD	3246201	E0017	Consumer Banking	Credit Card	ATM not accepting deposits  	ATM not accepting deposits  		
523	10006676	Customer	100911	06/02/16	Misleading / False information		Call Center	Albuquerque, NM	3246299	E0017	Business Banking	Business Lending	General: atm malfunction atm ate two check and gave no credit  	General: atm malfunction atm ate two check and gave no credit  		
524	10007875	Customer	100272	02/27/17	Misleading / False information		Social Media	Youngstown, OH	3246185	E0019	Business Banking	Business Lending	Cust wanted to cash check but ATM would not read it; MICR error   	Cust wanted to cash check but ATM would not read it; MICR error   		
525	10002593	Customer	101393	10/03/16	Misleading / False information		Social Media	New York City, NY	3246207	E0007	Consumer Banking	Checking	client angry mobile deposit and atm deposit of same check 1/23/17 & 1/25/2017 - duplicate reversed on 3/9/17 - client angry we took her money  	client angry mobile deposit and atm deposit of same check 1/23/17 & 1/25/2017 - duplicate reversed on 3/9/17 - client angry we took her money  		
526	10010751	Customer	101485	05/26/17	Misleading / False information		Branch	Galveston, TX	3246405	E0012	Consumer Banking	Checking	General: cust upset ATM did not disburse funds  	General: cust upset ATM did not disburse funds  		
527	10010227	Customer	103519	10/04/16	Inappropriate Sales Tactics		Social Media	Denver, CO	3246316	E0011	Consumer Banking	Checking	Customer's compliant about title company.    Candidly, we have a lot of bumps in the road with this title company being inattentive and dropping the ball numerous times; big time waster for us.  Details if you&rsquo;d like, but I&rsquo;d rather move on and not grouse.  Unprofessional, inefficient and simply clumsy.    	Customer's compliant about title company.    Candidly, we have a lot of bumps in the road with this title company being inattentive and dropping the ball numerous times; big time waster for us.  Details if you&rsquo;d like, but I&rsquo;d rather move on and not grouse.  Unprofessional, inefficient an		
528	10008601	Customer	101883	01/18/16	Misleading / False information		Call Center	Youngstown, OH	3246324	W0029	Business Banking	Merchant Services	pch felt I was rude   	pch felt I was rude   		
529	10004709	Customer	104746	05/22/17	Unauthorized Activity / Lack of Consent		Call Center	Louisville, KY	3246123	E0006	Consumer Banking	Credit Card	General: customers money was not deposited into his account from the atm  	General: customers money was not deposited into his account from the atm  		
530	10010401	Customer	102067	07/09/17	Misleading / False information		Social Media	Erie, PA	3246188	E0013	Consumer Banking	Checking	General: atm deposit error  	General: atm deposit error  		
531	10004616	Customer	100481	09/08/16	Misleading / False information		Call Center	Fort Pierce, FL	3246295	W0027	Consumer Banking	Credit Card	LINK and walk through on add acct mgt  	LINK and walk through on add acct mgt  		
532	10003131	Customer	103838	06/19/17	Inappropriate Sales Tactics		Call Center	Racine, WI	3246369	C0043	Consumer Banking	Credit Card	General: Customer is upset about ATM malfunction and that BofA is causing a big inconvenience with not being able to communicate electronically through OLB.  	General: Customer is upset about ATM malfunction and that BofA is causing a big inconvenience with not being able to communicate electronically through OLB.  		
533	10009409	Customer	103068	04/23/17	Unauthorized Activity / Lack of Consent		Call Center	New York City, NY	3246368	W0039	Business Banking	Merchant Services	Slaughter ATMs were not working and he had to go to another location.  	Slaughter ATMs were not working and he had to go to another location.  		
534	10010361	Customer	101891	02/13/16	Manipulation/misrepresentation of sales		Social Media	Columbus, OH	3246434	E0013	Consumer Banking	Checking	General: ch upset that atm did not capture all of his deposit  	General: ch upset that atm did not capture all of his deposit  		
535	10007392	Customer	103605	07/26/16	Manipulation/misrepresentation of sales		Social Media	Jeffersonville, IN	3246388	C0045	Business Banking	Merchant Services	customer unhappy about being transferred multiple times due hold on funds linked to high risk online banking activity  	customer unhappy about being transferred multiple times due hold on funds linked to high risk online banking activity  		
536	10010537	Customer	100126	03/11/17	Misleading / False information		Social Media	Dallas, TX	3246371	E0012	Consumer Banking	Checking	General: rude and aggressive  	General: rude and aggressive  		
537	10001322	Customer	102449	10/02/16	Unauthorized Activity / Lack of Consent		Call Center	Springfield, IL	3246374	W0029	Consumer Banking	Credit Card	General: atm deposit did not post all of his funds  	General: atm deposit did not post all of his funds  		
538	10002908	Customer	103122	04/29/17	Inappropriate Sales Tactics		Social Media	Lincoln, NE	3246175	C0041	Consumer Banking	Credit Card	General: cx upset because atm malfuntion  	General: cx upset because atm malfuntion  		
539	10002660	Customer	101267	10/22/17	Unauthorized Activity / Lack of Consent		Call Center	Atlanta, GA	3246198	W0039	Consumer Banking	Checking	   CUSTOMER UPSET THAT THE ATM TOOK HER CARD   	   CUSTOMER UPSET THAT THE ATM TOOK HER CARD   		
540	10007638	Customer	100284	05/16/17	Inappropriate Sales Tactics		Social Media	Denton, TX	3246306	W0034	Business Banking	Business Lending	General: cx wanted 100.00 from ATM only received 80.00. filed claim  	General: cx wanted 100.00 from ATM only received 80.00. filed claim  		
541	10006442	Customer	101938	10/01/17	Unauthorized Activity / Lack of Consent		Call Center	Miami, FL	3246423	W0035	Business Banking	Business Lending	Customer complained that the BOA ATMs don't dispense $1000 in one single transaction like her other bank. Then when she tried with a smaller amount, the ATM malfunctioned and she got very nervous. When she tried it a third time her card got blocked. She was very upset- she said there's always something happening with her BOA accounts  	Customer complained that the BOA ATMs don't dispense $1000 in one single transaction like her other bank. Then when she tried with a smaller amount, the ATM malfunctioned and she got very nervous. When she tried it a third time her card got blocked. She was very upset- she said there's always someth		
542	10002271	Customer	104007	10/19/17	Inappropriate Sales Tactics		Call Center	Hollywood, FL	3246188	E0013	Consumer Banking	Credit Card	General: cust states that previous associate was condescending and rude to her. States that we should be able to file claim without her needing to contact the bank and shouldnt have to call back to get fee waived if merch does credit her back  	General: cust states that previous associate was condescending and rude to her. States that we should be able to file claim without her needing to contact the bank and shouldnt have to call back to get fee waived if merch does credit her back  		
543	10006917	Customer	102088	09/05/16	Inappropriate Sales Tactics		Call Center	Houston, TX	3246380	E0002	Business Banking	Merchant Services	Customer complained about her local branch office that the people were rude and they were understaffed she just wanted registers they said they werent ordered and didnt look up the order to see if it was put in. She called the check order dept and I sent her extra registers out.   	Customer complained about her local branch office that the people were rude and they were understaffed she just wanted registers they said they werent ordered and didnt look up the order to see if it was put in. She called the check order dept and I sent her extra registers out.   		
544	10008559	Customer	107336	03/28/17	Misleading / False information		Call Center	Saint Cloud, MN	3246338	E0022	Business Banking	Business Lending	customer initially came in to make a deposit when he asked for his balance it was in the negative and it was due to a deposit he had made that was put on hold he was very rude and we explained it to him that it was through the mobile banking and we couldn't see exactly why it was put on hold   he then said he didn't understand why we &#40;in the banking center&#41; couldn't release the hold  Complaint Type Other: mobile banking error   	customer initially came in to make a deposit when he asked for his balance it was in the negative and it was due to a deposit he had made that was put on hold he was very rude and we explained it to him that it was through the mobile banking and we couldn't see exactly why it was put on hold   he th		
545	10000181	Customer	102580	05/13/16	Manipulation/misrepresentation of sales		Social Media	Oklahoma City, OK	3246450	E0013	Consumer Banking	Checking	cusotmer hang up while waiting for a sup..cusotmer was very disrecpectful from the beginnning of the conversation..cusotmer said he was a former employee and said was never notified that about fee...for mmf..customer was very rude and said he was goin to go into the branch and threaten to raise caine  	cusotmer hang up while waiting for a sup..cusotmer was very disrecpectful from the beginnning of the conversation..cusotmer said he was a former employee and said was never notified that about fee...for mmf..customer was very rude and said he was goin to go into the branch and threaten to raise cain		
546	10004184	Customer	102855	11/15/16	Unauthorized Activity / Lack of Consent		Call Center	El Paso, TX	3246152	W0028	Consumer Banking	Credit Card	TRIED TO MAKE PAYMENT AT ATM AND IT WOULD NOT ACCEPT HER CASH  	TRIED TO MAKE PAYMENT AT ATM AND IT WOULD NOT ACCEPT HER CASH  		
547	10003904	Customer	101451	07/02/17	Inappropriate Sales Tactics		Branch	Orlando, FL	3246173	W0032	Consumer Banking	Credit Card	ATM Machine Malfunction  	ATM Machine Malfunction  		
548	10004188	Customer	103296	08/03/16	Unauthorized Activity / Lack of Consent		Call Center	Phoenix, AZ	3246368	W0039	Consumer Banking	Credit Card	atm took card   	atm took card   		
549	10008343	Customer	107062	08/11/16	Misleading / False information		Social Media	Detroit, MI	3246328	W0029	Business Banking	Business Lending	ATM card not returning to the customer  	ATM card not returning to the customer  		
550	10008522	Customer	100356	07/08/17	Misleading / False information		Branch	Austin, TX	3246331	E0002	Business Banking	Business Lending	atm captured card and its not working IGAD1003  	atm captured card and its not working IGAD1003  		
551	10002702	Customer	103647	07/13/17	Unauthorized Activity / Lack of Consent		Branch	Baton Rouge, LA	3246170	W0030	Consumer Banking	Checking	ICAN1970 / customer sounds very upset, she was at an atm earlier today and tried to do a cash deposit but it kept rejecting her perfectly straight bills and when the bills came back out they were all crinkled and jammed. Sounds annoyed and said she used the other atm nearby because she didn't have time to play with all  of that. * Complaint Type Not Listed:atm rejecting cash deposit and wrinkling bills * Action Taken Not Listed:contacted ANS to report issue  	ICAN1970 / customer sounds very upset, she was at an atm earlier today and tried to do a cash deposit but it kept rejecting her perfectly straight bills and when the bills came back out they were all crinkled and jammed. Sounds annoyed and said she used the other atm nearby because she didn't have t		
552	10000909	Customer	106364	05/21/16	Inappropriate Sales Tactics		Call Center	Staten Island, NY	3246184	C0042	Consumer Banking	Checking	Machine would not accept his cash referred to next atm to prevent jam  	Machine would not accept his cash referred to next atm to prevent jam  		
553	10005260	Customer	104416	06/26/17	Unauthorized Activity / Lack of Consent		Social Media	Des Moines, IA	3246298	E0006	Consumer Banking	Credit Card	customer went to atm and made a deposit but atm didn't process the 100.00  	customer went to atm and made a deposit but atm didn't process the 100.00  		
554	10000924	Customer	102516	08/27/17	Misleading / False information		Social Media	Topeka, KS	3246146	W0037	Consumer Banking	Credit Card	General: atm error  	General: atm error  		
555	10006056	Customer	105031	08/20/17	Inappropriate Sales Tactics		Call Center	Fort Myers, FL	3246294	E0004	Consumer Banking	Checking	customer used 2 of our 3 atm machines and they were malfunctioning.  she is a elderly handicap woman . I had to take her to a third machine because her trans. could oly be done at atm  	customer used 2 of our 3 atm machines and they were malfunctioning.  she is a elderly handicap woman . I had to take her to a third machine because her trans. could oly be done at atm  		
556	10005409	Customer	106205	02/25/17	Unauthorized Activity / Lack of Consent		Social Media	Los Angeles, CA	3246185	E0019	Consumer Banking	Credit Card	client has had numerous fees in the past. she refuses to link her savings or cc for odp and insists on having fees reversed. I educated the client and explained to her how to avoid the fees for the future. again, she declined to link any account or cc for odp. I even reversed a odf from dec. 2016.  	client has had numerous fees in the past. she refuses to link her savings or cc for odp and insists on having fees reversed. I educated the client and explained to her how to avoid the fees for the future. again, she declined to link any account or cc for odp. I even reversed a odf from dec. 2016.  		
557	10001364	Customer	107319	06/30/17	Manipulation/misrepresentation of sales		Social Media	Fort Collins, CO	3246331	E0002	Consumer Banking	Credit Card	  Complaint Type Other: cardholde felt ss#  wasnt on account or linked thru auto system to pull up info!  	  Complaint Type Other: cardholde felt ss#  wasnt on account or linked thru auto system to pull up info!  		
558	10000620	Customer	103010	12/10/16	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246392	W0028	Consumer Banking	Checking	General: Cust very upset with the interaction with the BOA rep in the (manager) mcarthy branch location and the rep she spoke to on 3/8; Manager was rude; and rep did not provide her with correct information  	General: Cust very upset with the interaction with the BOA rep in the (manager) mcarthy branch location and the rep she spoke to on 3/8; Manager was rude; and rep did not provide her with correct information  		
559	10004478	Customer	101157	07/01/17	Unauthorized Activity / Lack of Consent		Social Media	Fullerton, CA	3246295	W0027	Consumer Banking	Credit Card	 * Action Taken Not Listed:cusotmer is veryp mad at banking center manager was very disrespectful to a 15 year customer called   	 * Action Taken Not Listed:cusotmer is veryp mad at banking center manager was very disrespectful to a 15 year customer called   		
560	10009764	Customer	104137	05/24/16	Misleading / False information		Social Media	Greenville, SC	3246256	C0043	Business Banking	Merchant Services	  Complaint Type Other: ATM not accepting cash deposits  	  Complaint Type Other: ATM not accepting cash deposits  		
561	10002421	Customer	106400	10/04/16	Inappropriate Sales Tactics		Branch	Pittsburgh, PA	3246213	C0043	Consumer Banking	Credit Card	  misapplied dep Corrected dep via FDES. Verified fee was credited by rep today  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes CSR made deposit into the wrong account (009495943115). Deposit slip reads account number for the correct account, 009512416414, however Teller Validation was not crossed out for incorrect transaction. Did NOT transfer funds as would like the deposit completed and backdated if possible (customer experienced returned item and returned item fee). FCM will take care of fee.	  misapplied dep Corrected dep via FDES. Verified fee was credited by rep today  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes CSR made deposit into the wrong account (009495943115). Deposit slip reads account num		
562	10000052	Customer	104365	08/03/17	Unauthorized Activity / Lack of Consent		Call Center	Yakima, WA	3246134	E0016	Consumer Banking	Checking	Customer was upset that the atm would not accept his check.  He said it was not the first time this has occurred and it is often out of service or having issues.  He used profanity in proclaiming how the atm and the bank was wasting his time.  	Customer was upset that the atm would not accept his check.  He said it was not the first time this has occurred and it is often out of service or having issues.  He used profanity in proclaiming how the atm and the bank was wasting his time.  		
563	10001831	Customer	100455	09/29/17	Unauthorized Activity / Lack of Consent		Branch	Biloxi, MS	3246361	E0018	Consumer Banking	Checking	General: wants to speak to mgr. deposit temp credit unavailGeneralDetail: unhappy with time frame fro atm error correction and credit  	General: wants to speak to mgr. deposit temp credit unavailGeneralDetail: unhappy with time frame fro atm error correction and credit  		
564	10002026	Customer	105487	03/05/17	Inappropriate Sales Tactics		Branch	Greensboro, NC	3246357	C0043	Consumer Banking	Credit Card	customer dissat with atm capturing card. ANS engaged.   	customer dissat with atm capturing card. ANS engaged.   		
565	10006050	Customer	103313	05/21/17	Unauthorized Activity / Lack of Consent		Social Media	Shawnee Mission, KS	3246231	E0015	Consumer Banking	Checking	 customer is calling to report that atm captured her card atm id iil2226  suggested that she get temp card but what cusotmer was upset about is that this is the 3rd time that this happens to her at this location and she is becoming realy fustrated with bofa now she has to call all merchant for recurring  debit  	 customer is calling to report that atm captured her card atm id iil2226  suggested that she get temp card but what cusotmer was upset about is that this is the 3rd time that this happens to her at this location and she is becoming realy fustrated with bofa now she has to call all merchant for recur		
566	10008522	Customer	100356	03/13/17	Manipulation/misrepresentation of sales		Call Center	Richmond, VA	3246331	E0002	Business Banking	Business Lending	very very upset, ready to close accounts, making a deposit at the atm in drive thru and it kept the checks and card had to do a claim and get a temp debit card.    	very very upset, ready to close accounts, making a deposit at the atm in drive thru and it kept the checks and card had to do a claim and get a temp debit card.    		
567	10002831	Customer	105870	10/09/17	Unauthorized Activity / Lack of Consent		Social Media	San Antonio, TX	3246199	E0013	Consumer Banking	Checking	atm deposit- not processed, it kept card.   	atm deposit- not processed, it kept card.   		
568	10000390	Customer	101828	03/26/16	Unauthorized Activity / Lack of Consent		Call Center	Birmingham, AL	3246291	E0004	Consumer Banking	Credit Card	not know verbal password, she  said she has sav acct and credit  card, but she has chking, debit  card she said linked to sav, but  chking acct linked to debit card. thus not passed authentication Qs. trying to pay bill.  	not know verbal password, she  said she has sav acct and credit  card, but she has chking, debit  card she said linked to sav, but  chking acct linked to debit card. thus not passed authentication Qs. trying to pay bill.  		
569	10006858	Customer	105038	06/23/16	Unauthorized Activity / Lack of Consent		Call Center	Metairie, LA	3246145	C0041	Business Banking	Merchant Services	Customer waa unable to w/d from ATA/ATM because she did not have one fo the secondary ID options required.   	Customer waa unable to w/d from ATA/ATM because she did not have one fo the secondary ID options required.   		
570	10000609	Customer	104531	08/03/16	Inappropriate Sales Tactics		Social Media	Rochester, NY	3246177	E0021	Consumer Banking	Checking	General: the atm did not deposit my check  	General: the atm did not deposit my check  		
571	10008975	Customer	101438	04/14/17	Unauthorized Activity / Lack of Consent		Social Media	Houston, TX	3246104	E0016	Business Banking	Merchant Services	 * Complaint Type Not Listed:atm did not accept the correct amount of 530.00 that deposited in cash  * Action Taken Not Listed:connected to atm claims  	 * Complaint Type Not Listed:atm did not accept the correct amount of 530.00 that deposited in cash  * Action Taken Not Listed:connected to atm claims  		
572	10004786	Customer	102324	06/12/17	Inappropriate Sales Tactics		Social Media	El Paso, TX	3246128	E0009	Consumer Banking	Credit Card	atm deposit not showing in full  	atm deposit not showing in full  		
573	10004065	Customer	103441	02/11/17	Unauthorized Activity / Lack of Consent		Social Media	Fort Lauderdale, FL	3246363	W0027	Consumer Banking	Credit Card	the drive thru ATM is not working properly.   I had to come into the center.  	the drive thru ATM is not working properly.   I had to come into the center.  		
574	10004511	Customer	106422	07/30/17	Misleading / False information		Social Media	Portland, OR	3246287	W0028	Consumer Banking	Credit Card	atm machine captured card   	atm machine captured card   		
575	10003904	Customer	101451	05/15/16	Unauthorized Activity / Lack of Consent		Social Media	Pittsburgh, PA	3246173	W0032	Consumer Banking	Credit Card	Caller expressed dissatisfaction regarding Customer Experience - Resolution: Documented Concern - No Follow Up Needed.Additional info for Source of Dissatisfaction: Stated Previous rep rude and trying to get into his business. Additional info for Resolution Provided: Processed payment-no follow-up necessary.   	Caller expressed dissatisfaction regarding Customer Experience - Resolution: Documented Concern - No Follow Up Needed.Additional info for Source of Dissatisfaction: Stated Previous rep rude and trying to get into his business. Additional info for Resolution Provided: Processed payment-no follow-up n		
576	10007910	Customer	103563	10/20/16	Manipulation/misrepresentation of sales		Branch	Berkeley, CA	3246219	E0016	Business Banking	Merchant Services	atm didn't accept his deposit ... it took his check and didn't credit his acocunt  	atm didn't accept his deposit ... it took his check and didn't credit his acocunt  		
577	10004429	Customer	103100	05/05/17	Misleading / False information		Social Media	San Antonio, TX	3246194	E0001	Consumer Banking	Credit Card	atm did not deposit funds and took cash.   	atm did not deposit funds and took cash.   		
578	10009581	Customer	106717	04/10/17	Manipulation/misrepresentation of sales		Social Media	Mesa, AZ	3246429	E0006	Business Banking	Merchant Services	atm captured card  	atm captured card  		
579	10010348	Customer	101879	08/31/17	Unauthorized Activity / Lack of Consent		Social Media	Chicago, IL	3246450	E0013	Consumer Banking	Checking	Customer called contact center and spoke to &quot;Dawn&quot; at 9am about a miss deposit in her accounts. Rep was very rude, told customer to fill out her own slip, and seemed confused and seem to change numbers on the customer, and even though she was authenticated, was told she may not be the account holder or was not sure if she was. Customer asked to speak with a manager, and was told that she was the manager, and could not speak to anyone else.   	Customer called contact center and spoke to &quot;Dawn&quot; at 9am about a miss deposit in her accounts. Rep was very rude, told customer to fill out her own slip, and seemed confused and seem to change numbers on the customer, and even though she was authenticated, was told she may not be the acco		
580	10008407	Customer	105101	04/06/16	Unauthorized Activity / Lack of Consent		Social Media	Chattanooga, TN	3246264	E0003	Business Banking	Merchant Services	atm not accepting check deposits  	atm not accepting check deposits  		
581	10004460	Customer	104423	01/02/16	Inappropriate Sales Tactics		Call Center	Washington, DC	3246134	E0016	Consumer Banking	Credit Card	  Have made several attempt to reach customer and left message.  Have received no return call.  Closing case   CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes **Maritz Onboarding Survey**2/21/17**cost center 0585**best time to call Thursday**The checks I deposit show as being available but then you put a hold on my money  (without warning), charge me overdraft fees and then your rude to me when I call  wondering why my account isnt working and is negative when I just deposited money. It  makes no sense that there is no rhyme or reason for how long or when my deposited  checks will be held from me! This is ridiculous	  Have made several attempt to reach customer and left message.  Have received no return call.  Closing case   CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes **Maritz Onboarding Survey**2/21/17**cost center 0585**best time to call Thursday**Th		
582	10010140	Customer	101619	06/17/16	Manipulation/misrepresentation of sales		Call Center	Charlottesville, VA	3246171	E0007	Business Banking	Business Lending	General: ATM Malfunction  	General: ATM Malfunction  		
583	10010178	Customer	105754	04/28/16	Inappropriate Sales Tactics		Social Media	Pensacola, FL	3246221	E0006	Business Banking	Merchant Services	General: cust upset that the atm machine ICAD7309 does not work properly half of the time and stated that it is a piece of crap and someone needs to be replaced or parts replaced it continues to not work  	General: cust upset that the atm machine ICAD7309 does not work properly half of the time and stated that it is a piece of crap and someone needs to be replaced or parts replaced it continues to not work  		
584	10008744	Customer	105328	01/25/17	Unauthorized Activity / Lack of Consent		Call Center	Salt Lake City, UT	3246259	E0009	Business Banking	Business Lending	customer attempting to w/d from acct was unable to process due to atm cash dispenser malfunction, cancelled transaction to replace funds in acct. customer was unable to finalize transaction. transaction may appear as a transaction in synergy but was not finalized. (transaction of 7550.00)  	customer attempting to w/d from acct was unable to process due to atm cash dispenser malfunction, cancelled transaction to replace funds in acct. customer was unable to finalize transaction. transaction may appear as a transaction in synergy but was not finalized. (transaction of 7550.00)  		
585	10009506	Customer	101788	09/18/17	Inappropriate Sales Tactics		Social Media	Sacramento, CA	3246138	E0006	Business Banking	Business Lending	went to atm and atm was out of service  	went to atm and atm was out of service  		
586	10004413	Customer	104472	07/02/16	Manipulation/misrepresentation of sales		Call Center	Austin, TX	3246363	W0027	Consumer Banking	Credit Card	blocked debit card, captured at atm was not able to send one out not sufficient verifiers.. advised customer to visit FC for a new debit card, customer vitim of elder abuse, son on the background wanting her to write a check and take out money from the atm   	blocked debit card, captured at atm was not able to send one out not sufficient verifiers.. advised customer to visit FC for a new debit card, customer vitim of elder abuse, son on the background wanting her to write a check and take out money from the atm   		
587	10007080	Customer	101688	06/04/16	Misleading / False information		Call Center	El Paso, TX	3246201	E0017	Business Banking	Merchant Services	Bank Error.   	Bank Error.   		
588	10006794	Customer	103787	12/31/16	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246316	E0011	Business Banking	Business Lending	General: Ch upset about the fact that I initially adv her to contact merchant due to the fact that these charges appear to be coming from the same acct that her card number is linked to especially since she is stating that either her daughter who is 19yrs old and not well or gher 8tr old granddaughter could have made the trans... Ch stated that if the claim were to be denied then she would take us to court and the judge would just laugh at us... Then as I was almost done reading the disclosure ch stated to just forget the claim and would go ahead and contact the merchant...  	General: Ch upset about the fact that I initially adv her to contact merchant due to the fact that these charges appear to be coming from the same acct that her card number is linked to especially since she is stating that either her daughter who is 19yrs old and not well or gher 8tr old granddaught		
589	10007450	Customer	100367	06/30/17	Manipulation/misrepresentation of sales		Call Center	Cambridge, MA	3246101	E0003	Business Banking	Business Lending	ch said previous associate was rude to him, when explaining that he will be late on his payment.  	ch said previous associate was rude to him, when explaining that he will be late on his payment.  		
590	10002314	Customer	102445	10/09/17	Unauthorized Activity / Lack of Consent		Social Media	Corona, CA	3246315	C0042	Consumer Banking	Credit Card	Tried explaining EOBC to her but she was VERY rude and refused to listen. She will be calling back to close her account  	Tried explaining EOBC to her but she was VERY rude and refused to listen. She will be calling back to close her account  		
591	10003159	Customer	102695	04/28/17	Unauthorized Activity / Lack of Consent		Call Center	San Antonio, TX	3246447	C0041	Consumer Banking	Credit Card	cus wd said too many people inside FC n only few tellers, cus also said it would be nice if we had atm with teller assist at the other FC   	cus wd said too many people inside FC n only few tellers, cus also said it would be nice if we had atm with teller assist at the other FC   		
592	10001529	Customer	104545	09/07/16	Misleading / False information		Call Center	East Saint Louis, IL	3246351	E0017	Consumer Banking	Checking	General: non boa atm error  	General: non boa atm error  		
593	10008742	Customer	104746	06/18/16	Inappropriate Sales Tactics		Call Center	Arlington, VA	3246329	C0041	Business Banking	Business Lending	customer wanted to cash check...sound not working and atm out of 100s,20s, and 5s..apolgized and let her know to go to another...this was at TTXN4594..  	customer wanted to cash check...sound not working and atm out of 100s,20s, and 5s..apolgized and let her know to go to another...this was at TTXN4594..  		
594	10010730	Customer	103004	05/02/16	Unauthorized Activity / Lack of Consent		Branch	Lexington, KY	3246316	E0011	Consumer Banking	Checking	customer came into fc on Friday and was upset.  He stated &quot;I would have liked to use the machine but it is being serviced.  &quot;This is a poor management decision to service the machines on a Friday afternoon.&quot;  Complaint Type Other: atm servicing 3rd party vendor  atm servicing 3rd party vendor  	customer came into fc on Friday and was upset.  He stated &quot;I would have liked to use the machine but it is being serviced.  &quot;This is a poor management decision to service the machines on a Friday afternoon.&quot;  Complaint Type Other: atm servicing 3rd party vendor  atm servicing 3rd part		
595	10005374	Customer	104147	06/19/17	Misleading / False information		Social Media	Wichita, KS	3246415	W0037	Consumer Banking	Checking	Customer check got stuck in atm while making a deposit, she claimed that when she called customer service to make a claim they disconnected the call.  	Customer check got stuck in atm while making a deposit, she claimed that when she called customer service to make a claim they disconnected the call.  		
596	10007711	Customer	105600	02/23/17	Misleading / False information		Social Media	Santa Rosa, CA	3246181	E0021	Business Banking	Merchant Services	  ##################################################&#x0D;TAMIKO (LEE) MASON BAND 6 EU ##  LIVE CALL ##&#x0D;## DO NOT GIVE THE LAST NAME MASON TO THE CUSTOMER ##&#x0D;###################################################&#x0D;AVS:   &#x0D;Associate Lawrence Volzone &#x0D;Phone 302-453-9930 &#x0D;Mail Code DE5-021-02-07 &#x0D;Standard ID NBKI58P &#x0D;Email  &#x0D;Manager Jason Marioni &#x0D;Phone 302-607-6686 &#x0D;&#x0D;&#x0D;&#x0D;Associate verified 2 pieces: yes&#x0D;&#x0D;Escalation Reason: Credit bru dispte&#x0D;&#x0D;Summary: client statd was out for 2 mnths due to life event and did not have access to account info.. stated spke to exprn and was advsd will work with bac.. edu client rqst submttd, not apprvd per fees credt and non bank error..askd to reopn the case and work with exprn, recommctd&#x0D;&#x0D;Case#: 1871478&#x0D;&#x0D;REF#: &#x0D;&#x0D;Account# 4888937090477003&#x0D;&#x0D;######## RESOLVED ########&#x0D;  client statd was out for 2 mnths due to life event and did not have access to account info.. stated spke to exprn and was advsd will work with bac.. edu client rqst submttd, not apprvd per fees credt and non bank error..askd to reopn the case and work with exprn, recommctd recommnctn .Credit Bureau  Dispute Credit Bureau  Dispute Credit Bureau  DisputeDelinquency##################################################TAMIKO (LEE) MASON BAND 6 EU ##  LIVE CALL #### DO NOT GIVE THE LAST NAME MASON TO THE CUSTOMER #####################################################AVS:   Associate Lawrence Volzone Phone 302-453-9930 Mail Code DE5-021-02-07 Standard ID NBKI58P Email  Manager Jason Marioni Phone 302-607-6686 Associate verified 2 pieces: yesEscalation Reason: Credit bru dispteSummary: client statd was out for 2 mnths due to life event and did not have access to account info.. stated spke to exprn and was advsd will work with bac.. edu client rqst submttd, not apprvd per fees credt and non bank error..askd to reopn the case and work with exprn, recommctdCase#: 1871478REF#: Account# 4888937090477003######## RESOLVED ########	  ##################################################&#x0D;TAMIKO (LEE) MASON BAND 6 EU ##  LIVE CALL ##&#x0D;## DO NOT GIVE THE LAST NAME MASON TO THE CUSTOMER ##&#x0D;###################################################&#x0D;AVS:   &#x0D;Associate Lawrence Volzone &#x0D;Phone 302-453-9930 &#x0D;Mail		
597	10004243	Customer	103045	06/12/17	Inappropriate Sales Tactics		Social Media	Scranton, PA	3246211	W0032	Consumer Banking	Credit Card	Upset about how long the process is taking and stated it is unprofessional and give the bank a bad reputation  	Upset about how long the process is taking and stated it is unprofessional and give the bank a bad reputation  		
598	10009799	Customer	104276	01/29/17	Unauthorized Activity / Lack of Consent		Call Center	Arlington, TX	3246317	E0010	Business Banking	Business Lending	customer needing to make a wd from his account, customer had passport BOOK as secondary, ata doesnt accept passport book   	customer needing to make a wd from his account, customer had passport BOOK as secondary, ata doesnt accept passport book   		
599	10003588	Customer	106648	07/14/17	Inappropriate Sales Tactics		Social Media	Saint Petersburg, FL	3246315	C0042	Consumer Banking	Checking	ATM didn't return customers card. He was upset he had to show ID and wait for a supervisor to retrieve his card  	ATM didn't return customers card. He was upset he had to show ID and wait for a supervisor to retrieve his card  		
600	10005147	Customer	104039	05/28/17	Inappropriate Sales Tactics		Social Media	Charlottesville, VA	3246426	E0017	Consumer Banking	Checking	cx's card was captured at atm  	cx's card was captured at atm  		
601	10005654	Customer	101524	08/21/17	Misleading / False information		Social Media	Dallas, TX	3246351	E0017	Consumer Banking	Credit Card	General: ATM ate customer's deposit.  	General: ATM ate customer's deposit.  		
602	10010782	Customer	102985	09/22/17	Unauthorized Activity / Lack of Consent		Call Center	Amarillo, TX	3246110	E0015	Consumer Banking	Checking	  Complaint Type Other: pch dissatisfied w how condescending the last rep was   	  Complaint Type Other: pch dissatisfied w how condescending the last rep was   		
603	10003956	Customer	104077	03/08/16	Manipulation/misrepresentation of sales		Social Media	San Jose, CA	3246351	E0017	Consumer Banking	Credit Card	Mr. Johnson wanted to cash check but ata out of 100s,20s,5s. very upset  	Mr. Johnson wanted to cash check but ata out of 100s,20s,5s. very upset  		
604	10009041	Customer	102669	07/17/17	Inappropriate Sales Tactics		Call Center	Amarillo, TX	3246142	E0019	Business Banking	Business Lending	General: ATM deposit did not post  	General: ATM deposit did not post  		
605	10002121	Customer	103776	03/11/16	Unauthorized Activity / Lack of Consent		Call Center	Corona, CA	3246142	E0019	Consumer Banking	Checking	ATM's in Drive through are always broken  	ATM's in Drive through are always broken  		
606	10002599	Customer	103989	09/12/16	Misleading / False information		Call Center	Wilmington, DE	3246201	E0017	Consumer Banking	Credit Card	 * Complaint Type Not Listed:Wants to link bus to hr personal profile, but she isn't an Owner  	 * Complaint Type Not Listed:Wants to link bus to hr personal profile, but she isn't an Owner  		
607	10006439	Customer	100205	08/16/17	Unauthorized Activity / Lack of Consent		Social Media	Wichita, KS	3246154	E0018	Business Banking	Business Lending	Mr. Timoteo felt the representative that helped him at the CSR window was rude and innapropriate. Mr. Timoteo approached the CSR to get temporary checks. CSR mentioned we do not offer temporary checks. Mr. Timoteo asked for other options, CSR offered a cashiers. CSR the told Mr. Timoteo if he was not ready he needed to move right now I have more clients in line. Asked to speak with the manager.      	Mr. Timoteo felt the representative that helped him at the CSR window was rude and innapropriate. Mr. Timoteo approached the CSR to get temporary checks. CSR mentioned we do not offer temporary checks. Mr. Timoteo asked for other options, CSR offered a cashiers. CSR the told Mr. Timoteo if he was no		
608	10007871	Customer	105937	05/08/17	Inappropriate Sales Tactics		Call Center	Oklahoma City, OK	3246400	E0011	Business Banking	Business Lending	General: ATM check deposit error  	General: ATM check deposit error  		
609	10010744	Customer	101288	02/17/16	Manipulation/misrepresentation of sales		Call Center	New York City, NY	3246405	E0012	Consumer Banking	Checking	Customer stated that ATM on 91st and Broadway has been locked for days not allowing him access to deposit his checks. He then went to another banking center - the ATMS were down. He finally walked to the 97th and Broadway location and the ATM would not take his checks. Customer stated that is extremely frustrating mostly because he the checks are too large for mobile deposit.  	Customer stated that ATM on 91st and Broadway has been locked for days not allowing him access to deposit his checks. He then went to another banking center - the ATMS were down. He finally walked to the 97th and Broadway location and the ATM would not take his checks. Customer stated that is extrem		
610	10001019	Customer	102759	07/15/17	Manipulation/misrepresentation of sales		Call Center	Jackson, MS	3246431	E0012	Consumer Banking	Credit Card	please see attachment ****48-Hour ACK Call****&#x0D;Customer/ATP Name:  Se Hun Choi&#x0D;Date &amp; Time of Call: 03/08/2017 10:15 AM PST&#x0D;Phone #: 213-200-0844&#x0D;Spoke with/left message: Se Hun Choi&#x0D;Verify Right Party: Y&#x0D;Miranda: Y&#x0D;Comments: Called customer to complete 48 hour acknowledgement- provided customer with my contact information. Advised customer i would follow up within approx. two business days. Customer understood. &#x0D;NBKSXO7 Jamie Anzalone received executive escalation direct dispute- acct # 4264289555115940-submit date 03/08/2017- dispute type account history reviewed 03/08/2017- Se Hun Choi requests to remove delinquency from 04/2015- customer states he had not used the card in a long time and was unaware the account was set up with auto draft protection on his checking account- Account is accurately reporting, Delinquency is valid unable to remove- The customer requested paper suppression on the account and email was verified-no bank error found. Sending letter to customer to confirm this- Delinquency is valid unable to remove- The customer requested paper suppression on the account and email was verified-no bank error found. Sending letter to customer to confirm this- ****KIR Call****&#x0D;Date/Time of Call/Time Zone: 03/09/2017 9:15 AM PST&#x0D;Phone number(s): 213-200-0844&#x0D;Spoke with (First and Last name): N/A&#x0D;RPC Y/N: N/A&#x0D;Verification: N/A&#x0D;Miranda: N/A&#x0D;Privacy Y/N: N/A&#x0D;Left Message Y/N: Y&#x0D;Sent Email Y/N: N&#x0D;Written or Verbal Communication with Agent/Customer: Written&#x0D;Was appointment set? N&#x0D;Notes/Result of call: Called customer to go over resolution details, but the customer was not available. Left a message.&#x0D;NBSXKO7 Jamie Anzalone ****KIR Call****&#x0D;Date/Time of Call/Time Zone: 03/13/2017 9:00 AM PST&#x0D;Phone number(s): 213-200-0844&#x0D;Spoke with (First and Last name): Se Hun Choi&#x0D;RPC Y/N: N/A&#x0D;Verification: N/A&#x0D;Miranda: N/A&#x0D;Privacy Y/N: N/A&#x0D;Left Message Y/N: Y&#x0D;Sent Email Y/N: N&#x0D;Written or Verbal Communication with Agent/Customer: N/A&#x0D;Was appointment set? N&#x0D;Notes/Result of call: made final call attempt to the customer to discuss resolution details. The customer did not answer- left vmail. &#x0D;NBKSXO7 Jamie Anzalone  	please see attachment ****48-Hour ACK Call****&#x0D;Customer/ATP Name:  Se Hun Choi&#x0D;Date &amp; Time of Call: 03/08/2017 10:15 AM PST&#x0D;Phone #: 213-200-0844&#x0D;Spoke with/left message: Se Hun Choi&#x0D;Verify Right Party: Y&#x0D;Miranda: Y&#x0D;Comments: Called customer to complete 48 hour		
611	10010603	Customer	104494	10/11/17	Unauthorized Activity / Lack of Consent		Call Center	Denver, CO	3246231	E0015	Consumer Banking	Checking	Customer Feedback -- Opportunity -- Miscellaneous //Member states she has spoken to her bankruptcy attorney and has been advised to cancel account.  Member gave permission to speak to Bank of America Representative lance AVS ZMRK.  Account cancelled per members request.  Member has questions as to billing advised member of the billing in arrears and approval dated.  member satisfied    	Customer Feedback -- Opportunity -- Miscellaneous //Member states she has spoken to her bankruptcy attorney and has been advised to cancel account.  Member gave permission to speak to Bank of America Representative lance AVS ZMRK.  Account cancelled per members request.  Member has questions as to b		
612	10004659	Customer	102806	03/05/16	Inappropriate Sales Tactics		Call Center	Davenport, IA	3246318	E0011	Consumer Banking	Checking	Customer was upset that the teller had to wait on a drive thru customer before she could wait on her. Upset with staffing and thought the teller was rude to her by waiting on the drive thru first.   	Customer was upset that the teller had to wait on a drive thru customer before she could wait on her. Upset with staffing and thought the teller was rude to her by waiting on the drive thru first.   		
613	10008414	Customer	102406	04/14/17	Unauthorized Activity / Lack of Consent		Call Center	Richmond, VA	3246219	E0016	Business Banking	Merchant Services	#rpa cust extremely upset because of the treatment he has received from previous reps as well as the issue he is having with his bill pay payment. cust states david casas was extremely rude and cust politely asked david if he could explain to next rep what was going on as well as stay on the phone to assure the problem is going to be resolved. expressed contacting ceo as well as closing his account out with bank of america.  	#rpa cust extremely upset because of the treatment he has received from previous reps as well as the issue he is having with his bill pay payment. cust states david casas was extremely rude and cust politely asked david if he could explain to next rep what was going on as well as stay on the phone t		
614	10002414	Customer	103386	01/22/17	Misleading / False information		Social Media	Ocala, FL	3246176	E0018	Consumer Banking	Credit Card	General: atm did not deposit my money  	General: atm did not deposit my money  		
615	10006990	Customer	104452	07/31/17	Manipulation/misrepresentation of sales		Social Media	Winter Haven, FL	3246450	E0013	Business Banking	Business Lending	  card is unblocked complained about the atm did not give out money  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT ATM/Debit Card Plastic Card Defect-Banking Center Owned Her debit card is blocked, then verified transactions with customer but could not unblocked the card. Customer does not want to replace a new one.	  card is unblocked complained about the atm did not give out money  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT ATM/Debit Card Plastic Card Defect-Banking Center Owned Her debit card is blocked, then verified transactions with customer but could not unblocked the card. Customer does not 		
616	10008774	Customer	103750	04/21/16	Unauthorized Activity / Lack of Consent		Call Center	Buffalo, NY	3246219	E0016	Business Banking	Merchant Services	When per get divorce not linked account  Complaint Type Other: When per get divorce not linked account  	When per get divorce not linked account  Complaint Type Other: When per get divorce not linked account  		
617	10010831	Customer	101455	02/02/17	Unauthorized Activity / Lack of Consent		Branch	Springfield, IL	3246371	E0012	Consumer Banking	Checking	customer taking money out from a prepaid debit card without the first name &#40;only middle and last name &#41; we verified the   BOA Credit card on profile and has the same issue. Also have a florida dl with a diferent address as she has on our c card. Explained to the customer why we are asking  some questions for verification  and she was upset and very rude screaming to the associates saying we do not need to care about the name just give her the cash. the transaction was done.  Complaint Type Other: no first name in id no first name in id 	customer taking money out from a prepaid debit card without the first name &#40;only middle and last name &#41; we verified the   BOA Credit card on profile and has the same issue. Also have a florida dl with a diferent address as she has on our c card. Explained to the customer why we are asking  s		
618	10002089	Customer	103428	07/21/17	Misleading / False information		Call Center	Spokane, WA	3246454	E0011	Consumer Banking	Checking	used several ATM's and cash not being accepted to cover overdraft   	used several ATM's and cash not being accepted to cover overdraft   		
619	10004014	Customer	102549	10/05/16	Unauthorized Activity / Lack of Consent		Social Media	Springfield, IL	3246185	E0019	Consumer Banking	Credit Card	  Complaint Type Other: atm was down  	  Complaint Type Other: atm was down  		
620	10000181	Customer	102580	11/22/16	Manipulation/misrepresentation of sales		Call Center	Wilmington, NC	3246450	E0013	Consumer Banking	Checking	debit card atm machine ate card  	debit card atm machine ate card  		
621	10010796	Customer	106205	09/08/17	Misleading / False information		Call Center	Portland, OR	3246454	E0011	Consumer Banking	Checking	Caller is upset ATM/ATA captured card  	Caller is upset ATM/ATA captured card  		
622	10000769	Customer	101669	10/15/17	Misleading / False information		Social Media	Burbank, CA	3246299	E0017	Consumer Banking	Checking	  *88fee…….Fees have been refunded via Lean refund tool total of $36. Bank error in communication to customer. We cannot link a custodial account to a BofA Interest pkg. The custodial account ending in 5678 cannot be linked for BofA Interest pkg as ownership on this account shows Custodian and not owner.  Message left on voicemail for our customer at phone number provided on this case. Provided my name and the status line phone number and the Commit case number for customer call back. **ECOE** Please advise our customer that we are unable to link this RMMS that is a custodial account to her BofA Interest checking pkg. I would recommend, the checking be converted to Core and the RMMS ending in 3017 to Regular Savings.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Research Complex Account Research-Routes customer has been charged for mmf stating that when she went into bank they told her she would not pay mmf because the accounts are linked and she keeps an average balance of over 14k in all her accounts. she would like for three 12.00 mmf to be reversed back into her account because she feels she was charged in error and miscommunication by relationship manager who helped her. came into jcb today and linked every account together.	  *88fee…….Fees have been refunded via Lean refund tool total of $36. Bank error in communication to customer. We cannot link a custodial account to a BofA Interest pkg. The custodial account ending in 5678 cannot be linked for BofA Interest pkg as ownership on this account shows Custodian and not o		
623	10002844	Customer	102539	09/23/16	Misleading / False information		Social Media	Montpelier, VT	3246445	E0011	Consumer Banking	Checking	atm did not credit deposit correctly  	atm did not credit deposit correctly  		
624	10006096	Customer	103854	03/21/17	Unauthorized Activity / Lack of Consent		Social Media	Rochester, NY	3246219	E0016	Consumer Banking	Credit Card	Customer was upset because ATM was not accepting cash deposits.    	Customer was upset because ATM was not accepting cash deposits.    		
625	10003755	Customer	105613	07/26/17	Manipulation/misrepresentation of sales		Call Center	Boston, MA	3246110	E0015	Consumer Banking	Credit Card	General: wealth mgmt, upset about atm malfunction, warm xfrd to wealth  	General: wealth mgmt, upset about atm malfunction, warm xfrd to wealth  		
626	10001086	Customer	106682	03/06/16	Misleading / False information		Call Center	Rochester, NY	3246219	E0016	Consumer Banking	Checking	General: The customer upset that they had to wait a long time on hold for 45mins and that the atm making a error and not giving the customer their money  	General: The customer upset that they had to wait a long time on hold for 45mins and that the atm making a error and not giving the customer their money  		
627	10002211	Customer	102275	04/27/16	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246443	E0014	Consumer Banking	Credit Card	BOTH ATMS ARE DOWN VERY UPSET WALKED OUT SAYING ITS BANK OF AMERICA WAY  	BOTH ATMS ARE DOWN VERY UPSET WALKED OUT SAYING ITS BANK OF AMERICA WAY  		
628	10007531	Customer	100184	06/20/17	Misleading / False information		Social Media	Gainesville, FL	3246454	E0011	Business Banking	Business Lending	client decided not to wait in  line at branch so waited for ATM...then atm could not dispense cash so he had to come back inside the branch to wait in another line for 100 dollars  Complaint Type Other: would not disperse funds would not disperse funds 	client decided not to wait in  line at branch so waited for ATM...then atm could not dispense cash so he had to come back inside the branch to wait in another line for 100 dollars  Complaint Type Other: would not disperse funds would not disperse funds 		
629	10010447	Customer	103237	08/04/16	Unauthorized Activity / Lack of Consent		Call Center	Texarkana, TX	3246431	E0012	Consumer Banking	Checking	General: ch was upset due to unauth trans i placed a stop payment an blocked an reissued him another card an advised him to call bk once trans posted an we would be able to file aclaim then  	General: ch was upset due to unauth trans i placed a stop payment an blocked an reissued him another card an advised him to call bk once trans posted an we would be able to file aclaim then  		
630	10010511	Customer	106912	02/13/16	Inappropriate Sales Tactics		Branch	Charlotte, NC	3246318	E0011	Consumer Banking	Checking	Customer upset with wait time. Customer had to call back mulitple times to get accounts linked.  	Customer upset with wait time. Customer had to call back mulitple times to get accounts linked.  		
631	10001796	Customer	103494	06/26/16	Unauthorized Activity / Lack of Consent		Social Media	Young America, MN	3246104	E0016	Consumer Banking	Credit Card	CH ASKED ME TO SPEAK MORE LOUDLY BC CANT HEAR ME WELL///CH STATED CANT HEAR ME VERY WELL BC OF PHONE SYSTEM &amp; CH STATED I DONT SOUND FRIENDLY WHEN ASKED TO SPEAK UP//INFORMED CH WAS JUST SPEAKING MORE LOUDLY AS CH REQUESTED &amp; APOLOGIZED IF CH FELT LIKE I SOUNDED UNFRIENDLY, WAS JUST SPEAKING MORE CLEARLY FOR CH//CH STATED &quot;I WILL GIVE YOU THE BENEFIT OF THE DOUBT BUT I WILL CALL BACK&quot;//CALL DISCONNECTED  	CH ASKED ME TO SPEAK MORE LOUDLY BC CANT HEAR ME WELL///CH STATED CANT HEAR ME VERY WELL BC OF PHONE SYSTEM &amp; CH STATED I DONT SOUND FRIENDLY WHEN ASKED TO SPEAK UP//INFORMED CH WAS JUST SPEAKING MORE LOUDLY AS CH REQUESTED &amp; APOLOGIZED IF CH FELT LIKE I SOUNDED UNFRIENDLY, WAS JUST SPEAKING		
632	10003858	Customer	103572	09/01/17	Misleading / False information		Social Media	Roanoke, VA	3246219	E0016	Consumer Banking	Credit Card	General: customer was shorted 20 in her atm deposit  	General: customer was shorted 20 in her atm deposit  		
633	10003868	Customer	102488	10/25/17	Misleading / False information		Call Center	Orlando, FL	3246180	E0011	Consumer Banking	Checking	Unable to make deposit into atm. ATM down agian  	Unable to make deposit into atm. ATM down agian  		
634	10010762	Customer	103614	08/28/16	Misleading / False information		Social Media	Lexington, KY	3246454	E0011	Consumer Banking	Checking	Customer was upset about ATM being down again and having to wait in a long line. Also upset the drive through window was closed.  Action Taken Other: Customer upset about ATM being down  Customer upset about ATM being down	Customer was upset about ATM being down again and having to wait in a long line. Also upset the drive through window was closed.  Action Taken Other: Customer upset about ATM being down  Customer upset about ATM being down		
635	10007917	Customer	105231	07/04/16	Inappropriate Sales Tactics		Social Media	Hagerstown, MD	3246318	E0011	Business Banking	Merchant Services	very irate about atm malfunction on her w/d attempt for 160  	very irate about atm malfunction on her w/d attempt for 160  		
636	10010767	Customer	101228	03/25/16	Misleading / False information		Call Center	Kansas City, KS	3246199	E0013	Consumer Banking	Checking	She came in and stated that our ATM was not working and had to make a deposit  	She came in and stated that our ATM was not working and had to make a deposit  		
637	10000647	Customer	104426	05/25/16	Unauthorized Activity / Lack of Consent		Branch	Salt Lake City, UT	3246400	E0011	Consumer Banking	Checking	ATM TOOK CARD UPSET CAN'T OPEN MACHINE TO GET IT BACK   	ATM TOOK CARD UPSET CAN'T OPEN MACHINE TO GET IT BACK   		
638	10003147	Customer	101505	09/08/17	Misleading / False information		Call Center	Wilkes Barre, PA	3246454	E0011	Consumer Banking	Credit Card	Ch concerned due to atm captured card and check that was going to be deposited and did not give check back or deposit was credited to account.  	Ch concerned due to atm captured card and check that was going to be deposited and did not give check back or deposit was credited to account.  		
639	10005448	Customer	103893	02/13/17	Misleading / False information		Branch	Miami, FL	3246201	E0017	Consumer Banking	Checking	atm did not dispense cash  	atm did not dispense cash  		
640	10006519	Customer	103032	05/16/16	Unauthorized Activity / Lack of Consent		Social Media	Charlotte, NC	3246111	E0018	Business Banking	Business Lending	was upset to show the id to make cash deposit and threw the id when asked for and was very rude  	was upset to show the id to make cash deposit and threw the id when asked for and was very rude  		
641	10010654	Customer	101922	06/22/17	Unauthorized Activity / Lack of Consent		Social Media	Bozeman, MT	3246188	E0013	Consumer Banking	Checking	Cust. rec'd OD fee on 2/21. She called on 2/22 to see if the fee could be refunded, but the agent was very rude to her. The agent did the Refund Tool but it was denied.  I tried the refund too today 3/13 and was also denied. Cust. asked for a Manager so I escalated the call to Fee Dept., Sandy, who did refund the fee. Cust. was very happy.  	Cust. rec'd OD fee on 2/21. She called on 2/22 to see if the fee could be refunded, but the agent was very rude to her. The agent did the Refund Tool but it was denied.  I tried the refund too today 3/13 and was also denied. Cust. asked for a Manager so I escalated the call to Fee Dept., Sandy, who 		
642	10010517	Customer	104132	09/09/17	Unauthorized Activity / Lack of Consent		Social Media	Sacramento, CA	3246231	E0015	Consumer Banking	Checking	Non-Bank of America customer wanted to cash a check, but due to a coin failure, the ATA associate was unable to complete the transaction  	Non-Bank of America customer wanted to cash a check, but due to a coin failure, the ATA associate was unable to complete the transaction  		
643	10007781	Customer	100070	09/12/17	Unauthorized Activity / Lack of Consent		Social Media	Charlotte, NC	3246351	E0017	Business Banking	Business Lending	  Spoke to Neiva Michelon at the phone number provided on case and informed customer we are still working on case.  Success - Email: neivam65@hotmail.com - ALERT SENT (Mar 15 2017 11:45AM) Customer called in for resolution. Noticed we were able to see where the correction needed to be made. Made correction base on images on file as well as information from both accounts. Advised customer he would see the correction today. 1)  Reviewed copy of receipt attached to case, it shows that on 03/06/17 customer made a deposit for $5,000.00 to acct ending 4064 at MACC #00493-0088336  Teller #005   Tran #60.  *2)  Deposit posted to wrong acct #110540064 --ELEANOR COPPOLA-  Seq #5152524000 -4001.   attached client receipt copy to case.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit made with Teller-Routes deposit made, shows leaving business account, but deposit not reflected on receiving account.	  Spoke to Neiva Michelon at the phone number provided on case and informed customer we are still working on case.  Success - Email: neivam65@hotmail.com - ALERT SENT (Mar 15 2017 11:45AM) Customer called in for resolution. Noticed we were able to see where the correction needed to be made. Made cor		
644	10005542	Customer	104114	04/29/16	Misleading / False information		Call Center	Pomona, CA	3246445	E0011	Consumer Banking	Credit Card	ARTHUR WOODSON CALLER UPSET REGARDING ATM MALFUNCTION ATM ID:   INVD0538   	ARTHUR WOODSON CALLER UPSET REGARDING ATM MALFUNCTION ATM ID:   INVD0538   		
645	10010852	Customer	101150	01/27/16	Unauthorized Activity / Lack of Consent		Social Media	Lafayette, IN	3246109	E0015	Consumer Banking	Checking	social security deposit didn't see it in my new account, is it in my old, surrendered old debit card don't have atm access, linked old acct to new card. client may not use online banking again.   	social security deposit didn't see it in my new account, is it in my old, surrendered old debit card don't have atm access, linked old acct to new card. client may not use online banking again.   		
646	10010384	Customer	105224	09/19/17	Inappropriate Sales Tactics		Social Media	Denton, TX	3246443	E0014	Consumer Banking	Checking	missing 20.00 on atm deposit is unhappy cannot reach branch directly  	missing 20.00 on atm deposit is unhappy cannot reach branch directly  		
647	10003661	Customer	100109	02/12/16	Misleading / False information		Call Center	Fairbanks, AK	3246109	E0015	Consumer Banking	Credit Card	atm deposit did not show funds would be on hold for over 1 wk. online balance show funds available online banking. customer spend funds to avoid monthly service fee and was charged overdraft fees &#40;3 times&#41;. there was no indication of hold and hold time was too long for regular rent deposit.  Complaint Type Other: atm deposit did not show funds hold and od fee charged 3 times on use atm deposit did not show funds hold and od fee charged 3 times on use 	atm deposit did not show funds would be on hold for over 1 wk. online balance show funds available online banking. customer spend funds to avoid monthly service fee and was charged overdraft fees &#40;3 times&#41;. there was no indication of hold and hold time was too long for regular rent deposit. 		
648	10003300	Customer	100335	02/26/17	Manipulation/misrepresentation of sales		Call Center	Mesa, AZ	3246180	E0011	Consumer Banking	Checking	CUSTOMER WITH ebanking came inside due to atm being down if we had an inside atm he wouldn't have to worry about fees we should have a walk up atm for a big bank on a corner  	CUSTOMER WITH ebanking came inside due to atm being down if we had an inside atm he wouldn't have to worry about fees we should have a walk up atm for a big bank on a corner  		
649	10010525	Customer	103337	09/18/16	Unauthorized Activity / Lack of Consent		Call Center	Dearborn, MI	3246431	E0012	Consumer Banking	Checking	customer very upset he could not make a payment at the atm with teller assist. referred to customer service or inside the banking center tomorrow morning  	customer very upset he could not make a payment at the atm with teller assist. referred to customer service or inside the banking center tomorrow morning  		
650	10000400	Customer	103550	04/27/16	Unauthorized Activity / Lack of Consent		Call Center	Panama City, FL	3246201	E0017	Consumer Banking	Credit Card	General: atm deposit error, got deferred from bank center and long hold and delays to resolve  	General: atm deposit error, got deferred from bank center and long hold and delays to resolve  		
651	10010314	Customer	102656	10/29/16	Misleading / False information		Call Center	San Diego, CA	3246400	E0011	Consumer Banking	Checking	General: Customer stated that the atm shut down and didn't give him his money  	General: Customer stated that the atm shut down and didn't give him his money  		
652	10005070	Customer	100581	10/06/17	Unauthorized Activity / Lack of Consent		Call Center	San Francisco, CA	3246445	E0011	Consumer Banking	Checking	customer mentioned she does not like coming inside the bank sometimes because she rather do convenient banking but its hard when the drive up atm is never working    	customer mentioned she does not like coming inside the bank sometimes because she rather do convenient banking but its hard when the drive up atm is never working    		
653	10007175	Customer	105862	12/03/16	Manipulation/misrepresentation of sales		Branch	Des Moines, IA	3246178	E0017	Business Banking	Merchant Services	ATM shorted a non customer $80.00  	ATM shorted a non customer $80.00  		
654	10005863	Customer	106083	04/26/16	Unauthorized Activity / Lack of Consent		Social Media	Colorado Springs, CO	3246421	E0020	Consumer Banking	Credit Card	 * Complaint Type Not Listed:states previous Rep named Jason was rude, would not provide acct info as req by cust  	 * Complaint Type Not Listed:states previous Rep named Jason was rude, would not provide acct info as req by cust  		
655	10002425	Customer	101712	08/15/16	Misleading / False information		Call Center	Wichita Falls, TX	3246434	E0013	Consumer Banking	Checking	General: customer is concerned that the atm did not process her cash deposit correctly.  	General: customer is concerned that the atm did not process her cash deposit correctly.  		
656	10010618	Customer	103992	06/09/17	Unauthorized Activity / Lack of Consent		Call Center	Denver, CO	3246454	E0011	Consumer Banking	Checking	customer was upset that the ATM was not working again.  he needed to come inside to make the deposit.    	customer was upset that the ATM was not working again.  he needed to come inside to make the deposit.    		
657	10006275	Customer	102268	03/12/16	Inappropriate Sales Tactics		Social Media	Albuquerque, NM	3246434	E0013	Business Banking	Business Lending	ATM error wouldn't accept numbers accurately resultins in declining withdrawals for invalid PIN/fraud alerts and restrictions.  	ATM error wouldn't accept numbers accurately resultins in declining withdrawals for invalid PIN/fraud alerts and restrictions.  		
658	10001874	Customer	103364	10/12/17	Manipulation/misrepresentation of sales		Social Media	San Antonio, TX	3246176	E0018	Consumer Banking	Checking	atm wasn't working  	atm wasn't working  		
659	10005346	Customer	105642	03/07/16	Unauthorized Activity / Lack of Consent		Call Center	Fresno, CA	3246188	E0013	Consumer Banking	Checking	Customr having issues with linking computershare issue   	Customr having issues with linking computershare issue   		
660	10003208	Customer	103859	01/28/17	Manipulation/misrepresentation of sales		Social Media	Miami, FL	3246351	E0017	Consumer Banking	Credit Card	Client has requested that all accounts be linked to her personal profile, has made this request multiple times, it was linked and then unlinked by our system without their consent.  They have had to contact Bus Online banking 3 times, with hold times over 1 hour each call.  They find this to be extremely inconvienent.  	Client has requested that all accounts be linked to her personal profile, has made this request multiple times, it was linked and then unlinked by our system without their consent.  They have had to contact Bus Online banking 3 times, with hold times over 1 hour each call.  They find this to be extr		
661	10002567	Customer	106532	09/18/17	Unauthorized Activity / Lack of Consent		Call Center	Des Moines, IA	3246178	E0017	Consumer Banking	Checking	cust upset that rep did not transfer her to a supervisor initially. cust concerned about check endorsement, says rep did not listen to her request  	cust upset that rep did not transfer her to a supervisor initially. cust concerned about check endorsement, says rep did not listen to her request  		
662	10008666	Customer	106409	07/14/16	Misleading / False information		Social Media	Denver, CO	3246219	E0016	Business Banking	Merchant Services	We need to work more on my customer service and problems with ATA  	We need to work more on my customer service and problems with ATA  		
663	10001582	Customer	102465	11/24/16	Misleading / False information		Call Center	Orlando, FL	3246434	E0013	Consumer Banking	Checking	atm deposit did not show funds would be on hold for over 1 wk. online balance show funds available online banking. customer spend funds to avoid monthly service fee and was charged overdraft fees &#40;3 times&#41;. there was no indication of hold and hold time was too long for regular rent deposit.  Complaint Type Other: atm deposit did not show funds hold and od fee charged 3 times on use atm deposit did not show funds hold and od fee charged 3 times on use 	atm deposit did not show funds would be on hold for over 1 wk. online balance show funds available online banking. customer spend funds to avoid monthly service fee and was charged overdraft fees &#40;3 times&#41;. there was no indication of hold and hold time was too long for regular rent deposit. 		
664	10003423	Customer	102104	03/30/16	Misleading / False information		Call Center	Austin, TX	3246278	E0017	Consumer Banking	Credit Card	General: cx upset that there was no adjustment for a atm malfunction  	General: cx upset that there was no adjustment for a atm malfunction  		
665	10010212	Customer	102356	06/16/16	Misleading / False information		Social Media	Hollywood, FL	3246231	E0012	Consumer Banking	Checking	waived as override her bank error   	waived as override her bank error   		
666	10004849	Customer	103743	07/24/16	Unauthorized Activity / Lack of Consent		Call Center	Norfolk, VA	3246201	E0017	Consumer Banking	Credit Card	 * Complaint Type Not Listed:text banking errors  	 * Complaint Type Not Listed:text banking errors  		
667	10010462	Customer	100930	01/24/16	Unauthorized Activity / Lack of Consent		Call Center	Saint Paul, MN	3246405	E0012	Consumer Banking	Checking	CONFIRMED PENDING PYMNTS ON FILE FORM $423.00 EVERY MONTH ON 17TH &#40;MPIC&#41;**//CH STATED DOESNT SEE MONEY TAKEN FROM HIS CHECKING ACT//CH STATED BOA HASNT BEEN SUCCESSFUL W RECEIVING PYMNTS &amp; CH GETS RETURNED CHECK FEES//CH STATED BOA VISA IS UNABLE TO ACCESS BOA CHECKING ACT IN DISSATISFACTION//OFFERED TO REVERIFY CHECKING ACT INFO//CH AGREED BUT COMPLAINED THAT 3RD TIME DOING THIS//VERIFIED CHECKING ACT # &amp; ROUTING #//CH ASKED ABOUT WAIVING LATE FEE//INFORMED CH THAT WILL RECEIVE LATE FEES UNTIL ACT UTD SO CAN'T WAIVE LATE FEE&#40;S&#41;//CH UNDERSTOOD//OFFERED TO FINISH VERIFYING CHECKING ACT INFO//CH STATED &quot;AWFULLY ROBOTIC&quot; BUT UNDERSTANDS &amp; AGREED//VERIFIED CHECKING ACT INFO &amp; ALL CORRECT//CH STATED JUST FRUSTRATED//EDUCATED CH CUST SAT DEP # &amp; HRS//CH STATED &quot;HOPEFULLY IT GOES THRU THIS TIME-NOT SURE IT HAS-BUT WILL GIVE IT ANOTHER SHOT&quot;//ADVISED CH TO CALL BACK IF PYMNT RETURNS UNPAID AGAIN &amp; IF CH RECEIVES RETURNED CHECK FEE THEN TO REQUEST FEE WAIVER FOR RETURNED CHECK FEE IF OCCURS AGAIN &amp; HOPEFULLY A CUST SAT ASSOCIATE CAN FIGURE OUT THE ISSUE SINCE CHECKING ACT INFO CORRECT  	CONFIRMED PENDING PYMNTS ON FILE FORM $423.00 EVERY MONTH ON 17TH &#40;MPIC&#41;**//CH STATED DOESNT SEE MONEY TAKEN FROM HIS CHECKING ACT//CH STATED BOA HASNT BEEN SUCCESSFUL W RECEIVING PYMNTS &amp; CH GETS RETURNED CHECK FEES//CH STATED BOA VISA IS UNABLE TO ACCESS BOA CHECKING ACT IN DISSATISFAC		
668	10010739	Customer	103116	07/21/17	Unauthorized Activity / Lack of Consent		Call Center	Chicago, IL	3246371	E0012	Consumer Banking	Checking	Customer Feedback -- Opportunity -- Miscellaneous //Member disappointed he is not able to reactivate service since it had been active more than 90 days ago. Reviewed stop sell script. Apologized to the member for the inconvenience.  Member understood.  &quot;&quot;Complaint report shows the protection was cxl 03/05/16..djj..  	Customer Feedback -- Opportunity -- Miscellaneous //Member disappointed he is not able to reactivate service since it had been active more than 90 days ago. Reviewed stop sell script. Apologized to the member for the inconvenience.  Member understood.  &quot;&quot;Complaint report shows the protecti		
669	10004199	Customer	101937	05/26/16	Manipulation/misrepresentation of sales		Social Media	Des Moines, IA	3246316	E0011	Consumer Banking	Checking	General: atm malfunction , cx had to file a claim no money received , cx also  waited to file claim not sure why  	General: atm malfunction , cx had to file a claim no money received , cx also  waited to file claim not sure why  		
670	10005954	Customer	101968	08/14/16	Manipulation/misrepresentation of sales		Social Media	Oakland, CA	3246351	E0017	Consumer Banking	Credit Card	General: funds availability due to ATM Error  	General: funds availability due to ATM Error  		
671	10010718	Customer	105106	02/25/17	Manipulation/misrepresentation of sales		Social Media	Pittsburgh, PA	3246431	E0012	Consumer Banking	Checking	Customer upset his receipt jammed in the atm.  	Customer upset his receipt jammed in the atm.  		
672	10009967	Customer	106370	04/10/17	Misleading / False information		Call Center	Sioux City, IA	3246154	E0018	Business Banking	Business Lending	Client was angry that ATM was not working and he had to come inside and wait in a very long line.  	Client was angry that ATM was not working and he had to come inside and wait in a very long line.  		
673	10010577	Customer	102588	10/13/16	Misleading / False information		Social Media	Cedar Rapids, IA	3246316	E0011	Consumer Banking	Checking	  Escalation To Concern is being addressed in CTR case# 170322CR0000048. Closing case. Concern is being addressed in CTR case# 170322CR0000048. Closing case.  Provide Feedback Feedback Exclusion: Customer requests to remain with BAC-Banking Center Owned From: Seanpaulhinkley@gmail.comSent: Tuesday, March 21, 2017 6:59:38 PM (UTC-08:00) Pacific Time (US & Canada)To: BTM BAC.com FeedbackSubject: Feedback Email FormFirst Name: SeanLast Name: HinkleyAddress Line 1:Address Line 2:City:State:Zip:What are you contacting us about?: I have feedbackYour comments: The customer service at local branch in Ashland, MA 01721 is extremely bad and doesn't seem to at all be to Bank Of America's usual standards. I go into the branch about 5-6 times a month and both of the older woman who are tellers are just mean, judgemental and unfriendly. The first time, I figured maybe one of the tellers was having a bad day-I'm a reasonable person and didn't think anything about it. This is a consistent problem though. I only bank at the Brighton Bank of America near my work now and I would just like to say everyone there does a great job. You go in to cash a check, make a deposit or withdrawal and they at least pretend to be happy to do it, Although I feel they don't even need to pretend Here in Ashland, if you go to make a withdrawal with a teller, they will ask me why I couldn't make it at the ATM, and the bank is empty mostly when I go in to do business. With a 2.8 Review on google, I am not alone in feeling this way about the customer service here.Would you like us to contact you about your feedback?: YesEmail address: Seanpaulhinkley@gmail.comPhone Number: 508-530-1378Best time to Reach: Afternoon 12 p.m.?4 p.m. ETSourceID: Other - Root Cause	  Escalation To Concern is being addressed in CTR case# 170322CR0000048. Closing case. Concern is being addressed in CTR case# 170322CR0000048. Closing case.  Provide Feedback Feedback Exclusion: Customer requests to remain with BAC-Banking Center Owned From: Seanpaulhinkley@gmail.comSent: Tuesday, 		
674	10010738	Customer	107334	03/12/16	Inappropriate Sales Tactics		Social Media	Houston, TX	3246180	E0011	Consumer Banking	Checking	ATM ID IMOD0188 dispensed wrong amt of cash   	ATM ID IMOD0188 dispensed wrong amt of cash   		
675	10002294	Customer	100930	10/09/17	Inappropriate Sales Tactics		Call Center	Washington, DC	3246142	E0019	Consumer Banking	Credit Card	outside ATM not working had to come in  	outside ATM not working had to come in  		
676	10010646	Customer	101458	07/19/16	Manipulation/misrepresentation of sales		Branch	Fort Worth, TX	3246452	E0015	Consumer Banking	Checking	Card captured at ATM  	Card captured at ATM  		
677	10010759	Customer	106573	04/04/17	Misleading / False information		Branch	Indianapolis, IN	3246188	E0013	Consumer Banking	Checking	CUST CONCERN REGARDIGN ATM CARD WAS TAKEN BY ATM.   	CUST CONCERN REGARDIGN ATM CARD WAS TAKEN BY ATM.   		
678	10001450	Customer	104622	10/31/17	Unauthorized Activity / Lack of Consent		Social Media	Oakland, CA	3246110	E0015	Consumer Banking	Checking	My account got enrolled into the paperless statement without my consent	My account got enrolled into the paperless statement without my consent		
679	10005329	Customer	105276	03/16/16	Inappropriate Sales Tactics		Call Center	Baton Rouge, LA	3246154	E0018	Consumer Banking	Checking	Bank of America continues to show on my credit report although the account has yet to be verified. I have tried several times to receive this validation, but the response is incomplete each time. NA #4888937075330300 Called customer to discuss issues received through the CFPB. left a message to call back. Called customer to follow up on the CFPB issues. left a message to call back. RS Research - Commit 2 case 3541415 is closed. No additional information regarding VOD found reviewing the case. LOB Research  - Requesting Judgment info - Review of the CollectionNet submission id 47449696 indicate there is a Judgment on the account.From: Employee Escalation Tool [mailto:sharepoint-alerts@bankofamerica.com] Sent: Thursday, February 16, 2017 8:38 AMTo: Cummings, Tim &amp;lt;tim.cummings@bankofamerica.com&amp;gt;; Dogan, Rebecca M &amp;lt;rebecca.m.dogan@bankofamerica.com&amp;gt;; Graves, Tiffany &amp;lt;tiffany.graves@bankofamerica.com&amp;gt;; Daves, Sean &amp;lt;Sean.Daves@bankofamerica.com&amp;gt;Cc: Mansouri, Ben &amp;lt;ben.mansouri@bankofamerica.com&amp;gt;; DG EET SharePoint Correspondence &amp;lt;dg.eet_sharepoint_correspondence@bankofamerica.com&amp;gt;Subject: Employee Escalation - New Research Request - TARA R BAILEYDear Valued LOB Partner, Employee Escalation is in receipt of a customer complaint and your assistance is required in researching the concerns for the customer account shown below: Case Number: 170206CR0000154Account Number: 4888937075330300Research Request: Please review and verify if there is a judgment on this account.  **LOB Action Required**Please access the ticket using link below and acknowledge receipt of this request.  Line of Business: Collection JudgmentsAcknowledgement Due Date: 2/17/2017 10:38:05 AMResolution Due Date: 2/21/2017Employee Escalation Research RequestThank you for your partnership. LOB Research Initiated - From: Employee Escalation Tool [mailto:sharepoint-alerts@bankofamerica.com] Sent: Thursday, February 16, 2017 8:41 AMTo: Collections Exec-Reg Complaints &amp;lt;collections_exec-reg_complaints@bankofamerica.com&amp;gt;Cc: Mansouri, Ben &amp;lt;ben.mansouri@bankofamerica.com&amp;gt;; DG EET SharePoint Correspondence &amp;lt;dg.eet_sharepoint_correspondence@bankofamerica.com&amp;gt;Subject: Employee Escalation - New Research Request - TARA R BAILEYDear Valued LOB Partner, Employee Escalation is in receipt of a customer complaint and your assistance is required in researching the concerns for the customer account shown below: Case Number: 170206CR0000154Account Number: 4888937075330300Research Request: Customer is disputing the debt. Please provide the details on the status of this account. Please provide a VOD.See attached.**LOB Action Required**Please access the ticket using link below and acknowledge receipt of this request.  Line of Business: Collections-General Collection Issues Acknowledgement Due Date: 2/17/2017 10:41:01 AMResolution Due Date: 2/22/2017Employee Escalation Research RequestThank you for your partnership. RS Research - Review of the UCRS indicate this account was charged off on 3/31/2016, with a balance of $16,660.58.Review of the monthly statements indicate customer made many payments on the account using the same Wells Fargo account number, during 2014 and 2015. N/A N/A Customer states that Bank of America continues to show on her credit report an account that has yet to be verified. Customer claims she has requested several times to receive validation of debt, but the response is incomplete each time.Customer is requesting to remove the debt from credit report and void her of this debt.Customer is requesting to remove the debt from credit report and void her of this debt.Customer has included a written a letter to the CEO office dated 3.16.16 requesting validation of debt (the actual accounting) per FCRA, a sworn affidavit or a hand signed invoice in accordance to the UCC, and a copy of the contact signed by both parties.Customer has requested not to contact her by telephone. LOB Response - Collection From: Employee Escalation Tool [mailto:sharepoint-alerts@bankofamerica.com] Sent: Thursday, February 16, 2017 9:34 AMTo: Mansouri, Ben &amp;lt;ben.mansouri@bankofamerica.com&amp;gt;Cc: DG EET SharePoint Correspondence &amp;lt;dg.eet_sharepoint_correspondence@bankofamerica.com&amp;gt;Subject: Employee Escalation Research Request Resolved - TARA R BAILEYThe Line of Business has provided a resolution response to your research request below. Case Number: 170206CR0000154Account Number: 4888937075330300Research Request: Customer is disputing the debt. Please provide the details on the status of this account. Please provide a VOD.See attached.Line of Business: Collections-General Collection Issues LOB Assigned to: Shader, MontgomeryLOB Contact Name: Use Alternate EmailLOB Research/Resolution: 2/16/2017 11:33 AM Shader, Montgomery: This account was charged off on 3/31/16. I have requested a new VOD letter be sent to the customer. This account is currently being handled within our legal collection stream. Please refer the customer to Cooling and Winter LLC regarding any concerns or payment arrangements. They can be contacted at 800.291.5144. I will provide a copy of the VOD once it has been generated and is available on the system. ________________________________________Please Note:You have up to 10 business days to submit additional questions. You may do so by accessing the ticket using the link below and changing the Status field to &amp;#8220;Requester Requires Additional Information&amp;#8221; and completing the form that appears. Otherwise, if you are satisfied with the response, please update the Status field to &amp;#8220;Closed&amp;#8221;.Employee Escalation Research RequestThank you for your partnership. Customer is disputing the validity of debt.Customer is disputing the credit reporting.Customer is dissatisfied with the service. RS Note - No additional phone calls will be made to this customer. CP1- Completed Case requires legal review. Additional time is needed. CFPB case number 170201-002004 has been updated with In Progress status at 7:26 a.m. Pacific on 2/17/2017, and the new Respond By date is 4/7/2017. Extension approved There is a C+D request in the complaint. No call made. There is a C+D request in the complaint. No call made. LOB Response - Info on Consent JudgmentFrom: Employee Escalation Tool [mailto:sharepoint-alerts@bankofamerica.com] Sent: Tuesday, February 21, 2017 8:12 AMTo: Mansouri, Ben &amp;lt;ben.mansouri@bankofamerica.com&amp;gt;Cc: DG EET SharePoint Correspondence &amp;lt;dg.eet_sharepoint_correspondence@bankofamerica.com&amp;gt;Subject: Employee Escalation Research Request Resolved - TARA R BAILEYThe Line of Business has provided a resolution response to your research request below. Case Number: 170206CR0000154Account Number: 4888937075330300Research Request: Please review and verify if there is a judgment on this account.  Line of Business: Collection JudgmentsLOB Assigned to: Dogan, Rebecca MLOB Contact Name: Cummings, Tim;Dogan, Rebecca M;Graves, Tiffany;Daves, SeanLOB Research/Resolution: 2/21/2017 10:11 AM Dogan, Rebecca M: there is a stipulated judgment on this account. judgment attached to sharepoint ________________________________________2/16/2017 1:57 PM Dogan, Rebecca M: ________________________________________2/16/2017 1:15 PM Dogan, Rebecca M: There is a consent judgment filed. Case #2016COP4004689 in the Richland County Court of Common Pleas (in state of SC). The cardholder signed as consenting on 9/15/16 and it was filed in the court clerk&amp;#39;s office 10/18/16 in the amount of $16,660.58 RS Note: Review of the complaint to the CFPB indicates that the paperwork from the CFPB is a letter sent to Bank of America by the customer which is signed on 3/16/16. However, customer signed the consent judgment on 9/15/16, admitting to the debt. It&amp;#39;s not clear whether the actual complaint filed with the CFPB, was on post judgment date or prior to 9/15/16. RS Research - Requested a credit reporting letter verifying the account is reporting correctly to the bureaus. Case: 415643 Summary of research - Our records indicate that this account ending in 0300 was opened on January 11, 2014. Due to non-payment, Bank of America charged this account off as a loss on March 31, 2016, with a balance of $16,660.58. Furthermore, our records indicate that a Consent Judgment in the amount of $16,660.58 was signed on September 15, 2016, by Ms. Tara R. Bailey, and filed as part of the Case#: 2016COP4004689, with the Richland County Court of Common Pleas on October 18, 2016, in the State of South Carolina. Our response - It is the position of Bank of America that the credit card account ending in 0300 is valid, due and payable according to the terms of the Credit Card Agreement that was provided to you when the account was opened. Credit was extended to you, and the account constitutes an extension of credit under federal law. By using the account, which you have, you agreed to the terms of the Credit Card Agreement, which specifically state the accounts are governed by federal and applicable state law. Additionally, our records confirm repeated payments were made to the credit card account. This signifies acceptance of responsibility for the balance. Furthermore, you signed a Consent Judgment on September 15, 2016, and agreed to resolve the litigation case in favor of Bank of America. Based on this information, you will remain liable for the repayment of the account. We have also enclosed the Validation of Debt letter dated February 21, 2017, for your review.We have thoroughly reviewed your account and have determined that this account is reporting correctly to credit reporting agencies as a charged off account. Please note that the federal Fair Credit Reporting Act (FCRA) promotes the accuracy, fairness and privacy of information in the files of consumer reporting agencies. As such, it's imperative that we accurately report the accounts of our customers. Therefore, we are unable to comply with your request to change the history associated with your account ending in 0300 as reported to your credit file. Please note that Cooling &amp; Winter LLC, is now assisting in collection efforts on behalf of Bank of America. Since this account has been referred to outside legal counsel, all future correspondence, questions regarding the judgment, payments or any other concerns must be addressed with Cooling &amp; Winter LLC, directly for further assistance. You may contact them at 800.291.5144. At Bank of America we strive to provide our customers with the highest level of service possible. We regret any inconvenience you may have encountered as a result of this matter and apologize for any service provided that did not meet your expectations. Please note Bank of America has followed its established credit standards, as it is the policy of Bank of America to adhere to all fair lending laws and regulations. Customer states that Bank of America continues to show on her credit report an account that has yet to be verified. Customer claims she has requested several times to receive validation of debt, but the response is incomplete each time.Customer is requesting to remove the debt from credit report and void her of this debt.Customer has included a written letter to the CEO office dated 3.16.16 requesting validation of debt (the actual accounting) per FCRA, a sworn affidavit or a hand signed invoice in accordance to the UCC, and a copy of the contact signed by both parties.Customer has requested not to contact her by telephone. CP2 approved - Clear to legal No legal needed review needed.  No agreements being sent - Manager approvel Confirmed that Legal will not be reviewing There is a C+D request in the complaint. No call made. CFPB Case number 170201-002004 has been closed with Explanation at 1:23 p.m. Pacific on 3/8/17. cp3 approved CRQA case review completed by Edwin Cruz  170201-002004 	Bank of America continues to show on my credit report although the account has yet to be verified. I have tried several times to receive this validation, but the response is incomplete each time. NA #4888937075330300 Called customer to discuss issues received through the CFPB. left a message to call		
680	10010615	Customer	100691	10/16/17	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246180	E0011	Consumer Banking	Checking	Tried to deposit the check at the ATM, the machine would not take it.  Complaint Type Other: ATM wouldn't take his check. ATM wouldn't take his check. 	Tried to deposit the check at the ATM, the machine would not take it.  Complaint Type Other: ATM wouldn't take his check. ATM wouldn't take his check. 		
681	10000621	Customer	103868	07/18/17	Inappropriate Sales Tactics		Call Center	Santa Fe, NM	3246110	E0015	Consumer Banking	Credit Card	I received sales calls every day even during weekends!	I received sales calls every day even during weekends!		
682	10000572	Customer	100292	10/03/16	Misleading / False information		Social Media	San Antonio, TX	3246426	E0017	Consumer Banking	Checking	General: Cx upset ATM malfunctioned during ATM deposit.  	General: Cx upset ATM malfunctioned during ATM deposit.  		
683	10001001	Customer	101884	02/10/17	Misleading / False information		Call Center	Fort Lauderdale, FL	3246318	E0011	Consumer Banking	Credit Card	- contact network support.  - replaced debit card  refer to atm claims  * Complaint Type Not Listed:atm machine captured debit card. deposit in process. machine went out service for 30 min.  	- contact network support.  - replaced debit card  refer to atm claims  * Complaint Type Not Listed:atm machine captured debit card. deposit in process. machine went out service for 30 min.  		
684	10004046	Customer	104434	05/15/17	Unauthorized Activity / Lack of Consent		Social Media	Saint Louis, MO	3246231	E0015	Consumer Banking	Checking	atm kept card   	atm kept card   		
685	10010083	Customer	103856	04/01/16	Manipulation/misrepresentation of sales		Call Center	Washington, DC	3246199	E0013	Business Banking	Business Lending	customer is upset that the previous was rude and not helpful custonmer over over fee i ran RDT to NSF fee refunded but not the MMF customer wanted it returned i advised to talk to business as it gets returned  	customer is upset that the previous was rude and not helpful custonmer over over fee i ran RDT to NSF fee refunded but not the MMF customer wanted it returned i advised to talk to business as it gets returned  		
686	10001673	Customer	102709	06/11/16	Manipulation/misrepresentation of sales		Social Media	Huntsville, AL	3246104	E0016	Consumer Banking	Credit Card	cx was inside banking center in brooklyn on East fordham and valentine and wanted to pull funds out but alleges they told her she can only pull from the atm, alleges they treated her really disrespectful and as a result she wanted to close the acct. she alleges they started giggling and laughing at her because she wanted her money.  	cx was inside banking center in brooklyn on East fordham and valentine and wanted to pull funds out but alleges they told her she can only pull from the atm, alleges they treated her really disrespectful and as a result she wanted to close the acct. she alleges they started giggling and laughing at 		
687	10008061	Customer	105921	01/13/17	Unauthorized Activity / Lack of Consent		Call Center	Shreveport, LA	3246134	E0016	Business Banking	Business Lending	cx complint about teller, was very rude. cx preferred banker  	cx complint about teller, was very rude. cx preferred banker  		
688	10000477	Customer	104102	03/14/16	Manipulation/misrepresentation of sales		Branch	Yakima, WA	3246318	E0011	Consumer Banking	Checking	General: ATM MALFUNCTION. MISSING CASH  	General: ATM MALFUNCTION. MISSING CASH  		
689	10010256	Customer	102581	10/11/17	Manipulation/misrepresentation of sales		Social Media	Des Moines, IA	3246431	E0012	Consumer Banking	Checking	General: atm deposit error  	General: atm deposit error  		
690	10010318	Customer	100237	01/12/16	Misleading / False information		Social Media	Philadelphia, PA	3246431	E0012	Consumer Banking	Checking	ecoe // address/dob/type number and number of accounts  //   reason:          atm capture card  solution:        block card provide small business phone number to replace card.   	ecoe // address/dob/type number and number of accounts  //   reason:          atm capture card  solution:        block card provide small business phone number to replace card.   		
691	10009243	Customer	104973	11/11/16	Manipulation/misrepresentation of sales		Social Media	Minneapolis, MN	3246450	E0013	Business Banking	Business Lending	check deposit captured at atm 306.00  	check deposit captured at atm 306.00  		
692	10009557	Customer	101272	01/24/16	Inappropriate Sales Tactics		Call Center	Fresno, CA	3246371	E0012	Business Banking	Merchant Services	General: cx used atm to get money out and she rquested 50$ and only received 20 and did it a 2nd time and it did it again .  	General: cx used atm to get money out and she rquested 50$ and only received 20 and did it a 2nd time and it did it again .  		
693	10001432	Customer	102175	08/03/17	Manipulation/misrepresentation of sales		Call Center	Los Angeles, CA	3246104	E0016	Consumer Banking	Credit Card	  Complaint Type Other: ch unable to get funds bc frd issue- bk ctr willc cls before ch can get there  	  Complaint Type Other: ch unable to get funds bc frd issue- bk ctr willc cls before ch can get there  		
694	10003345	Customer	103910	05/20/16	Unauthorized Activity / Lack of Consent		Social Media	New Haven, CT	3246452	E0015	Consumer Banking	Credit Card	  [Case Notes] - Source of Dissatisfaction: customer dissatisfied due to account showing under bankruptcy on her experian report. customer stated that she did not include account in bankruptcyFollow-Up Needed: please contact customer due to she has a rate lock that will expire in a week and this issue is holding up her refinance [Case Comments] - waiting to make call to customer in their time zone. [Case Comments] - commit follow up: Credit bureau dispute completed and letter mailed to customer. Waiting outbound call in time zone to give update.   [Case Comments] - Outbound call to customer to explain process of bankruptcy reporting account on credit report. Requesting 24 mo payment history and wants call back once processed.&#x0D; [Case Comments] - E-mail sent to CROG for credit bureau dispute.  [Case Comments] - Customer returned call and advised credit bureau dispute is completed. Copy of CBR letter was faxed to customer.  [Case Comments] - commit follow up: 2nd attempt Outbound call to customer to advised credit bureau dispute review completed and letter mailed to customer.   Specialty Servicing-Bankruptcy HELOC Credit Bureau Dispute Source of Dissatisfaction: customer dissatisfied due to account showing under bankruptcy on her experian report. customer stated that she did not include account in bankruptcyFollow-Up Needed: please contact customer due to she has a rate lock that will expire in a week and this issue is holding up her refinance Customer returned call and advised credit bureau dispute is completed. Copy of CBR letter was faxed to customer. Customer dissatisfied due to account showing under bankruptcy on her Experian report.	  [Case Notes] - Source of Dissatisfaction: customer dissatisfied due to account showing under bankruptcy on her experian report. customer stated that she did not include account in bankruptcyFollow-Up Needed: please contact customer due to she has a rate lock that will expire in a week and this iss		
695	10000673	Customer	100260	02/16/17	Unauthorized Activity / Lack of Consent		Social Media	Boston, MA	3246454	E0011	Consumer Banking	Credit Card	Mrs. Rivera said that she talked to one of the associate to ask about business account. She said the associate was very rude and that no one speak Spanish. Then Mrs. Rivera heard another associate speaking Spanish and she got really upset because she felt lied to. Mrs. Rivera felt discriminated.   	Mrs. Rivera said that she talked to one of the associate to ask about business account. She said the associate was very rude and that no one speak Spanish. Then Mrs. Rivera heard another associate speaking Spanish and she got really upset because she felt lied to. Mrs. Rivera felt discriminated.   		
696	10005654	Customer	101524	08/03/17	Unauthorized Activity / Lack of Consent		Call Center	Springfield, IL	3246351	E0017	Consumer Banking	Credit Card	ata rejects the bills multiple times  	ata rejects the bills multiple times  		
697	10010849	Customer	102397	04/12/16	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246443	E0014	Consumer Banking	Checking	very upset because the ata is not reading her debit card, and she said that every ata on the drive thru are down.  	very upset because the ata is not reading her debit card, and she said that every ata on the drive thru are down.  		
698	10010114	Customer	103730	02/25/16	Misleading / False information		Social Media	Birmingham, AL	3246188	E0013	Business Banking	Business Lending	Client compliant how it is an inconvenience to her to come over here to use the atm when there is an atm by her home. The atm by her is the one on Eastmain street and it does not give her money when she needs it. It only allows 200 at a time or nothing at all.   Complaint Type Other: ATM malfuction ATM malfuction 	Client compliant how it is an inconvenience to her to come over here to use the atm when there is an atm by her home. The atm by her is the one on Eastmain street and it does not give her money when she needs it. It only allows 200 at a time or nothing at all.   Complaint Type Other: ATM malfuction 		
699	10001210	Customer	100727	10/02/16	Unauthorized Activity / Lack of Consent		Call Center	Kansas City, MO	3246361	E0018	Consumer Banking	Credit Card	customer came in to close acct with very mad attitude.   I am not sure what happened with her family.  	customer came in to close acct with very mad attitude.   I am not sure what happened with her family.  		
700	10006940	Customer	100112	06/26/17	Unauthorized Activity / Lack of Consent		Call Center	Rochester, NY	3246371	E0012	Business Banking	Business Lending	Customer did not have deposit slip and FCOM referred her to the ATA where should wouldn't need it. She was annoyed with already waiting in the line and then again for a rep on the ATA.  	Customer did not have deposit slip and FCOM referred her to the ATA where should wouldn't need it. She was annoyed with already waiting in the line and then again for a rep on the ATA.  		
701	10005976	Customer	104017	03/20/16	Misleading / False information		Call Center	Santa Monica, CA	3246434	E0013	Consumer Banking	Credit Card	atm would not take cash for payment   	atm would not take cash for payment   		
702	10003567	Customer	104590	12/24/16	Inappropriate Sales Tactics		Call Center	Washington, DC	3246188	E0013	Consumer Banking	Checking	The agent calls me every other day about this new product that I am not interested in	The agent calls me every other day about this new product that I am not interested in		
703	10008351	Customer	104057	12/10/16	Inappropriate Sales Tactics		Call Center	Iowa City, IA	3246111	E0018	Business Banking	Business Lending	  Funds did go to customer checking account but reason for closure still unclear Case resolved per notes-Commit Case closed-clean up JDI 160916  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center Owned Customer had account closed for seemingly no reason and had remaining balance transferred to who knows where	  Funds did go to customer checking account but reason for closure still unclear Case resolved per notes-Commit Case closed-clean up JDI 160916  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account Processing Errors/Adjustments Missing Deposit/Posting Errors ATM/Electronic-Banking Center O		
704	10009974	Customer	102581	01/03/17	Manipulation/misrepresentation of sales		Social Media	Fort Worth, TX	3246316	E0011	Business Banking	Business Lending	both drive up ATMs not working and she needed to make a quick deposit.   	both drive up ATMs not working and she needed to make a quick deposit.   		
705	10000429	Customer	103847	01/09/17	Unauthorized Activity / Lack of Consent		Social Media	Herndon, VA	3246104	E0016	Consumer Banking	Credit Card	atm card captured at drive thru atm. chx is unhappy that we can not get his card out of the atm. can not do this because we don't service the atm.  	atm card captured at drive thru atm. chx is unhappy that we can not get his card out of the atm. can not do this because we don't service the atm.  		
706	10010615	Customer	100691	07/18/17	Manipulation/misrepresentation of sales		Social Media	Wichita, KS	3246180	E0011	Consumer Banking	Checking	Customer debit card was captured by atm.  	Customer debit card was captured by atm.  		
707	10010228	Customer	101496	03/11/17	Misleading / False information		Call Center	Washington, DC	3246450	E0013	Consumer Banking	Checking	General: funds did not come out of the atm  	General: funds did not come out of the atm  		
708	10001935	Customer	103673	02/07/17	Misleading / False information		Social Media	Anaheim, CA	3246178	E0017	Consumer Banking	Credit Card	Mr Quillan says the ATM is not giving our money again  	Mr Quillan says the ATM is not giving our money again  		
709	10008666	Customer	106409	01/27/16	Inappropriate Sales Tactics		Social Media	Anaheim, CA	3246219	E0016	Business Banking	Merchant Services	General: atm error  	General: atm error  		
710	10001550	Customer	104862	10/16/16	Manipulation/misrepresentation of sales		Social Media	Cincinnati, OH	3246176	E0018	Consumer Banking	Checking	card captured at atm   	card captured at atm   		
711	10003031	Customer	106479	02/23/16	Misleading / False information		Social Media	Phoenix, AZ	3246351	E0017	Consumer Banking	Credit Card	atm took the card  	atm took the card  		
712	10004219	Customer	107052	04/10/16	Inappropriate Sales Tactics		Social Media	Aurora, CO	3246316	E0011	Consumer Banking	Credit Card	Received copy of complaint on 03/03/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/02/2017.The customer stated he thought his ex-spouse filed bankruptcy on this account, complained with tone he was not aware of the account at all.The agent educated on account details, advised we would request statements for him and have them sent to the verified address, the account status was changed accordingly..     	Received copy of complaint on 03/03/2017 and submitting complaint on behalf of Mercantile Adjustment Bureau, LLC. Complaint occurred on 03/02/2017.The customer stated he thought his ex-spouse filed bankruptcy on this account, complained with tone he was not aware of the account at all.The agent educ		
713	10009844	Customer	102842	06/13/16	Misleading / False information		Branch	Reno, NV	3246245	E0017	Business Banking	Business Lending	Received copy of complaint on 03/15/2017 and submitting complaint on behalf of NCB. Complaint occurred on 03/14/2017.  Customer expressed dissatisfaction when Agent advised him that we are just servicing the account for Bank of America until a resolution is made. Customer misunderstood and thought Agent was advising him to file bankruptcy.Agent advised Customer that she was not telling him to file bankruptcy and assured him that he was doing a good job with his payments. Agent educated Customer on how the account was being handled since it has been charged off. Customer understood and will be calling back with his next payment.    	Received copy of complaint on 03/15/2017 and submitting complaint on behalf of NCB. Complaint occurred on 03/14/2017.  Customer expressed dissatisfaction when Agent advised him that we are just servicing the account for Bank of America until a resolution is made. Customer misunderstood and thought A		
714	10000295	Customer	102541	10/12/16	Unauthorized Activity / Lack of Consent		Call Center	Fort Lauderdale, FL	3246199	E0013	Consumer Banking	Credit Card	  I confirmed a combined statement is established under primary DDA 7095.  I confirmed the ownership of account 7095 and 1755 is the same however Interact will not allow account 1755 to be linked to the combined statement under 7095. I submitted service request 1281-1347422649 to link account 1755 to combined statement under primary DDA 7095.  Expected Resolution Date: 03/09/2017. I reviewed account combined statement in Boss and determined that 1755 has been linked to the Combined statement under primary DDA ending in 7095. Customer is not happy with the services the bank offers and the bank errors that are made. Account maintenance completed. Reached customer at phone number provided-no further authentication required.  I reviewed previous Resolution case note with customer.  Customer expressed that she is very upset with our bank.  Customer stated that she received a letter from us stating she was deceased and although she received an apology letter she still wanted to express that concern.  I apologized to the customer and explained that I can see that error has been corrected.  Customer states that she hates our bank and that we don't offer a full range of services such as a medallion signature which she thinks is ridiculous being such a large bank we should offer full services.  I apologized that we aren't meeting the customers banking needs and assured customer that I would pass on her concerns.  Customer stated that she doesn't feel that her concern gets her anywhere cause she tells everyone in the bank her opinion.  I advised although the customer will not receive a contact back regarding the concern I will definitely by documenting it.  Customer thanked me for calling with the information regarding the statement and asked when it will be completed.  I explained that statement changes can take one full statement cycle to be completed and the customer will see account on her April statement. I left the customer a voicemail to advise we need more time to complete the request.  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account/Customer Maintenance Statement Maintenance-Routes Customer would like all her accounts to be in one combined statement monthly. This account is currently by itself in the system labeled as opted out and we are unable to link it to the current combined statement in the financial center as the customer wishes. please add account#1755 to the existing combined statement so that in result all of her accounts are displayed in one monthly statement including#1755.	  I confirmed a combined statement is established under primary DDA 7095.  I confirmed the ownership of account 7095 and 1755 is the same however Interact will not allow account 1755 to be linked to the combined statement under 7095. I submitted service request 1281-1347422649 to link account 1755 t		
715	10002283	Customer	103901	03/31/17	Unauthorized Activity / Lack of Consent		Call Center	Miami, FL	3246409	E0016	Consumer Banking	Checking	The $25.00 teller cash withdrawal was double debited from both the check and the sav account. Bank error  	The $25.00 teller cash withdrawal was double debited from both the check and the sav account. Bank error  		
716	10010220	Customer	102587	03/18/17	Unauthorized Activity / Lack of Consent		Social Media	Pittsburgh, PA	3246405	E0012	Consumer Banking	Checking	ID 322811  03/02/17  AEROTEK   HOLD/CUST SERV  KELSIA CRAYTON  CH UPSET PRIOR AGENT PLACED HER ON HOLD FOR 10 MINUTES AND WAS RUDE  	ID 322811  03/02/17  AEROTEK   HOLD/CUST SERV  KELSIA CRAYTON  CH UPSET PRIOR AGENT PLACED HER ON HOLD FOR 10 MINUTES AND WAS RUDE  		
717	10008216	Customer	103003	03/05/16	Misleading / False information		Call Center	Evanston, IL	3246452	E0015	Business Banking	Merchant Services	Customer was extremely rude. He stop at the podium denuding statements. I ask for Id and debit card and he snap them on top of the desk. I ask if that would be for his checking account and he stated &quot;no that would be from my waffle.&quot; &quot;of course is from my checking account&quot;. I didn't say anything, I just print what he requested and hand it to him. no thank you from him. He stated that I was  standing to close to him wile he was reading. He stated, &quot;you should go behind the desk, that is were your job is&quot;. I stated Sr. I work here, this is my area were I work you are most welcome to have a sit at the lobby. He was very abusive individual. If I had a guard I would have him kick out.  	Customer was extremely rude. He stop at the podium denuding statements. I ask for Id and debit card and he snap them on top of the desk. I ask if that would be for his checking account and he stated &quot;no that would be from my waffle.&quot; &quot;of course is from my checking account&quot;. I did		
718	10010240	Customer	101218	08/01/16	Unauthorized Activity / Lack of Consent		Social Media	Spring Hill, FL	3246318	E0011	Consumer Banking	Checking	ata error soft, had to return money to cus  	ata error soft, had to return money to cus  		
719	10002384	Customer	103843	05/26/16	Manipulation/misrepresentation of sales		Social Media	Suffolk, VA	3246201	E0017	Consumer Banking	Credit Card	General: ATM deposit for incorrect amount.  	General: ATM deposit for incorrect amount.  		
720	10003157	Customer	101484	11/24/16	Unauthorized Activity / Lack of Consent		Branch	Fort Worth, TX	3246245	E0017	Consumer Banking	Credit Card	1/23/17 - deposit at atm was incorrect -system caught error and letter and appropriate adjustment made to acct. customer unaware of adjustment and continued to make purchases - overdrew the account. charge 3x 35 ODF - deposit of her client check at atm hold was placed until 3/21 - which also cause account to be over drawn.   	1/23/17 - deposit at atm was incorrect -system caught error and letter and appropriate adjustment made to acct. customer unaware of adjustment and continued to make purchases - overdrew the account. charge 3x 35 ODF - deposit of her client check at atm hold was placed until 3/21 - which also cause a		
721	10003518	Customer	106404	08/17/17	Inappropriate Sales Tactics		Social Media	Saint Louis, MO	3246426	E0017	Consumer Banking	Checking	General: atm malfuction  	General: atm malfuction  		
722	10000886	Customer	104558	04/15/16	Misleading / False information		Social Media	Harrisburg, PA	3246245	E0017	Consumer Banking	Checking	Stone Harbor Remote 328 96th St Stone Harbor, NJ 08247  -atm was down-  	Stone Harbor Remote 328 96th St Stone Harbor, NJ 08247  -atm was down-  		
723	10010340	Customer	100727	01/02/17	Manipulation/misrepresentation of sales		Call Center	Tacoma, WA	3246371	E0012	Consumer Banking	Checking	General: tried to deposite a check and the atm ate it and an employee had to get her card out  	General: tried to deposite a check and the atm ate it and an employee had to get her card out  		
724	10007697	Customer	103449	12/22/16	Manipulation/misrepresentation of sales		Social Media	Las Vegas, NV	3246231	E0015	Business Banking	Merchant Services	Client was trying to make a deposit at the atm as requested by banking associate for convenience. CLient entered card and cash and before the transaction was completed, the atm power cycled and restarted. Card and cash were kept by ATM causing client to return to FC to get a new card and open claim.  Complaint Type Other: ATM failure during transaction ATM failure during transaction 	Client was trying to make a deposit at the atm as requested by banking associate for convenience. CLient entered card and cash and before the transaction was completed, the atm power cycled and restarted. Card and cash were kept by ATM causing client to return to FC to get a new card and open claim.		
725	10004071	Customer	106377	11/25/16	Inappropriate Sales Tactics		Social Media	San Francisco, CA	3246185	E0019	Consumer Banking	Credit Card	Desired resolution:  I require an impartial party to get their attention and audit my payments already made and make the necessary adjustments on this predatory loan. I want them to honor the original terms of my contract. As it stands, I believe that the Bank of America is in breach of contract and they are negligent in terms of the way that my HELOC has been processed. Payment Research Account/Loan number:  110935163 **** KIR Call****&#x0D;Date/Time of Call/Time Zone: 03.02.17, 8:50 am pst&#x0D;Phone numbers(s): 480.649.5227&#x0D;Spoke with &lt;First and Last name&gt;: Julie Edwards&#x0D;RPC: Y&#x0D;Verification &lt;Address/SS#&gt;: Y&#x0D;Miranda: Y&#x0D;Privacy: Y&#x0D;HUD:  N/A&#x0D;Left Message: N&#x0D;Sent Email N&#x0D;Written or Verbal Communication with Agent/Customer: Customer&#x0D;Was appointment set: N&#x0D;Notes/Result of call: I provided my contact information to the customer. The customer claims that multiple times she was declined for a loan mod of her HELOC loan. She has concerns related to the principal balance owed. I informed her that I would read over the contract. manual response letter Manual response letter 1. The customer request assistance with her HELOC loan. 2. The customer claims she had no knowledge of her loan being transferred from countrywide to BAC.3. The customer claims the change from interest only to P&amp;I did not happen as agreed to in the loan contract. 4. The customer claims the interest only period was extended for an additional 5-6 years. 5. The customer claims with the payment to P&amp;I her payment increased from $109 to $282 per month. 6. The customer claims to have attempted loan modification assistance several times to only be declined. 7. The customer request the loan to be audited and for all payments after 2010 to be applied to the principle balance. 8. The customer request that an impartial party audit the payments applied and make the necessary adjustments on what she claims is a predatory loan. 9. The customer believes that BAC is in violation of the contract. Research LOB:Email sent to Mortgage Statement request for loan statement on this iSeries HELOC. I want to see if the customer had the option to make the I/O or fully amortized loan payment. The customer claims this loan is predatory. Research (SELF)Through the AS400 system loan history requested to be fax to me. Research (SELF) To my direct fax at 866.719.6493, I received the loan history. Research (Legal) Through the SQRS sharepoint I submitted a consultation request to address the customers predatory lending issue. I provided SQRS with a the CFPB complaint details and the HELOC agreement in question. Research (LEGAL) I have submitted for legal review. Valid NOE payment dispute received on 03.01.2017 company receive the NOE. CFPB Case No.: 170226-000207&#x0D;Mortgage loan account paid through 03.25.2017&#x0D;Loan is not in active bankruptcy RS: NOE comment:I reviewed the AS400 system credit reporting information. From 04/2016 to 01/2017 credit reporting description (NOT REPORTED) RS: NOE Comment:According to AS400 credit reporting history, 10/2006 - 08/2014 was reported (CURRENT ACCOUNT) 30 Day Late was reported for 09/201410/2014 - 10/2015 reported as (CURRENT ACCOUNT)11/2015 - 01/2017 Not Reported Response (LEGAL) SQRS Predatory Lending ConsultationAlicia Perry informed me to contact the appropriate LOB for predatory lending determination. Daniel,That is something you will need to reach out to the appropriate lob&amp;#8217;s to determine. Thanks!Kind Regards,Alicia Perry The customer claims this loan is predatory. Research (LOB) Request submitted for review to loan for predatory lending practices. EET sharepoint through HELOC research request. Dear Valued LOB Partner, Employee Escalation is in receipt of a customer complaint and your assistance is required in researching the concerns for the customer account shown below: Case Number: 170301CR0000244Account Number: 110935163Research Request: In the attached desired resolution portion of the CFPB escalation, the customers claims her loan was originated using predatory lending practices. Please review this loan to determine if predatory lending practices were used. Research (SELF)My review of the RFI policy and procedure, determined that with the customer not requesting documents from us this is not a valid RFI request. I have moved the RFI radio button to NO. RS: Submitted for CP1 Review consult complete CP 1 review completed by Dipesh Naik. Research (LOB) Related to the research concerning the customer claim of predatory lending, the incorrect LOB was used to address this issue. I have closed and reissued to the correct LOB for a determination if predatory lending was a factor in the funding of the HELOC loan. Research (LOB):Through the EET sharepoint I have submitted a request to locate the loan modification solicitation letter which was sent prior to the loan modification decline letter for missing items dated 12.11.2014 Research (LOB) Through the EET sharepoint I submitted a request for confirmation that the 60 month initial draw period was extended to 120 months. Research (LOB) Through the EET LOB sharepoint I requested to know why if on 09/08/2010 we suspended the draw on the line of credit due to the value of the property, we extended the term of the draw to 120 months. Research (SELF) Using the DM portal site, I have begun to gather documents related to the customers concerns for the CFPB matrix. **** COMMITMENT CALL****&#x0D;Date/Time of Call/Time Zone: 03.09.17, 1:12 pm pst&#x0D;Phone numbers(s): 480.649.5227&#x0D;Spoke with &lt;First and Last name&gt;: Julie Edwards&#x0D;RPC: Y&#x0D;Verification &lt;Address/SS#&gt;: N&#x0D;Miranda: N&#x0D;Privacy: N&#x0D;HUD:  N/A&#x0D;Left Message: N&#x0D;Sent Email N&#x0D;Written or Verbal Communication with Agent/Customer: Customer&#x0D;Was appointment set: Y Monday 03.13.17&#x0D;Notes/Result of call: Customer is sick/ill. She requested a call on Monday 03.13.17 Research (LOB) I received a response from LOB contact John Childers through EET system.LOB Research/Resolution: 3/9/2017 2:02 PM Childers, John: **EET Research Notation**  Systems Used: DMP/CTR/Homesaver  Action Taken: Validated CTR case number and loan number provided by requestor, reviewed homesaver. Additional Comments: N/A Original Request: To provide solicitation letter that was sent prior to the decline on 12/11/2014. Resolution: Per the note in homesaver on 10/30/2014 the loan would not have a package sent and was ineligible for solicitation.  Note is attached.  Closing ticket as we did not issue anything to the customer roughly 45 days before that decline. Research (LOB)Received response email to LOB request submitted through EET SP related to customers concern of predatory lending. LOB Research/Resolution: 3/9/2017 1:45 PM Chavarria, Stephanie: **EET Research Notation**Systems Used: n/aAction Taken: Submitted request to Predatory Lending / compliance hotline sharepointAdditional Comments: n/aOriginal Request: Borrower is claiming predatory lendingResolution: Received a response regarding my submission in the compliance hotline and was advised that:I was reviewing the customer complaint, and it appears the complaint is towards how their payments were applied.  Our group can only test the loan for APR, High Cost, anything regulatory. This appears something that loan servicing may have to review. Please do research on loan and respond to borrower complaint with the research completed. If you need further assistance from EET please resubmit your request through the correct channel. Our research reveals in December 2014, February 2015, and February 2017, we reviewed your loan three times for various loan modification or other workout options. The guidelines established by your investor, do not allow for a loan modification or other workout assistance options. For your reference, enclosed are copies of the loan modification solicitation and declination notification(s).The acquisition of assets from Countrywide Home Loans to Bank of America was not a servicing transfer and therefore under the Real Estate Settlement and Procedures Action (RESPA) did not require a notification to be issued. For your reference, enclosed is a copy of the recorded Assignment of Mortgage.With your signature(s) on the Home Equity Credit Line Agreement and Disclosure Statement, and Deed of Trust with Assignment of Rents dated August 9, 2005, you accepted and understood of the terms of the loan.For your reference, enclosed is a copy of the Home Equity Credit Line Agreement and Disclosure Statement, and Deed of Trust with Assignment of Rents. **** KIR Call****Date/Time of Call/Time Zone: 03.10.17, 12:00pm pstPhone numbers(s): 480.649.5227Spoke with &amp;lt;First and Last name&amp;gt;: No Contact MadeRPC: nVerification &amp;lt;Address/SS#&amp;gt;: nMiranda: nPrivacy: nHUD:  N/ALeft Message: YSent Email NWritten or Verbal Communication with Agent/Customer: no contact madeWas appointment set: nNotes/Result of call: I left a message for a return call Our research reveals in December 2014, February 2015, and February 2017, we reviewed your loan three times for various loan modification or other workout options. The guidelines established by your investor, do not allow for a loan modification or other workout assistance options. For your reference, enclosed are copies of the loan modification solicitation and declination notification(s).The acquisition of assets from Countrywide Home Loans to Bank of America was not a servicing transfer and therefore under the Real Estate Settlement and Procedures Action (RESPA) did not require a notification to be issued. For your reference, enclosed is a copy of the recorded Assignment of Mortgage.With your signature(s) on the Home Equity Credit Line Agreement and Disclosure Statement, and Deed of Trust with Assignment of Rents dated August 9, 2005, you accepted and understood of the terms of the loan.For your reference, enclosed is a copy of the Home Equity Credit Line Agreement and Disclosure Statement, and Deed of Trust with Assignment of Rents.Documents enclosed&amp;#8226;&amp;#9;Home Equity Credit Line Agreement &amp; Disclosure Statement dated August 9, 2009&amp;#8226;&amp;#9;Deed of Trust with Assignment of Rents dated August 9, 2005&amp;#8226;&amp;#9;Assignment of Deed of Trust dated April 23, 2013&amp;#8226;&amp;#9;Customer Relationship Manager assignment notification dated October 28, 2014&amp;#8226;&amp;#9;Declination notification dated December 11, 2014&amp;#8226;&amp;#9;Confirmation of documents received dated March 6, 2015&amp;#8226;&amp;#9;Declination notification dated April 14, 2015&amp;#8226;&amp;#9;Workout assistance while in Bankruptcy dated July 1, 2015&amp;#8226;&amp;#9;Workout assistance with in Bankruptcy dated July 22, 2015&amp;#8226;&amp;#9;Confirmation of documents received dated February 13, 2017&amp;#8226;&amp;#9;Notification of additional time needed dated February 14, 2017&amp;#8226;&amp;#9;Declination notification dated February 21, 2017&amp;#8226;&amp;#9;Loan history dated March 3, 2017 &lt;Thank you for the opportunity to &lt;bring closure to the concerns / address the concerns / continue to work with you toward resolution&gt;. [or]  &lt;Thank you for bringing the concerns to our attention. We understand that this may not be the result or resolution you were hoping for, but I hope we have been able to clarify matters in a way that enhances your understanding of the reasons for our decision.&gt;If you have questions or would like to discuss further, my phone number is &amp;#171;ASSIGNED_TO_WORK_PHONE_NUMBER_X&amp;#187; , and I&amp;#8217;m available Monday through Friday, &amp;#171;ASSIGNED_TO_SHIFT_NAME_X&amp;#187;. Research (SELF) With no response to my LOB research request for information pertaining to the Countrywide suspension of the HELOC draw period on 09.10.08, I&amp;#39;ve sent an email to my manager for escalation. Research (LOB) To my research request, I received the following response from Robert Fontelera through the LOB sharepoint.3/13/2017 10:09 AM Fontelera, Robert M: Date of mortgage on account is 8/9/2005. Per HELOC agreement, there is an introductory rate of 3.99% until 9/30/2005 which at that point the interest rate will be margin plus the prevailing index rate. Per the terms of the agreement, the initial draw period is for 60 month, but at the end of the initial draw period, the bank has the right to review the account and decide whether to renew the initial draw period. If no notice was sent 60 days prior to the end of the initial draw period, the draw period would be automatically extended an additional 60 month as stated on paragraph two of section 1 (Loans). The renewal draw period ended on 8/31/2015. At the end of the renewal draw period, the terms of the HELOC agreement state the repayment period is to start for 180 month at which point the principal balance is to be paid in equal installments including interest. On 8/31/2015 the loan balance was $32,882.05 when divided into 180 equal payments results in a principal payment amount of $182.68. This amount plus the interest charge portion added up to a total payment of $280.65 with the 10/25/2015 payment.After review of the terms of the HELOC agreement, the interest only period billed as expected and no principal payment was due until 10/2015. No changes needed.My additional question related to the Countrywide suspension is still pending. RS: There are currently technical issues with sharepoints used to submit and gather research information. There is no estimate time on the fix. Research (SELF) I gathered the phone number for the refinance department from a fellow associate on my team. I called and confirmed the hours of operations 800.850.7655 M-F 8-11, and S 8-8 While loan modification and/or payment workout assistance is not available on your loan. Should you wish to initiate the loan application process, please contact our Refinance Department at 800.850.7655. Their available Monday through Friday from 8:00 a.m. to 11:00 p.m. and Saturday from 8:00 a.m. to 8:00 p.m. all times are Eastern.Documents enclosed&amp;#8226;&amp;#9;Home Equity Credit Line Agreement and Disclosure Statement dated August 9, 2009&amp;#8226;&amp;#9;Deed of Trust with Assignment of Rents dated August 9, 2005&amp;#8226;&amp;#9;Assignment of Deed of Trust dated April 23, 2013&amp;#8226;&amp;#9;Customer Relationship Manager assignment notification dated October 28, 2014&amp;#8226;&amp;#9;Declination notification dated December 11, 2014&amp;#8226;&amp;#9;Confirmation of documents received dated March 6, 2015&amp;#8226;&amp;#9;Declination notification dated April 14, 2015&amp;#8226;&amp;#9;Workout assistance while in Bankruptcy dated July 1, 2015&amp;#8226;&amp;#9;Workout assistance with in Bankruptcy dated July 22, 2015&amp;#8226;&amp;#9;Confirmation of documents received dated February 13, 2017&amp;#8226;&amp;#9;Notification of additional time needed dated February 14, 2017&amp;#8226;&amp;#9;Declination notification dated February 21, 2017&amp;#8226;&amp;#9;Loan history dated March 3, 2017Questions?We understand that this may not be the resolution you were hoping for, but I hope we have been able to clarify matters in a way that enhances your understanding of the reasons for our decision. If you have questions or would like to discuss further, my phone number is 877.430.1431, extension 437801, and I&amp;#8217;m available Monday through Friday, 7:00 a.m. to 3:30 p.m. Pacific. Research (LOB Response Received)Through the EET/LOB sharepoint I received a response to my questions pertaining to the suspension of the draw period. 3/13/2017 10:26 AM Fontelera, Robert M: Per section 4 of the suspension letter, the borrower could still regain access to the line. The suspension was due to decrease in property value and did not permanently cancel draws or trigger that the borrower would not be considered for future draw capability. --------------------------------------------------------------------------------3/13/2017 10:09 AM Fontelera, Robert M: Date of mortgage on account is 8/9/2005. Per HELOC agreement, there is an introductory rate of 3.99% until 9/30/2005 which at that point the interest rate will be margin plus the prevailing index rate. Per the terms of the agreement, the initial draw period is for 60 month, but at the end of the initial draw period, the bank has the right to review the account and decide whether to renew the initial draw period. If no notice was sent 60 days prior to the end of the initial draw period, the draw period would be automatically extended an additional 60 month as stated on paragraph two of section 1 (Loans). The renewal draw period ended on 8/31/2015. At the end of the renewal draw period, the terms of the HELOC agreement state the repayment period is to start for 180 month at which point the principal balance is to be paid in equal installments including interest. On 8/31/2015 the loan balance was $32,882.05 when divided into 180 equal payments results in a principal payment amount of $182.68. This amount plus the interest charge portion added up to a total payment of $280.65 with the 10/25/2015 payment.After review of the terms of the HELOC agreement, the interest only period billed as expected and no principal payment was due until 10/2015. No changes needed. Your loan is current and your next payment due is for the March 25, 2017 installment.The terms of the agreement state, the bank reserved the right to review the account and decide whether to renew or cancel the initial draw period. Because no notice was received sixty days prior to the end of the initial draw period, the draw period was automatically extended an additional sixty month/five years.While under the servicing of Countrywide Bank due to a decline in property values, on September 10, 2008 further draws from your HELOC were suspended. With the renewal draw period expiring on August 31, 2015, repayment period comprised of equal principal and interest installments for one hundred and eighty months/fifteen years started. The loan balance of $32,882.05, when divided equally into one hundred and eighty months equaled principal payments in the amount of $182.68, this amount plus the interest charge portion equaled a total payment in the amount of $280.65 for the October 25, 2015 installment. Please refer to section one of the enclosed HELOC agreement and disclosure statement.Our research reveals in December 2014, February 2015, and February 2017, we reviewed your loan three times for various loan modification or other workout options. The guidelines established by your investor, do not allow for a loan modification or other workout assistance options. For your reference, enclosed are copies of the loan modification solicitation and declination notification(s).The acquisition of assets from Countrywide Home Loans to Bank of America was not a servicing transfer and therefore under the Real Estate Settlement and Procedures Action (RESPA) did not require a notification to be issued. For your reference, enclosed is a copy of the recorded Assignment of Mortgage.With your signature(s) on the Home Equity Credit Line Agreement (HELOC) and Disclosure Statement, and Deed of Trust with Assignment of Rents dated August 9, 2005, you accepted and understood of the terms of the loan. The introductory interest rate of 3.99% expired on September 30, 2005, at which point the interest rate would be the margin plus the prevailing index rate. Please refer to section five of the enclosed HELOC agreement and disclosure statement.Our research reveals that the interest only period billed was processed in accordance with the agreement and no principal payments were due until October 2015. RS: I have submitted this case for CP2 review Drafted extension letter uploaded for approval. approved RS: Extension letter printed and mailed to customer. **** KIR Call****&#x0D;Date/Time of Call/Time Zone: 03.13.17 2:40 pm pst &#x0D;Phone numbers(s): incoming call &#x0D;Spoke with &lt;First and Last name&gt;: Julie A Edwards&#x0D;RPC: Y&#x0D;Verification &lt;Address/SS#&gt;: Y&#x0D;Miranda: n/a&#x0D;Privacy: Y&#x0D;HUD:  N/A&#x0D;Left Message: N&#x0D;Sent Email N&#x0D;Written or Verbal Communication with Agent/Customer: customer&#x0D;Was appointment set: n&#x0D;Notes/Result of call: I informed the customer that my research was pending resolution. I informed the customer that according to the agreement the bank was in the right to extend the renewal draw period for an additional 5 yrs. The customer became very upset. I suggested it best for her to review my response letter with the enclosures I am sending and call me with any questions. Research (LOB Submission) I submitted a request for any prior notification sent to the customer before the renewal of the draw period. LOB: HELOC, Document Request. Research Request: Prior to the expiration of the initial draw period, 08/09/2010 and the extension/renewal of the draw period for an additional 5 years, was a notification sent to the customer?Please provide a copy of the notification.**LOB Action Required**Please access the ticket using link below and acknowledge receipt of this request.  Line of Business: MFCAcknowledgement Due Date: 3/14/2017 5:24:03 PMResolution Due Date: 3/15/2017Employee Escalation Research Request CFPB Case No.: 170226-000207 moved to in progress in the CFPB portal at 2:19 pm pst 03/13/2017 Research SELF:I continue to monitor the EET/LOB sharepoint for an answer to the question related to notification sent to the customer prior to the automatic renewal draw on the HELOC. No update yet. RS: With no acknowledgement of LOB research request I submitted on 03.13.17, I&amp;#39;ve contacted my manager to escalation the LOB submission for answers related to any/all notifications sent to the customer prior to the renewal of the HELOC draw period. Research (LOB) Received response from LOB concerning my request for information related to any notifications sent to the customer prior to the expiration automatic renewal of the HELOC draw period. Research (LOB) LOB response received from Robert Fontelera After the initial draw period, the bank only sends notices to NOT extend the draw the period. Otherwise, the draw period is automatically extended. This is stated in the heloc agreement. The borrower was notified by letter that their end of draw date (08/31/2015) was approaching in July 2014 and March of 2015. Research (LOB)In response to the LOB answer to my question concerning notification to the customer prior to the automatic re-renewal of the draw prior, I have requested a copy of the 08/31/15 letter sent to the customer. Research (LOB) I reached out to LOB contact Robert Fontelera for a status update on my additional question submitted to a previous LOB research request. Robert informed me that the expiration of draw period letter would have been sent 6 months prior. Robert provided the notification sent to the customer dated 03.16.15, informing the customer that on 08.31.15 the draw period would end and the payment would increase. Per the HELOC agreement, the customer failed to contact our office 60-days prior to the scheduled automatic extension of the HELOC draw period. The 08.31.15 date is the expiration of the 2nd draw period. This moved the loan repayment from Interest Only to 15-yr standard principal and interest payments. Research (LOB) LOB contact Robert Fontelera failed to answer the additional question I created in the LOB Sharepoint. Through follow up via communicator he verified the following information: Can you please address the additional question I added to LOB for account 110935163, Edwards?http://sharepoint3.bankofamerica.com/sites/ECROperations/LOBEngagmentTool/Lists/Line%20of%20Business%20Engagement%20Tool/DispForm.aspx?ID=89039&amp;amp;Source=http%3A%2F%2Fsharepoint3%2Ebankofamerica%2Ecom%2Fsites%2FECROperations%2FLOBEngagmentTool%2FSitePages%2FAdvocate%2520Dashboard%2Easpx&amp;amp;ContentTypeId=0x01004621B98878919C4CA1B0FAE573FE8FB8 Fontelera, Robert M 12:42 PM: is this regarding the most recent letter to the borrower advising of the end of draw?Thibodeau, Daniel 12:42 PM: Yes, the letter dated 08/31/2015. I didnt find it in DM PortalFontelera, Robert M 12:43 PM: it would have been sent 6 months priori forwarded you the attachment i sent earlieri wasnt able to attach on the sharepointThibodeau, Daniel 12:44 PM: Thank you.Fontelera, Robert M 12:44 PM: is there anything else for right now i should do? RS: Re-submitted case for CP2 review. In my previous conversation with the customer, I informed her of my research finding. The customer did not agree and was very upset with the conclusion of my research. She claimed an attorney would be hired to address the issue. Research (SELF) My review of the loan history generated on 03.03.17 confirms that payments were applied to interest according to the HELOC agreement. With the expiration of the draw period, payments were then applied to principal and interest according to the agreement. Research (SELF) Through the use of DM Portal, AS400, loan history I found no record of a completed loan modification on this loan. Documents located in DM Portal support the fact that in 12/2014, 02/2015 and 02/2017 this loan was reviewed for a potential loan modification.It was determined that the investor of this loan does not allow for loan modifications. 1. The customer request assistance with her HELOC loan. 2. The customer claims she had no knowledge of her loan being transferred from countrywide to BAC.3. The customer claims the change from interest only to P&amp;I did not happen as agreed to in the loan contract. 4. The customer claims the interest only period was extended for an additional 5-6 years. 5. The customer claims with the payment to P&amp;I her payment increased from $109 to $282 per month. 6. The customer claims to have attempted loan modification assistance several times to only be declined. 7. The customer request the loan to be audited and for all payments after 2010 to be applied to the principle balance. 8. The customer request that an impartial party audit the payments applied and make the necessary adjustments on what she claims is a predatory loan. 9. The customer believes that BAC is in violation of the contract.10. Customer requests BAC to honor the original terms of the contract.  11. Customer states has attempted many times, unsuccessfully, to address this issue with BAC. It has proven to be very difficult to impossible to find someone to address this issue. Research (SELF) AS400 and printed loan history indicate last payment received on 02.27.17. Payment amount $568.34. ($365.36 to prin. &amp;amp; $202.98 to Interest). LAMP indicates that account is due for the 03.25.17 installment. NOE: (Comment Correction) This loan is paid through the 02.25.17 installment and current due for the 03.25.17 installment. There is no valid payment dispute on this loan. NOE Comment:Valid NOE payment dispute received on 03.01.2017 company receive the NOE. CFPB Case No.: 170226-000207 Mortgage loan account paid through 02.2017 Loan is not in active bankruptcy CP 2 review completed by Dipesh Naik. File is cleared for SQRS review. RS: SQRS legal review submitted. Customer claims predatory lending took place. RS: I made contact with SQRS assigned associate Andrew Kasten. Their unit has been short staff. Andrew will review and provide a response to my letter review and predatory lending 03.23.17 In my conversation with the customer on 03.13.17, the customer was very upset with the response to the research I gathered. She informed me that she may retrain counsel and that there was no reason for us to speak again. CFPB Case number 170226-000207  has been closed with explanation at 1:20 pm pst. CP 3 review completed by Dipesh Naik. CRQA review completed by Lisa Roemmich.  LN: 110935163 LN: 110935163 	Desired resolution:  I require an impartial party to get their attention and audit my payments already made and make the necessary adjustments on this predatory loan. I want them to honor the original terms of my contract. As it stands, I believe that the Bank of America is in breach of contract and		
726	10002044	Customer	104257	05/15/17	Inappropriate Sales Tactics		Call Center	Lexington, KY	3246361	E0018	Consumer Banking	Checking	Source of Dissatisfaction:  customer states has been unable to reach the bankruptcy department to make a payment and has been on hold for extended periods of time  Resolution Provided:  apologized, advised due to high call volume       	Source of Dissatisfaction:  customer states has been unable to reach the bankruptcy department to make a payment and has been on hold for extended periods of time  Resolution Provided:  apologized, advised due to high call volume       		
727	10008406	Customer	104950	01/01/16	Manipulation/misrepresentation of sales		Call Center	Des Moines, IA	3246361	E0018	Business Banking	Merchant Services	made a  duplicate  payment on 3/16 stopped payment on the 2nd payment then rec'd a very nasty letter about her payment being late  	made a  duplicate  payment on 3/16 stopped payment on the 2nd payment then rec'd a very nasty letter about her payment being late  		
728	10010328	Customer	102651	09/07/16	Unauthorized Activity / Lack of Consent		Social Media	Iowa City, IA	3246188	E0013	Consumer Banking	Checking	cutomer depsoited cash into atm and did not get credit   	cutomer depsoited cash into atm and did not get credit   		
729	10010102	Customer	102607	08/09/16	Unauthorized Activity / Lack of Consent		Call Center	Sioux Falls, SD	3246278	E0017	Business Banking	Merchant Services	ATMS not accepting cash deposit  	ATMS not accepting cash deposit  		
730	10002849	Customer	100321	06/25/17	Unauthorized Activity / Lack of Consent		Branch	Charleston, WV	3246318	E0011	Consumer Banking	Checking	General: ATM did not give  full credit for deposit  	General: ATM did not give  full credit for deposit  		
731	10004653	Customer	105852	03/05/17	Manipulation/misrepresentation of sales		Social Media	Pensacola, FL	3246371	E0012	Consumer Banking	Checking	Customer was upset that ATM Deposit registered for incorrect amount   	Customer was upset that ATM Deposit registered for incorrect amount   		
732	10003362	Customer	103879	07/31/16	Unauthorized Activity / Lack of Consent		Call Center	Kansas City, MO	3246111	E0018	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
733	10004381	Customer	105423	05/08/16	Unauthorized Activity / Lack of Consent		Call Center	Richmond, VA	3246299	E0017	Consumer Banking	Checking	Customer came in to make a deposit on the teller line. She asked what was wrong wit the atm and I replied that I wasn't sure, what did it say when se tried to use it. She stated that it would not take her deposit and now she had to stand in line for &quot;15 minutes&quot; I explained to her that we were short today due to  a call off and that because the atm was down might have been the reason why the line had gotten long. She was extremely upset and felt like her time was wasted. I simply apologized and informed her that we would have someone come out and look into the atm.   	Customer came in to make a deposit on the teller line. She asked what was wrong wit the atm and I replied that I wasn't sure, what did it say when se tried to use it. She stated that it would not take her deposit and now she had to stand in line for &quot;15 minutes&quot; I explained to her that we 		
734	10005700	Customer	100377	06/19/16	Inappropriate Sales Tactics		Call Center	Pittsburgh, PA	3246231	E0015	Consumer Banking	Checking	General: Customer wwent to atm to depsoit checj for 448.88 did not post and kept her card.  	General: Customer wwent to atm to depsoit checj for 448.88 did not post and kept her card.  		
735	10005699	Customer	100377	04/02/17	Misleading / False information		Call Center	Oakland, CA	3246434	E0013	Consumer Banking	Credit Card	General: CH had $800 come out of his account twice and got no money from ATM even tho he just attempted it once  	General: CH had $800 come out of his account twice and got no money from ATM even tho he just attempted it once  		
736	10002145	Customer	103063	03/30/16	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246450	E0013	Consumer Banking	Credit Card	associate zkq4zez was rude to her, everytime she asked a question, she made it seem like it was a bother. and then gave her the wrong adress for a bill pay to pay her mortgage by bill pay  	associate zkq4zez was rude to her, everytime she asked a question, she made it seem like it was a bother. and then gave her the wrong adress for a bill pay to pay her mortgage by bill pay  		
737	10010880	Customer	103313	08/07/16	Misleading / False information		Call Center	Carlsbad, CA	3246231	E0015	Consumer Banking	Checking	Client had a 2:30 appointment at the 00406-00000002 (Park Ave, Memphis, TN) location and the represanative that served her was rude and did not complete the requested maintance. She also ignored the client at the appropriate time and served a walk-in customer first.    	Client had a 2:30 appointment at the 00406-00000002 (Park Ave, Memphis, TN) location and the represanative that served her was rude and did not complete the requested maintance. She also ignored the client at the appropriate time and served a walk-in customer first.    		
738	10010645	Customer	102293	09/21/17	Unauthorized Activity / Lack of Consent		Social Media	Lincoln, NE	3246180	E0011	Consumer Banking	Checking	Customer was upset that 2 of the ATA machines he tried were out of cash.   	Customer was upset that 2 of the ATA machines he tried were out of cash.   		
739	10005596	Customer	106255	09/02/17	Misleading / False information		Social Media	Norfolk, VA	3246400	E0011	Consumer Banking	Credit Card	ATM DOWN. Machine has been out of service for two days. Not accepting cash deposits.  Complaint Type Other: ATM DOWN NOT ACCEPTING CASH DEPOSITS  	ATM DOWN. Machine has been out of service for two days. Not accepting cash deposits.  Complaint Type Other: ATM DOWN NOT ACCEPTING CASH DEPOSITS  		
740	10005345	Customer	104289	05/22/17	Manipulation/misrepresentation of sales		Social Media	Washington, DC	3246231	E0015	Consumer Banking	Checking	Customer plans to not use our ATMs again. Only two in San Marcos. She is happy with service within branch but stated the new ATMS we have received are horrible. Very unhappy with ATM service. Her card was eaten and with ATM deposit received odd message making her think deposit didn't process properly.  	Customer plans to not use our ATMs again. Only two in San Marcos. She is happy with service within branch but stated the new ATMS we have received are horrible. Very unhappy with ATM service. Her card was eaten and with ATM deposit received odd message making her think deposit didn't process properl		
741	10010498	Customer	106498	05/10/17	Unauthorized Activity / Lack of Consent		Social Media	Ridgely, MD	3246231	E0015	Consumer Banking	Checking	General: ATM malfunction  	General: ATM malfunction  		
742	10010763	Customer	105332	08/15/17	Manipulation/misrepresentation of sales		Call Center	Saint Petersburg, FL	3246180	E0011	Consumer Banking	Checking	Atm was down for long time   	Atm was down for long time   		
743	10004513	Customer	100185	04/10/16	Misleading / False information		Call Center	Bronx, NY	3246434	E0013	Consumer Banking	Credit Card	ATM MALFUNCTION   	ATM MALFUNCTION   		
744	10003122	Customer	102061	02/23/17	Inappropriate Sales Tactics		Branch	Brooklyn, NY	3246450	E0013	Consumer Banking	Credit Card	he was cashing a check for $249.75 and it got stuck in the atm.  filed a claim  	he was cashing a check for $249.75 and it got stuck in the atm.  filed a claim  		
745	10007433	Customer	100628	02/29/16	Unauthorized Activity / Lack of Consent		Social Media	Gastonia, NC	3246361	E0018	Business Banking	Business Lending	CX is upset that his atm payment for $380 was never received, atm took cash without a receipt. CX called on 03/23 to place a claim, has not heard back. also keeps being transferred around   	CX is upset that his atm payment for $380 was never received, atm took cash without a receipt. CX called on 03/23 to place a claim, has not heard back. also keeps being transferred around   		
746	10008163	Customer	103158	09/17/17	Unauthorized Activity / Lack of Consent		Call Center	Washington, DC	3246180	E0011	Business Banking	Business Lending	customer was satisfied that the transaction was done fast, but was disappointed that she had to wait 20 minutes to talk to a teller  Action Taken Other: she only complained about the wait time  Complaint Type Other: complained about the wait in line   	customer was satisfied that the transaction was done fast, but was disappointed that she had to wait 20 minutes to talk to a teller  Action Taken Other: she only complained about the wait time  Complaint Type Other: complained about the wait in line   		
747	10005753	Customer	103312	08/02/17	Misleading / False information		Call Center	Ogden, UT	3246452	E0015	Consumer Banking	Credit Card	ata very low on cash to make w/d   	ata very low on cash to make w/d   		
748	10009493	Customer	100475	10/07/17	Manipulation/misrepresentation of sales		Social Media	Pittsburgh, PA	3246104	E0016	Business Banking	Business Lending	Customer went to make a withdrawal from the ATA.  ATA had an error and did not dispense his cash.  Filed a non fraud claim.  Customer was upset &quot; You guys push ATM usage so much to make transactions easier but every time I come and use it I am forced to have to do a claim because your machines do not work properly&quot;  	Customer went to make a withdrawal from the ATA.  ATA had an error and did not dispense his cash.  Filed a non fraud claim.  Customer was upset &quot; You guys push ATM usage so much to make transactions easier but every time I come and use it I am forced to have to do a claim because your machines 		
749	10008323	Customer	100969	06/28/17	Unauthorized Activity / Lack of Consent		Call Center	Cincinnati, OH	3246109	E0015	Business Banking	Business Lending	customer made cash payment at ATM and machine malfunction and did not return cash of 390.00  	customer made cash payment at ATM and machine malfunction and did not return cash of 390.00  		
750	10005954	Customer	101968	01/13/17	Unauthorized Activity / Lack of Consent		Call Center	Vero Beach, FL	3246351	E0017	Consumer Banking	Credit Card	I have a new account opened under my name without my consent	I have a new account opened under my name without my consent		
751	10001001	Customer	101884	09/19/17	Unauthorized Activity / Lack of Consent		Social Media	Fullerton, CA	3246318	E0011	Consumer Banking	Credit Card	General: customer upset that atm took checks ...  	General: customer upset that atm took checks ...  		
752	10003868	Customer	102488	12/19/16	Misleading / False information		Call Center	Austin, TX	3246180	E0011	Consumer Banking	Checking	Caller is upset ATA TCAD1148 did not dispense coin after cashing a check   	Caller is upset ATA TCAD1148 did not dispense coin after cashing a check   		
753	10003571	Customer	106719	05/07/17	Manipulation/misrepresentation of sales		Call Center	Pasadena, CA	3246180	E0011	Consumer Banking	Checking	Mr. Milius was frustrated because the atm at alma school and southern ate his card and then he called customer service to report and they kept asking three different agents for card number which he didn't have because the atm kept his card. They then told him to come to a branch and didn't ask any other identifier questions to get the customer taken care of.  	Mr. Milius was frustrated because the atm at alma school and southern ate his card and then he called customer service to report and they kept asking three different agents for card number which he didn't have because the atm kept his card. They then told him to come to a branch and didn't ask any o		
754	10006716	Customer	102146	04/08/16	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246409	E0016	Business Banking	Business Lending	  submitted charge off reversal  DE**CET**Stacy Williams**called customer NORMAN E ALLEN III at 804-839-5296 cell# left message on machine when customer calls back please advised submitted account for review for charge off reversal will with updated information once it has been reviewed CET case# 1851051 CET/PHX I. Ybanez: cold call from NORMAN  ALLEN&#x0D;authentication: dob confirm phone #s on file &#x0D;disclosures: mini miranda &#x0D;issue: returning call , advise we called to advise that request for charge off reversal was submitted &#x0D;advise of timeframe about 5 business days and we will be in touch/ notated existing case 1851051 *DE**CET**Stacy Williams** received call from associate Damina Salgado rivera ZKULLT0 with customer on the line NORMAN E ALLEN III associate verified full ss# read mini miranda customer expressed dissatisfaction with charge off of account and is requesting for reversal customer stated he paid online $470.00 02/28/17 he stated he was under the impression he had until midnight to pay on the account online and the payment should post he stated he would not be charged off because he paid customer stated he only has a few payments left on the account asked how he made the payment he stated on bank of America website advised customer that his account is a term account and he was out of the terms of having the account paid off advised of the account goes 120days past due it will charge off advised his payment was made 02/28 after the time frame and charged off advised payment posted 03/01 advised I would research the account asked how he would take care of account going forward he will pay $470 for march and remaining balance in April advised that a charge off is only reversed if there a bank error advised would research and call him back he verified adders, email address and contact # call correct 804-598-1339 home and 804-839-5296 is cell# and contact# CET case# 1851051 called online banking spoke to Stacy Keyser ZKC79UG she stated cusotmer went online 02/28/17 at 4:21 pm and paid $470.00 for 02/28/17 ..she stated the payment was scheduled  to pay out for 02/28. and posted 02/28 not 03/01/17 PHX CET***JQUIJAS*** CASE ID:  1851051&#x0D;INBOUND CALL FROM NORMAN E ALLEN III, VER DOB. READ MINI. CUSTOMER CALLED AND ASKED FOR PEER SWILLIAMS. REAHED OUT TO PEER AND SHE WAS ABLE TO TAKE OVER THE CALL WARM TRANSFER TO PEER. NO CONTACT INFO VER.  customer stated he will never deal with bank of America again he stated he went to bank branch before to make a deposit and a branch manager refused to fill out his deposit slip for him he stated now this not reversing the charge off confirms his feelings about bank of America and he will never to business with us again *DE**CET**Stacy Williams** received call from peer Juan Quijas ZKXQQ97 with customer on the line NORMAN E ALLEN III associate verified dob read mini miranda advised customer the charge off reversal has been declined advised customer that the payment would have needed to be made by 3:30 pm est when paying online e and a pop comes up stating it will post the next business day advised if he had called the payment in and did a check by phone by 7pm est it would have posted the same day customer stated he was never advised of that he was advised to pay by the end of the month which he has been doing for the past year he stated  our associates never told him that or he could do a check by phone advised customer we called for the past year and offered check by phones and he could have post dated his payments customer stated he will never deal with bank of America again he stated he went to bank branch before to make a deposit and a branch manager refused to fill out his deposit slip for him he stated now this not reversing the charge off confirms his feelings about bank of America and he will never to business with us again. no follow up needed closed CET case# 1851051 ***TMCGUIRE**CET.DE***icc from NORMAN E ALLEN III//sft auth verdob mini//tried to verf addy and contacts and email. customer stated that this was already done. ch wanted to know how to pay the account. i advised of balance and advised he can pay by phone . ch says he will pay 470.00 by 03/31/2017 and remained by 04/30/2017&#x0D; **DE**CET**Stacy Williams** 1st call attempt to customer Norman Allen at  804-839-5296 left message on machine when customer calls back please advised the charge off reversal was declined the payments take 1 business day to post which comes up as pop up when making the payment cut off time  is $3:30 for same business day posting and payment was made at 4:21 pm online on charge off day cet case# 1851051 *de cet p. carter* customer returned call when asked to verify I could no longer hear the customer. due to no response left callback number and office hours. line was disconnected Customer calling back peer S. Williams, advised was just calling to advise charge off reversal request was submitted and to allow 5 business days for processing.  Customer stated message referenced addt info needed.  Reviewed notes advised customer peer reached out to online  banking and got info needed to submit request adv message may have referenced addt info peer was able to obtain conf no addt info needed at this time.   customer expressed dissatisfaction with charge off when payment was made online requesting charge off reversal  advised charge off reversal has been declined ., no bank error advised when paying online day of charge off payment needs to be made by 3:30 pm est check by phone# 7pm est no follow up needed closed case  customer expressed dissatisfaction with charge off when payment was made online requesting charge off reversal Collection Efforts/Cease And Desist Repayment Program(s)/Collection Efforts Collection Efforts/Cease And DesistCharged Off Customer Error***TMCGUIRE**CET.DE***icc from NORMAN E ALLEN III//sft auth verdob mini//tried to verf addy and contacts and email. customer stated that this was already done. ch wanted to know how to pay the account. i advised of balance and advised he can pay by phone . ch says he will pay 470.00 by 03/31/2017 and remained by 04/30/2017	  submitted charge off reversal  DE**CET**Stacy Williams**called customer NORMAN E ALLEN III at 804-839-5296 cell# left message on machine when customer calls back please advised submitted account for review for charge off reversal will with updated information once it has been reviewed CET case# 18		
755	10004207	Customer	105168	10/15/16	Unauthorized Activity / Lack of Consent		Branch	Albany, NY	3246180	E0011	Consumer Banking	Checking	  [Case Notes] - customer called checking on status of his case, while reviewing he stated he opened account prior to 2015, when he joined, he's overseas and wishes contact thru his email address and wants his case reviwed again, stated account opened in 2003 and he joined in 2015, recived a decline email saying account was open after active duty.embrr10050 [Case Comments] - assignment [Case Comments] - **SERVICEMEMBERS CIVIL RELIEF ACT COMPLAINT ITEM: CLOSED/DECISIONED**&#x0D;Date of Completion: 03/27/17&#x0D;customer called checking on status of his case, while reviewing he stated he opened account prior to 2015, when he joined, he's overseas and wishes contact thru his email address and wants his case reviewed again, stated account opened in 2003 and he joined in 2015, received a decline email saying account was open after active duty.&#x0D;Resolution:  Per DMDC, customer is SCRA eligible. The previous EMBP case (65449) was decision incorrectly. Sent email to EMBU Back office Research to open a new case.&#x0D;&#x0D;&#x0D;&#x0D;&#x0D;&#x0D; [Case Comments] - EMBRR 10050  Military Benefits/SCRA Card Eligibility customer called checking on status of his case, while reviewing he stated he opened account prior to 2015, when he joined, he's overseas and wishes contact thru his email address and wants his case reviwed again, stated account opened in 2003 and he joined in 2015, recived a decline email saying account was open after active duty.embrr10050 **SERVICEMEMBERS CIVIL RELIEF ACT COMPLAINT ITEM: CLOSED/DECISIONED**Date of Completion:03/27/17customer called checking on status of his case, while reviewing he stated he opened account prior to 2015, when he joined, he''s overseas and wishes contact thru his email address and wants his case reviewed again, stated account opened in 2003 and he joined in 2015, received a decline email saying account was open after active duty.Resolution:  Per DMDC, customer is SCRA eligible. The previous EMBP case (65449) was decision incorrectly. Sent email to EMBU Back office Research to open a new case.	  [Case Notes] - customer called checking on status of his case, while reviewing he stated he opened account prior to 2015, when he joined, he's overseas and wishes contact thru his email address and wants his case reviwed again, stated account opened in 2003 and he joined in 2015, recived a decline		
756	10010259	Customer	101120	10/15/17	Unauthorized Activity / Lack of Consent		Social Media	Seattle, WA	3246443	E0014	Consumer Banking	Checking	Cx went to branch located at  4793 N Congress Ave, Boynton Beach, FL 33426 and feels that they were treated unfairly.  Was not greeted, teller alledged rudely told Cx to use ATM to deposit.  Was alledgedly rude during transaction, and alledged threw deposit reciept at Cx.  Did not demonstrate good customer service. Need better training.  Manager is lacking guidance for employees. No above and beyond.  	Cx went to branch located at  4793 N Congress Ave, Boynton Beach, FL 33426 and feels that they were treated unfairly.  Was not greeted, teller alledged rudely told Cx to use ATM to deposit.  Was alledgedly rude during transaction, and alledged threw deposit reciept at Cx.  Did not demonstrate good c		
757	10006512	Customer	106825	04/13/17	Misleading / False information		Call Center	Fort Worth, TX	3246142	E0019	Business Banking	Business Lending	tried cashing her check but the cash dispenser was down so i had to refer to another atm with teller assist   	tried cashing her check but the cash dispenser was down so i had to refer to another atm with teller assist   		
758	10005308	Customer	101457	11/16/16	Unauthorized Activity / Lack of Consent		Social Media	Richmond, CA	3246371	E0012	Consumer Banking	Checking	General: DEPOSIT DIDNT POST AND ATM HELD CARD  	General: DEPOSIT DIDNT POST AND ATM HELD CARD  		
759	10006764	Customer	102688	04/29/16	Inappropriate Sales Tactics		Call Center	Seattle, WA	3246119	E0017	Business Banking	Merchant Services	Customer wanted to cash checks, but due to a hold recommendation at the ATA, was not able.   	Customer wanted to cash checks, but due to a hold recommendation at the ATA, was not able.   		
760	10010300	Customer	103634	12/23/16	Unauthorized Activity / Lack of Consent		Social Media	Washington, DC	3246180	E0011	Consumer Banking	Checking	General: cx upset ATM malfunctioned during ATM deposit. cx upset they were on hold too long. cx doesnt want to talk to another automated system.  	General: cx upset ATM malfunctioned during ATM deposit. cx upset they were on hold too long. cx doesnt want to talk to another automated system.  		
761	10000324	Customer	102276	01/19/17	Misleading / False information		Social Media	Charleston, WV	3246104	E0016	Consumer Banking	Credit Card	atm took customer card  	atm took customer card  		
762	10001508	Customer	103951	04/13/17	Inappropriate Sales Tactics		Social Media	San Jose, CA	3246104	E0016	Consumer Banking	Checking	In 2011 I Nelson L Bruce Borrower was in default on a Mortgage with Countrywide Bank FSB as the Original Creditor evidenced by a Foreclosure action submitted June 4, 2012 by Bank of America, N.A. who they are stating they were collecting on behalf of which I requested a loan modification before this action was brought. After recently reviewing reviewed 2/7/2017 the National Mortgage Settlement and Consent Agreement, I realized that Bank of America is in violation of this consent order for the following reasons. The funds provided to Bank of America after signing the Consent order were supposed to be used to credit borrowers account and reduce the principle balance of underwater homes to help homeowners and borrowers in default. In Fact Bank of America did the opposite, they increased the principle balance by 15 of the principal sum which at the time was an underwater loan because principle balance was $157,207.97 and the value at the time had dropped to about $150,000. The modification was provided in March of 2013 labeling Bank of America as the new alleged creditor. Borrower also believe at the time of the foreclosure referenced above the Countrywide Bank FSB was no longer the creditor nor were they able to assign Bank of America new Servicing rights since they have been out of business since 2009. Borrower also believe that there mortgage was fraudulently assigned by Robo Signer to Bank of America, by a Representative of Bank of America to defraud the borrower into a foreclosure action and make borrower believe that Bank of America had the authority to modify the original agreement which as stated above is in violation of the National Mortgage Settlement and Consent Order Filed April 4, 2012 in U.S. District and Bankruptcy court for the district of Columbia. Also Bank of America received a valid form of payment as a PRESENTMENT in the amount of $185,000 sent under U.S.P.S. Registered First Class Mail RA648968537US in the form of a Negotiable Instrument Note which they received August 25, 2016 and had the option of returning within 7 business days with the applicable laws stating why it was not a valid form of payment because according to the gold Repeal Act of June 7, 1933 and the Statute at Large 112 Chapter 48 which is Public Law and state Circulating Notes of National Banks are a form of currency and can be used for the discharge of all debts both public and private. As of the date of this complaint, they have not returned my instrument therefore have accepted it as a valid form of payment but have not credited the account to a zero balance referencing this discharge. Alleged Loan account numbers: Original - 202985786 and 202985786-5 - created without consumers consent of which the payoff statement was referenced and the instrument used for payoff of the account was made out to this account number as referenced on the payoff statement so the funds may have been credited to this account and not the original account. I also request a complete statement of all transactions for both account number referenced above to check complete and accurate accounting. Bank of America is still trying to foreclose when full payment of the account has already been tendered and presented and is a valid form of payment according to law. I request that Bank of America Correct their violations of the consent agreement and credit the account properly to what it should have been provided that the funds were used as they should have instead of increasing the principle, provide proof that my form of payment is not valid by returning the original instrument presented for settlement and discharge of the account and whatever laws backing their presumption or to credit the account reflecting the settlement and discharge amount of the account for the payment sent under U.S.P.S Registered Mail Number RA648968537US and return any excess funds from the adjustment of the violation corrections and over payment of the account from the date of the final settlement. Acct# 202985786 Submitted file to SQRS for review to verify that this file is a Freeman complaint. No Call Required as SQRS confirmed this is a Freeman file. Freeman Pending Research Pending Research Freeman ***FREEMAN****Received email stating that SQRS confirmed this file is a Freeman file. ***LDN***Submitted file to LDN for review. Freeman Complaint, Research will be conducted by Blank Rome. CP1 completed.  **  Freeman Case  ** CFPB case number 170216-002015 has been updated with In Progress status at noon Pacific on 2/21/17 and the new Respond By date is 4/17/17. no call required due to Freeman Requesting to EXT file as Blank Rome Response and LDN has not been received. RS to send the fraud response that is received and await the letter no call due to freeman. ***Fraud response*****Fraud response was received and was verified fraud not found. Freeman complaint Blank Rome Response Blank Rome Response CP2 completed. No call due to Freeman. Blank Rome has send response letter to customer. 03.14.2017 12:01 p.m.; Blank Rome sent the response letter to borrower. No call required due to Freeman Please note the only letter that will be sent to the customer and uploaded to the CFPB portal is labeled Bruce PRL to Customer Final. CFPB Case number 170216-002015 has been closed with explanation  at 10:31ampst 3/15/17. CP3 completed.  CFPB closed with explanation. &#x0D;&#x0D;03.14.2017 12:01 p.m.; Blank Rome sent the response letter to borrower.  	In 2011 I Nelson L Bruce Borrower was in default on a Mortgage with Countrywide Bank FSB as the Original Creditor evidenced by a Foreclosure action submitted June 4, 2012 by Bank of America, N.A. who they are stating they were collecting on behalf of which I requested a loan modification before this		
763	10010822	Customer	106255	03/02/16	Unauthorized Activity / Lack of Consent		Social Media	Carson City, NV	3246400	E0011	Consumer Banking	Checking	Source of dissatisfaction: customer needed to be transferred to bankruptcy and department is closed on Friday Resolution provided: educated customer and provided phone number to customer   	Source of dissatisfaction: customer needed to be transferred to bankruptcy and department is closed on Friday Resolution provided: educated customer and provided phone number to customer   		
764	10001743	Customer	106518	12/13/16	Unauthorized Activity / Lack of Consent		Social Media	Chattanooga, TN	3246199	E0013	Consumer Banking	Checking	didn't like that there are fees on business checking acct   thought that we link personal and business accts   didn't like requirements to waive fees   	didn't like that there are fees on business checking acct   thought that we link personal and business accts   didn't like requirements to waive fees   		
765	10008570	Customer	101677	05/31/16	Unauthorized Activity / Lack of Consent		Call Center	San Francisco, CA	3246104	E0016	Business Banking	Business Lending	 * Complaint Type Not Listed:paypal linked to debit card inquiry  	 * Complaint Type Not Listed:paypal linked to debit card inquiry  		
766	10010787	Customer	104144	08/13/16	Unauthorized Activity / Lack of Consent		Social Media	New York City, NY	3246434	E0013	Consumer Banking	Checking	1co sd was told cli declnd becse was past due  ed cli delne &amp; aa resons for ref#4044528975  sd was is bac so hard  to work with   sd is contradictng -sd this si not how u run a bnss  sd this is a loose -loose situation.   sd wants to pay off $2.8k off sd may tkae bnss else where  sd entire fmly has over 10milln dollrs   sd prvs rep was very rude &amp; not how u run a bnss  offrd c/h to make a pymnt &amp; c/h declined sd can pay via app  offrd cli-c/h declined     Complaint Type Other: sd this is not how u run a bnss -sd this is a loose -loose situation sd this is not how u run a bnss -sd this is a loose -loose situation 	1co sd was told cli declnd becse was past due  ed cli delne &amp; aa resons for ref#4044528975  sd was is bac so hard  to work with   sd is contradictng -sd this si not how u run a bnss  sd this is a loose -loose situation.   sd wants to pay off $2.8k off sd may tkae bnss else where  sd entire fmly 		
767	10010274	Customer	101505	12/23/16	Inappropriate Sales Tactics		Call Center	Houston, TX	3246318	E0011	Consumer Banking	Checking	cx states the banking center is giving her son information on the account caller states that the financial center has been very rude to her while she is in the banking center  would not give her any information on her mothers account.   she is very upset   	cx states the banking center is giving her son information on the account caller states that the financial center has been very rude to her while she is in the banking center  would not give her any information on her mothers account.   she is very upset   		
768	10009967	Customer	106370	03/22/17	Unauthorized Activity / Lack of Consent		Call Center	Jacksonville, FL	3246154	E0018	Business Banking	Business Lending	upset with the attitude of Cassie Harris at the oceanfront - didn't answer the phone when she said she would after hours for a call back, came back in and was told what is your problem we took care of you, she should not be working in customer service  	upset with the attitude of Cassie Harris at the oceanfront - didn't answer the phone when she said she would after hours for a call back, came back in and was told what is your problem we took care of you, she should not be working in customer service  		
769	10001078	Customer	100398	03/06/16	Unauthorized Activity / Lack of Consent		Social Media	Anchorage, AK	3246450	E0013	Consumer Banking	Checking	General: went to a non BOFA to withdrawal funds and the atm did not give it to me  	General: went to a non BOFA to withdrawal funds and the atm did not give it to me  		
770	10009773	Customer	100631	08/26/16	Unauthorized Activity / Lack of Consent		Social Media	Charlotte, NC	3246299	E0017	Business Banking	Business Lending	client tried to WD 40 from ATM. would not allow. client upset though her Card was broken  Complaint Type Other: ATM not giving cash ATM not giving cash 	client tried to WD 40 from ATM. would not allow. client upset though her Card was broken  Complaint Type Other: ATM not giving cash ATM not giving cash 		
771	10006301	Customer	103565	10/15/17	Inappropriate Sales Tactics		Social Media	Sterling, VA	3246361	E0018	Business Banking	Merchant Services	waived as bank error / stmt not received   	waived as bank error / stmt not received   		
772	10006724	Customer	100072	08/06/17	Inappropriate Sales Tactics		Call Center	Grand Junction, CO	3246185	E0019	Business Banking	Business Lending	concerned about combined statement not being as it was there was a title ship change which changed her combine  	concerned about combined statement not being as it was there was a title ship change which changed her combine  		
773	10000052	Customer	104365	06/27/16	Unauthorized Activity / Lack of Consent		Call Center	Roanoke, VA	3246134	E0016	Consumer Banking	Checking	General: previous agent that cust spk w relayed phn # too fast. agent named, Winston ( wasn't rude but spk a little too fast )  please speak slower  	General: previous agent that cust spk w relayed phn # too fast. agent named, Winston ( wasn't rude but spk a little too fast )  please speak slower  		
774	10010635	Customer	100972	10/26/16	Unauthorized Activity / Lack of Consent		Call Center	Huntington, WV	3246431	E0012	Consumer Banking	Checking	atm captured card and she is traveling and the fcs are closed and not ata in area   	atm captured card and she is traveling and the fcs are closed and not ata in area   		
775	10010540	Customer	100260	08/21/16	Inappropriate Sales Tactics		Social Media	Dallas, TX	3246434	E0013	Consumer Banking	Checking	 * Complaint Type Not Listed:non 10.00 on ata   	 * Complaint Type Not Listed:non 10.00 on ata   		
776	10004740	Customer	102083	06/16/17	Manipulation/misrepresentation of sales		Call Center	Denver, CO	3246201	E0017	Consumer Banking	Credit Card	General: atm withdraw error  	General: atm withdraw error  		
777	10010691	Customer	100329	09/09/17	Inappropriate Sales Tactics		Call Center	Los Angeles, CA	3246452	E0015	Consumer Banking	Checking	General: ATM MALFUNCTION, CHECK DEPOSITED  	General: ATM MALFUNCTION, CHECK DEPOSITED  		
778	10002082	Customer	106139	07/21/17	Unauthorized Activity / Lack of Consent		Call Center	Saint Louis, MO	3246405	E0012	Consumer Banking	Checking	ATA/ATM was out of $5 bills.   	ATA/ATM was out of $5 bills.   		
779	10010422	Customer	100261	07/03/17	Unauthorized Activity / Lack of Consent		Social Media	Houston, TX	3246371	E0012	Consumer Banking	Checking	General: we linked the wrong account  	General: we linked the wrong account  		
780	10010275	Customer	103297	07/08/16	Inappropriate Sales Tactics		Call Center	Houston, TX	3246431	E0012	Consumer Banking	Checking	customer had set up overdraft protection and it was not linked properly.   	customer had set up overdraft protection and it was not linked properly.   		
781	10005961	Customer	104715	04/08/17	Unauthorized Activity / Lack of Consent		Call Center	Minneapolis, MN	3246109	E0015	Consumer Banking	Credit Card	User Id : zklsckl Phone Number : 5206238882 CallType : Called Phone Type : Cell Phone Use Type : Home OutCome : Pick Up - Hang Up for account - 7135 CALLER-CALLER SELECTION BYPASSED for - 7135 VER :NOTHING WAS VERIFIED    User Id : zklsckl Phone Number : 5207456977 CallType : Called Phone Type : Cell Phone Use Type : Business OutCome : PAYMENT BY PHONE for account - 7135 CALLER-CALLER SELECTION BYPASSED for - 7135 VER :NOTHING WAS VERIFIED VER :ADD1,ZIP Name: DANIEL B OVERBECK for - 7135 VER :NOTHING WAS VERIFIED Cust very upset with the service he has recd from Bank of America and has already been looking at other bak's. He may consider moving his accts. He said he went to the branch to try and get his bill payment problems resolved but was treated rudely there. He said spoke to a peron Waldy who was very profession but the next person he talked to , Peter was very rude. He has trouble with our on-line pmt and has repeated trialed to rechedule pmts there but has not been successful. His bill pmt problems seem to be continous and cust said was put on hold to 45 mins and then transferred elswhere where he was on hold for almost 60. This is totally frustrating to him as he has been trying to resolve his on-line banking issue and is either put on hold for long periods of time or is disconnected. Bill pmt is confusing and hard to change dates or amts to be paid to creditors. He makes pmts for electricity on 2 different properties and pmts to the IRS. They are being sent on the wrong dates and he is having no luck in getting resolved. Told cust knew this would not solve all problems but told about maps. He considered but is afraid if he signs up with me, will not be able to get on-line stopped and then will be making 2 pmts. Offered to try and transfer customer to our on-line banking department but he said no. Does not have time to hold right now. Apologized to cust, we do not want to lose him as customer, I will submit to upper management the problems he is having  	User Id : zklsckl Phone Number : 5206238882 CallType : Called Phone Type : Cell Phone Use Type : Home OutCome : Pick Up - Hang Up for account - 7135 CALLER-CALLER SELECTION BYPASSED for - 7135 VER :NOTHING WAS VERIFIED    User Id : zklsckl Phone Number : 5207456977 CallType : Called Phone Type : Cel		
782	10010607	Customer	104448	08/17/16	Misleading / False information		Call Center	Springfield, IL	3246454	E0011	Consumer Banking	Checking	another atm at another fc couldnt take cash and he had to drive out of his way to get a 3rd party dep done  	another atm at another fc couldnt take cash and he had to drive out of his way to get a 3rd party dep done  		
783	10003854	Customer	102637	07/18/17	Manipulation/misrepresentation of sales		Social Media	Montgomery, AL	3246454	E0011	Consumer Banking	Credit Card	atm deposit hold  	atm deposit hold  		
784	10009945	Customer	105209	12/25/16	Unauthorized Activity / Lack of Consent		Branch	Amarillo, TX	3246299	E0017	Business Banking	Business Lending	General: atm malfuction and hold time  	General: atm malfuction and hold time  		
785	10010291	Customer	102531	04/07/16	Unauthorized Activity / Lack of Consent		Call Center	El Paso, TX	3246109	E0015	Consumer Banking	Checking	General: atm error  	General: atm error  		
786	10003504	Customer	100030	10/23/17	Inappropriate Sales Tactics		Call Center	Johnstown, PA	3246400	E0011	Consumer Banking	Credit Card	General: atm malfunction, funds availability  	General: atm malfunction, funds availability  		
787	10009825	Customer	104991	03/08/16	Misleading / False information		Branch	Memphis, TN	3246104	E0016	Business Banking	Merchant Services	not enough wait staff, wait too long in line, no drive thru atms don't work  	not enough wait staff, wait too long in line, no drive thru atms don't work  		
788	10003854	Customer	102637	06/19/16	Inappropriate Sales Tactics		Social Media	Shawnee Mission, KS	3246454	E0011	Consumer Banking	Credit Card	&quot;I need a withdrawal.  Your ATM isn't working.  I don't want a feee.  You make sure I don't get a fee for doing a withdrawal.&quot;  	&quot;I need a withdrawal.  Your ATM isn't working.  I don't want a feee.  You make sure I don't get a fee for doing a withdrawal.&quot;  		
789	10004787	Customer	103116	10/07/17	Unauthorized Activity / Lack of Consent		Social Media	Oklahoma City, OK	3246278	E0017	Consumer Banking	Credit Card	customer said, &quot;You only have one teller.?  I said yes.  We tried to increase his withdrawal limit at the ATM, but it wouldn't work.  He yelled, &quot;You need more tellers to open.&quot; I thanked the customer for waiting in line.   	customer said, &quot;You only have one teller.?  I said yes.  We tried to increase his withdrawal limit at the ATM, but it wouldn't work.  He yelled, &quot;You need more tellers to open.&quot; I thanked the customer for waiting in line.   		
790	10010676	Customer	101263	01/21/17	Inappropriate Sales Tactics		Social Media	Huntington, WV	3246109	E0015	Consumer Banking	Checking	Unauthorized third party DENNIS quinonez Sent in the borrower's authorization but was never updated. Provided the bankruptcy case#CASE#2.16-DK-26048-WB file date 02/20/17 to stop the foreclosure.. Additional info for Resolution Provided: Apologized for the inconvenience. Provided the contact number and transferred to the Bankruptcy Department.  	Unauthorized third party DENNIS quinonez Sent in the borrower's authorization but was never updated. Provided the bankruptcy case#CASE#2.16-DK-26048-WB file date 02/20/17 to stop the foreclosure.. Additional info for Resolution Provided: Apologized for the inconvenience. Provided the contact number 		
791	10004713	Customer	101140	04/15/16	Unauthorized Activity / Lack of Consent		Call Center	Nashville, TN	3246111	E0018	Consumer Banking	Credit Card	customer stated there should be a shelf at ATA to place belongings  	customer stated there should be a shelf at ATA to place belongings  		
792	10010498	Customer	106498	04/18/16	Inappropriate Sales Tactics		Call Center	Pittsburgh, PA	3246231	E0015	Consumer Banking	Checking	atm down  	atm down  		
793	10010808	Customer	104349	08/24/17	Manipulation/misrepresentation of sales		Social Media	Ventura, CA	3246405	E0012	Consumer Banking	Checking	  Complaint Type Other: atm not working  	  Complaint Type Other: atm not working  		
794	10005980	Customer	104481	09/08/17	Unauthorized Activity / Lack of Consent		Social Media	Lake Worth, FL	3246110	E0015	Consumer Banking	Checking	ATM deposit jammed   	ATM deposit jammed   		
795	10001336	Customer	101696	01/18/16	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246119	E0017	Consumer Banking	Checking	  Complaint Type Other: atm kept  card   	  Complaint Type Other: atm kept  card   		
796	10010732	Customer	107357	09/15/17	Unauthorized Activity / Lack of Consent		Call Center	Lexington, KY	3246318	E0011	Consumer Banking	Checking	atm didnt dispense her cash. canceled transaction . the money wasnt withdraw from her acct. switch atms  	atm didnt dispense her cash. canceled transaction . the money wasnt withdraw from her acct. switch atms  		
797	10007761	Customer	102118	07/31/16	Inappropriate Sales Tactics		Call Center	Los Angeles, CA	3246361	E0018	Business Banking	Business Lending	rude financial center associate irs refund rejected associate told client it wasn't the banks problem and to contact the irs and wasnt sure if it would go into someone else's acct   	rude financial center associate irs refund rejected associate told client it wasn't the banks problem and to contact the irs and wasnt sure if it would go into someone else's acct   		
798	10000287	Customer	100153	08/30/17	Manipulation/misrepresentation of sales		Social Media	Fairfax, VA	3246361	E0018	Consumer Banking	Credit Card	General: atm  said there was an error processing trans ....  	General: atm  said there was an error processing trans ....  		
799	10007175	Customer	105862	04/12/16	Manipulation/misrepresentation of sales		Social Media	Des Moines, IA	3246178	E0017	Business Banking	Merchant Services	General: Customer is upset about ATM malfunction.  	General: Customer is upset about ATM malfunction.  		
800	10010213	Customer	106369	07/04/17	Unauthorized Activity / Lack of Consent		Call Center	Columbus, OH	3246180	E0011	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
801		Employee	3246348	09/30/17	Inappropriate Sales Tactics		Branch	Fort Lauderdale, FL	3246454	E0011	Consumer Banking	Checking	Customer complained about our ATM not working again today.   	Customer complained about our ATM not working again today.   		
802		Employee	3246276	08/29/17	Inappropriate Sales Tactics		Call Center	Washington, DC	3246109	E0015	Business Banking	Business Lending	General: card stuck in atm  	General: card stuck in atm  		
803		Employee	3246338	09/10/17	Manipulation/misrepresentation of sales		Social Media	Columbia, MO	3246431	E0012	Consumer Banking	Checking	customer was very frustrated that the ATM captured his card and the banking center at ATM location closed early. Located another financial center for customer, was able to provide address prior to call dropping.  	customer was very frustrated that the ATM captured his card and the banking center at ATM location closed early. Located another financial center for customer, was able to provide address prior to call dropping.  		
804		Employee	3246252	08/05/17	Inappropriate Sales Tactics		Call Center	New York City, NY	3246110	E0015	Consumer Banking	Checking	Received copy of complaint on 03/23/2017 and submitting complaint on behalf of MAB. Complaint occurred on 03/22/2017.The customer soft authenticated, refused to verify, refused manager transfer and hung up.The agent has documented the account accordingly.      	Received copy of complaint on 03/23/2017 and submitting complaint on behalf of MAB. Complaint occurred on 03/22/2017.The customer soft authenticated, refused to verify, refused manager transfer and hung up.The agent has documented the account accordingly.      		
805		Employee	3246328	08/27/17	Unauthorized Activity / Lack of Consent		Social Media	Toledo, OH	3246454	E0011	Business Banking	Business Lending	ADVISED OF ATM WITH TELLER ASSIST. * Complaint Type Not Listed:TEMP DEBIT CARD LIMIT  	ADVISED OF ATM WITH TELLER ASSIST. * Complaint Type Not Listed:TEMP DEBIT CARD LIMIT  		
806		Employee	3246309	08/13/17	Unauthorized Activity / Lack of Consent		Social Media	Hayward, CA	3246318	E0011	Business Banking	Business Lending	atm cash deposit unable to process and cash not returned to customer.  	atm cash deposit unable to process and cash not returned to customer.  		
807		Employee	3246416	08/19/17	Misleading / False information		Call Center	Boulder, CO	3246299	E0017	Consumer Banking	Credit Card	General: CUST UPSET ABOUT THE ATM MALFUNCTION  	General: CUST UPSET ABOUT THE ATM MALFUNCTION  		
808		Employee	3246358	08/25/17	Manipulation/misrepresentation of sales		Social Media	Shawnee Mission, KS	3246454	E0011	Consumer Banking	Checking	Customer was upset because drive thru was closed and long wait time due to short staffing. Customer was informed of the reason why drive thru was closed, and was still upset because ATMs never work, so he said they might as well close down the entire banking center.  	Customer was upset because drive thru was closed and long wait time due to short staffing. Customer was informed of the reason why drive thru was closed, and was still upset because ATMs never work, so he said they might as well close down the entire banking center.  		
809		Employee	3246344	09/30/17	Misleading / False information		Call Center	Duluth, GA	3246371	E0012	Consumer Banking	Credit Card	cust was transfer to us in error he is looking for his missing deposit at ATM. he is upset with previous associate that she asked him 3 time for his SSN and phone number and told him that number is not in his profile very upset  	cust was transfer to us in error he is looking for his missing deposit at ATM. he is upset with previous associate that she asked him 3 time for his SSN and phone number and told him that number is not in his profile very upset  		
810		Employee	3246452	09/27/17	Unauthorized Activity / Lack of Consent		Call Center	Newark, DE	3246278	E0017	Consumer Banking	Credit Card	  *** Stan Salaam DE CET*** left message for customer to return call, please advise him that the request to refund his credit balance has been submitted, he will receive a check in the mail to the address on file. request commit contact letter be sent. *** Stan Salaam DE CET*** customer was advised refund check is being processed *** Stan Salaam DE CET*** customer was advised refund check is being processed *** Stan Salaam DE CET*** Incoming call from JOLEASE MARSHALL AVS G8C7, VERIFIED SOCIAL/DOB, MINI MIRANDA, ESCALATION REASON, CUSTOMER DOUBLE PAID ACCOUNT CAUSING $396.52 CREDIT BALANCE, CUSTOMER SAID HE SENT HIS $396.52 PAYOFF TO NCB BUT THE ACCOUNT WAS RETURNED FROM NCB AND PLACED WITH MERCANTILE IN JAN, CUSTOMER WAS TOLD BY MERCANTILE THEY DIDN’T HAVE ANY RECORD OF HIS PAYMENT AND HE SENT A 2ND PAYMENT DIRECTLY TO BOA, NOW BOTH PAYMENTS HAVE POSTED AND CUSTOMER WANTS HIS MONEY BACK OVERNITE, ADVISED CUSTOMER THAT I WOULD FIRST NEED TO PULL HIS ACCOUNT BACK INTERNALLY, THEN TOMORROW I COULD REQUEST THE REFUND, ADVISED CUSTOMER I WAS NOT SURE ABOUT FEES AS IT WAS NOT A BANK ERROR, WILL CALL CUSTOMER TOMORROW AFTER ACCOUNT IS PULLED BACK, COMMIT ID 1867569   bo fox called in ver dob and mini read.. following up with peer who just left message.. advised that credit balance refund has been requested.. said he wrote check to collection agency then they told him they don't have his check or account anymore so told him to contact us.. made another payment and then the check from collection agency posted which overdrew his checking account.. asked if we have a letter he can give his bank that there was an error of a duplicate payment.. advised we don't have a letter like that but would be happy to call his bank and advise of the situation.. said will get a number for them and call us back.. keeping case open due to refund not completely processed yet Customer calling to request letter stated his bank will not accept conf call.  Advised we do not have a letter to conf bank error as collection agency provided info and customer made addt payment.  Also advised customer payment refunded and second payment returned account again has balance.  Customer stated he has check will cash and make an addt payment to resolve account. *** Stan Salaam DE CET*** Called customer pick up/hang up, if customer calls please advise him that request to refund his credit balance has been submitted, he will receive a check in the mail to the address on file.     customer wants account handled internally  check is being sent to customer regular mail customer requested refund check be overnighted to himCollection Efforts/Cease And Desist Repayment Program(s)/Collection Efforts Collection Efforts/Cease And DesistRequest To Handle InternalCustomer calling to request letter stated his bank will not accept conf call.  Advised we do not have a letter to conf bank error as collection agency provided info and customer made addt payment.  Also advised customer payment refunded and second payment returned account again has balance.  Customer stated he has check will cash and make an addt payment to resolve account.	  *** Stan Salaam DE CET*** left message for customer to return call, please advise him that the request to refund his credit balance has been submitted, he will receive a check in the mail to the address on file. request commit contact letter be sent. *** Stan Salaam DE CET*** customer was advised 		
811		Employee	3246389	07/04/17	Unauthorized Activity / Lack of Consent		Social Media	Chicago, IL	3246361	E0018	Business Banking	Business Lending	  A NEW COMMIT CASE IS REQUIRE- This cannot processed due the reasons below-&#x0D;&#x0D;1. Incorrect form-Please note, this is not the appropriate form to use for Account Linkage/Delinkage maintenance.  The correct form to use when submitting an Account Linkage/Delinkage request is the Customer Data Management COMMIT form entitled ADD/DELETE CUSTOMER TO ACCOUNT in the DETAILED PROBLEM DESCRIPTION dropdown box.  &#x0D;&#x0D;2. No updated Signature card attached to commit case or on imageview- Due to an identified audit issue found in the banking ctrs with documentation not being captured, Bank policy now requires an updated signature card for every acct being udpated be attached to the actual Commit case for any Title Maintenance, Customer to Account Linkage, and/or SSN/TIN cases submitted. Our process is not access image view for verification of documents. Please do not ONLY attach to the commit network folder CDM does not have access to that folder ONLY the banking centers. &#x0D;&#x0D;A new commit case would need to be opened and  if needed you will need to print a blank signature card and manually perform the  corrections and  attached to the new case for processing. For questions regarding this policy please refer to the links below, or contact National Helpline for guidance. &#x0D;&#x0D;Scanning Documents instructions for the Banking Center Refer to link below &#x0D;http://discovery.bankofamerica.com/discovery/livelink/fetch/2001/3082/75107467/80889858/80494069/67827873/81268981/81265111/88471647/Scanning_Documents_in_the_Financial_Center_PDF.pdf?nodeid=88470842&amp;vernum=-2&#x0D;&#x0D;  CONSUMER DEPOSIT ACCOUNTS-Checking, Savings, ATM/DEBIT Account/Customer Maintenance Profile Research/Maintenance-Routes Customer came in to update her trust accounts tittles and successor trustees back in December. unfortunately they did not get updated.  can you please help correct the titles on the accounts and combine all accounts in one statement. The correct title should be.  The Gabriel Family Trust Nina E Gabriel TRTEE Aleli G Anderson TRTEE U/A 7/3/1996.  Please correct 325018387034 & 325050081864 to reflect this title.  Thank you	  A NEW COMMIT CASE IS REQUIRE- This cannot processed due the reasons below-&#x0D;&#x0D;1. Incorrect form-Please note, this is not the appropriate form to use for Account Linkage/Delinkage maintenance.  The correct form to use when submitting an Account Linkage/Delinkage request is the Customer Data		
812		Employee	3246111	08/23/17	Manipulation/misrepresentation of sales		Call Center	Laurel, MD	3246111	E0018	Consumer Banking	Checking	Client was rude and abusive.  He was upset that he had to wait to be served. He said, why isn&rsquo;t she taking any customers?  I said she just got here and is signing into her system.  I asked if he had his debit card because I would be glad to help him complete his transaction at the ATM.  NO!  He said, she&rsquo;s just socializing.  Though we had 3 CSR on the front line.  Two were with clients and then the other was just signing in.  He even held the door open for her.  Client began swearing and when I asked him to stop, he became even more combative.  I advised him that we would service him as quickly as possible, but if he continued behaving this way that security would become involved.  He continued, and I involved the security guard.  This is when he complied.  He said he was going to write a letter, and complain because he is a valued client. &#40;He was the second client in line.&#41;     Action Taken Other: Review comments  Complaint Type Other: CSR wait time CSR wait time Review comments	Client was rude and abusive.  He was upset that he had to wait to be served. He said, why isn&rsquo;t she taking any customers?  I said she just got here and is signing into her system.  I asked if he had his debit card because I would be glad to help him complete his transaction at the ATM.  NO!  H		
813		Employee	3246102	09/06/17	Manipulation/misrepresentation of sales		Call Center	Philadelphia, PA	3246434	E0013	Consumer Banking	Credit Card	Customer explained that associate was rude when assisting him to negotiate item. he explained he was not satisfied with response of deposit.  	Customer explained that associate was rude when assisting him to negotiate item. he explained he was not satisfied with response of deposit.  		
814		Employee	3246452	09/10/17	Manipulation/misrepresentation of sales		Social Media	Austin, TX	3246231	E0015	Business Banking	Merchant Services	Customer was calling because of rude customer experience she was talking to Nikia Matthews and says the associate was rude from the start of the call    	Customer was calling because of rude customer experience she was talking to Nikia Matthews and says the associate was rude from the start of the call    		
815		Employee	3246394	08/17/17	Inappropriate Sales Tactics		Call Center	Largo, FL	3246454	E0011	Consumer Banking	Credit Card	 * Complaint Type Not Listed:location unsuitable and unfriendly  	 * Complaint Type Not Listed:location unsuitable and unfriendly  		
816		Employee	3246184	08/05/17	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246199	E0013	Consumer Banking	Checking	atm would not accept check had to fill out form to deposit with teller.   	atm would not accept check had to fill out form to deposit with teller.   		
817		Employee	3246431	09/03/17	Misleading / False information		Call Center	Columbus, GA	3246111	E0018	Consumer Banking	Credit Card	General: ATM process less amount of deposit.  	General: ATM process less amount of deposit.  		
818		Employee	3246137	08/01/17	Manipulation/misrepresentation of sales		Social Media	San Francisco, CA	3246154	E0018	Business Banking	Business Lending	General: upset with atm malfunction  	General: upset with atm malfunction  		
819		Employee	3246138	09/01/17	Inappropriate Sales Tactics		Social Media	Baltimore, MD	3246443	E0014	Business Banking	Business Lending	atm not working  	atm not working  		
820		Employee	3246178	09/16/17	Misleading / False information		Call Center	Irving, TX	3246405	E0012	Business Banking	Business Lending	Cardholder called to let us know the automated attendant is difficult to maneuver for a disable person because it goes to fast and you should have the option of speaking to a real person.  	Cardholder called to let us know the automated attendant is difficult to maneuver for a disable person because it goes to fast and you should have the option of speaking to a real person.  		
821		Employee	3246146	09/18/17	Unauthorized Activity / Lack of Consent		Social Media	Colorado Springs, CO	3246371	E0012	Consumer Banking	Credit Card	General: ATM Error on deposit  	General: ATM Error on deposit  		
822		Employee	3246189	09/06/17	Misleading / False information		Call Center	Atlanta, GA	3246316	E0011	Consumer Banking	Credit Card	atm malfunction she was not happy to go to another machine  	atm malfunction she was not happy to go to another machine  		
823		Employee	3246313	08/27/17	Misleading / False information		Branch	Cape Coral, FL	3246109	E0015	Consumer Banking	Checking	Sales agent told me the he could waive my annual fee for the 1st year and there is no minimum balance requirement. However, when my 1st bill came in I was charged for both fees.	Sales agent told me the he could waive my annual fee for the 1st year and there is no minimum balance requirement. However, when my 1st bill came in I was charged for both fees.		
824		Employee	3246145	10/03/17	Manipulation/misrepresentation of sales		Call Center	Tucson, AZ	3246110	E0015	Business Banking	Business Lending	General: ATM captured debit card  	General: ATM captured debit card  		
825		Employee	3246423	09/25/17	Unauthorized Activity / Lack of Consent		Call Center	Arlington, VA	3246443	E0014	Consumer Banking	Checking	ch expressed dissatifaction and stated she cant pay what boa is asking her to pay, she has other bills and her daughter had a relationship with someone and the person was using the credit card and the personw as suppose to be paying and the person paid and payment were returned and she cant pay the lastest bucket, adv ch of charge off, ch stated she can only do $450, i adv ch that wont brign acct up to date, offered gutd, reage and fix pay, chs tated she will file bankruptcy if she cannot pay  	ch expressed dissatifaction and stated she cant pay what boa is asking her to pay, she has other bills and her daughter had a relationship with someone and the person was using the credit card and the personw as suppose to be paying and the person paid and payment were returned and she cant pay the 		
826		Employee	3246339	09/08/17	Unauthorized Activity / Lack of Consent		Call Center	Boise, ID	3246445	E0011	Consumer Banking	Checking	   Hi, I have a Travel Rewards credit card that doesn't seem to be linked to my account. I cannot activate it for overseas travel either through the app or by calling. But the card is valid...	   Hi, I have a Travel Rewards credit card that doesn't seem to be linked to my account. I cannot activate it for overseas travel either through the app or by calling. But the card is valid...		
827		Employee	3246402	08/02/17	Misleading / False information		Social Media	Crawfordsville, IN	3246142	E0019	Business Banking	Merchant Services	General: cx was rude and diisconnected call bc he will have to contact the merchant  	General: cx was rude and diisconnected call bc he will have to contact the merchant  		
828		Employee	3246399	08/26/17	Manipulation/misrepresentation of sales		Call Center	Shreveport, LA	3246454	E0011	Business Banking	Business Lending	  Escalation To ***** P&amp;R Monitor Case Closure *****&#x0D;Resolution Provided Date: 3/1/17&#x0D;Resolution provided by: &#x0D;Resolution Summary: &#x0D;Client Resolution Contacted customer by phone on tuesday, 2.28, she just wanted to tell me abt her experience.  Issue resolved, no further action needed. ***** P&amp;R Monitor ACKNOWLEDGEMENT *****&#x0D;Point of Contact FLU:&#x0D;Point of Contact Assigned : &#x0D;Contact Summary:&#x0D;Commit Case#: 29618006&#x0D;Line Of Business: SharePoint Managed&#x0D;Client Name: KIMULA D MILLER&#x0D;Client Party ID: 40069824169&#x0D;Last 4 Of Account #:  2843&#x0D;Client contact was made on: 2/28/2017 3:00:00 PM&#x0D;Via:Contacted Telephone&#x0D;By: South Central Region&#x0D;Status: Contact Made&#x0D;  Provide Feedback Feedback Inclusion: Customer requests move to acquiring bank-Banking Center Owned From: kymaliah_23@yahoo.comSent: Friday, February 24, 2017 1:03:42 PM (UTC-08:00) Pacific Time (US & Canada)To: BTM BAC.com FeedbackSubject: Feedback Email FormFirst Name: KimulaLast Name: MillerAddress Line 1: 512Address Line 2:City: BloomfieldState: NMZip: 87413What are you contacting us about?: I have a complaintYour comments: Hello, Just wanted to say that one of your tellers was rude. i forgot to fill a deposit paper out she was rude about it, said make sure fill one out before you come up here. Than after that, she announced loudly like a smart ass for for the language that customers need to fill out a deposit slip. now i probably going take all my money out go straight to Wells Fargo. They arent rude and dont get mad at you for not filling a deposit slip out. RUDE BANK OF AMERICA.Would you like us to contact you about your feedback?: YesEmail address: kymaliah_23@yahoo.comPhone Number: 505-592-3227Best time to Reach: Morning 8 a.m.?12 p.m. ETSourceID: Other - Root Cause	  Escalation To ***** P&amp;R Monitor Case Closure *****&#x0D;Resolution Provided Date: 3/1/17&#x0D;Resolution provided by: &#x0D;Resolution Summary: &#x0D;Client Resolution Contacted customer by phone on tuesday, 2.28, she just wanted to tell me abt her experience.  Issue resolved, no further actio		
829		Employee	3246138	09/25/17	Unauthorized Activity / Lack of Consent		Call Center	Canton, OH	3246188	E0013	Consumer Banking	Checking	BORROWER SET APPOINTMENT ON LINE TO MEET WITH MLO TO DISCUSS A MORTGAGE PREAPROVAL TO PURCHASE ON A DAY THAT MLO WOULD DOT SERVICE F/F AT THE FC WHERE APPOINTMENT WAS MADE. MLO CONTACTED BORROWER AND ADVICE THAT SERVICE CAN BE PROVIDE IT OVER THE PHONE.  CLIENT STATED THAT WILL CALL BACK, WICH SHE DID, HOWEVER MLO ADVICE CLIENT NOT TO BE AVAILABLE AND AGREE IT TO SERVICE THEY MORTGAGE NEEDS  AT 5:30PM ON 3/20/17. MLO WAS UNAVAILABLE DUE TO REMOTE INTERNET SERVICE DOWN. MLO CALL CLIENT BACK ONE HOUR LATER AND TOOK CARE OF CLIENT'S REQUEST TO PROCESS THE PREQUEL, APOLIGIZE TO CLIENT, HOWEVER CLIENT WAS AGRESIVE AND DISRESPECTFULL    	BORROWER SET APPOINTMENT ON LINE TO MEET WITH MLO TO DISCUSS A MORTGAGE PREAPROVAL TO PURCHASE ON A DAY THAT MLO WOULD DOT SERVICE F/F AT THE FC WHERE APPOINTMENT WAS MADE. MLO CONTACTED BORROWER AND ADVICE THAT SERVICE CAN BE PROVIDE IT OVER THE PHONE.  CLIENT STATED THAT WILL CALL BACK, WICH SHE D		
830		Employee	3246443	09/16/17	Manipulation/misrepresentation of sales		Call Center	Orange, CA	3246405	E0012	Consumer Banking	Checking	Customer was thanking me for helping her take out money from her EDD atm card that she appreciated the help because she recently went to La Mirada Imperial branch and said the teller seemed to give attitude and be mad for doing the transaction inside telling her she should be doing direct deposit instead or using the ATM. Customer felt uncomfortable and said it was her second and last time withdrawing from the card and that if she did direct deposit it would take her longer to get her money. She appreciated the feedback she just said the tone and attitude was like if the teller didn't want to help her    	Customer was thanking me for helping her take out money from her EDD atm card that she appreciated the help because she recently went to La Mirada Imperial branch and said the teller seemed to give attitude and be mad for doing the transaction inside telling her she should be doing direct deposit in		
831		Employee	3246407	09/15/17	Inappropriate Sales Tactics		Social Media	Shawnee Mission, KS	3246445	E0011	Consumer Banking	Credit Card	Customer said that ATM did not accept the deposit.  * Complaint Type Not Listed:Customer said that ATM did not accept the deposit.   	Customer said that ATM did not accept the deposit.  * Complaint Type Not Listed:Customer said that ATM did not accept the deposit.   		
832		Employee	3246421	08/08/17	Unauthorized Activity / Lack of Consent		Call Center	Pittsburgh, PA	3246405	E0012	Consumer Banking	Credit Card	General: Customer upset that her atm deposit did not register for full amount and she would have to wait upto 24hours to recieve funds.  	General: Customer upset that her atm deposit did not register for full amount and she would have to wait upto 24hours to recieve funds.  		
833		Employee	3246461	09/16/17	Unauthorized Activity / Lack of Consent		Call Center	Minneapolis, MN	3246199	E0013	Business Banking	Business Lending	General: atm deposit error  	General: atm deposit error  		
834		Employee	3246111	08/21/17	Misleading / False information		Social Media	Juneau, AK	3246142	E0019	Consumer Banking	Credit Card	Customer not happy that the ATM is not working most of the time at this location  Complaint Type Other: ATM not working  	Customer not happy that the ATM is not working most of the time at this location  Complaint Type Other: ATM not working  		
835		Employee	3246231	08/05/17	Unauthorized Activity / Lack of Consent		Social Media	Anchorage, AK	3246134	E0016	Business Banking	Business Lending	atm ate cx debit card. reissued another    	atm ate cx debit card. reissued another    		
836		Employee	3246289	08/24/17	Unauthorized Activity / Lack of Consent		Call Center	Dulles, VA	3246119	E0017	Consumer Banking	Credit Card	General: atm kept checks  	General: atm kept checks  		
837		Employee	3246111	09/11/17	Unauthorized Activity / Lack of Consent		Social Media	Burbank, CA	3246180	E0011	Consumer Banking	Checking	&quot;your ATM isn't taking checks&quot;  	&quot;your ATM isn't taking checks&quot;  		
838		Employee	3246151	07/31/17	Misleading / False information		Call Center	Virginia Beach, VA	3246110	E0015	Consumer Banking	Checking	Sales agent told me different benefits that what I found on the website.	Sales agent told me different benefits that what I found on the website.		
839		Employee	3246311	09/30/17	Inappropriate Sales Tactics		Social Media	Baton Rouge, LA	3246445	E0011	Consumer Banking	Checking	General: atm malfunction  	General: atm malfunction  		
840		Employee	3246370	09/11/17	Misleading / False information		Social Media	Salt Lake City, UT	3246180	E0011	Consumer Banking	Checking	Sales agent told me different benefits that what I found on the website.	Sales agent told me different benefits that what I found on the website.		
841		Employee	3246316	09/04/17	Misleading / False information		Call Center	Philadelphia, PA	3246104	E0016	Business Banking	Merchant Services	customer's card got captured by the atm last night and sounds upset because she was trying to make a payment and now it's going to be late because she couldn't do it last night.  	customer's card got captured by the atm last night and sounds upset because she was trying to make a payment and now it's going to be late because she couldn't do it last night.  		
842		Employee	3246279	08/07/17	Unauthorized Activity / Lack of Consent		Call Center	Montpelier, VT	3246109	E0015	Consumer Banking	Checking	cusomter was mad because the atm took her card and she didn't have any id on her. we were able to ask her some questions to get her a temp card and order her a new one. she stated she hates this bank.   Complaint Type Other: atm took her card atm took her card 	cusomter was mad because the atm took her card and she didn't have any id on her. we were able to ask her some questions to get her a temp card and order her a new one. she stated she hates this bank.   Complaint Type Other: atm took her card atm took her card 		
843		Employee	3246387	09/22/17	Inappropriate Sales Tactics		Social Media	Texarkana, TX	3246400	E0011	Business Banking	Merchant Services	#rpa consolidate accounts  	#rpa consolidate accounts  		
844		Employee	3246431	09/20/17	Misleading / False information		Social Media	El Paso, TX	3246361	E0018	Consumer Banking	Credit Card	Scott and Karen Donlon relocated from FL to NY in Aug 2016. Entered Delaware Sheridan location in Tonawanda NY and was treated rudely and unprofessional.  Customer ultimately does not want to return to that location. Indicated that FC associates did smile and were cold. Customer was thinking of closing their accounts until they found the LaSalle location.  	Scott and Karen Donlon relocated from FL to NY in Aug 2016. Entered Delaware Sheridan location in Tonawanda NY and was treated rudely and unprofessional.  Customer ultimately does not want to return to that location. Indicated that FC associates did smile and were cold. Customer was thinking of clos		
845		Employee	3246177	08/03/17	Unauthorized Activity / Lack of Consent		Call Center	Sacramento, CA	3246405	E0012	Consumer Banking	Checking	 * Complaint Type Not Listed:cust cannot identify which atms have teller assist and cannot figure out how to access it.  	 * Complaint Type Not Listed:cust cannot identify which atms have teller assist and cannot figure out how to access it.  		
846		Employee	3246370	08/10/17	Unauthorized Activity / Lack of Consent		Call Center	Oakland, CA	3246188	E0013	Consumer Banking	Checking	General: atm took funds gave error message saying that some of his items cannot be processed or returned  	General: atm took funds gave error message saying that some of his items cannot be processed or returned  		
847		Employee	3246286	08/29/17	Unauthorized Activity / Lack of Consent		Call Center	Chicago, IL	3246199	E0013	Consumer Banking	Checking	General: cx is upset that  he deposited 200.00 cash in the atm but the machine malfunctioned and his deposit did not post.  	General: cx is upset that  he deposited 200.00 cash in the atm but the machine malfunctioned and his deposit did not post.  		
848		Employee	3246173	09/09/17	Unauthorized Activity / Lack of Consent		Social Media	Seattle, WA	3246450	E0013	Consumer Banking	Checking	Customer called to advise that our ATM ITXD2274 was frozen.  	Customer called to advise that our ATM ITXD2274 was frozen.  		
849		Employee	3246195	10/22/17	Unauthorized Activity / Lack of Consent		Social Media	Cleveland, OH	3246443	E0014	Consumer Banking	Credit Card	cst stated that our atm are always not working correctly and it is inconvience   	cst stated that our atm are always not working correctly and it is inconvience   		
