Consumer complaint received 2017-03-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
We decided to close our Bank of America ( BOA ) account on XXXX XXXX, 2017. We made two phone calls to BOA, however, both phone calls ended up in the representative not knowing how to handle our request. It appeared that there was a language barrier. We figured that the phone calls would still be recorded as being attempted as gave our identifying information to the rep both times to access our account we were closing. Because of the difficulty we encountered, and since we could not get out of our jobs to go into the local branch, we had to wait a day or so ( time to write a letter, gather the information ) and send a fax to our local branch ( we had received the fax number from a personal banker at this location when we had to previously contact an individual there ). On XXXX XXXX, 2017 at exactly XXXX XXXX eastern time, a fax was delivered to BOA successfully. The fax clearly stated we wanted to close our bank account, it had our signatures and because there is always a possibility of an auto payment not being caught in time for the closure of XXXX account and beginning of another, we informed the bank on the fax that it would be acceptable to take monies out of our savings account to cover anything that would come through before we were able to catch it. It was only about {$150.00} however, because this was supposed to be a seamless transition, we did n't see reason for it even coming to this. 
Even though this fax was successfully sent to BOA, we received insufficient funds emails. We were wondering why this was occurring even though we had closed our account, so emailed the executive offices and asked them to intervene. We clearly informed them that phone calls would not work for us with our schedules and that we desired to have any response in writing anyway. An individual by the name of XXXX XXXX from executive resolutions emailed us back on XXXX XXXX, 2017 and stated that she had researched our complaint and would be our " dedicated '' point of contact. She had stated that she would need the location and/or fax # where the faxed document went with our original account closure request, however, that this is a matter that can not be resolved via email. We replied the same day and gave her the requested information including the confirmation of the fax showing successful fax to the XXXX Florida BOA branch at exactly XXXX XXXX eastern time at fax # XXXX. However, we clearly stated once again that we preferred our response from BOA in writing. XXXX XXXX replied again the same day stating that " we do not process close requests via email ''. We replied with stating that we are not and have not requested the closure via email and that it WAS done in writing appropriately on XXXX XXXX, 2017 via successful fax after attempting to resolve it by contacting their customer service department twice. We did not hear back from XXXX XXXX, so we ( spouse XXXX XXXX ) left her a voice message at the phone number she left for us of XXXX. He called within the hours requested that she was in the office, but never received a call back from XXXX XXXX about this situation. We continue to receive insufficient funds emails and found out that even though XXXX had been updated with our new account information as default payment option, this had not been changed for every individual active debit ( and some were not changed until we heard back from XXXX executive office today why these changes were not put in place ... this is another complaint we have sent through CFPB as this has caused numerous BOA insufficient fund charges. There are two major issues with this situation ... # 1 is that BOA refused to close our account and because of the # 2 problem of a debtor not updating our payment information properly, the debits continued to go through an open account that should be closed ( BOA ) however is being kept open for some strange reason.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief