Consumer complaint received 2023-12-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2023 I entered the Downtown branch of Bank of America in XXXX XXXX. I transferred XXXX from my savings account ending in XXXX to my checking account ending in XXXX. The transactional balance was only {$930.00} in which I requested the funds in total of XXXX with My XXXX XXXX. She confirmed the amount that she saw was only {$930.00} available. I asked about the rest of the amount. XXXX could not explain where the charges went and confirmed to speak with her supervisor. I spoke with the Bank Manager and she confirmed that the funds were transferred to my other account. After leaving the bank I attempted to look at all XXXX of my accounts at the time. The missing funds were not on any of my accounts. I called customer service several times requesting to speak with a supervisor. I was hung up on several times. I was also advised that the charges went to overdraft fees. I did not believe it because the overdraft amounts would have been listed. I reported this error with the XXXX. A male from the corporate team confirmed with me that the charges were valid and money has not been missing. I personally do not believe that this is true and believe Bank of America is stealing money from my bank account. I would move all funds to my savings and would transfer balances as a purchased items. I would still at times be in the negative and could not explain what happened to the rest of my funds. I have reported this issue with them several times and asked for an account audit. I deposited 2 checks last Saturday with Bank of America XXXX XXXX. The Banker only deposited one check. I called Bank of America yesterday to receive a update of my deposit. I advised the customer service rep that it was a total of 2 deposits but I only see my account reflecting 1 deposit. I was assured that the funds will be available the next business day. The next business day only one deposit was available. Then later on that night all the money was gone out my account and I was left with a negative balance. The deposit was put back on hold without any notice. I spoke with XXXX from Fraud department and he could not tell me why the check was back on hold. I advised XXXX that the check was legit. I received a settlement for XXXX XXXX due to my identity being stolen. I advised him of my hardship. I then asked to speak with a superior. XXXX came on the line. XXXX XXXX was very confrontational with me and lacked empathy. He was rude and unprofessional. I asked him for customer service number and he said it very fast and then advised it was on the back of the card. I asked him if he could please provide the number. I also asked him for his name and he then again became rude and told me he advised me his name in the beginning of the call. XXXX reports to XXXX. Bank of America continues to send me new cards without me requesting them as well. I have also attempted to get more information about trying to become a homeowner. From a recorded line from a Bank of America Loan agent in NC, told me my credit wont allow me to purchase a home, nor could I afford a home. That was very mean for her to say and I cried about it. I report to the company every time I receive mean treatment and feels getting worse. Im not sure if it is something on my account that causing this type of behavior. I work from paycheck to paycheck because I am a single mom and I dont receive child support. I also have XXXX and XXXX that prevents me from going to work sometimes. This should not be a factor. I deserve to be treated fairly. I feel Bank of America has unjustified motives. I do not like being treated this way and this is taking a emotional toll on me. I deserve respect. I do feel discriminated against at this point and dont understand why their employees are dishonest. I only stayed with the bank because my father banks with Bank of America as well. I have been a loyal customer for XXXX  years now. XXXX ( downtown location ) is my favorite banker and I hope she can be in management one day because she would make a world of a difference in customer service. She is very nice and respectful. The downtown location has always treated me kindly. I have had the worst customer service experience calling the call center.

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