Consumer complaint received 2023-06-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
To whom it may concern, I am writing to complain aboutBank of America ( BOA ) refusing to properly notify me that my account had been wrongly and unjustly frozen, and never receivedany notification of this. They then refused to reimburseme for an interest fee ( {$45.00} + {$36.00} = {$82.00} ) thatwas charged due to their lack of a commonsensepolicy and proceduresregarding the freezing of my wife and my joint account. Let 's start with the facts. Me andmy wife have had the same joint checking account with BOA since XXXX. In past years we have received many communications from BOA, including text to my phone, letters to our home, and emails. We have resided in our home which BOA has issuedchecks with that address since XXXX on multiple occasions. I have tried to have this issue corrected at my local BOA banking branch, but I was informed to contact theXXXX customer service number. I did. Then I was told by XXXX who againunderstood my issue but stated he did not have the authority to credit my account for the fee caused by BOA. XXXX instructedme to contact the XXXX number XXXX -- XXXX. I did, speaking to XXXX, and then XXXX supervisor, who in the end agreed that the policy was heavilyflawed but he did not have theauthority to credit me the fees caused by BOA antiquated and archaic policy. Here is the issue. BOA policy stated that they needed to verify informationon my account? After speaking with XXXX, BOA froze my account on XXXX, XXXX. It starts with freezing my ATM/Debit card. FYI, I never usethis card due to its direct link to my bank accounts. I chooseto use creditcards forpurchases. So I had no idea thishad occurred. Then I signedinto my BOA account online to transfer funds to make a BOA Credit Card payment. Online would not allow me? I called BOA on XXXX and verbally spoke to a BOA representative, who I can not stressenough, never informed me my accountwas frozen and proceeded to make the BOA credit card payment with her over the phone. XXXX informed me the account was frozen since XX/XX/XXXX, and the representativeI spoke with on the XXXX of XXXX should have notified me of such, but did not. Then I received a letterthat that payment I made to my BOA CC had never been made. BOA of course creditedthat late fee. Again, knowing they were wrong and having the authority to do so.Here is the ridiculousness of it all. Remember my wife and I have had the same BOA joint checking account since XXXX. XXXX informed the policy states, one letteris sent to the address, yes only one letter? Which was never received. Then they contacted my wifes contact number on file fromyes,XXXX. A home phone numberwe did keep but notused and was disconnected in XXXX. XXXX acknowledgedthe number was not in service/no contact made. Then attempts were made to contact my wife via a comcast email, again yes comcast showing you how old the email is. I asked why no one tried to contact me as before at my phone number, or email since it is a joint account? XXXX stated it'snot BOA 's current policy, and agreedit was again ridiculas. I informed XXXX that my mother-in -law had just passedaway and her and her husband 's account was only frozen up to half the amount in the account. Why is this not done in this circumstance. XXXX stated it would make things easier if it would be done that way, and easier if they could notify the Jointaccount holder, but again it is not current BOA policy.The amazing thing is the required information, which BOA already had, consisted of the following : My wife needed to contact them and verify her name, SS #, and citizenship. All of this info was again on file. So after not receivingany notification, never receiving one letter, not one phone call, and no emails, then admittingthe policy is out-dated, archaic, and ridiculous. BOA staff could not reimburse me the interestfees, which I never had to pay in my entire life until my Automatic payment to XXXX was returned/denied. I did contact all other companies and explain why the direct depositsor auto-pay were denied. Every company includingXXXX returnedthe late fees and returned payment fees. The exception was the interest charge fee. XXXX stated due to it being a propertyrelated tax fee. It couldnotbe credited since the payment was not receivedon the proper date and past due. So in closing, I am requesting that BOA reimburse me the interestcharged by XXXX in the amountof {$82.00}. Again, which I had neverbeen chargedsince owning this property since XXXX. I have attached the documents to show the interest charged. I have exhaustedall other avenues to resolve this issue with BOA. Hopefully this complaint will help to stop this ridiculously archaic, and antiquated policy from hurting someone. Not knowing my account was frozen for 23 days! What if I had minorchildren in a vehicle, needing fuel or food to get them home, with no cash, and no access to my accountdue to this policy. Oh, and the XXXX department is only open until XXXX. As you will see from the same documents, other feeswere charged but as I explainedearlier. These fees were returned or credited. I thank you for your attention to mycomplaint/issue. I look forward to your determination. If you require any furtherinformation please contact me. 

Respectfully, XXXX XXXX

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