Consumer complaint received 2023-02-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX I called Bank of America 's XXXX department to file a claim because I received a bank statement in the mail for the month of XXXX. I haven't had an active account with them since XXXX so this was very alarming. When speaking to the agent I explain this to him, and he stated that he will look into this. While on the phone with him he stated that he was waiting for his manger to approve the charges and fees to be taken off my account. Due to me being at work while making this call, I was unable to continue to hold and I asked if there was a number, I could call him back at or if there was a reference number, I needed when I called back. I was informed that there wasn't a reference number which I thought was odd because I was calling with a report so why wouldn't a reference number be associated with this call. Upon calling back and speaking to another agent I was informed that I should've received a claim number and after looking into this matter that one wasn't created. I asked this agent if she could provide me with the person 's name that I spoke to the first time, and she stated that she couldn't provide me with that information because he did submit a claim. I was later told by another agent that this wasn't correct information that I was given and that each time I called in referencing to this issue a note would be created. I finally complete the claim and was given XXXX claim numbers for the XXXX accounts that are in question. I was told by this agent that she would get my ssn locked and she would be sending me the number to the XXXX credit bureaus. After hanging up and waiting for a good XXXX minutes for this email which I never received I decided to reach out to my current credit union and inform them of the fraud claim I submitted. My credit union was able to provide me with the numbers, so I was able to get this processed started. After speaking with XXXX, I was told that my ssn wasn't locked and that they could assists me with this issue. I was taken back because I was told by the bank of America agent that this would be taken care of. Once I completed my call with XXXX and they alerted my ssn for fraud and locked my ssn number I called bank of America to find out why I was given incorrect information. After speaking to another agent who first told me that I didn't have a claim with them, to being told they found my information, to being told that I was give mistaken information, I was beyond frustrated and upset. After completing that called, I decided to call bank to the fraud department just to see if i was given the correct information on this previous call. Again, to no avail I was given more information that was different from the previous calls that were made. At this point I don't trust the information that is being given to me. Each time I called the fraud department. it's something different. I feel like they truly don't care because there is no reason why each time, I call with the same questions I get different answers. I even called this morning and was told something different. This is beyond frustrating, and I just want this taken care of. It's bad enough I'm dealing with identity fraud but the company that is supposed to be helping me is making matters worse.

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