Consumer complaint received 2023-01-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Our checking account at Bank of America ( BofA ) has been frozen for the past 2 weeks and despite everything we do, nothing got us beyond some incredible excuses from the Fraud Review Department of BofA. 

On XXXX XXXX my wife went to BofA website to link her checking account at a credit union ( CU ) to the checking account under our trust at BofA. The linkage was verified and confirmed according to BofA procedure. XXXX XXXX. XXXX. 

On XXXX XXXX my wife went to the BofA website and performed an electronic transfer from said account at XXXX into said account at BofA. XXXX XXXX. XXXX & XXXX. 

On XXXX XXXX we received an email saying basically bill pay is inactivated and a list of bill payments was cancelled. There was no mention of our account being completely frozen. XXXX XXXX. XXXX. 

On XXXX we called BofA customer service, who advised that the entire account is frozen including the funds we have in the account before the transfer. Freeze was placed by Fraud Review Department phone number XXXX XXXX XXXX due the above-mentioned transfer and only they can unfreeze it. Nothing else triggered the freeze. We provided CU corporate phone number as requested and advised to do a 3-way call with us, BofA and CU as CU will not discuss our account without our approval during a call. The agent advised that an analyst would call CU and unfreeze our account within 3-5 business days. 

On XXXX XXXX we called in and were advised that we need to provide phone number of a local branch and the name of a person working there even though we performed the transaction on line at BofA website. We provided phone numbers of 2 local branches and 4 names of people working at these branches. We also advised that CU starts at XXXX XXXX  XXXX. The next day we were told the first excuse that the analyst tried to call 1 particular person from the 4 names given but could not connect. We suggested that she should ask for anyone else at the corporate office instead since that particular individual she called may be out of the office. We also emphasized that a three-way call will be needed. However, the analyst persisted in calling this 1 particular person at the branch for the next few days. On XXXX XXXX, we emphasized again to do a three-way call to the CU corporate office and speak with anyone available. For the following few days we were told a new second excuse that the analyst called the corporate office alone but CU will not discuss our account with her since we were not in on the call. We were told that the analyst absolutely must speak with CU without us. When we asked if plan B is available since CU will not discuss our account without us present while the analyst insisted on calling alone. We were advised there is no other plan. We were then advised that it could take another 30 days to resolve the matter.

Over the past 2 weeks, we have called Fraud Review Department daily making more than 20 calls and spoken to more than 30 people including agents, supervisors and manager. We even visited the local branch twice. We also emailed a lady at XXXX. All the time we were either given no reply or the above-mentioned 2 incredible excuses. No other explanations were ever given. At no time were we asked to provide any other information. We requested repeatedly to escalate our case but were always advised that the Fraud Review Department is all there is. No escalation is possible. This sudden freeze is causing us a lot of pain. We have payment rejected because of the freeze and received threatening email from our daughter 's college apartment manager as a result. We also have to liquidate investments incurring lost interests in order to replace the funds frozen. 

Please help. 

Thank you

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