Consumer complaint received 2023-09-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
Below is the email I wrote to CEO of BofA Merrill Lynch, summarizing all the issues that I had encountered when trying to sell one stock I owned in Merrill Lynch account. Furthermore, over {$7000.00} in taxes were erroneously withdrawn from my account during the sale of the stock - this was AFTER I had spoken to representatives XXXX XXXX and XXXX XXXX a XXXX  times and they ASSURED me there would NOT be any taxes withdrawn. 

I hereby request an immediate refund of the wrongfully withdrawn taxes, and an official apology from Merrill Lynch 's executive team. I do NOT authorize being called on phone. Only written email communication. 

On XXXX XXXX XXXXXX/XX/XXXX  at XXXX wrote : XXXX , XXXX : What a horrible experience it has been trying to sell stocks in my Merrill lynch account and transfer proceeds from the sale to my Bank of America account : - Stocks were not visible in my online account - Online account has no ability to sell the shares and no ability to access the money - been given 4+ phone numbers to call to get help to sell stocks and transfer money - talked to 8+ representative who all couldnt help with liquidating the account - XXXX XXXX and his team erroneously withdrew federal taxes despite having approved my W9 form - XXXX XXXX was the only one willing to help and provide satisfactory customer service. Even with that, it has been a week and I still havent received the refund for taxes withdrawn. Also, despite reassurances that there would be no wire transfer fee, Bank of America did assess this fee for the portion of my proceeds that did transfer. 
- I still have NOT received the entirety of proceeds from the sale See attached screenshot of phone calls last XXXX  ALONE with your teams to resolve this matter. No customer, and certainly not during Covid times, has this kind of time to spend to access the money we should easily and rightfully have access to. 

I urge you to immediately rectify the situation, and issue an official apology on this matter. 

I do not have time to answer any questions or to further discuss this matter during weekdays. I have a job - thats not trying to access my money- and a family and life to care for. 



On Fri, XX/XX/XXXX  at XXXX XXXX  wrote : Attached. 

Again, I want to state what a horrible experience and time drain this has been for me : Ive been in contact with several Merrill Lynch representatives, have been asked to call multiple numbers, had over a dozen phone calls all last week alone- not counting the ones prior. To date, I still havent received the money I should. XXXX XXXX and his associate XXXX, have caused more issues and provided erroneous information to me as well as unsatisfactory customer service. 

I am appalled at the experience so far, and urge you to rectify the situation IMMEDIATELY. 


On Fri, XX/XX/XXXX  at XXXX XXXX  wrote : Hello XXXX, I appreciate your help. 

When will the $ XXXX that was erroneously deducted from my Merrill Lynch account be returned to me? It has been over a week since you and I last spoke that this is being worked on, but we have not received the money. 

Also despite your reassurance that there would be no wire transfer fee between XXXX and my Bank of America checking account during our call, unfortunately BofA DID assess such a fee. See attached. Please refund this one and any future fees associated with the $ XXXX transfer. 

Thank you, On XXXX XXXXXX/XX/ at XXXX XXXX  XXXX, XXXX XXXX - XXXX GA XXXX wrote : XXXX XXXX XXXX Client Relationship Manager XXXX From : XXXX, XXXX XXXX - XXXX GA Sent : XXXX XXXXXX/XX/XXXX  XXXX XXXX  To : Subject : Contact information XXXX XXXX XXXX XXXX XXXX Client Relationship Manager XXXX  XXXX XXXX XXXX Merrill Lynch, XXXX , XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX XXXX cid : XXXX This message, and any attachments, is for the intended recipient ( s ) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http : XXXX. If you are not the intended recipient, please delete this message.

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