Consumer complaint received 2023-02-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Below is the summary of events : XXXX-Removed all funds from Account and called to have account closed. I was assured by the Bank of America representative that the account was closed and that I would be receiving an account closure confirmation letter within 10 business days. 
XXXX-Logged back into the Bank of America to determine and obtain any interest earned income statement for tax purposes. This is when I FIRST noticed that the checking account was still active and had a negative balance of - {$6.00}. There were deposits since my initial call from my previous employer of {$19.00} ( approx. XX/XX/XXXX ) and {$34.00} ( approx. XX/XX/XXXX ) totaling {$53.00}. The Bank charged me low balance maintenance fees for XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX ; {$12.00} each month totaling {$60.00}. 
XXXX-I raised a formal complaint with the Bank ( Compliaint ID # XXXX XXXX stating that the account should have been closed on XX/XX/XXXX as initially asked and all my deposits should have been blocked. However, the representatives I spoke with repeatedly instructed me to pay the Bank the negative - {$6.00} the Bank negligently caused so that I can be allowed to close the account. I refused and asked to zero out the balance and close my account. Again, they suggested it would be closed and that I would receive a confirmation letter shortly. 
XXXX-Logged into account once again and saw that the account was not closed and the negative balance increased by {$12.00} ( additional maintenance charge added for XX/XX/XXXX ) to - {$18.00}. I spoke to representative " XXXX '' from Nevada ; employee # XXXX. I explained again the situation and her supervisor ; Senior Client Advocate ( who I did not speak to ) named XXXX refunded the account 2 months worth of maintenance fees ( {$24.00} ) to bring my account positive to {$5.00}. Again, they said it would be closed, I would receive a confirmation letter and the remaining balance on the account would be sent via postal mail. 
XX/XX/XXXX ( today ) -Logged into account again and saw the account was still active and spoke to XXXX from Deposit Department in Arkansas . I explained the situation once again and asked her if I would be billed a maintenance fee since the account was not closed earlier in the month and she could not answer this basic question. Her supervisor from the Consumer Deposit Dept, named XXXX ; employee # XXXX again assured me the account would be closed, I would receive a confirmation letter, the remaining funds in the account would be sent to me via postal mail and I will not receive another maintenance charge. After this last interaction, my account credentials used to access the account have been blocked preventing me from obtaining statements or any information about my account. 

To date, this is still a pending issue which I have to keep track of because Bank of America staff and processes have time and time again proved unreliable.

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