Consumer complaint received 2021-06-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
I am a Bank of America XXXX card holder. I live in the state of Tennessee and my XXXX card is based out of California because this is the state that my job is based out of. I have been going to Bank of America at XXXX XXXX XXXX XXXX in XXXX Tennessee for over a year for the same transaction. Initially I was told when I called into customer service that I can go into my local branch and request a cash advance on my Bank of America XXXX card due to the fact that the ATM has a withdrawal limit of {$1000.00} per day. As stated before I never had any issues for over a year until XX/XX/2021. I went into the XXXX XXXX XXXX XXXX location around XXXX XXXX CST and was serviced by a teller who later identified herself as a manager ( XXXX ). I gave XXXX my Bank of America XXXX Visa card along with my Tennessee state id and proceeded to tell her that I wanted to withdraw {$1200.00} in the form of a cash advance. XXXX looked at me and asked what state was my card from I told her California. She then told me that I could not do a cash advance because I have a Tennessee state id. I then told her that I live in Tennessee hence the reason that I have a TN id. I asked to speak with a manager she told me she was the manager so I asked for her boss. She asked me to have a seat and she will be with me. XXXX came out asked to see my id and Bank of America XXXX card again I asked her why she stated that she wanted to check on something. When XXXX returned she told me that she could not do a cash advance because the policy has changed and because California is not a neighboring state she could not complete the transaction. I asked how long has the policy been in place she stated 6 months. I told her that I have been coming to this location for over a year and never had an issue! I've had two other tellers including XXXX to complete this transaction within the 6 month so called policy change. I went on to ask XXXX if I could see this new policy change in writing she very rudely told me while tilting her head to the side staring at me no and that the policy was not for me to see. I went on to ask for the bank president and was told she is not available. All of this was taking place in the lobby while customers were in and out! XXXX then took my phone number name and gave me her bosses card. I was told that her boss XXXX XXXX ( VP Financial Center Manager ) would call me. After spending over an hour at the bank for something that usually takes about XXXX min to do I proceeded to leave. I received a call from XXXX not her boss as requested before I was able to reach home. XXXX went on to ask me if I had another bank I said yes she said well I'm going to do this just for you if you bring in your visa logo bank card, id and Bank of America XXXX card I will make sure that you can do your cash advance. I said you just told me that policy stated that you could not and I'm not even a member at your bank but your going to do this just for me?? She stated yes we are going to have a meeting today XX/XX/2021 about this. I'm upset for XXXX I spent over an hour in the bank to do something that I've been doing for over a year at the same location then to be treated like I had a stolen card was embarrassing not to mention she asked if I could come back to the bank so she could do the transaction for me. I feel that because I was minority she was giving me a hard time and when she pulled the report and seen that she did a transaction within this so called 6 month policy change timeframe she wanted to change her attitude towards me. This experience alone will be the reason I would never have an account with Bank of America!

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