Consumer complaint received 2023-11-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I am a XXXX with residence in XXXX, I was a regular customer of Bank of America for about XXXX years until at the beginning of XXXX I received a letter indicating that this bank had decided to close my bank account and they sent me a check with funds equivalent to {$4700.00} XXXX which were my savings and sustenance. However, this check which was only in my name, was accidentally deposited in the account of a family member at XXXX XXXX  on XXXX XX/XX/XXXX but was not processed. On XX/XX/XXXX, attach a letter with the return to maker information and a copy of the check. However, that check for the copy could not be deposited and I proceeded to call Bank of America again to ask for a new one but they told me that it would take XXXX business days, without informing me that in their system it showed as cashed and they will not send it again. This check never arrived and among various telephone calls and requests for checks, they informed me that it appears as XXXX  and have passed through different departments to obtain a solution in my case because I do not have the money.I made a first complaint to the media in XX/XX/XXXX. To get a response to this complaint, I must waited XXXX  days, and the result was negative, it did not proceed. In XX/XX/XXXX I traveled to XXXX to deal with my case in person at Bank of America branches. In this agency a second complaint was made, suggested by the bank agent and they were added as previously the refer to maker letter that I have but this complaint was also rejected. So I proceeded to call by phone again because I was not in the United States and the response I had was to go to an agency which was impossible for me because I didn't live in the XXXX it is expensive for me to do it several times. They did not care because all the departments told me that they couldn't help me and they could not give me information about where I get my money was. In XX/XX/XXXX I decided to travel to the United States making another monetary effort for me, for more time to go to the Bank of America and recover my money. The first time I went, they told me that they couldn't help me because this information is only via telephone and I had to do it myself they did no even try. I called again requesting a check again to the address where I am currently staying and the lady who assisted me told me that by going to an agency of Bank of America they would give me the information on where the funds for my check are located since they claim that Bank of America does not have them. So, I went to another agency again and at first the manager did not believe the information they had given me and said that it should be done over the phone again, which I objected to and showed my evidence and they decided to verify them. However, they told me that since it is a check from more than a year ago and that since I am no longer a Bank of America customer, they could not trace the money and they claim that Bank of America does not have the money but they can not help me either. say where it is or who has it. This, despite the fact that in front of me, a call was made with the representative of XXXX XXXX  where they assure that the money is held by Bank of America because they issued a refer to maker that was never deposited again.

Company response to consumer: Closed with explanation