Consumer complaint received 2020-10-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XXXX XXXX, XXXX  I recieved a Jackpot  Check from XXXXXXXX XXXX  XXXX  worth, {$40000.00} dollars. Same day i recieved the check, I also opened an advanced funds checking account with Bank Of America. During the account setup meeting I gave the agent, named XXXX, the check to deposit by endorsing the back and signing it over. I was told that since it was such a big check that it would have to be put under hold for a few days for safety. On the XX/XX/XXXX. I would recieve {$5000.00} of the check and on thenXX/XX/XXXX. I would recieve the rest. This sounded more than reasonable so I agreed. On the way out I also deposited {$1500.00} in cash because of a few Bill 's I wanted to take care of online. Later that day on the XX/XX/XXXX. Still, I tried signing into my online account and found out my account was closed. I immediately called customer service and they told me my account was closed due to a fraudulent check I deposited and there was nothing i could do. Because of the holiday weekend approaching i had to wait until Tuesd. The XXXX before i could go back into BoA and when i did the original agent was " too busy '' to see me ( and i have yet to hear from him to this day even ) another agent talked to me and essentially told me there was nothing I could do.but wait for.my remaining funds and check be sent back. To me by the XX/XX/XXXX. I asked why the check was flagged as fraudulent and he told.me.he didn't know and couldn't find out. That was a phrase I would soon be hearing from everyone at BoA. I also asked if the check was cashed and was told assuredly that no it had not been. I contacted XXXX   and they then informed me that not only was the check deposited by the money had completely cleared from their.account on the XX/XX/XXXX. Which was unusual, a check that size completely cleared just hours after deposit. I went back to BoA and demanded to talk to manager. She then told me she remembered the check I gave them and it didnt look fraudulent in the slightest and that she hoped i accepted an apology from them but the call was made from higher ups and there was nothing i could do. I.then asked if the check was fraudulent then why did they cash it and why are they still holding onto the funds. She told me i was mistaken and that it had not been. I then showed her documentation I recieved from XXXX manager of the reciept of the check being deposited. The manager then changed her story to oh yes we collected the money and put it.into.your account. But after cashing it we decided it was fraudulent and pulled it from your account and then closed your account. I demanded to know why were they still holding into the money period or why they never bothered just calling XXXX XXXX  and ask for verification of if they indeed wrote me a check. Of course she didnt know and promised me they would be sending it back to XXXX  by next week, which would be around now the XX/XX/XXXX. Today I called customer service and not only has money not been deposited back into.XXXX  account but now it could take up to.30 days or more for them to.verify funds and then maybe send it back to XXXX. This is unacceptable. Besides the fact that i desperately need the money they refuse to give back, i am out over {$41000.00} and they are treating me like i am the problem and that i need to be patient. Yet i have no real proof or assurance that they will ever actually send it.to.XXXX   XXXX  since they not only havent contacted XXXX main office once about any of this but they refused to talk to the XXXX Manager because it was my account and didnt involve anyone else. I've been jerked around by BoA for the last few weeks and I feel like theres other things happening that I'm unaware of.

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