Consumer complaint received 2017-10-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday, XXXX XXXX, my husband cashed a T-check inside a Bank of America Branch in XXXX, TX ( XXXX XXXX XXXX ). The T-check was in the amount of {$720.00}. He cashed the check and deposited {$500.00} into his business account receiving a cash back of {$220.00}. He received his deposit slip of {$500.00}. 

On Saturday, XXXX XXXX, we noticed that the business account was lower than expected. When we opened the account, we noticed that the bank logged a " customer withdrawal image '' of - {$500.00}. My husband immediately called the bank and receive no answer. He called for approximately 30 minutes with no answer. I went up to the bank and spoke to the branch manager about the issue. He pulled the account and saw the issue. He stated that the bank will have to investigate to see what happened and that it will take 24-48 hours. I informed The manager that we had other transactions expected with the business account. He stated that it will still take 24-48 to investigate the issue. 
Meanwhile, my husband spoke to the online customer support who stated that they are not sure what was happening with the account but the branch should be able to assist. 

On Monday, XXXX XXXX, I called the branch. No response. I called the customer service rep and he attempted to assist with the situation. After nearly 50 minutes investigating the issue with his superiors, the customer service rep informed me that they see that there is a problem but only the branch can explain what is going on. Again, I went to the branch at XXXX XXXX and spoke to the Branch Manager who stated that they were still investigating and that the process could not be rushed. I informed him that our account will be overdrawn due to some automated drafts at the beginning of each month. He stated " If it is our fault, we will refund the account ''. I told him " do you not see how inconvenience this is for your customers? '' He stated that he understood and that they will look into it. I also told him that not answering the phones was inappropriate. His response, " sometimes we are not able to get to the phones ''. 

On Tuesday, XXXX XXXX, my husband ( who was already driving OTR ) informed me that the business account was overdrawn by - {$370.00}. This is negatively impacting our account as well as limiting what my husband can do while he is out over the road. I called the branch again, no answer. 

I called the automated Bank of America system again. I was supposed to get a call back within 15 minutes. After 45 minutes, no one has called. I called again and the automated system stated that someone will contact me within 1 hour and 15 minutes or I can hold for 1 hour and 15 minutes. 

Before we close our business account with Bank of America We are needing this issue resolved asap. 

I have hard copy documentation of T-check, deposit slip and bank statement

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