Consumer complaint received 2020-11-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/20, I contacted the CFPB to file a complaint against Bank of America for a number of violations, though centered around the fact that I was explicitly told at the teller that a check I was depositing would be available for withdrawal the next day. This was a time sensitive issue that had financial implications for me, despite assurances from the banker regarding dispersal and availability of these funds, the funds were not available until weeks later. Moreover, the bank violated my rights by not even making the required {$200.00} available to me immediately or within a day or week for that matter. The fact is that no funds were made available to me for weeks, again which I made clear had huge financial repercussions for me which I made very clear when I deposited the check. While B of A had 15 days to respond, they sent me a number of emails informing me they could not provide me any response and cited the fact they needed more time to address my complaint. I made multiple attempts to contact the person who oversaw my claim, sending both messages and voicemails to XXXX XXXX, to which I received no responses until XX/XX/XXXX where I was provided what seemed like a non thought out, stock form letter informing me that everything that was done was within the banks standards policies and that while it may have inconvenienced me, they were not responsible for any fault, despite misleading me, lying to me and failing to offer me any reasonable alternative. Interestingly, in the banks response, they failed to address a number of concerns which were referenced in my initial claim to begin with, leading me to believe my claim was not taken seriously or reviewed in any meaningful way due to the fact a number of my inquiries went unanswered. Because I was unsatisfied with the results of my inquiry, I contacted XXXX XXXX by phone a number of times as that was the option provided to me in their response letter to me, Ms. XXXX made no effort to go so far as to even return my telephone call, let alone address my concern or answer any of my other questions. In addition to the aforementioned issues, I mentioned the fact that I have made multiple attempts to inquire with employees oF bank of America to explain to me the process by which their bank decides how and or when/ why I am able to cash a check within the branch. No employee has been willing to provide me a concrete answer regarding this subject matter, certainly as a banking customer, I have a right to know how and when and why my funds are or are not made available to me. Moreover, my own personal research has suggested that in many cases the decision is left up to the discretion of the branch manager, which I have been denied the opportunity to speak with on a number of visits to bank branches. I am confident that the way I have been treated by this bank is incredibly unethical and very likely outside of the constraints of acceptable and or legal behavior for a financial institution as I believe a bank is likely required to inform you of their policies and procedures as they apply to disbursement of my funds, I'm curious as to why as a long term customer of this bank I am continuously subjected to such reprehensible treatment.

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