Consumer complaint received 2020-07-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
Hello, I'd like to file a complaint against Bank of America. Two weeks ago I went to Bank of America at exactly XXXX, and I asked the security guard if I was able to enter since it was only one minutes past four o'clock, and he told me that he couldn't let me in because it was past one minute. I told him that I understood, thanked him, and left. 
This past Friday, ( XX/XX/2020 ) however, I went to the bank ( a different Bank of America located at XXXX XXXX XXXX XXXX, XXXX CA XXXX ) at XXXX XXXX, and I saw around 3-4 people in line. I went to try and enter and the security guard told me he couldn't let me in and that only those who were already inside could he helped. I then asked to talk to the bank 's manager because I found it absurd that I couldn't enter 17 minutes before the bank closed, despite there not being a long line. The bank manager ( whose name is XXXX and who I later on find out isn't the bank manager ) then came out. I told her that the reason why I needed to go inside was because I had to deposit a check to receive a XXXX dollars. She told me that I could do it on the ATM. I then told her that I needed to go inside because I had to deposit the check to get the money. She then asked me how much I needed to get, and I told her I needed XXXX XXXX dollars, which was the reason why I needed to go inside. She then told me that if I had money on my account, I could just go outside and do it at the ATM. I told her that I didn't have the money on my account and she then proceeds to say out loud, " so you don't have money on your account? '' I told her that I didn't. When she told me this, I was thinking to myself that I did have money, but my son transferred me {$1000.00} to transfer to my credit card, so technically they weren't mine. I use that money on the credit card to pay my son 's university loans. 
When she repeatedly asked me about my financial matters without taking into consideration that these are private matters and that there are people around us that could hear everything, it said something about the professionalism that Bank of America employees lack, and it speaks volumes. In fact, during this exchange, the person behind - who was with his girlfriend or wife, I'm not sure - was a person that I've seen numerous times at the mechanic that I regularly go to, and it was extremely embarrassing. In fact, I am considering switching banks after this incident in hopes that I am assisted with an employee who is not as insensitive as the one that I spoke to. I hope that you could help me in this situation and take action against employees such as the one working at that BoA who aren't considerate of their customers and lack professionalism. 
I'd like to mention that I decided to call the Bank Of America to file a complaint against XXXX. I called the number XXXX at XXXX XXXX and spoke with a lady named XXXX for 23 minutes. I told her about the incident and told her that this lady who I had the exchange with only identified herself with her first name ( XXXX ) and that she was the supposed manager of that bank. 
I'd also like to point out that I ended up going back to that particular bank the next day ( Saturday, XX/XX/XXXX ) in order to get the transaction done. When I asked the cashier who was doing my transaction who the manager was in there, she ended up telling me that XXXX XXXX was not the manager, and that the manager of the bank was behind her and that her name is XXXX XXXX. I asked Miss XXXX if she was in fact the manager there and she confirmed that she was. We spoke about the incident and I told her that I don't understand why a regular employee would claim to be the manager of the bank, which also speaks volumes of the lack of professionalism going on in that particular bank. I explained to her the incident and how it was also infuriating that I could not enter the bank 17 minutes before it closed. She said that she could try to assist me in this matter, but I refused her help and told her that I already took matters into my own hand by filing a complaint against the bank to the Department of Consumer. I'd like to point out that the reason I went back to that bank was also because XXXX didn't have a tag name and make sure was the really name, and normally everyone has one.

I hope that this reaches to whoever it may concern and that action may be taken against unprofessional employees such as the one I interacted with so that incidents like this may not happen again and so proper sensitivity procedures may be taken more seriously to ensure the costumer of their satisfaction. 

Best, XXXX XXXX

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