Consumer complaint received 2020-10-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Last month I called to Bank of America in order to confirm if I had available funds from a deposit made in to my account in order to make a transfer ; the customer service representative that spoke to me said that " I have nothing to worry about '' and that " the money was completely available ''. I called before making the transfer, because I did not know the person that made " the deposit ''. After a few days, I received a message from the Bank of America saying I had an overdraft of {$4700.00} ... immediately my husband covered that overdraft depositing his money on my bank account ; that day I received my direct deposit and the bank also went to cover the overdraft. After that, I called Bank of America to make a claim and I did it. I asked to a supervisor to listened to my conversation with customer services and he said that is not possible to do it. They requested my authorization to block my account and put an overdraft of {$880000.00} and they opened a new checking account to receive my future payments etc.. I made a police report, because I realized that I had been a victim of fraud. I investigated and the check had been deposited in XXXX, FL, but nobody did anything. Last week ( payment day ) Bank of America SUDDENTLY blocked all my accounts. I called the fraud department that has my case to ask why did Bank of America close my accounts and they told me that it must of been a mistake, because they were not notified about it. After calling many times I asked to speak to a supervisor named XXXX with no last name, because he refused to give it to me, he told me with a very rude attitude that he had no information to give me, that the only thing that he could see was that Bank of America considers me a risky client and THEY DON'T WANT TO DO BUSINESS WITH ME. That day I was waiting for a direct deposit from work ; Bank of America SUDDENTLY blocked online access to my accounts and retained all the money I have, saying that they would send me a check with the account balance funds. That day I was completely on shock because I had {$0.00} cash and I was away from home ... immediately I went to a Bank of America branch and they said they could not do anything to help me. This whole situation and incompetence of Bank of America has made my life a living nightmare!!! I am a serious person ... I have been a loyal Bank of America customer for many years. Instead of helping me capture the criminals that made this fraud, they are treating me like one. 
On XX/XX/XXXX, I decided to contact CFPB to report this issue, because Bank of America has decided not to help me or return my money, without knowing the personal and financial damage they are causing me. 
On XX/XX/XXXX, I received a call from XXXX XXXX XXXX from Bank of America XXXX and he told me that he did not have much information because he just took the case. He received a call from CFPB with my complaint. He said that the accounts were open with all the details of balance information, but that I could not access them online or with my debit card, so he told me I could go to a branch next day and withdrawal my money. I did as he told me and went to a branch of Bank of America, not very surprised, I could not withdrawal my money and tried to call Mr. XXXX several times with no answer, left several messages and had no answer from him so far. A supervisor XXXX XXXX, sent him an email and told me to wait for his answer and nothing. 
At this point I have no money, no answers, I feel hopeless, completely stressed out not knowing what to do. 
Maybe for Bank of America it is a ridiculous amount of money, but it is all I have to live and pay my bills, which I have not been able to do, therefore I am afraid that this situation I also going to affect my credit and my reputation with the bureaus. 
At this point I think that Bank of America should give me back my funds and compensate me for all personal and financial damages.

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