Consumer complaint received 2019-07-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2019, I noticed a debit/hold on my checking account in the sum of {$670.00}. I contracted the bank the same day but they were already close due to time difference. On Saturday XX/XX/2019, I go in contact with customer support and was told that I need to file a claim but claims was not opened during the weekend. On Monday XX/XX/2019, I was on the phone with with customer support for almost 3 hours trying to figure out what happened to my money. I was placed on hold and transferred to several different departments of the bank ( claim, closing account, risk management ) ; None of which was very helpful. However at the end of the call I was notified that there was a claim for a check by a customer that was traced back to my account. The check in question was issued to my by the company I work for as salary on XX/XX/2019 and was deposited into my account via ATM on XX/XX/2019. This i believe is considered some sort of fraud and for this reason they were considering closing my account. I then contact my employer whom them informed me that there was never a claim made by her or by the company in regards to the check in question. I went into the bank and spoke with a customer service representative and informed her that there was never a claim from my employer as I was told earlier. I was there from XXXX - XXXX and was unsuccessful in getting anything resolved and was asked to return the next day. On Tuesday XX/XX/2019 I came into the back with my employer and spoke with the branch manager. He tried to figure out who made the claim and why the money was taken out as well as why my account was in closing and debit card deactivated. He never got a reason to why they were closing my account and who made the claim. However he figured out the the problem with the check was that it was never deducted from my employers account. He then stated that the account is currently handed over to an analyst who should see where the error was on the banks part and in the meantime my employer can reissue me a new check for the same amount being that it was never deducted from the company. I left and later retuned with a new check for {$670.00} which I proceeded to cash. I was told that my account is not coming up and I was to be treated as a non customer and charged an {$8.00} fee for cashing my check. I refused to pay and eventually the bank manager waived the fee. He was busy at the moment to look into the account to see what happened. Later I went back to the back to figure out whats going on now because upon checking online I noticed that all the rest of my funds had a debit/hold on it and I was unable to do anything. The branch manager was unable to figure out why they closed the account. It has now been two days after speaking with them and I still havent gotten any explanation and I have no access to my funds that had remained on my account. This is totally unacceptable as a long-standing customers of Bank of America.

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