Consumer complaint received 2023-07-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Im XXXX XXXX military who was just stationed XXXX to the XXXX on XXXX XX/XX/. I called Bank of America ( BoA ) on XXXX XX/XX/XXXX  at approximately XXXXXXXX XXXX to inform them of my departure from the US due to XXXX  orders for the next three years so my account wouldnt have any issues when being used in the XXXX. On or about XXXX XXXX XXXX, I attempted to charge XXXX ( approximately {$560.00} ) from my checking account using my BoA debt card and it was flagged for fraud. This attempted charge was for a home holding deposit to secure housing in the XXXX. I attempted multiple times to resolve this issue and verify the transaction on their mobile app but it required me to call BoA. The international number on the back of my card did not work so I purchased a XXXX phone number and service for approximately {$70.00} and added {$10.00} credit to receive text messages. I updated my phone number with BoA to this newly acquired US number from XXXX on the banks mobile app. I then called BoA to resolve this issue. The first individual I spoke after approximately 14 mins of hold time was able to access my account and stated they removed the restrictions on my account and the card will be able for use. I reattempted to charge the holding deposit for XXXX and it was again declined while I had the BoA representative on the phone. I tried several times ( I can not confirm how many since my account is now suspended and Im unable to login ). I dont we informed to wait an hour and then try again. After an hour, I reattempted this charge and it was again declined. I then called BoA using my XXXX number but this time the representative was unable to help me and requires me to authenticate my account by texting me a code to my phone number. The phone number they had on file was my US phone number with XXXX that was disconnected due to XXXX  military service and not active. I was informed that despite me updating my phone number on the app, it could take 6 weeks for their system to show the update. I was then informed that I could use the XXXX on their mobile app to authenticate myself but calling BoA through the mobile app. I attempted this however it required me to call a US  number on the app and my phone didnt allow that since Im in the XXXX XXXX I then went to a local cell company in the XXXX called XXXX and purchased a SIM card for XXXX  and added XXXX credit to an international plan. I then reattempted to call BoA through the app using XXXX but it failed since it assumed my country code was in the US. Luckily I was able to copy the phone number and add the required XXXX country code ahead of the phone number to initiate the call. Unfortunately, this did not authenticate me through BoA system and I was told by another representative that they are unable to access my account or help me. The options I was then given was to visit a BoA branch with two forms of ID. This was not feasible since Im not in the US  and there are no BoA branches in the XXXX. I then reinstalled my XXXX XXXX card back in my phone, called XXXX to reactivate my phone service, added an international service, and then called BoA using my XXXX number ( the same number they have on file ). BoA was this time able to sent me a text to my US number ( I was charged for an international text rate *uncertain this amount at present* ). I was successful at authenticating my account this was and the BoA rep stated that my account was no longer suspended and I would have full access to use my account again. I then called XXXX and resuspended my cell service. Afterwards ( on or about XXXX XXXX XX/XX/XXXX  ) I went to the XXXX XXXX XXXX  ( operated by BoA ) to pull money out of the ATM and my transaction was declined. I logged in on the BoA to verify the transaction and was instructed to call BoA. I called BoA on XXXX XX/XX/XXXX and they were unable to authenticate my account since my phone number was not showing updated with them and I was informed that the fraud department put a note on my account to only unlock it after I visit a BoA branch with two forms of ID. As of XXXX XXXX, I no longer have access to view my bank account information online or through the mobile app. I have a credit card with BoA that has a balance that Im unable to pay and certainly will incur late charges and potentially affect my credit history. I can not access my money in my account. Additionally, it is impractical for me to personally purchase a plane ticket from the XXXX to the US for the some purpose of visiting a BoA branch to have my account access restored. BoA representatives to include members of their fraud department were u able to resolve this issue, help in anyway, and simple stated repeatedly that they are sorry for this inconvenience. This situation has developed far beyond inconvenience and into the realm of of complete alienation and isolation with regards ot my financial security and services with BoA. This is a significant issue and problem that certainly affects XXXX XXXX military personnel assigned 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