Consumer complaint received 2022-03-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have been a BOA customer for 23 years! I have never been through so much aggravation, XXXX  and stress than BANK OF AMERICA has put me through since XX/XX/22. 
On the XXXX of XXXX a previous landlord, whom I had blocked from taking money out of my account, STOLE {$1400.00} out of my account, her name is XXXX XXXX, SHE unlawfully and was UNAUTHORIZED by me I moved out of this person 's rental property in XXXX and at that point, and it is documented in your records, I blocked this payment from ever going through ever again! However, she got my {$1400.00} and I was even charged a {$3.00} fee for the UNAUTHORIZED transfer! 
On Wednesday, XX/XX/XXXX I called BOA. I sat at my home on hold for 50 minutes at which time I decided to go to the actual bank in XXXX XXXX Florida, a bit of a distance since the BOA near me still does not have an open lobby. So ... I spent the entire ride, still on hold. When I entered the BOA Bank I hung up the phone, still on hold, as I thought that someone there would assist me. NOT!! 
I was told I had to call! What good is an actual bank if I can not get assistance there? Soooo, I got back on the phone and drove home. As I pulled into my driveway someone finally answered. At that point the representative verified that I had blocked these transfers and she assured me that the money would be back in my account Thursday morning, XX/XX/XXXX, it never happened!! 
I got back on the phone on Thursday the XXXX. I called very early in the morning and got through within 45 minutes of hold time ( still unacceptable! ). 
At this point the representative assured me that my claim would be expedited as this was BOA 's fault as I had placed a hold/stop payment on this transfer and he ASSURED ME I would receive my money by Monday ( XX/XX/XXXX ) or Tuesday ( XX/XX/XXXX ) and they finally recorded my claim. He told me that I should immediately check my messages on my mobile banking for the paperwork which required my signature. This is my claim number : XXXX The paperwork never arrived as I have been checking for messages on the BOA website for 11 days! 
MONDAY XX/XX/XXXX - I called again only to be transferred over and over again to the next person who offered NO HELP! Spent useless hours on the phone on HOLD. 
TUESDAY XX/XX/XXXX - the day I was PROMISED that my money would be there. NOPE! 
WEDNESDAY XX/XX/XXXX - now it's been a week ... .called again, again spent most of my day on HOLD! Was promised, promised ... .that my claim would be expedited ... ..STILL NO MONEY THURSDAY XX/XX/XXXX - CALLED AGAIN! NO HELP! I was transferred over and over, 50+ minute hold times... .STILL NO MONEY! 
FRIDAY XX/XX/XXXX - At this point I have been crying for a week, afraid of being evicted because of BOA giving away my money, UNAUTHORIZED, to XXXX XXXX! STILL NO MONEY! 
WEEKEND - Spent in bed in a depressive state, my friends begging to take me to the ER due to my XXXX & XXXX. I'm living in fear that the repo man will be pulling up any minute to repossess the vehicle I owe a payment for, but can't pay due to BOA 'S ERROR!!! ..... 
BOA screwed up! 
MONDAY XX/XX/XXXX - TODAY! Again I was given the same song and dance that I have been receiving for over a week, OF COURSE AFTER WAITING ON HOLD AND BEING TRANSFERRED TO ANOTHER REPRESENTATIVE ... ..same story.

Every single time one of your representatives answers the phone and claims to be giving me EXCELLENT CUSTOMER SERVICE, my skin crawls because it is all lies. 

I am a senior citizen on a fixed income and a customer for 23 years and I have never been treated with such indifference and disrespect as I have with BOA. 
I pay my bills with my Social Security. I bet if someone stole your monthly paycheck, left you destitute and hungry someone would pay attention to you! Oh and if not ... wouldn't you be upset????? 

So I am done sitting on hold for 11 days! I need someone to intervene on my behalf.

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