Consumer complaint received 2021-06-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Dear CFPB, I REALLY need help ASAP! My entire life savings are being locked down by XXXX  and refusing to allow me to close my account or retrieve my funds!!! WITHOUT TELLING ME WHY!!! Please have your legal counsel team look into this ASAP! This is what I sent to Bank of America : Dear Bank of America, I have NO IDEA what is going on right now but I desperately need help! I recently went to withdraw money last week and was notified by a teller that there was a HOLD and a FREEZE on my account and that I had to call the fraud department! They said that they could easily just release the hold. Because I am on the west coast I am 3 hours behind your headquarters/ fraud departments time. I called Friday morning and was TRANSFERRED 3 different times over hours on the phone. They transferred me to another department and then I got hung up on by a male gentleman. 

I have had ENOUGH OF THIS! I DO NOT feel safe with my money in Bank of America anymore. I want my ACCOUNT CLOSED, and the relationship severed. I AM DONE! 

I went into another branch in XXXX and spoke with the branch manager. She spent 2 hours desperately trying to help me. I told her I wanted my account CLOSED and I wanted all this to be done. After trying to figure out what was going on in my account she told me that the only one that can release the hold is the person assigned to the case. YOUVE GOT TO BE KIDDING ME! The branch on Tuesday tried calling him and then she called him AGAIN. Apparently were all on different time zones! I work FULL TIME and extra hours from early in the morning to late in the evenings on the west coast. I have been sick with XXXX once again and taking care of my family, including my grandmother who is now dying from XXXX  complications. And now I find out that MY ENTIRE LIFE SAVINGS are now FROZEN and the only way I can get this fixed is through ONE GUY thats on a completely different time zone than me?! 

The branch manager said that she sees this all the time and that if I wrote to headquarters that they would fix this. She said that its flagged as a precautionary measure due to the activity for my safety. But if Id like to close the account to write into HQ and just authorize the closure to send a cashiers check. I dont know if I want a cashiers check but I want my money OUT OF BANK OF AMERICA NOW! I cant withdraw money for ANY EXPENSES - FOOD, RENT, A DEPOSIT ON A HOUSE, MEDICAL EXPENSES!!!! AND MY DIRECT DEPOSIT IS LINKED TO THAT ACCOUNT!!! PLEASE HELP ME!!! 

I WANT MY ACCOUNT CLOSED IMMEDIATELY AND MY FUNDS RELEASED. Whoever froze the account DIDNT EVEN NOTIFY ME. Ive moved THREE TIMES in the last year due to Covid! This is UNACCEPTABLE! Im writing to the CFPB on this issue as well because this isnt right. My family and I have been great clients of B of A for decades. This isnt right - especially now during Covid. 

This is my final response to B of A. The branch manager said that once this is emailed and sent to the CFPB that the account will be closed and a cashiers check mailed. But who do I contact about additional concerns on my account?! 

Im done with this. This is unacceptable being harassed and treated like this. My family and I have XXXX, this has all been a horrible experience and I want my money out. I dont feel safe with B of A anymore. Theres WAY TOO MANY ISSUES WITH YOU GUYS. Do whatever you have to do but I want my account closed and money out or transferred today because I dont feel safe here anymore. This is unacceptable and my family and I are devastated. 

Please close the account NOW and authorize a branch manager or someone in HQ to call and get this fixed ASAP. If this isnt done by Friday XX/XX/XXXX - Im going to file a lawsuit in California. 

Sincerely, 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 monetary relief