Consumer complaint received 2022-08-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
A check for {$40000.00} was gifted to me as a graduation gift for college on XX/XX/XXXX which my mother deposited along with all my graduation money thru the ATM at Bank of America Corporation off of XXXX  XXXX in XXXX, Florida on XX/XX/XXXX. Two days later I went to review my account and I could not sign in so I contacted customer service and was advised my account was closed. I was advised to go to my local branch on XXXX whereas I was handed a piece of paper with a phone number on it as was advised that the bank as severed our relationship and the account was closed. I contacted the client protection number and was told the check was invalid and altered and my account would remain closed. I called XXXX XXXX XXXX  they said they would try to contact Bank of America which and we were advised Bank of America would not speak to them. Two days later my mom and I called back and they stated that it was an accident and my account was reopened. We were advised at that time there was no issue with the check we just needed to allow up to 10 business days for the check to clear. When we had access to the account, we attempted to wired transfer the money to my new account at XXXX. The transfer was returned and no one could tell us why. On XX/XX/XXXX, We received another letter advising the account again was closed and I would have access to my funds on XX/XX/XXXX. We went to our local branch for assistance to close the account and gain access to my money including {$29.00} that was not part of the {$40000.00} check. The branch employee was told the same thing, we could not have access to the money until XX/XX/XXXX. On XX/XX/XXXX we called and were advised the account is frozen for a second investigation as the check could not be verified as valid. We advised we have been trying to provide information that it was a valid check and they said it was not requested and that they have other means to verify it. Since then, we have called the client protection number several times, on different days and spoke to several reps and several supervisors. Each time we were given inconsistent answers from the investigation is still pending, we have emailed the adjuster and have not heard back, and including on XX/XX/XXXX we were advised to bring documentation to your local bank and have the branch manager email it and the rep would forward the documents to the adjuster. I was further advised on this day the check was still under review by Bank of America 's ( BOA ) financial analyst and to call back soon. I then proceeded to ask what about the XXXX dollars that were separate from the check they avoided this question and still have not answered it. I then spoke to a supervisor who gave me a different story than what I was told before and this cycle continues. I contacted the bank that it was drawn on and they told me that they cant believe that we are having this issue as the check was cashed by XXXX XXXX XXXX. The information I needed was willingly provided by XXXX XXXX XXXX  and the letter states that on XX/XX/XXXX the check came into XXXX XXXX XXXX  for payment, and the fraud department does not have any open cases. It also says they can find no problems with the check, and it has cleared their bank. On XX/XX/XXXX I went my local branch for assistance to have this letter emailed as advised and the rep on the phone refused to speak with the branch manager. As a result, we called the client protection number XXXX for risk closure and spoke to a rep and 3 different supervisors with higher rankings and again were told 4 different responses. The last supervisor advised there was no documentation on the account advising us to email documentation as it has not been asked for and that since the money is in a holding account, they can not verify it belongs to us so XXXX XXXX XXXX has to voluntarily recall the money. Not one person had told us this and the supervisor insisted we have been told this since XXXX. I asked him to listen to the recorded multiple conversations we had with employees as we had not been advised of this, that the check is valid and we have a letter from XXXX XXXX XXXX  advising the check has cleared their bank and we simply just want our money back. He advised we will not receive our money as the funds will not be returned since they can not verify it is ours. They still have not sent back the {$29.00} that was not part of that check. At this point, we have contacted XXXX XXXX XXXX  to recall the check. This was to cover my son 's further education and it has been frustrating and time-consuming not to mention being advised of different information every time we called and still not being able to have access to our funds. 
At this time, due to multiple inconsistencies and the documentation from the bank the check was drawn on advising there was no issue with this check and it cleared their bank, we are filing a complaint.

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