Consumer complaint received 2018-02-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX I made a mobile deposit from my XXXX XXXX  account, to my Bank of America account. Normally if I make a mobile deposit, it takes 24 hours for funds to become available. I made the mobile deposit and the money was withdrawn from my account on XX/XX/XXXX. I called Bank of America the next day wondering why it was not showing in my account yet and they advised me that there was a hold placed on the funds. When I asked them why she advised me it was a problem with XXXX. I called XXXX to ask them what the issue was and they advised me that there was no issue and that the money had already been taken from my account. I called Bank of America back and they advised me that it was going through 'clearing house ' and would be clearedXX/XX/XXXX. I explained to them that that was no an acceptable time line. I opened this BofA account when I moved to NC because it was convenient. If I would have known or been warned of the possibility of the funds not going through in a timely fashion, I would have chosen another method of depositing to the account. I asked to speak with a supervisor and was told they would be able to do nothing about my issue. I asked for a supervisor anyways and received a call back from XXXX. XXXX  advised me that something in the system triggered a hold on my check and there was nothing they could do about it. I respectfully asked to speak with his manager. He advised me that noone would be able to override the decision to hold my funds. I advised XXXX that I would need to hear that from his superior. I also advised him that I've worked in call centers in the past and I did not need another supervisor/peer of XXXX but a manager/superior to XXXX. I received a call the next day from XXXX, who I stopped right away and asked if he was a manager or supervisor. He said he was a manager. I asked him to clarify if he was a XXXX peer or superior, he confirmed that he was indeed a peer of XXXX. I explained to him that I specifically asked for a manager, not another supervisor. XXXX went on to say that noone was going to change the decision. I asked him to speak with his manager and not to give me another supervisor. He placed me on hold while he 'looked for a manager ', came back a few minutes later and said noone was available but he could offer me a call back. I have been waiting since ThursdayXX/XX/XXXX to hear from this manager. As of today XX/XX/XXXXmy money has been MIA since XX/XX/XXXX. Not only do I not have access to MY money, but the very transactions I deposited that money to cover are coming back to me as returned now. My landlords check bounced as well as several debit card transactions. I can not understand how XXXX XXXX can have released my money to BofA on XX/XX/XXXXbut there is something else that they need to verify in order to deposit MY money into my account. On top of that, the lack of discipline and disappointing customer service practices along with flawed escalation process in this ONE scenario is staggering. I will not be a customer long.

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