Consumer complaint received 2023-02-16
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:
Last XXXX, I moved from XXXX to XXXX. Apparently, around XX/XX/XXXX someone fraudulently opened an account in my name, using my previous address, my social security number, and the fraudsters cell phone number. The account had a XXXX balance. In late XXXX, Bank of America sent the first account statement to my previous address in XXXX. The statement was subsequently forwarded to me in XXXX, and I received it in early XXXX. 

On XX/XX/XXXX, I went to my local Bank of America branch, explained the situation, and attempted to close the account. I spent about an hour in the branch, and spoke with both one of the branch employees and with someone at a Bank of America call center. I was told that the issue should be resolved.

At some point after this visit, Bank of America sent a letter again, to my previous address in XXXX  asking me to complete an affidavit and bring in some paperwork. Bank of America also sent a statement indicating that I now owed the bank money a monthly {$4.00} service fee. This fee has apparently continued to accrue on a monthly basis despite my XXXX visit to the branch. 

On XX/XX/XXXX, I again visited the local Bank of America branch to try to close the account. I again spoke with a branch employee and someone at a Bank of America call center, and was again told that the issue should be resolved. I was skeptical, so I went home and completed an affidavit, gathered the requested paperwork, and went back to the branch to drop off the documentation. A Bank of America employee took the paperwork from me, told me that he had faxed it to the appropriate number, and returned it to me. 

On XX/XX/XXXX, I called Bank of America to confirm receipt of my paperwork, and to verify that the account has now been closed. I was told that it sometimes takes several business days to process the paperwork. I was out of town the following week, but called Bank of America again on XX/XX/XXXX. The first person I spoke with told me that for some reason she was unable to close the account. I spoke to a second person and then the second persons supervisor and was told that actually, Bank of America has no record of having received the information that I delivered by hand to the XXXX XXXX branch on XX/XX/XXXX. I intend to redeliver the paperwork tomorrow. Perhaps the third time will be a charm. 

At the end of the day, though, I am surprised that it appears to be easier to fraudulently open an account in another persons name at Bank of America than it is for the person of that name to close the account, even when no money was ( originally ) involved. 

Oh, and one more thing. I also received a letter from Bank of America dated XX/XX/XXXX ( of course I didn't receive it until later, because in a very on-brand move, Bank of America sent it to XXXX ) indicating that they are closing my account -- although they actually appear not to have done so -- because " we're unable to verify your identity. '' But also, they may report their decision to XXXX XXXX XXXX XXXX and/or XXXX XXXX XXXX XXXX XXXX, and it " may affect [ my ] ability to open an account at other financial institutions for up to five years. '' Talk about adding insult to injury.

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