Consumer complaint received 2020-07-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/20 I Deposited Check in my account the check was made out to my elderly mother but was singed off to me authorizing me to take the check into my possession and deposited in my account. My mother as well as myself are High Risk Category in catching the C-19 virus so we were instructed  by both our doctors to stay indoors and avoid contact with the general public. I noticed on XX/XX/2020 as I viewed my balance the deposited amount that had posted and cleared was posting as a negative balance instead of the amount that was already approved. I contacted the bank onXX/XX/20-XX/XX/20 in order to find out the issue. On XX/XX/20 I was told by a Customer Service Agent who I spoke to when I called again that day, that the check was deducted due to my mother not being a co-owner in my account. I informed the agent via telephone that I was unaware of that policy and that the check posted and cleared confusing me much more then I already was. I asked what would I be able to do in order to clear up the misunderstanding I was then advised to walk in and handle it in person I repeated my initial concern again stating out health risks would be compromised if we make contact with others due to the C-19 virus that was significantly high in my area XXXX XXXX Ca. I was denied and told I had to walk in, even though the whole State was under mandated order by the Government I was to walk in. I asked to speak to another agent and was transferred to another agent whom understood my concern and tried to mediate the issue offering me an apology as well as help by sending me the Documents needed to add a Co-owner to an account. She instructed me to fill them out and provide needed verification so that they may be able to verify identify both mine and my mother 's and when cleared 10-days after documents received I would be able to have my mother on my account and not have the issue again. On XX/XX/20 - XX/XX/20 I  received a letter stating the reason of denial of check deposited but no form to fill out and send in.XX/XX/20 Ive already made several attempts to resolve the issue and with no response or action from the bank I continue to wait for a response or change in my account.XX/XX/20 I sent out the form I was told that was needed to add my mother to account along with info needed for verification. XX/XX/20 still no change or action. XX/XX/20Still no change or action so I called again and spoke to a Rep. Who just reapeted what the many others say " Wait for a few more days those changes usually take up yo 10 business days '' Fast forward to XX/XX/20I received the form I filled out instructing me to correct a section of the form which was missing and needed to be filled out in order to process. I called over the phone to confirm and ask if that was the issue and reason for delay they confirmed it was and told me once again to mail it in. I did as instructed and have been waiting patiently hearing the same thing over and over again by agents saying its a process and it will be taken care of within the 10 days it takes to clear once received by the bank. Fast forward to today XX/XX/20 I have yet to receive any type of communication from bank it has only been on my behalf that communication was had because I called trying to remedy the issue. And no change in my account showing my mother was added, even after veryfing and sending in everything that was asked of me I am still waiting to be helped.

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