Consumer complaint received 2023-01-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Deposited {$5000.00} check from my father ( whom Id received checks from before ) on XX/XX/XXXX. Confirmed via email notification that clear date for the check was XX/XX/XXXX. Still have copy of check. 

Tuesday the XXXX at XXXX : called in about login issues ( could not log into the online banking system ), was transferred to XXXX and told account was CLOSED, would not provide reason why. Was told remaining funds would be dispersed as a check for the XXXX balance. Spoke to three people ( two from risk closure one of whom was extremely rude ) and third person said that no behavior on the account appeared to warrant a closure, and that it was strange that BOA closed the account right after Id deposited a check. They also said they couldnt give me more info but it didnt seem like the check was the cause of the account closure. 

Thursday the XXXX XXXX XXXX : called in to see if I could just either transfer the funds to my savings for withdrawal, or go to a branch to withdraw the money. Was recited the policy verbiage on how BOA can close an account without telling customers why per the agreement and confirmed savings account had been closed too. Once deposited check from my dad was cleared, now quoted as XX/XX/XXXX instead of the XXXX, they said I could submit a request for funds to be released ( referred to as a hardship withdrawal, but no definition given to what hardship means other than you know, like you cant pay your bills ). Otherwise check for total account balance would be sent at quoted account closure date of XX/XX/XXXX ( over a month out from when I made this call ). 

XX/XX/XXXX : called in after the XXXX weekend to ask about requesting my funds now that the check should be cleared. Was told the account closure date was now XX/XX/XXXX and that the request was put through to request a hardship withdrawal of money. Was told I should call back the next business day to check on the status of my withdrawal request. 
Though I was in XXXX by this time, when I came home I saw that I also received a letter that arrived the XXXX but dated for the XXXX confirming the account was being closed ( meaning I received this letter a week after the account closure process had begun ) and that I would be reported to the XXXX XXXX. Given information on how to obtain an early warning consumer report. 

XX/XX/XXXX : called in early but got a message about extenuating circumstances preventing my call. Found out this was due to an overflow of calls because tons of BOA customers had missing money from their accounts that day, possibly related to a XXXX issue. As far as I knew this wasnt related to my situation but interesting that BOA was in hot water for another huge issue. 
Called in again two hours later, put on hold for thirty minutes then confirmed that my request was approved and I could go to a financial institution to withdraw my money. Went into an institution in XXXX, wa at XXXX and was told it would take half an hour to process the approval and I should come back for an appointment at XXXX. 
Came back at XXXX and me and BOA associate were put on hold for thirty minutes before talking to someone who apologized for the misinformation but said the request wasnt actually approved in both systems. Told that an analyst needed to approve the request directly which would take 3 - 5 business days. quoted new account closure date of XX/XX/XXXX. Requested escalation. 
Put on hold for another thirty minutes then talked to floor supervisor XXXX XXXX XXXX ) who said that the request wasnt approved yet because they hadnt legitimized the deposited check yet. Again quoted 3 - 5 business days for everything to process. I said I would call back every day until I had my money in hand and left the banking location. 

XX/XX/XXXX : Called in, different XXXX XXXX No update to funds release request. Account closure date updated to XX/XX/XXXX from previous date of XX/XX/XXXX. 

XX/XX/XXXX : Called in, talked to XXXX XXXX XXXX XXXX Ran into same confusion with approval in one system, not approved in another. XXXX talked to XXXX who confirmed there was no update on the fund release request from the analyst. Was advised to call back later that day. 
Called in again at XXXX, spoke with XXXX XXXX No updates on my funds release request. Account closure date still quoted as XX/XX/XXXX. 
Also this day I was back in XXXX so I saw the BOA letter and immediately put in a request to get the early warning consumer report emailed to me. Was told Id receive it in 15 days. 

XX/XX/XXXX. Spoke with XXXX. XXXX confirmed that now the account was closed and confirmed that check was mailed. Was quoted a receipt date of XXXX - XXXX. Told to call back in if I didnt receive the check within that time. 

XX/XX/XXXX. Spoke with XXXX. Called in to check on amount of generated check. {$4500.00}. Was told the account closure date was actually postponed until the XXXX because of pending charges XXXX XXXX XXXX XXXX XXXX. Was advised that if any other ACH charges came in it would continue to postpone the account closure date. I asked why I was told the account was already closed and that the check was in the mail and received an apology. I said I would call back in on the XXXX to confirm closure and was told to call in at the end of the day as this is when closures tend to process. 
Called back and spoke with XXXX. Told XXXX  payment went through on the XXXX, so I asked why the account closure was postponed again. Was told again that I should not have been told the account had already been closed, and that they werent sure why 1 ) a Bank of America rep had told me that the reason for the closure delay was because of the XXXX payment 2 ) a Bank of America rep had previously told me that the delay was because they were processing the check, since the check had cleared last week and theyd used the funds for the one-main payment. I said I was getting really tired of receiving different information from different people. Was quoted the verbiage again about BOA being able to close my account without telling me why, and that the closure date of an account is subject to change. Person left detailed notes on the account and advised me to call back in XXXX on the XXXX to confirm if the account had been closed and if the check was in the mail, and that I could also check on the status of the hardship withdrawal request which is apparently still active even though the account could close any day now. 

As of now it has been almost a month and I still dont have my money and the account still hasnt been fully closed.

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