Consumer complaint received 2018-11-19
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:
My name is XXXX XXXX XXXX, I am a XXXX citizen and I live in XXXX, XXXX XXXX, and I was a customer of Bank of America. 

For about 30 years I had two bank accounts at Bank of America. The last XX/XX/XXXX, the bank decided to close my bank accounts and to date I have not received my money back. I only received a letter issued by the bank mentioning that my bank account was close under their discretion and also mentioning that they were going to send my money back via checks by mail. 

After that communication received last XX/XX/XXXX, I have not received any checks by mail. I have called several times to Bank of America and they said that the checks were sent in XX/XX/XXXX which is not true due that I never receive them. 

On XXXX of XXXX, I went in person to a Bank of America branch office in XXXX, FL and I asked for my money back and the bank representatives only said that the branch could not do anything. They mentioned that the only solution for receive my money back was to call Bank of America and request the checks by phone, but at that time on XX/XX/XXXX, the Bank of America could not do anything due that I had to wait at least 90 days after the previous checks issued and supposedly sent in XX/XX/XXXX. So, the conclusion of that visit to the Bank of America branch was that I could not do anything and I lost time, money traveling from XXXX to the US and not getting my money back. I had to return to XXXX without this solved. 

I waited for the 90 days and called several times to Bank of America. They promise me that they were going to sent the checks by mail to my address registered with the Bank at XXXX, FL and to date, I have not received them. 

Last XX/XX/XXXX, I received a letter mentioning that I had to call the bank for confirm his identity. I called in XX/XX/XXXX to the mentioned phone provided in the letter received and nothing happened. I was also calling to the Bank of America during all the month of XXXX and I was being transferred to all departments and all of them were passing my case to another and another department but I never received a solution, I never received my money back. Finally I was transferred on XX/XX/XXXX to the Account Closure Department of the Bank of America and they promise me to send the checks to my address in XXXX, FL. 

Today, XXXX XXXX, I have not received the checks and I have called to the Account Closure Department of the Bank of America and they said that checks were sent last XXXX XXXX, however, the checks have never arrived to my address provided, registered and confirmed with the bank. 

During my last call to the Account Closure Department of the Bank of America, I requested them to send again the checks or a new ones due that I have not received them. The bank said that they can not send again a new checks and I have to wait at least another 90 days in order to issue a new ones. 

Basically, the story is being and it will be the same again and again if I have to wait for the another 90 days. I have been waiting almost 1 year for my money back and to date the bank said that I must wait another 90 days for request new checks with my money back. 

During my last communication with Account Closure Department of the Bank of America, I asked them for a proof of mail that could demonstrate that they sent me the checks and they said that they did not have that information. There were no tracking numbers that can proof that they sent me the checks. 

The amount of money in my bank accounts are : Money Market Savings : {$15.00} Adv Tiered Interest Checking : {$3.00} Total : {$19.00} dollars. 

I formally request one only solution : Allow me to go and visit in person the branch of Bank of America in XXXX, FL and get the checks IN THE NEXT 30 DAYS. On this way, Bank of America will be able to confirm my identity and they will be able to give me the checks IN PERSON with the amounts mentioned above. 

I can not accept the checks in the mail due that I have been waiting for them for almost 1 year and they have never arrived to my address in XXXX, FL.

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