Consumer complaint received 2020-11-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: RI
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2020, I called Bank of America customer service to close my checking account. After the horrible service I kept receiving from BOA employees regarding the scam complaint I filed, I decided I had had enough. The person whom I spoke to on XX/XX/2020 stated to me that they would close my account and I would receive a check in the mail within 7 - 10 business days. 

Lo and behold, it has been almost a month, and I have STILL not received my check with my funds. I have called Bank of America now 7-10 days. Each time I call, an employee tells me a different thing. The first time I called, the employee stated that the cashier 's check had been mailed out on XX/XX/2020 and that I would receive it within a few days. A few days passed and I still did not receive the check, so I called again. The next employee said that my account still had not been closed! She put it an order to close it which she said would take 3 days and then I should call back on the 3rd day to confirm. I called back 3 days later, and the employee said it had been closed and a check had been mailed out. Days passed and, as usual, I did not receive the check. I called again, wondering where my money is. EACH time I call, an employee tells me a different thing. This is now XX/XX/XXXX. The employee I called today said the account had been closed on Monday, XX/XX/XXXX. XX/XX/XXXX is the date the last employee said I would receive my cashier 's check in the mail. Now the employee I called today says I will receive it within 7 - 10 business days. 

The frustration I feel with this company is indescribable. I feel like I have to hold BOA 's hand to get them to do the most simple thing like closing an account. Each time I ask for a tracking number, telling them the same info - that I've called since XX/XX/2020 and each time a call a different employee tells me a different thing, and I do not want to rely any longer on their statement of when the check will come - they say they are unable to give me a tracking number or even the postal office used to mail the cashier 's check. 

This is now my second ( formal ) complaint regarding the horrible customer service at Bank of America. In the middle of a pandemic, BOA customers can't even rely on their bank to help with the most basic needs and I am so extremely tired of having to call several times to find out where my money is. Each time I call, I spend between 10 - 30 minutes on the phone with an employee. Each time I call, it is time I do not gain back that I could be using to study as a student and I am honestly just so tired of having to deal with this company. I am appalled at the low quality of customer service and the calls I have to make just to ensure I receive my funds in a timely manner. Not to mention I am a student who decided to take my business elsewhere after my experience with BOA regarding a recent scam. Now, I have yet another issue with this company where I have to call every few days to see where my money is - money that I use as a student for living expenses, food, other necessities and money I use to send to family members who need the little extra money I have.

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