Consumer complaint received 2020-12-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
BANK OF AMERICA HAS BEEN MISLEADING, ELECTRONICALLY TRANSFERRED {$500.00} FROM MY ACCOUNT AT ANOTHER FINANCIAL INSTITUTION, AND HAS NOT RETURNED THE FUNDS On XX/XX/2020, I opened a consumer banking account at Bank of America. I received an email from Bank of America, confirming the account was approved ( attached here for reference ). In order to fund the account, I set up two transfers from my other financial institution : one for {$250.00} to the new Bank of America checking account, and one for {$250.00} to the new Bank of America savings account. 

On XX/XX/2020 my original account showed the two deductions of {$250.00}, total of {$500.00} was transferred to Bank of America. 

On XX/XX/2020, I received my new Bank of America debit card. Also that day, my new Bank of America app showed my account was locked, and provided a phone number to call. I called the number and the Bank of America representative informed me that the account was closed for possible fraud and instructed me to go to a branch in person with two forms of id. This was alarming because 1 ) FRAUD -!?!? and 2 ) I am avoiding in person contact during the pandemic. 

On XX/XX/2020, I went to the Bank of America branch at XXXX XXXX XXXX, XXXX. The representative had me call the fraud line. That person informed me that 100 % of accounts are able to be opened online, but then they get closed because you must go in person with two forms of id. I asked the rep these questions but they had no response : WHY IS BANK OF AMERICA ENABLING ONLINE ACCOUNT OPENING IF IT IS GOING TO BE CLOSING THE ACCOUNT? WHY WOULD I BE ISSUED AN EMAIL FROM BANK OF AMERICA STATING THAT THE ACCOUNT IS APPROVED? 
The rep told me that I must open a new account, deposit money, and destroy the card I was sent because another new card must be issued for the new account. The rep told me that two checks for {$250.00} each were sent to me on XX/XX/XXXX. 
WHY WERENT THE FUNDS RETURNED IN THE MANNER THEY WERE RECEIVED : ELECTRONICALLY? 

Because of this excruciating experience, I decided not to open another account at Bank of America. 

On XX/XX/2020, I received 3 separate pieces of mail from Bank of America : a letter welcoming my business and congratulating me on my new bank of america relationship a letter informing me that the checking account was closed and I was not to bank with Bank of America a letter informing me that the savings account was closed and I was not to continue banking with Bank of America I DID NOT RECEIVE {$500.00}! 

On XX/XX/2020 I called Bank of America. XXXX told me that two cashiers checks were mailed to me on XX/XX/2020 for {$250.00} each and there was nothing further to be done. I asked to escalate. He tried for 1 hour, and then transferred me to his Supervisor XXXX. XXXX said same thing he had, then transferred me to XXXX at the Escalations Department of Bank of America. XXXX told me the account was briefly active but closed and they no longer have the funds because they issued and mailed cashiers checks. She said there was nothing further to do, the checks are in the mail

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 monetary relief