Consumer complaint received 2022-04-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Me and my wife hold an account since more then 20 years at Bank of America. I am normally doing all the banking, my wife does it only when I can not act. When I checked my account in XXXX 2021 a notification flag popped up requesting an identity check ; I was unable to access my account during this time. It could only be resolved when we are in Florida again. 

On XXXX XXXX, our first day in the US, I answered the request, the notification flag disappeared, everything seemed to be ok. 

XXXX XXXX I was informed by letter, that the auto debit to pay our condominium maintenance fee for XXXX could not be deducted. By phone I told the company that everything should be fine now and asked her to try it again. 

XXXX XXXX, I checked my account and found the condominium maintenance fees for XXXX and XXXX deducted from my account. Everything was fine. 

XXXX XXXX, I made 4 identical transfers of Euro XXXX each to my American account. 
XXXX XXXX, XXXX Informed me by email that they were unable to process our payment of {$77.00} on XXXX XXXX. I should contact my bank. A quick check of my account showed even the maintenance fee payments were reversed and the amount back on our account again. I went into the bank. Outcome : account frozen probably due to identification questions. I gave proof of my identity by passport and a credit card of another bank (??? ) and got from a background office gracefully a temporary unfreezing of my account for 72 hours. It was Friday afternoon. 

XXXX XXXX, showed up with my wife for her identity proof. Account unfrozen now. A check of my account showed only 1 out of the 4 money transfers of XXXX XXXX was booked into my account, the other 3 were sent back. 

XXXX XXXX, the 3 returned transfers are booked into our XXXX account, named reason was " beneficiary name and account mismatch ''. The return caused us a total loss of Euro XXXX just in fees. Contacted the local Bank of America again for further information ; help by calling the responsible department was promissed. 

XXXX XXXX, the information of the department was, the return of the 3 transfers was correct, the acceptance of the transfers, also the ones in the past was incorrect. I got the phone number of the department to cal them myselves. 

XXXX XXXX, another XXXX bill including the bill of the unpaid of XXXX and a penalty fee of {$35.00} XXXX XXXX, called XXXX, XXXX XXXX XXXX XXXX. Outcome : all transfers are identical and ok, return of the 3 is not understandable.. She passed the case over to investigations, result by email. 

XX/XX/XXXX, called XXXX, XXXX. For. XXXX. Ops. for an answer. Nothing there, she made an urgency note to it. 

XXXX XXXX, called XXXX, XXXX. For. XXXX. Ops. There is an answer to our question, account was frozen. Per request we got a written confirmation by email, as originally agreed. We alsolearned that day, that the refused maintenance fee payments caused a total penalty fee of {$47.00}. 

XXXX XXXX, to settle the case in a peaceful manor I wrote a letter to the XXXX of Bank of America. 

XXXX. XXXX, already back in XXXX I got a call from XXXX, Assistant Vice President, Client Experience Resolution Analyst, who reviewed again, with the help of an interpreter, the contact data of my wife ; and this seemed to be the only purpose of the call for her. After about one hour of phone call I finally realized that she only wanted another data review. Her short answer for my question to case we wrote about was, " we do not reimburse this '' XXXX. XXXX, a second letter to the President of Bank of America with detailed questions. 

XXXX. XXXX, a second phone call of XXXX ; the letter gas arrived and she had to call us again. She once again made a review of the contact data of my wife. When Irealized after about 15 minutes that she is not going to do anything else I finished the call saying, you will hear from us again.

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