Consumer complaint received 2023-05-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
on XXXX XXXX i dedided to check my bank of america statements because i remiceived an email saying i couldnt be approved for a savings account, i never tried opening a savings account with bank of america i had only a checking account so that led me to check other things on my account i immediately contacted bank of america and ask if they could tell me whats going on to which the first person i spoke with told me it was due to an error and they placed me on hold for about 10 minutes just to hang up in my face so all the while i gave it about 20 minutes and as im waiting to call them back i see some unauthorized transactions on my account starting from XXXX it was a charge for XXXX  in the amont of {$400.00} and some change folllowed by a charge of {$110.00} and some change i do not have the exact amounts because they closed my account without me knowing so i call bank of america back and explain to them what happened and i disputed the 2 charges i mentioned previous and some unauthorized charges with XXXX XXXX i also disputed 2 XXXX XXXX transactions which totaled the amount of {$110.00} i did not authorize apple to take those funds out of my account now this particular account with bank of america i hadnt actually used since XXXX and so when i talked to the lady she took all my disputes and helped me out she also sent me out a ne debit card now this whole tiime i had been able to sign in and use mobile banking everything was fine now on XX/XX/XXXX i tried logging into my mobie account because i had received a notification on my phone from the bofa app telling me my new debit card was sent out on XXXX so when i tried loggig in it said no username could be found so i immediately called bofa and which to my suprise the first person i talked to said well you need to talk to recovery so he gives me the number and hangs up on me after telling me he was going to transfer me .so i callled the recovery numer to which they told me i needed to speak with claims and when i got on the phone with claims they told me no i needed to speak with recovery and that they were going to put in a complaint for sending me to the wrong deppartment now alll of this has been going on throughout the whole day and i still was not made aware of my account being closed so by this time recovery is closed for the day i try again on XX/XX/XXXX the first person i spoke with again gave me the wrong info when i explained what was going on she tried to verify my identiy/account well she could and she bascally tells me i needed to reset my password well that was all wrong the next represenative i spoke with said they were making a complaint for me once again for them giving me wrong info so now im on hold and the recovery lady tells me my account is closed due to it being in the negative for a certain amount of days she also told me if i wanted to check the status of my disputed claims i needed to wait 60 days i asked her how come i wasnt made aware of this before or when i first called on XX/XX/XXXX i explained to her that i hadnt used the account since XXXX and i had to change my email address an phone number because i suspected fraud and she couldnt help with anything else so i got no answer if i was going to be refunded on the unauthorized claims and im still confused as to why all of a sudden my account was closed they closed it before they sent me out a new card but failed to mention it to me i havent received any letters or documentation about the accunt being closed or about someone trying to open up another account in my name and about the unauthorized transactions.

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