Consumer complaint received 2020-05-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Bank of America XXXX Florida Relationship Banker - XXXX XXXX XXXX. 
BOA Fraud department has flagged all of my moms accounts and my savings account. 
XXXX has been wonderful and she is not the issue. Bank of America Fraud Department IS the issue. 
1. I, XXXX XXXX ( the main account holder ) had opened a joint account with my XXXX year old mother on that account in 2016 in XXXX Fla. We have had no issues until now when we relocated to XXXX Florida and I took myself off of this joint checking account XXXX in the XXXX branch of BOA with XXXX assisting us. I was told that with the XXXX process ( mom will be placed into an assisted care facility once XXXX   has been approved ), mom needs to be on her own account with no commingling of funds ( my funds ). This account was my main account that pays ALL bills from. 
2. XXXX opened a new checking account in my name and had mom ( who was present ) sign documents that allowed me to come off and her to stay on that account. 
3. Unbeknownst to me, mom was ADDED to my savings account and NOW that is flagged as fraud as well. 
4. When we left the branch on XX/XX/XXXX, ALL the accounts were clear and I was able to conduct business. In the branch, I submitted my POA as I am the caretaker for my mother and spoke with BOTH BOA Fraud department and BOA legal Departments before we left the branch and all was clear with no issues. 
5. That day, I was called by BOA Fraud to explain why I had opened a new account and why I had left my mother on her own account. XXXX XXXX XXXX and I had a conversation and she understood completely. She was going to call my banker ( XXXX ) to confirm. 
6. Since then, both my moms checking account ( my old account with all of my funds in there - we mistakenly never transferred those funds out to pay the bills ) and my savings account ( with her name on it ) are now flagged for fraud. 
7. I have been to the branch 2x however have not seen XXXX but spoke to her via telephone and she was going to call Fraud to see what the issue is. I have not had a response back. 
8. I called BOA fraud 3x and left XXXX 3 messages with no call back. 
9. I went into the branch this am XXXX and the branch COULD NOT help me " its out of their hands '' : 10. My funds are tied up and I can not pay my bills and BOA Fraud is not returning me messages. 
11. My moms checking account is flagged and I can not but her medicines or pay for her Dr visit as her account has been flagged. 

BOA is holding our funds for no reason and they are not communicating with me. I DID EVERYTHING correctly : a. I submitted POA documents as I am my Mom 's legal representative b. I brought my XXXX year old mother who uses a XXXX  into a branch during a pandemic to sign a documents to release me off of MY OWN checking account c. I spoke with BOA legal AND Fraud at the branch BEFORE i departed and the accounts were clear to use, the minute I returned home, BOA flagged those accounts as Fraud. 

Seemingly, BOA Fraud does things ABOVE the branch arbitrarily and does not communicate why or what is need to rectify the issue. I have no funds to use not only are our bills due BUT mom severely needs her medicines or shew will become severely ill.

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