Consumer complaint received 2022-04-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2022 my husband I and my baby went to XXXX XXXX for XXXX and family trip. We were to meet other family down in XXXX. I spent all my cash I had at the time and I had close to XXXX  in the bank. We did not have access to a vehicle so I walked pretty far to find a XXXX  to withdraw cash. I left my husband and baby at a location which was pretty far from atm. My transaction declined twice so I figured the bank needed to verify it was me to prevent fraud. My phone was accidentally left in the babys stroller with my husband so I had to ask several people for help until I found a nice gentleman to let me use his phone. I called Banknof America entered my pin and the info and it gave me my balance which I was on speaker after it was exposed that I had over XXXX in the bank I was a little nervous in XXXX in fear someone would try to demand money. I spoke to the representative and told him I was using someone elses phone so I did not see a code that was sent. He told me to log into XXXX. I tried to log into XXXX  on this strangers phone. His XXXX videos were popping up and I kept apologizing for hood this man up. As I proceeded to get into my XXXX I explained to the rep how devastated I was in XXXX w no cash I hadnt eaten all day and my baby needed diapers and food. The rep began to get rude accusing me of fraud detection. I ask bare with me Im trying to get into my XXXX  account on someone elses phone. The rep said I was out of time. I was begging the rep then asked him for a supervisor. The rep denied me to speak to a supervisor and refused to give me his name. I asked over 3 times. I have never experienced a buisness where you are unable to get the reps name and unable to speak to management. The rep started saying a script and his phone number and hung up in my face. The stranger that allowed me to use his phone told me I could come to his office and call back or use the computer to get into XXXX. I told the stranger while I was on the call with Bank of America I would compensate him financially for helping me. This situation was devastating and hurtful. I was scared to go to the strangers office due to being in a foreign country and stories I hear that happen to woman. So I was left with no choice but to walk all the way back to my husband and baby. I was having panic attacks feeling faint feeling violated feeling isolated hungry and upset. This emotionally bothered me for some time and it affected my whole family. We only brought cash which we had spent and 1 debit card which is the 1 I tried to use. We had to leave XXXX cancel our trip walk back to the border my baby hungry crying my husband and I hungry and upset. Apparently when I went back to my husband I picked up my phone and I saw my husband had typed in yes to confirm it was me. The rep told me it was to late the code expired so I didnt even attempt to walk all the way back to another city to use the atm. Most of the atms give pesos. So we returned to America. Came home Ive been so emotionally hurt and upset that my bank would treat me in this manner not only was this a breach of contract the rep pretty much left me and my XXXX XXXX baby in XXXX with no money no food. If I couldnt make it back to America I would have been sleeping on the street with my family. Theres no way that the rep can justify not giving me his name or getting me a supervisor when I was pretty much begging for help. I have a appt w my Phych for talk therapy. My family and I are still traumatized.

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