Consumer complaint received 2020-11-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I opened two accounts online with Bank of America. Without any instruction or warning at all whatsoever, Bank of America blocked all access to my accounts two weeks later on the a XXXX before XXXX 2020 without any explanation or access to either my available funds or to customer service until the following XXXX. 

When I called the number provided to me on the following XXXX  ( five days ago ), I was informed that the number I dialed was for BofA credit cards and not for consumer deposit accounts. The agent then explained ( after a lengthy hold ) that the block was placed on my accounts because I allegedly failed to make a personal appearance at the closest branch with two forms of identification sufficient to prove my identity. I was stunned as this was the first time I had been informed of this requirement and of the instruction to make a physical appearance at the bank. And considering the surge in COVID-19 cases in California, I was shocked that Bank of America had not instituted the use of a virtual identification program in order to limit its own potential liability regarding the reasons associated with the surge in cases. 

In any event, the next day ( four days ago ) and despite the fact that this may have violated the governors and mayors stay-at-home orders, I attempted to make a physical appearance at the Bank of America location closest to my home ( located on XXXX and XXXX in downtown XXXX XXXX XXXX. Not surprisingly, that brach was temporarily closed due to COVID-19. In an effort to responsibly limit my potential daily exposure to the virus, I planned to visit another location on the following day. 

On Wednesday ( 3 days ago ) I made a physical appearance at the branch in XXXX  XXXX District on XXXX XXXX. After a two-hour wild goose chase ( including waiting in two lines that to which I was misdirected by B of A staff, and literally making two phone calls to customer service while inside the branch because no associate seemed to understand why I was there ) I was finally assisted by an associate named XXXX. Despite the fact that Bank of America online banking did not allow me to make an appointment with locked accounts, XXXX explained to me that I should have made an appointment to see them and that they were going to make an extremely special exception for me. 

Once I was finally allowed to step into XXXX office, he called the associate line ( actually he called the consumer line and had to be transferred with a ten-minute hold after being scolded by the telephone agent ) and explained to them that he had verified the two valid forms of identification I had brought in with me. They replied by saying that the accounts were closed and that the money I had in those accounts would eventually be converted into a cashiers check and mailed to me, but for the next ten-fifteen days, I had no access to any money, but I was more than welcome to open a new account with Bank of America and fund it with new money. 

I laughed and told him that I would have a better chance accessing my money if I had laid it all out in the town square of the poorest city of any third world country. And that I would file a complaint with the CFPB, the Federal Reserve Board, and the offices of the appropriate attorney generals for each applicable jurisdiction. 

Should your office require any additional information, I may be reached by voice/text at XXXX or by email at XXXX. Thank you for your time and attention to this matter. A prompt response to my complaint would be greatly appreciated. 

Sincerely, XXXX XXXX XXXX

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