Consumer complaint received 2022-11-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I am currently a Bank of America customer and have been since XXXX. I currently have only two credit cards through Bank of America, and previously had a checking account since XXXX. I closed the checking account about a year ago. I have for days been trying to contact Bank of America for a copy of a cleared check from XXXX of XXXX. I could not reach anyone by phone at the XXXX the listed customer service number for Bank of America. The automated system kept steering me into only options for the open credit card accounts. And there are no options even if you try as an active credit card customer to speak with anyone in customer service that is a live person about obtaining needed records from the closed checking account. I have spent literally 2-3 hours cycling through endless automated routes that all end in dropped calls or prompts that only result in automated responses. I spoke to someone at BofA only after tricking the phone system coming in as a new customer, at which time someone answered within a minute or two. I requested the person provide a copy of the cleared check # XXXX XXXX XX/XX/XXXX in the amount of {$27000.00}. I was told that would be mailed to me within 10 business days. I had also filed XXXX  Complaint about same time I had issues with the phone system at BofA. Although on the XXXX complaint I was advised that I incorrectly listed the check date as XXXX instead of XXXX, and the representative from the BofA Executive office handling the BofA complaint mentioned this to me and tried to dump the whole complaint over this discrepancy, I told him it was actually XXXX not XXXX and the BofA rep acknowledged that he was able to find my request made to the phone rep regarding the correct check and date. The BofA executive rep responding to the XXXX  complaint told me he would follow-up with me, call me back and provide me a pdf copy of the cleared check front and back via email, once he delt with my regulatory complaint. He seemed very short with me on the phone and upset that I had contacted XXXX The BofA representative never called me back or followed back up with me, or provided the copy of the cleared check. I also never received the copy of the cleared check by mail like I was initially told I would from the first BofA rep I taked to. The original XXXX complaint case number is XXXX and was filed with XXXX in XXXX NC. The Executive Escalations rep only responded by clearing out my complaint with a mailed form letter from BofA dated XX/XX/XXXX citing nothing could be found for XXXX, instead of providing me the requested check, when he knew by my telephone conversation with him that only the XXXX complaint contained the typo XXXX vs XXXX and he was able to see the request in que in Bank of America 's systems. I am requesting CFPB as a governing agency over banks become involved and investigate this terrible customer service that Bank of America projects and see why they are refusing to provide the copy of my cleared check after they told me so many times they would. I also want BofA executive management to know that they have ineffective and rude people they have working their executive escalations complaints.

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