Consumer complaint received 2018-07-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am in XXXX ( XXXX ) for work for one month ( XX/XX/XXXX-XX/XX/XXXX). Prior to leaving, I set a travel alert for my Bank of America ( BoA ) debit card. On XX/XX/XXXX, I  attempted to use my card at a local vendor ( XXXX ) but my card was rejected. Believing this to be an error, I attempted to withdraw funds from my account at an ATM. The ATM was able to read my card, but gave an error message saying the transaction was not authorized and could not be processed. I subsequently tried two additional ATMs with the same result. One of those ATMs was at XXXX, which is one of BoAs international partner ATM locations. I immediately called BoA at XXXX. The representative with whom I spoke told me there were no holds on my card and that it could be used. I explained that I tried to use it several times and that the card did not work. He told me that there was no record that I had attempted to use the card. Furthermore, he told me that he could not help me and the only thing he could suggest was to go to XXXX to ask if they could fix my debit card. I questioned this suggestion, as I did not believe that XXXX would be able to assist me with an account at BoA as the two companies are separate entities. 

Later the same evening, I called customer service again. The person to whom I spoke told me that there was a managers hold on my card, which she had lifted. I was assured I would be able to use my card after that. She also gave me a direct number to call if I had additional issues ( XXXX ). 

The next day ( XX/XX/XXXX ), I again attempted to use my debit card at two separate ATMs, again unsuccessfully. I called BoA at the direct number provided. The representative told me that there was no   record that I had attempted to use my debit card and but, if I had, then the fault lay with the vendors. I tried repeatedly to explain that I had tried my debit card in numerous locations and with a variety of vendors with no success. I simply told that no, I had not tried to use the card. I explained that I am in a foreign country with no access to my bank account or funds and due to the issue with my debit card, have no way of doing so. I asked about the availability of emergency funds, a service offered by BoA. I was told that since I had used my card online, that BoA would not provide me with emergency funds ( which are drawn from my own account ). I asked if there was anything else I could do and was told no because my card worked and there were no holds on it. During the conversation, I pointed out an ATM fee that had been assessed when I attempted to withdraw money from an ATM located at a local store ( XXXX ), even though I was not able to withdraw money. The representative told me that I would have to speak to someone else, as that issue was handled by a different  department. 

My most recent attempt at receiving assistance from BoA is via their help account on XXXX ( XXXX XXXX  ). The only solution recommended to me at this point, five days later, is to mail a replacement debit card to me here in XXXX and that any fees associated with this service would be waived. At best, a new debit card will take days to process, be shipped, and arrive and I have little confidence it will work after my experiences in the past week. When I again asked about receiving emergency cash from my account, I was told that If your card works in some locations but not others, the emergency cash team would not be able to help. As I stated earlier, my card does not work at any location and I have not used it at any ( or some ) locations. The only use I have had from my account has been to conduct online transactions such as the payment of bills. 

Since arriving in XXXX five days ago, I have spent a significant amount of time attempting to come to a reasonable solution with BoA to allow me to access my money in my account. At this point, the issue is still being discussed and no concrete action has been taken. During the entirety of this ordeal, I have been without money and will remain so for the foreseeable future. I believe that BoA has been remiss in their and have shown a significant lack of concern for the position I find myself in. I can not afford basic necessities and I have taken hours away from my job to attempt to deal with this issue.

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