Consumer complaint received 2019-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2019 Called to BOA at XXXX on hold for over 35 minutes as BOA could care less when they leave customers on hold over 35 minutes as this is a part of the sloppiness and intentional poor service due to careless attitudes to the top of their chain. They will do everything they can to not assist over the phone as they feel you are wasting their time as they dont customers are worthy. After informed rep over the phone of a unauthorized transaction from my checking account of XXXX from a co I didnt recognize or approve of transaction. Transferred me to a XXXX whom refused to provide his last and said hes not required, as last provided her last name. His id # XXXX-he refused to acknowledge the issue and asked same question 3 times-was I familiar with this company XXXX XXXX XXXX XXXX I said NO, he said same co withdrew XXXX in XXXX as I told I dont know who this is and I did not authorize it, since he refused to remove and acknowledge the issue I asked to speak with a manager. XXXX was the manager and refused to credit my act the XXXX that I unauthorized, claimed this is a student loan or collection and said a previous transaction from XXXX came in for a different amount XX/XX/XXXX, I clearly informed her 5 times I dont recognize not approved. She refused to assist and informed me she will closed my and hold my funds of XXXX already in my act. Who do they think they are. BOA had no right. That day I removed my XXXX and closed act due to unfair treatment, refusal to assist, After act closed now they holding my info to it including XXXX access so if I wanted to use XXXX it will deny me because I was registered with BOA, BOA refused to remove. They have no right to hold my funds while a fraud transaction come to my act. I want my XXXX back as they are running a scam to get as much money off of me as possible because of their multiple class actions due to their illegal actions.I checked my act and NO transactions under this name ever came in, they are liars and def not this amount. Holding my funds should be illegal, if a cust reports fraud they hold any additional funds, this is the second time they pulled this scam.Its ridiculous that I have to sit for over 30 min for a rep to answer for assistance or 30 min for someone to call back. Unacceptable.This is their mission, in hopes that their customers will hang up due intentional lengths of time of 30 min or more. Guaranteed you will not receive a rep in under 30 min, a guarantee. Called XX/XX/XXXX spoke with XXXX in Texas as she refused to provide her last name or id # am on hold minutes, asked for a manager as she left me refuse to remove my XXXX act with BOA as they should have. Attached front and back of XXXX transaction. XXXX id # XXXX claimed there are no fraud reports in her system, XXXX is running too many scams

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