Consumer complaint received 2022-06-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On or around Friday, XX/XX/2022, I visited the Bank of America XXXX XXXX, TX Branch ) to close two small business accounts : XXXX XXXX Company, Account Number XXXX XXXX XXXX XXXX  XXXX  Store, Account Number XXXX XXXX XXXX I approached the teller, provided my ID, explained I had two small business accounts with nominal amounts, wanted to withdraw the money and close the accounts. The teller withdrew the money from both accounts, gave the funds to me, and closed them as I had requested ( so I thought ). All was well and I left the bank, Because one of the accounts was fairly active I regularly received weekly texts providing balance updates. The other, I received monthly paper statements. 

When I continued to get the weekly text updates after two weeks, I called the BOA customer service number and explained that I should not be getting any text updates because the account was now closed. In addition, the text was reflecting that my account was in the negative. The customer service representative informed me that it takes a while for the text notifications to stop. 

Because, information about the 2nd account came to me via paper statement, I still had no immediate concern. 

Because the text messages never stopped, I became very concerned, Friday, XX/XX/2022, I visited the Bank Of America ( XXXX XXXX XXXX ). I was able to speak with a banker and explained the situation. I told her that the account should have been closed the day I withdrew the monies because that is what I requested at the time of withdrawal. She proceeded to inform me that tellers don't close accounts. She said I should have seen a banker instead of a teller. I told her that's not my responsibility to know that. I was just furious. I asked how can you make this the customer 's responsibility? I requested the accounts be closed at the time of withdrawal. The teller should have informed me of what steps to take. The banker then informed me that the accounts can not be closed with a negative balance and I would be required to pay before the accounts can be closed. She told me that she spoke with manager and they were unable to close the accounts now without payment bringing it to XXXX  balance. 

She suggested I call customer service and perhaps they could help. I explained to her, that I was there in person to resolve the issue. When I did call customer service I was put on hold for 30 minutes only to have someone answer and tell me I needed to hold for another department. As of XX/XX/XXXX, both accounts are reflecting negative $ XXXX. and I need these accounts closed. 

Please assist with the closure of these accounts. I do not feel I should be penalized because the teller did not follow through with the closure of these accounts. I can not understand how this would be serving their customer base.

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