Consumer complaint received 2020-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2020, I checked my Bank of America mobile account as usual to verify my statement balance. My left over balance from my payroll direct deposit stated I had {$570.00} still available after my bills had been paid and a few debit purchases. On XX/XX/XXXX, a unusual debit appeared on my account in the amount of {$880000.00}. Of course my first reaction was to contact the bank to find out where and what this debit came from. I was told I had to wait for the debit to post to the account - this of course was a incorrect statement from Bank of America. After making several calls, I finally spoke to a woman in the fraud department and she explained that the debit in the amount of {$880000.00} is the fraud department putting a hold on the account for suspension of fraud on the account. She said to take my debit card into a nearby branch and to verify my identity and the matter can be cleared up by the branch manager immediately and the hold can be taken off the account. I went into the XXXX XXXX branch location located in XXXX, OR. The young man XXXX was very helpful and tried to help remove the hold on the account. He and the branch manager tried several times, but something else was preventing him from removing the hold. XXXX made a call to the back office and spoke to a woman who refused to give her name. The woman from the back office asked XXXX if I was present and he replied, yes. In a condescending tone, the woman asked XXXX to hand the phone to me ( XXXX ), but instead, XXXX but the woman on the speaker phone. I asked for the woman 's name and with a stern voice, she refused. Again, with a condescending and stern voice, she went on to accuse me of committing fraud without asking any questions. I asked what fraud was committed? I explained the account was setup specifically for direct deposit from my employer. That didn't seem to matter? She again stated I missed used the account and committed fraud and because of the fraud, she was closing the account immediately and the remainder of the balanced would be mailed to me in a check form and then said this conversation was over and hung up the phone. After spending time with XXXX from Bank of America and reviewing the account, we discovered my brother had used my account to receive his stimulus money and a few direct deposits from his unemployment benefits. XXXX assured me that this was not an offense to close the account, but explained to me that my brother would just need to be added to the account as a authorized user. He also explained friends and family members can not use the account unless they are added. The branch manager was called in and XXXX explained what had happened and the manager thought he could enter in his pass code to remove the hold on the account, but said the woman from the back office had already closed the account. 

Lastly, I want to make something very clear here, never did Bank of America and it's associates ever call or sending out any alerts warning me that the account was compromised. I had several phone numbers listed, text alerts and email alerts that were set up by the branch manager when the account was initially set up.

In close, the only resolution I am seeking from Bank of America is to return the remainder of my payroll money they have failed to sent me. The remainder of the money that needs to be returned is {$570.00} and two NSF fees I had to pay because they removed two payments to creditors that posted, but refused to pay. The total I am asking for is {$640.00}. If the bank is unwilling to reimburse me for the NSF fees, then I am asking for what rightly belongs to me, the {$570.00}. 

Thank you for your time, help and consideration in bringing a prompt resolution to this matter.

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