Consumer complaint received 2021-03-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX Bank of America XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX Direct : XXXX Office : XXXX Fax : XXXX Customer Service : XXXX Email : XXXX ***SCREENSHOTS NUMBERED IN BLUE*** CHRONOLOGICAL DETAILS : Tue, XX/XX/XXXX XXXX XXXX ( see screenshot # 1 ) opened my checking account wherein he deposited a {$950.00} money order with NO HOLD ( see screenshot # 2 ). The very next day on XX/XX/XXXX I withdrew {$940.00} ( see screenshot # 3 ). 

Fri, XX/XX/XXXX I deposited a business check for {$460.00} with NO HOLD ( see screenshot # 4 ). Three days later I withdrew {$460.00} ( see screenshot # 3 again ). 

Mon, XX/XX/XXXX I deposited a {$700.00} check from XXXX ( see screenshots # 5 & # 6 ), a major electric utility corporation ; check # XXXX dated XX/XX/XXXX drawn on XXXX XXXX. 

The teller said there would be a hold on the check. I asked why. She provided no explanation. She handed me a Client Receipt for the {$700.00} deposit - stapled to that receipt was a Notice of Hold stating {$470.00} would be available on XX/XX/XXXX at XXXX ( see screenshots # 7 & # 8 ). 

I was not happy about this and wanted an explanation. I asked to speak with a manager. A man ( he was polite, but did not state his name or title ) suggested I call the number on the back of my debit card. 

I left the bank, went to my vehicle, and made the phone call from the bank parking lot. The woman at the call center said there was not a hold on the entire amount of the check ; that I had access to {$220.00}. I had an appointment and decided to come back to the ATM on my way home to withdraw {$220.00}. 

A couple hours later when I tried to withdraw {$220.00} from the ATM, I could not. I went back inside and spoke to yet another teller. That teller said I would have access to {$220.00} tomorrow ( XX/XX/XXXX ). That night I logged into my online banking and saw the {$700.00} deposit and the hold stating I would have access to {$470.00} on XX/XX/XXXX at XXXX, which I assumed meant I would have access to {$220.00} tomorrow. This matched the information on the Hold Notice I was given when I deposited the check. 

Tue, XX/XX/XXXX At XXXX, I looked at my online banking again and noticed the hold placed on my check the day before was REMOVED and had been replaced with a different hold for the ENTIRE AMOUNT of the {$700.00} check and XXXX funds would be available until XX/XX/XXXX at XXXX Central Time ( see screenshot # 3 again ). I was livid!!! 

I immediately called Customer Service XXXX XXXX ). 

***I recorded the entire conversation, including speaking with a supervisor. *** I spoke to a woman who said she couldn't help me and she could not give a reason why the hold changed to the entire amount of the check ( {$700.00} ) and the date funds would be available was pushed out 10 days to XX/XX/XXXX. 

I asked to speak with a supervisor and waited on hold until supervisor was available. That supervisor told me a completely different story - she said I had access to {$470.00} today ( XX/XX/XXXX ) and {$220.00} would be held until XX/XX/XXXX. 

This made absolutely no sense! She told me the exact opposite of what I had just been told and contradicted the Hold Notice I was given by the teller when I deposited the check on XX/XX/XXXX. I asked her for the reason the hold was now for the ENTIRE AMOUNT and pushed out to 10 days. She, a supervisor, could not provide a reason! She thought it might be because the account was less than 90 days. She said, " We don't know you. You have no relationship with us. '' WHAT!!! 

I told this supervisor I opened my account on XX/XX/XXXX with a {$950.00} money order with NO HOLD and the very next day withdrew {$940.00} AND on XX/XX/XXXX I deposited a {$460.00} check with NO HOLD and 3 days later withdrew {$460.00}. 

I drove to the bank to speak in-person with XXXX XXXX, Relationship Manager. He opened my account XX/XX/XXXX with a {$950.00} money order. There was no hold placed on that money order and I withdrew {$940.00} the very next day. 

I explained to XXXX XXXX what was happening. He turned his computer monitor and I watched as he unchecked the boxes for both holds. Apparently, he doesn't have the authorization to remove the holds he said as his actions were not accepted. At that point he made a phone call. He spoke with a woman and explained that XXXX ( branch manager?? ) was on vacation and he was the only manager there. The woman on the other end of the phone couldn't help us. When I first sat down with XXXX XXXX, I asked him if there was another local branch manager that could help. I received a vague answer that went off-topic as to closures of offices, reduced hours of operation at bank locations even before COVID-19 - basically a bunch of nothing about nothing. I became increasingly more frustrated. 

I asked XXXX XXXX if I should contact XXXX XXXX as the XXXX check was drawn on that bank. He said if he had known what happened on XX/XX/XXXX with the check being put on hold, he could have voided the transaction. He said we could have walked over to XXXX XXXX, hopefully had the fee waived, and I would cash the check there because that's the bank it was drawn on. He said he could not return the check to me because it had already been deposited. He said they overnight all their checks to Texas at the end of each day. I had just read banks physically shred their checks after they are electronically scanned when deposited. Who knew if he was telling the truth. He told me to call XXXX. Before I left, he printed a letter I would be receiving in the mail stating the reason for the hold was that the check " may be returned '' ( see screenshot # 9 ). This is bogus! 

When I left his office on XX/XX/XXXX, he told me he would try to find out if there was a way they could release the 2 holds on the check. I told him to contact me and let me know either way. When I got home, I called and left a message for him. I told him I felt there had to be someone above him who could fix this situation. 

After I left that message for XXXX XXXX, I called XXXX. The representative told me there is no issue with the check. Although I already knew this, he stated the check would not have been mailed if there was a problem. He said, " That's why we wait 30 days to issue a check. '' There is also an additional 5-10 business days waiting for a check to arrive in the mail. 

The XXXX agent said I should go to another Bank of America office to see if a branch manager there could help. He also said I should make a lot of noise - calling customer service, corporate, etc. because what Bank of America were doing was ridiculous - holding the check for 10 days. He said he would do some checking to see if they could put a stop-payment on the check and reissue. He called me back within the hour and said he confirmed that would actually cause a further delay. He apologized that he couldn't do anything more - I believed him. 

Wed, XX/XX/XXXX I called XXXX XXXX twice and I received 2 bizarre emails in response to my calls ( see screenshots # 10 & # 11 ) basically telling me it was not his job and no one could help me. 

These are the reasons Customer Service at Bank of America was/is a COLOSSAL FAILURE at every level because : 1. XXXX XXXX told me I could have received the check back from the teller when I was told it was put on hold. I could have cashed it somewhere else and avoided this fiasco. I was not told I had options. 

2. I opened the account with a {$950.00} money order with NO HOLD and withdrew {$940.00} the following day. Now, months later I can not have access to a check in a lesser amount for 10 days. 

3. I deposited a check in the amount of {$460.00} with NO HOLD and withdrew the {$460.00} three days later. Now, a month later I can not have access to a check for 10 days. 

4. I do not believe no one has the authority to remove the 2 holds on my check. 

5. I don't believe there is cause to delay access to my money, especially during a pandemic.

6. RULES CAN NOT BE CHANGED IN THE MIDDLE OF THE GAME. First, I was told the check was on hold ; I assumed the entire amount because I was not told any details. Then I was told I had access to {$220.00}. Then I was told I had access to {$220.00} the following day and {$470.00} on XX/XX/XXXX. Then I saw on my online banking that a 2nd hold was placed on my {$700.00} check for the entire amount and ZERO was available until XX/XX/XXXX. Then I was told I had access to {$470.00} and that {$220.00} would not be available until XX/XX/XXXX. Then I was told again I had XXXX access to the {$700.00} until XX/XX/XXXX. 

7. I DEEPLY regret not reading all the bad reviews this Bank of America location received before I opened an account there. I could have avoided all this aggravation if I had chosen a better bank to do business with.

8. Bank of America caused me to become a victim of their unjustified harassment. There is no just cause for my receiving this treatment. Period. 

9. Included in the package when I opened my account on XX/XX/XXXX was an " Overview of key policies and fees '' ( see screenshot # 12 ). It states : " If we place a hold on your deposit, we will let you know the hold reason and when the funds will be available for you to use. It is typically provided at the time of the deposit but may also be mailed later. Deposits greater than {$5500.00} and checks deposited within the first 30 days of account opening may be held longer. '' ~~ I would like this issue resolved immediately. 

Please contact me at your earliest convenience. Thank you for your time.

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