Consumer complaint received 2022-10-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
On XX/XX/XXXX I received a officials cashiers check from XXXX XXXX XXXX in the amount of {$13000.00} To be paid back to me as a refund, the check was released by XXXX XXXX. 
On XX/XX/XXXX I went to Bank of America located in XXXX to deposit my check. I was told by the representative that I would receive {$5500.00} on XX/XX/XXXX and the remainder on XXXX at XXXX XXXX  in the amount of {$7400.00}. 
On XX/XX/XXXX I woke up to check my account, and I saw The Bank of America has put a whole hold of the {$13000.00} till XX/XX/XXXX, which is a Saturday and I would not receive the money but the following Monday of XX/XX/XXXX. 
I called Bank of America that same day as into why the whole amount was placed under such a long hold, and XXXX a customer service representative from New York told me that the reason why I was unable to get it is because XXXX XXXX  has not released the funding yet. 
I then called XXXXXXXX XXXX XXXX XXXX XXXX for a whole hour, just to find out that the funding is released and it is an official cashiers check so I would have no problem with getting the money. XXXX sent me on a wild goose chase, when it was bank of Americas fault all along. 
on XX/XX/XXXX I called the branch back where I submitted the deposit to, and the branch manager advised me to call customer service again and speak to the escalations supervisor to get it released, I proceeded to ask her to connect me to customer service as it was done twice before the same day, and she denied me it. She said she cant connect me, and I told her that it was weird because I was just connected twice so she proceeded to call her associate over just to find out that she can. 
I spoke to the customer service representative named XXXX on XX/XX/XXXX and explained her my situation, she said she could fill out a report of an escalation of release of my funding, but it would take two days to process and then 3 to 4 days for a decision to be made so she said it was pointless. I asked her to connect me to a supervisor, and I spoke to XXXX who is the escalations supervisor. I told her my situation, that this check was needed for my rent and I couldnt wait, my car broke down and everything and I need my money now. She just continuously apologized and did not help me, she told me that was how I knew my account is there was no way of proving myself and thats why I had to go through longer progress but Ive had this account for four years. I asked her if I could have my official check back so that I can pick up my finances somewhere else, and again she denied me my own check back. 
Bank of America has lied to me, and has no problem with putting me and my children on the streets over an official check regardless of the customer. Im beyond frustrated and scared because of what they are doing to me.

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