Consumer complaint received 2016-12-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
I filed a complaint to Bank of America ( " BofA '' ) on XXXX XXXX, 2016. The file number is XXXX. BofA did n't address my issue and provided me a terrible service for my basic request which I did n't mentioned in the last complaint. BofA denied providing me the phone service and the document which can show me my money transfer to which phone number in the mobile transfer. Since the phone number was the most important and only information they use in the mobile transfer, they should provide me the transfer record with the phone number. I think BofA deprived my consumer rights. 
I was denied the phone service by BofA since XXXX XXXX, 2016. I went to the financial center according to the requirement of BofA immediately on XXXX XXXX, 2016. The representative of the financial center assisted me to call the phone banking using her staff code ; she reported to the phone banking that she had verified my personal documents and then she passed the phone to me. The location of the financial center which I visited on XXXX XXXX, 2016 is XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. On XXXX XXXX, 2016, when I contacted the BofA phone banking, I was informed that I had to go to the financial center and provided my personal documents to be verified. I told them I have done what they requested on XXXX XXXX, 2016. They had the record that I had visited the financial center, but they did n't know why I still have the alert of phone service. I asked them to check with the representative of the financial center who had verified my personal documents, but they denied it. On XXXX XXXX, 2016, I went to the financial center and provided my personal documents to the representative again, the representative did the same thing, reported to the phone banking that my personal documents had been verified and passed the phone to me. I asked BofA to provide me a document which can show the mistaken mobile transfer details with the recipient 's phone number. The representative of the BofA phone banking told me that they ca n't provide me the document because of their technical issue. She suggested me to find the information in the bank statement or the online banking. But both of them just can show me the recipient 's name without phone number in the transaction details. Since it was a mobile fund transfer, the phone number was the most important and only information they use, they should provide me the transfer record which can show the recipient 's phone number. I asked her to report this issue to her supervisor or upper level and call me back. She said BofA would respond to me within 24 hours. And at the end of the conversation, I double confirmed with the representative of BofA phone banking that my further phone service can be used and do n't have to go to financial center to provide my personal documents again. The financial center location which I visited on XXXX XXXX, 2016 is XXXX XXXX XXXX, XXXX XXXX, CA XXXX. On XXXX XXXX, 2016, it has been over 3 days, but no one from BofA contacted me about the mobile transfer details issue. I called them back, but unfortunately, I was told that my phone service was still denied and I have to go to the financial center to provide my personal documents for further assist. I required them to communicate with the representative of the financial center and the representative of BofA phone banking who assisted me on XXXX XXXX, 2016 to verify that I have provided my personal documents. But BofA said they ca n't provide me any phone service unless I go to the financial center and provide my personal documents. I have done what BofA requested twice, they should communicate with each other to fix this problem, not always asked their customer to redo the same thing again and again.

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