Consumer complaint received 2016-04-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX 2016 I opened a checking account with Bank of America through their website. 
After the application process was complete, I received an email stating the account was approved. I changed my direct deposit information with my employer, to be deposited into this new account. 
The next day, I logged into the account, to check out the featuers and layout of the online banking portal and it denied me access to the account. I called customer support and they said the account is in a " risk closure '' status and they forwarded me to the closure department. I spoke with a gentleman in that department and he said there are no notes on the account and that there is nothing wrong with it and it is not in a closure state or being closed. He said there must be a problem with my online ID/login. He forwarded me to another department to check on that. The department handling the online access said there is no issue with my account and thought it strange, so they created a new ID for me. I logged on successfully. This same thing happened on XX/XX/XXXX. I logged in to check out some of the online features and my ID did not work. I called again and they stated that my account was in " risk closure, for fraud ''. I called the number they provided and I was told my account was being closed and they would not give me a reason. I tried to find out what was happening to it for 20 minutes but no matter how I asked the question, they would not provide any information about the account aside from that it was under investigation and was being closed. I informed him that I had a direct deposit scheduled to be deposited on XX/XX/XXXX, and that I was concerned whether I would be able to receive the money their or if I should re-route my direct deposit so that it does not get deposited with them. He stated I would receive my money with no trouble at all. That I could go into any local branch and withdraw the money that was being direct deposited. The next day ( XX/XX/XXXX ) I attempted to log into the account again to make sure the correct address was on file, and the ID was blocked again. I recreated this one on my own, by using the account number. It allowed me access but showed a withdrawal for {$880000.00}. I did not authorize this withdrawal on the account so I called customer support, they told me I would need to talk to " risk closure '' so they transferred me back to that department again. I was told that Bank of America placed this charge on my account to freeze my account. I asked them why and they said because it was being closed. I told them what the previous support rep. had told me, that I would be able to receive money there. This new rep said that is correct, that I would just need to call them Friday ( XX/XX/XXXX ) in the morning to pick up money at local branch. The next day, I called the risk closure department and they told me the direct deposit was there, but that they would not release it. They said my account has a hold on it. I told them I needed that money to feed my family and for gas to get to work each day. They said account is under review and nothing they can do about it, but submit a request to release the hold. XXXX the supervisor submitted the request and asked me to call back later that day to check status. I called at around XXXX and was told the hold had been released and to pick up my money at local branch Saturday morning XX/XX/XXXX. Today is XX/XX/XXXX, I went in person and they said the account is locked and I would receive my money in 7 to 14 business days in the mail. I explained everything and they were not able to override that status to give me my money. I now have no way to feed my family or pay my bills, I live paycheck to paycheck and BofA is illegally withholding my money and without any reason given. I have no way to feed my XXXX year old daughter until they give me my money. {$1400.00} is owed 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