Consumer complaint received 2016-04-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
I am not an XXXX so every year Bank of America requests that I show proof of residency. This year I only received a phone call in which the BoA representative left a voicemail. Being familiar with the process, I figured the written request may have gotten lost in the mail and on XXXX XXXX, 2016, I took it the usual documents to the BoA financial center located at XXXX XXXX XXXX, XXXX, XXXX XXXX. I explained the situation to an associate, provide him the documents, and asked him to make sure that there will be no interruption to my banking services. He checked my documents and account and then assured me that everything was okay. On XXXX XXXX, 2016, my credit card was declined. I checked my mobile app and there was no warning attached to it. It was n't until I corresponded with a BoA online representative that I found that all of my BoA Checking and Savings accounts were frozen and my BoA Credit Card was closed. The associate stated that this situation is being handled by a special department and there was nothing that she/he could do. The following morning, I went to another financial center ( XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. After a bit of investigation, the representative told me that the documents that I brought in to the XXXX XXXX XXXX branch had not been uploaded into the system ( despite the assurances that I received on XXXX XXXX, 2016 ) I was told that I would have to wait until Tuesday, XXXX XXXX, 2016 for this " special department '' to come back from holiday. I called the bank first thing in the morning on XXXX XXXX. I provided the documents again and the freeze was lifted from my account. 

However, this 5-day freeze is causing me to lose my career. 

Every year I have to apply for my work permit. I had issued a Check ( # XXXX ) for the amount of {$380.00} to XXXX XXXX ( copy enclosed ) to re-new my work permit. The check had reached the bank of Friday, XXXX XXXX, 2016. Due to the freeze to my account mentioned above, Check # XXXX bounced and now Bank of American does not have any trace of it. Due to not receiving a payment, XXXX ( XXXX XXXX XXXX XXXX XXXX ) have rejected my work permit application, and hence, I lost my job on XXXX XXXX, 2016 which was the last day of my work permit. 

I contacted Consumer Advocacy of BOA multiple times corresponding with XXXX XXXX XXXX and XXXX XXXX XXXX, who requested me to provide multiple documents showing the check has bounced, and immigration rejection letter. Interesting I was using another branch to provide these documents and the same situation happened, when I gave the documents to the branch, and they told me they documents were uploaded, however XXXX XXXX told me she is going to close the case, because I did n't provide the documents. 
After multiple back and forth and countless phone calls, and letters, On Friday XX/XX/XXXX XXXX XXXX told me there was a miss communication between branch, however they will not disclose any information to me, or reimburse me for my damages, loss of my job and they took me responsible for not providing the documents. 

I explained this is unfair, because I had provide the documents, and it is the negligence of an employee who caused this situation, and interestingly, she mentioned as a costumer it is my responsibility to make sure the documents are uploaded correctly, to the system that that I have no access to, and when I ask for receipt the branch always say they ca n't provide me a receipt. 

After trying to resolve this between myself and the bank and the above answers, I have no other choice that make my complaint more public and request escalation on this case.

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