Consumer complaint received 2022-07-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Bank of America totally XXXX  me. I have really been paying attention to my account lately instead of trusting them. I have been with them since XXXX and they treated me like XXXX. I just got locked out of my home on Friday because I couldnt pay my remaining mortgage. Its a new home so the owner is strict. My husband got paid deposit his check and I went to pay my bills on the XXXX of XXXX and had a charge for XXXX  XXXX. I haven never used them. XXXX. I immediately called Tuesday morning and tried everything. I began calling at XXXX and held for 1hour. Went into the branch on XXXX XXXX and XXXX and XXXX XXXX told me To continue to hold on the line. Now 1 hour and twenty minutes. He told me I was on the right track and he couldnt call because he would be on hold just as long. He left me in a office and walked out. He Came back once to see if Someone answered and never returned. XXXX never even pulled up my account to look and see w cay what the issue was. I Left and finally someone answered the line and then hung up. Called back by this time was almost XXXX XXXX. Finally got to the claims department they said they were sorry and they would Escalate it and it should fall off in 3 days. 
They put a stop payment on the charge also. As I continued to call on Monday they continued to give me the run around. I called XXXX XXXX and filled out a Form and I havent heard anything from them. By XXXX I was exhausted. Woke up to see if the charge fell and it was still there. I proceeded to follow up with multiple reps on Wednesday and the said Im sorry we understand but you need to wait. Its processing its nothing we can do. Went into the branch on Wednesday because I needed to pay my mortgage. Went for XXXX and XXXX. Spoke with XXXX XXXX. At least she took the time To pull up my account but she was not able To help me. She was extremely nice. Left the branch around XXXX. And proceeded to make Two additional calls the reps trying to get help and they told me to apply for a loan. XXXX called On Thursday to get the status ans they said It was illegal to touch the charge while Processing. Cant explain why but said Im sorry and it would fall off by XXXX. Called The claims department around XXXX and they stated it was escalated and it now takes up to 48 hours. Woke up Friday and I was embarrassed and emotionally defeated. My landlord locked me out. I got paid and was able to pay at least XXXX. XXXX will go through hopefully Monday but my XXXX is still pending. I have a cable bill coming through and I put XXXX in my account by pawning my wedding ring. All this because they couldnt fix my account. One of the apps I used is now Locked because my card was Shut down. It has been one thing after another. Called Friday and they said apply for The loan. XXXX. Yes no. Today is Saturday. Called this morning and because the claim is still processing they said probably Monday But they have until the XXXX to Respond. I Locked out no wedding ring and they find this amusing. They control peoples livelihood. I am Hurt and tired and I dont I understand. One mistake can cost someone everything. Theirs bank stopped a charge on XX/XX/XXXX But didnt think to ask me about a XXXX charge. That was my husbands check .things are bad and I need my money. 
I have never been in this situation. I looked at my account now and it is still processing. The airlines was called again today and their XXXX is not good. I dont even have a passport. 
I know nothing about XXXX XXXX. Also I was so desperate to go home I applied for the loan for XXXX and was denied. So why do they tell people if they know they cant help them. That should be based upon your deposits. I am Absolutely miserable.

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