Consumer complaint received 2016-12-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I walked into the Bank of America near my home to open an account with a check that I received from the " State of California, Treasury '' for {$5000.00}. The bank indicated that a " Hold '' would be placed on the check and the fund would be available on XX/XX/XXXX. So I agreed to the hold but also explained to the Banker my emergency need for disbursement at that time. She indicated that they could not override the computer but XXXX $ would be available on next business day. Next business day I attempted to pay a bill and the temporary bank card declined. I went directly to the branch, told them I was having difficulty with the card. The Banker look up my information and told me that the account was closed. I called customer server from within the branch and was transfered to " risk management ''. Risk management quoted me " Your account has been closed for reasons that we do n't have to disclose ''. My reply was " Ca n't you verify the check? The check is from an accredable source, it is not fraudulent! The risk management agent indicated that the " Hold '' would not be lifted until XX/XX/XXXX. I explained that the computer generated XX/XX/XXXX as my availability date, why such drastic measures, I will not be able to pay my mortgage by its cutoff and will now have 2 behind payments. My XXXX will be ruined, I have out of town family that depends on me during this season. I then ask to speak with a supervisor, XXXX XXXX. XXXX XXXX recognized my plea, spoke with the assistant branch manager to confirm our arrangements. The arrangement were, " customer will come in branch on XX/XX/XXXX to pick up a cashiers check ''. I left the branch comforted. Mid week I did a follow up call, I spoke with a call center representative " risk management '' to confirm our agreement. The representative confirmed notes WERE in the computer stating, '' customer will p/u cashiers check in branch AT XXXX PER REPRESENTATVE. I hung the phone up and waited for Tuesday XX/XX/XXXX. On XX/XX/XXXX I entered the branch anticipating my day. Today was the day! NOT TODAY. The bank indicated that the account was frozen and fund could not be disbursed. I told the manager to call risk management per their request, to issue funds in a cashiers check at branch location.. Well that was untrue ... risk management lied to me. Lead me on to believe that the check would be available upon clearing. Even tho they treated me like I had committed a crime by shutting my account down, not wanting to disclose why, and not holding up to their part of the deal as noted. They erased the notes in the computer, not recognizing the fact that notes were made prior and confirmed. They also indicated that the fund were in the account on XX/XX/XXXX and I should have withdrew the funds then. Who says that! A courtesy call should have been made if the fund were ready for release. Now they say It will be an additional 7 to 10 Business days for delivery to my home because a cashiers check has been mailed since I did n't come in yesterday. I requested them to place a stop and reissue from the brand as promised. Per the representative, No stop payment can be issued besides that it takes 90 days for a reissued check. I have been pushed and shoved by an entity that does not stand on their word. What is their consequence for not abiding by the rules. AND Making my XXXX most unhappiest of all time!

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 monetary relief