Consumer complaint received 2023-05-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I went to the ATM for a check deposit for my sister who is the payee. She endorsed the check to me and I deposited the check in to my account. I received an ATM slip that stated the funds would clear on XX/XX/XXXX. 
On Monday XX/XX/XXXX I randomly checked my account for a payment I was expecting from my business and noticed that my account was in the negative so I went in to the nearest branch to find out what was going on. The gentleman that assisted me told me he wasnt sure why my whole account was on hold and gave me a print out of his screen as well as a direct number to the fraud department. He also told me that I can send a receive funds through XXXX only. That was false I couldnt pay or receive anything, I tried using cash app and couldnt because of a the bank. 
I called the fraud department and spoke to an agent who told me that my account is under a 48 hour review for suspicious activity and I let her know theres nothing suspicious for me to report, I personally deposited the check and my sister endorsed it to me. The lady told me she didnt have any further information so I asked for a superior. 
The supervisor got on the line and stated she has no information but my account is under a 48hr review so within the 48 hours the hold will be released and to call back at a later time. Though I was very upset and didnt know what I was going to do to feed my family, pay my bills etc for the next 48hours I went a long with the process since I know this isnt fraud on my end. 

I called back on XX/XX/XXXX between XXXX to check the status since Ive been checking my account every few hours for the past 48hours to see if the hold was released and it wasnt. The representative told me its still frozen and they should be working on it as we speak so call back a little later. Now Im getting XXXX because I know something isnt right. 
I then receive a call from the fraud department at XXXX stating they need to verify the check and did I know who the payee is and I told the lady yes it is my sister and she is the C.E.O of our very famous family business and she is the person that endorsed the check to me. The lady asked for her phone number which I have it to her and she asked me to inform my sister that they will be calling so that they can get an answer. 
They called me sister moments later and it was nothing but silence on the line. The call disconnected. My sister called back and got the credit card department. She told the representative that she just received a call but there was no one on the line so she is returning the phone call. 
The agent asked for her account information and she told her that the account was in her sisters name ( me ). She is calling to verify a check. The agent said you need to have your sister on the line as well to verify so you both need to be on the phone. 
My sister then called me on the conference call. We were both on the line and we were transferred to another agent who was unaware of the phone call that I originally received because there was no record of the call. I explained again what was taking place. The agent read the notes and stated that she will send us to the right department. My sister and I was transferred a third time to another agent that stated nobody called me or my sister because there was no record of the calls, and I was adamant on the call that I received with a specific time the agent stated that was not OK for someone to call me and and my sister and not notate it giving a reason why, and that she ( the agent ) will file a complaint against that person ( the other agent ). 
The agent then goes on to say, let me speak to my associate to see if you can receive further assistance because I can not help you in this department so we were retransferred a fourth time. 

The last gentleman that got on the line stated that my account is still frozen and it is under review by an internal department. I then said the review should be over by now. It has been 48 hours. Can you tell me what is going on we have verified all the information that you have asked, why is my account still frozen and who called me at XXXX requesting to speak to my sister to verify that she endorsed the check over to me is this fraud taking place? Are you even with the bank? The agent stated yes I am and you received a call from one of our agents because she wanted to verify and notate that so I will update your account and let the agent know that you and your sister did verify you can call back later today to check the status of your account. Finally the agent said if your account isnt released by the end of the day you can file a complaint, we ended the call. 
I waited a few hours and called back. I spoke to an agent who said the same exact thing to call back within 24 to 48 hours because my account was still under review. I then stated this is the same thing that I was told on Monday. Today is the 48 hours, the agent then said 48 business hours I stated Monday to Wednesday is 48 business hours. He stated he had no further information. I asked to speak to a supervisor. 
A supervisor then got on the line and I explained what happened again. He checked out the notes. He stated how apologetic he is, and that this situation is very unfair and unfortunate and he wish that there was something more that he can do, but the notes on the account from the internal department states that if I call in to tell me to call back in 24 hours because my account is on an extended review, I then asked why has this been extended when I have done everything you all have asked I can not feed my family. I can not pay any bills. What am I supposed to do? How are you guys going to compensate me for this? The supervisor stated he wish that there was something more that he can do and once the review is cleared and my account is in frozen and I can call back and speak to the financial customer service department to receive additional assistance or compensation for the inconvenience, but that is all the information that he could give 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 non-monetary relief