Consumer complaint received 2016-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I am writing to file a complaint regarding customer service with Branch Manager XXXX XXXX at Bank of America, XXXX location. On XXXX XXXX, I went into the branch to deposit checks as I was waiting in line, I noticed a woman come out of the office, we made eye contact but never spoke. I turned around to continue to wait in line, being that there were XXXX or XXXX customers ahead of me. I looked around again & the woman was still looking at me. I thought it was odd, but I thought maybe she was admiring something, I was n't really sure. Once I was called to the teller, I explained to her what I needed which was, a deposit of XXXX checks and a money order. The teller asked me to swipe my card & enter my pin, I did, & she proceeded with my transaction. In the middle of it, she said my manager has to approve this transaction or something to that nature. I thought that was odd, but I said okay.The lady I was previously speaking of ( whom now I know is XXXX XXXX ), came over & started reviewing my account.She then said to me, '' Oh, so you are from XXXX, you 're a long way from home ''. I responded " I have a place here as well, my husband is here for work ''. At that point she walked away without another word, she never said hello to me to begin with, never stated her position, nor why she was coming over to verify my account, just speaking on where I was from. I did not appreciate that, but I let it go. At this point the teller is now working on my money order transaction & she asked me to swipe my card again, & to re-enter my pin for the next transaction, I did. Then she asked me for my ID, which I did not understand, because I have gotten cashier 's checks and money orders before but all I needed was my pin number. I thought this whole process was odd, but I did as I was asked so that I could be on my way.I left feeling like I was treated unfairly, especially being a customer for so long and even when I relocated from Illinois to XXXX, I have never been treated this way at other Bank of America locations, even if it was my first time. Now, here we are again on XXXX XXXX, & I went into the branch on XXXX XXXX XXXX again today & was treated the same, if not worse. I walked in the branch hoping for a better experience, but that did not happen.I walked to the teller line and waited for my turn, as I was waiting I noticed XXXX in the office sitting at a computer. I waited in line about 8 minutes or so to see the next available teller. Once I was called I explained to the teller I needed to make a deposit & get a cashier 's check. She asked me to swipe my card and enter my pin, I did. She proceeded to complete my deposits, as we had small talk, abruptly & might I add rudely XXXX comes over interrupts saying " I need to verify the transaction '' & the teller " startled '' said 'what transaction '', rudely & I mean rudely, XXXX said " THIS ONE ''. The teller quickly stepped back & let her get into the computer, I 'm just looking at XXXX like are you serious. I never took my eyes off of her, but she never looked at me, & never said a word to me, no explanation on why she was doing this, or anything. Then she just walked away to the next teller and said something to her. I said to my teller, " is there another Bank of America '' in the area., then I said because this is the XXXX time I have come here & she has come over & done this. Immediately the teller says, oh she just has to verify our paper work, she 's over here all day.Well I find that hard to believe because there were XXXX transactions going on when I came and she was sitting at her desk in her office., She did not decide to come behind the tellers booth until my transaction started. I feel as though she has a problem with me, & I can not see why othetr than the color of my skin because I have never seen her before until I came in on XXXX XXXX. ( there is more )

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