Consumer complaint received 2016-08-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In XXXX 2016, I applied online for a Core checking account. I chose the Debit card funding option and had {$45.00} withdrawn from my Fidelity bank account to fund the Bank of America checking account. I received confirmation of submission of my application. Shortly after, I receive notification my account was approved. 
Shortly after, I received XXXX seperate mailings : XXXX included information regarding my temporary password for my online account and the other contained bank disclosures. On XXXX XXXX, I could not access my debit card or online banking information. I called customer service and they informed me that my account was closed -- they could not provide any reason and said I would need to contact their Risk Department at XXXX. 
Once the representative verified my information, she began reading to me what sounded like a prepared script in a condescending tone. She went on to state that when opening the account online, I agreed to a disclosure that stated Bank of America reserves the right to close my account for any reason and at any time. She goes on to tell me that the account is closed and that I will never be able to open an account at Bank of America. After realizing that I was getting nowhere with that customer service representative, I ask to speak to a supervisor. I asked them what was the reason behind my account closure. The supervisor then curtly repeats that Bank of America reserves the right to close my account for any reason and at any time. I ask again, " But why was it closed? ". She repeats the same statement for the third time and then states, " That is the reason why. '' She said they will be sending me a cashier 's check for {$40.00}. I respond saying that it is hard for me to comprehend how Bank of America can close my account, without giving any valid reason. She tells me for the fourth time that Bank of America reserves the right to close my account at any time for any reason and then abruptly disconnects me. 
Immediately after this phone call, I walk into my local Bank of America branch. I am eventually directed to a personal banker. I explain the situation. After telling my story, she comments, " That 's why you do n't open up accounts online. '' She lets me know that the online departments are seperate from the retail branches, but says she will try to find any additional information. She asks for my social security number and tries to look up my account history. She can not find any information. She lets me know all she can see is that the account is closed. She tells me there 's no use in her calling the Risk Department as they will only tell her the same thing they told me. She gives me a card to Customer Solutions. She tells me to call the number as it is my best bet at getting this issue resolved. 
I call Customer Solutions at XXXX. I explain my story. They put me on hold as they contact the Risk Department. They come back on the line and give me the exact statement the Risk Department told me. I let the representative that it is completely absurd that they can not even give me a valid reason, let alone charge me {$60.00}. She says Bank of America will not refund the fee. I ask her if I have ANY other options to get this issue resolved. She responds, " No. '' At this point, I want to start recording names and record the shady nature of these business transactions. I ask her for her name and extension or any other information in which I can identify her. The line goes silent for a minute and then disconnects. This has been absolutely my worst experience in dealing with a bank. It bewilders me to see how Bank of America treats its new customers.

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