Consumer complaint received 2016-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Bank account or service
Sub-product: Savings account
Issue: Account opening, closing, or management

Complaint:
In XXXX I opened an HSA account with Bank of America. Since that time, and despite numerous requests, BOA has not provided me with the ability to use the funds in that account to pay what are now overdue medical bills. To add insult to injury, BOA is charging monthly fees for the funds I ca n't access, and wants to charge me a fee to close the account so that I can move the funds elsewhere. 
Long Description : On XXXX XXXX, 2015, I contacted Bank of America via email with questions about opening an HSA account. A representative responded, and I followed that up with a phone call during which I was told to go to my local branch to open the HSA account. About 3 weeks later, when I had time to go during banking hours, I set an appointment ; the appointment form indicated I was coming in to open an HSA account. I arrived on time for the appointment. After waiting about 30 minutes I finally interrupted a bank officer walking through the lobby to ask what was happening and when my appointment would be met. She checked and indicated they had no record of an appointment but I had the printout showing the appointment. At that time she found someone to meet with me, and that person advised me that they could not open an HSA as it could only be done online. So, I went back home and XXXX I went ahead and opened the account on online. 
I subsequently received a letter in the mail, dated XXXX XXXX, advising me that the account was open and I would shortly receive a XXXX debit card which could be used to pay for health care expenses. I waited patiently but no card arrived. After a while ( not sure the date ), I called and was told the card had been mailed, but they could create and mail another card. The representative explained that it had been sent in a plain white envelope, so maybe I missed it. I told her I would recheck before having them send another card. Both my husband and I checked every piece of mail that had come in and there was no card. So, I called back and asked to have a new card sent. I was told it would be 7-10 business days. I waited this period and called after no card was received. BOA agreed to send another card. I waited and when no card came I called again. The first person who responded told me it was about a week to get the new card ready and then 7-10 business days after it was mailed. I was later told that it was 7-10 business days from the date of the request. So, I waited still longer, and again no card. I called again.I asked if I could get a card on an expedited basis as this was getting to be a real problem, and was told there was no such process available ; I needed to wait a few more days, or they could send another card and that would be another 7-10 days. So, I waited more, but again no card arrived. 
On XXXX XXXX I called and told them I was desperate. I spoke with " XXXX '' who agreed that he would apply for a new card to be prepared on an expedited basis. XXXX promised that he would have someone call me the next morning ( he was off in the morning ) to confirm the expedited card. No call came that morning. At XXXX in the afternoon of XXXX XXXX XXXX called me and explained that folks had been busy and he had been in for about an hour not able to call. He then advised that BOA had agreed to expedite the card and I should receive it in 3-5 business days. So, I waited and checked the mail every day. No card arrived on the XXXX business day ( XXXX XXXX ). After much rigmarole he advised that the card had been produced on an expedited basis but things fell through the cracks and it sat at the production site and was not actually mailed until XXXX XXXX. Further he advised that the expedited part was how fast the card was produced but it was still sent regular mail. So, if we use 7-10 business days from XXXX XXXX I should see the card by the XXXX -- making it over 2.5 months that I have not had a card.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief