Consumer complaint received 2022-05-14
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:
XX/XX/2022 My brother transferred {$300.00} to my XXXX XXXX checking account via XXXX. I withdrew {$150.00} from the ATM machine, and then my brother transferred another {$300.00} to me on XX/XX/2022. The few XXXX dollars in the card was used to pay for the medical treatment on the same day. I was on XX/XX/2022. At around XXXXXXXX XXXX, I opened the XXXX of XXXX XXXXXXXX XXXX. When I found that there was only XXXX dollars left, I contacted the XXXX customer service XXXX Bank of America to ask the reason. After the customer service staff asked me to wait, they did not tell me the reason, but asked The manager at the time, a man, talked to me, the man told me that the amount in my account was frozen at XXXX. Unknown reason, I can't check the specific reason, please give the bank more time to understand the detailed reason, I was full of doubts, and I told the man manager at the time, I needed to go to the hospital, The male manager told me to wait for the next day, and the funds will be restored. If there is any problem, you can call customer service. I told him that the next day is Saturday, and the customer service of the XXXX department is closed. I do not speak English and can not Communicating in English, he told me that there is a possibility to ask for an interpreter, There is no other way, I can only accept it, wait for the next day, still there is no change in the account, I called the XXXX customer service, but I was told that there is no translation, I can't continue to express my appeal, I am desperate The acceptance of the fact that I was deliberately delayed in this way, I finally called the XXXX customer service number of the bank early in the morning on Monday, and explained the process and the request to check the amount of XXXX. I was told that my other checking account owed money to the bank and was closed. XXXX was deducted by the bank into the closed checking account. I didnt understand more. The customer service suggested me to contact the department responsible for debt collection, so I I contacted the relevant department and asked for a XXXX interpreter. The staff said that I had XXXX arrears checking accounts closed, and I owed the bank money. They could deduct the money owed to the bank at any time without telling the user. The question I raised at the time, the attitude of the staff would not answer me. After I hung up the phone, I was very aggrieved, but because I didn't know English, and I didn't remember the account number in the previous account application, it seemed that apart from despair, accepting this unfairness was just the beginning. At that time, I didn't have time to ask about the details of the process, and the staff wouldn't really help, so I could only borrow money to go to the doctor as soon as possible. On the evening of XX/XX/2022, my friend transferred me XXXX, and I I tried to take it out at the ATM, but it showed that my card was frozen and I needed to contact customer service. I couldn't speak English, so I could only wait for the next day. 

At XXXX the next day, I immediately contacted the customer service of the bank at noon and asked the staff why I had just received the updated card for a few days after the inexplicable transfer of the money, and the card was frozen again. The customer service told me that I was The card I just received has expired on XX/XX/2022, the bank will send me another new card, I will receive it in about 7 days, I forgot My mood at the time, I asked the customer service, I just received the card a few days ago, why did I change it again? And on XX/XX/2022, when I found out that there was only XXXX yuan left in the card, I asked the customer service and the male manager at that time. At that time, the manager could not give a reason. How could it be shown that I asked for a new card on that day? Later, I communicated with the bank, but their attitude was too obvious. Later, I asked how I asked for it. When replacing the card that was just received at that time, the customer service changed the statement, saying that if the bank security department thinks the account is suspicious or abnormal, it has the right to directly help the user to replace the new card. Therefore, I pursued that the bank has the right to do this to protect the security of the user 's card, so should it tell the user to change the card instead of deliberately delaying the time, and the checking account can be overdrawn by a negative amount of several XXXX yuan? Then the checking account can be overdrawn, then the check bounced is contradictory, my questions have never been answered I can't speak XXXX, I have received unfair incidents, I want to know if I don't understand the rules, or this It's unfair discrimination. 
need to check the information before I appeal, and the maintenance of the official website hates me submitting this report, in the process, Bank of America debits my account another XXXX dollars on XX/XX/2022. I called the customer service, and the customer service also said that it could not be viewed, but it was only displayed in processing, and then I thought it was the same way.

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