Consumer complaint received 2020-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
BANK OF AMERICA HAS RUINED OUR XXXX!! We live paycheck to paycheck & my husband & I have a joint account. My husband works in the middle of nowhere XXXX  on a XXXX  for XXXX XXXX out of XXXX for the last 10 yrs. We receive his check in paper form while trying to set up dd. We have had this account since XXXX. I mobile dep when hes away & when hes home he cashes in person locally because like I said we have been living paycheck to paycheck. We live 2 hrs away from a BOA. His check I received like clockwork the Thursday before XXXX I tried to mobile dep & had a limit of XXXX left so I could not mobile dep. I drove 2 hrs away that night to XXXX XXXX  to a BOA atm just to see a XX/XX/XXXX hold would be attached so I cancelled the dep knowing I could not do that. Our electricity would be turned off, we would have no food, my husband would have no food or be able to get home. Much less have any XXXX for family. So I took what little money I had drove to XXXX XXXX  the next day & tried that ATM & it said the same thing. So I stayed the night in my vehicle to go inside a BOA on XXXX XXXX in XXXX Saturday morning the XXXX at XXXX. I take the check inside & tell the lady what all Id been through, she apologizes & takes the check to deposit. Tells me the funds will be available Tuesday morning & gives me a receipt. Does not mention a hold of any kind. I think everything is good, I was in at XXXX XXXX and out at XXXX. I drive home barely having enough gas to make it. I check my app when I get home just to see they put a hold on the check til XX/XX/XXXX. I immediately call to complain & get a manager that tells me to call back the following Tuesday morning the XXXX which I do. The manager on Tuesday says they would release the funds if they could but its stuck in processing. Tells me they understand!!! Understand???!! Understand that we will have no food through XXXX, no electricity, my husband will have no food at work or be able to get home? My husbands payroll check has normally rolled over the next day w mobile deposit. Seems excessive to put a 9+ day hold on a check thats funded from BOK & both banks are instate & XXXX  check has been deposited many times before! I cried & pleaded to these people to no avail! I cried the entire day on Tuesday & Im devastated that our family cant celebrate XXXX because they choose to withhold funds XXXX a normal amount payroll check thats rightfully ours! I pleaded with them to extend an overdraft limit so we could at least try to salvage our XXXX but no! This is a nightmare! Can anyone help us? Does anyone care! No one Else should have to go through this! This cant be acceptable!! If their BOA employee would have even mentioned a hold to me I would have taken the check & left to look for other options. I was told the bank employees cant see if there will be a hold ( but the ATM can? ) I told this lady the entire reason I was there! She could have told me that she couldnt be sure that there still wouldnt be an extreme hold On the check, but never a word! Just everything is fine heres your receipt & funds will be available on Tuesday morning!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief