Consumer complaint received 2016-09-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
There is potential stealing ( civil fraud ) or complete incompetence on the part of the BofA branch in XXXX Wa. 
The branch is located on XXXX XXXX. 
The individuals involved are a Representative-XXXX and Branch Manager-XXXX Since My fathers death XXXX years ago, I have deposited {$1500.00} dollars written from the XXXX XXXX XXXX XXXX every month with no issues. My parents have been with that branch for many many years. Also since my father passing I have PofA. 
On XXXX XXXX, 2016 I was helping my XXXX XXXX XXXX mother balance her checking account. I pulled the BofA statement and found that the XXXX deposit from XXXX was put in the account twice on XXXX XXXX, 2016 and then taken out twice on XXXX XXXX, 2016 along with a chargeback fee of {$12.00}. It was a Sunday evening so I called the BofA XXXX number. They said they would delete the fee but could not answer the transactions on the XXXX and XXXX of XXXX respectively, They recommended I call the Branch on Monday the XXXX of XXXX. On Monday, I called the branch and spoke with bank representative XXXX XXXX. He indicated with their new policies, the check was risky and made out to me so it was returned. Remember my mother never goes into the bank and not much activity in her account. I ask XXXX, if that was the case why was she not informed? No response. I ask how this check was different than the last 60 months? He said the check was made out to me. I said how were the last XXXX checks made out? He would have to look but advised me to go back to my bank XXXX. I called XXXX and the said the check was cleared. They indicated I go back to BofA. I got in touch with XXXX XXXX and told him the check had cleared and I needed to speak with his boss the branch manager. XXXX XXXX. He said he would have him call me. XXXX called me and had the same story and that I should go with contact the bill processor for XXXX and find out the problem. Remember, my account does not have the money and my mother 's account does not have the money and this is the middle of XXXX. I called the processor and they said that I would have to talk to XXXX. There were XXXX calls to XXXX and XXXX calls to BofA between the XXXX and the XXXX of XXXX. XXXX indicated the check had cleared and said they would send the cleared check to BofA with a note. BofA said they did not get it. I ask XXXX XXXX if he could set up a conference call? He said we do not do that?? I ask who he reported too and he said I can not give that out?? I ask if he would participate in a call? He said he would. No customer service on this branch managers part. I ask XXXX to send the letter and endorsed check again and could we set up a conference call between XXXX, the Processor and myself ) XXXX said yes. They faxed the endorsed check over and setup the call with XXXX XXXX. I introduced everyone and explained what we were trying to do. That BofA said that the check was sent back as a risky check and that XXXX need to file a claim. The processor spoke up and matter of fact said, XXXX XXXX I am sending you an affidavit that says the endorsement is not Bank of American and when I get it back I am opening a fed case. The phone went silent on Bof A side. I ask if the conversation was recorded. They said yes. About 45 minute later, I get a call and was told by XXXX XXXX the were issuing a counter credit for {$1500.00}. I said great but I still want to speak to your boss. Will have the boss call you. Never happened. Went to two Bof A complaint lines which are outsourced. Never heard anything. This smell and old people should not be taken advantage of. The check was not risky, it was cashed by BofA and the employees were lying. Something needs to be done is why I am reaching out to you so it does not happen to others. Almost smell like a XXXX situation whereby big banks think they are above the law.

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 monetary relief