Consumer complaint received 2021-01-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
I called Bank of Americas EDD department regarding my government prepaid debit card at XXXX  XXXX XXXX XXXX approximately 6 days before XXXX XXXX, 2020. I lost my card. I had an emergency and needed funds from my account immediately. Bank of America XXXX B of A XXXX promised they will send {$290.00} via XXXX XXXX the same day. I was fully authenticated on the telephone and was instructed to call back in 6-8 hours for my confirmation number. I called back the next day ; B of A indicated my confirmation number was unavailable. I was then transferred to their risk department to be authenticated in tier 1 and tier 2. After being successfully authenticated in tier 2, I was instructed to call back in 6-8 hours for my confirmation number. I called B of A the following day and was told my confirmation number was unavailable. I continued to call back everyday. It took until XXXX XXXX, 2020, to finally receive my confirmation number. The hold time for B of A on each call was one to two hours long. I was on hold with B of A for over two hours six days consecutively. Due to the long hold time, I instructed each B of A customer service representative to call me back in the event my telephone disconnected. Every customer service representative refused and said they will not call me back if my call disconnects. B of A promised I can receive two XXXX XXXX transfers of {$290.00} each in a six week period. I requested a second transfer on XXXX XXXX, 2020. After being fully authenticated, I called back 6-8 hours later. Again, B of A indicated my confirmation number is unavailable. I was transferred to risk and was authenticated in Tier 2. I was instructed to call back the following day for my confirmation number. The next day, B of A indicated my confirmation number was unavailable. This continued everyday until it became harassment. I continued to successfully be authenticated in customer service, risks tier 1 and tier 2. I spoke with supervisors in B of As XXXX department and received apologies on innumerable occasions. The hold time each day was 1-2 hours long. Moreover, the hold time for each transfer to other departments was an additional hold of 1-2 hours. My telephone disconnected on one occasion and had to call back to remain on hold for another 1-2 hours to repeat this process. Also, on one occasion, when risk transferred me back to customer service my call was disconnected and I had to call back to be on hold for another 1-2 hours. It is harassment to be promised by B of As customer service agents my confirmation number will be available in 6-8 hours when that was never the case. It was so bad I was never able to receive my second XXXX XXXX transfer of {$290.00} which I am entitled. The essence of this transfer was for an emergency. And during my emergency, B of A did not provide my money upon request even though I was successfully authenticated. In addition, during the authentication process B of A asked What is this money for? They said the question is part of the process. It is none of B of As business what the money is for. This is the worst experience I had with any bank in my lifetime. Their long hold time was egregious. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.

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