Consumer complaint received 2021-06-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2021 I woke up to my debit card being cancelled by Bank of America. I immediately called them to find out what was going on and the representative stated that they the Bank has decided to CLOSE my account. They also stated that it didn't matter that I had bills pending and transfer of {$500.00} that was made the same day they closed my account. I was not satisfied with the answers I was getting so I went inside the XXXX XXXX, CA Branch I spoke with the woman and man at the door. They asked for my ID and Debit card and stated, " That is crazy that they just closed your account it is still active I see everything looks good we don't know why they did it. You been here for 14 years. '' They gave a number to call Risk Department XXXX. I immediately asked them if they could reverse the transfer of {$500.00} that was sent to me to the person who sent it. They stated, No the account will be closed tomorrow XX/XX/2021. So I walked out and called the Risk Department spoke to an XXXX. She stated, " The bank decided to close your account there is nothing that we can do? '' The money in your account will go it into a Cashier check tomorrow XX/XX/2021. 20 minutes later the Branch Manager from XXXX XXXX, CA called me and told me she called the Risk Department to ask them why are they doing this and also to make sure the customer receives her money because she saw that I had bills PENDING. She stated, " I asked them why did they close your account and they told me it was a PRIVATE matter between us and the customer. '' She then proceeded to ask me if they told me why I told her NO they did not. She told me to wait for my cashier 's check that will be mailed out on XX/XX/2021 and 7-10 business days I should receive it along with the letter of why they closed my account because by law they have to give me money and the reason they owe that to me. I thanked her for her call. XX/XX/2021 I called around XXXX the XXXX the representative just to see if they mailed out the cashiers check she told me yes the amount of {$760.00} is mailed out and I should receive it 7-10 days from today. Around XXXX I called the Risk Management Department just to double check if the Account had been closed and the Cashier check mailed. The Representative told me " No we have not mailed anything the account is STILL OPEN and wont be CLOSED until XX/XX/2021. '' I could not believe what she was telling me. I informed her that the Branch Manager in XXXX XXXX, CA and the representative this morning informed me that my cashier check should be mailed. She stated, NO that is not what is going on. I explained to her that I have responsibilities and Bills to pay and I am taking care of sick loved ones I need access to my funds they are mine anyway. She stated, " I can put in a request so that you can go pick your funds up, but that will take 3-5 days you can call us on Tuesday. '' I asked to speak to a Supervisor and she stated, " I would hate to have you on HOLD for hours, I was just on 2 other calls for hours and the customers hung up. '' I then asked her how would she feel if it was her, her mother, her sister and she had sick ones she cared for and could not do anything for them because of this situation. I just could not believe what I was hearing {$760.00} is tied up and I have no ACCESS to my OWN money. NO fault of my own this bank just closed my account it is totally ridiculous. On top of that they don't even want to transfer the money back to another Bank of America customer who did a transfer into my account. Another thing the representative told me even though my Account is closed money can go in, but just can't go out. This is very unfair and totally a disgusting system. If the account is CLOSED all funds should be rejected and I should be able to get my funds that are rightfully mine out.

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