Consumer complaint received 2017-08-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
To Whom It May Concern, Bank of America was the first bank in which I opened an account when I arrived in the USA in XX/XX/XXXX. I had both a checkings and a savings account with them, and through them I managed to get my first credit card, to build a credit score. Over the past few months ( I would say sometime in XX/XX/XXXX ), it has come to my attention that the Bank has some issues that required me to call them to update some information. I called them. At the forefront of the issues they had was the spelling of my last name. I specifically, when I opened my account, made it clear to the person assisting me in doing so that I have a double last name ( with no hyphen in between ). I also told them I have no middle name. I was anticipating a scenario where the first word of my last name would be mistaken for a middle name. My first debit card appeared to have my name correct. However, after subsequent debit card changes ( due to card expiry and other reasons ) I found that my name was written as XXXX XXXX XXXX, instead of XXXX XXXX XXXX ( XXXX XXXX is my 2-worded last name that I indicated to them when I opened my account ). I thought it might be because my name would otherwise be too long, so they abbreviated the " XXXX '' portion. But apparently, one of their operators made the mistake I warned them about, and thought my first name is XXXX ( which is correct ), my middle name is XXXX ( I have no middle name ), and my last name is XXXX ( my last name is " XXXX XXXX '' ). This appeared to have triggered some sort of discrepancy, prompting them to try to contact me for clarification in XX/XX/XXXX. Indeed, I called them, and after much explanation, the dispute was settled, and my checkings/savings accounts and credit card were unfrozen ( or so I thought ). I suddenly, during XXXX, received a notification that I no longer have a savings account. I logged into my electronic account, but no savings account existed anymore. I tried to pay my Bank of America credit card debt, but could not do so because my account was fully frozen, again. I called to inquire, and after channeling me through a pipeline of costumer service representatives, they coldly informed me that they again needed clarifications about my account. They said that they have been trying to contact me since XXXXXX/XX/XXXX by mail, but according to them there was no reply. This could not be further from the truth as I did contact them in XX/XX/XXXX, in response to a mail I received from them, and the issue was settled. I told them I will gladly answer all the questions and clarify any issue. They asked me the same generic questions ( what is your full name? What is your date of birth? What is your SSN? What is your profession? What is your source of income? ) and I answered them, surprised about how they somehow did not update my account and led me to this mess. After I provided them with all this information, they told me that they are closing all my accounts anyway ( which infuriated me as they could have told me they were closing my account from the start and spared me the hassle and insecurity of sharing my personal information with someone who did not need to share my information unless it will make a difference in my bank account status ). They told me they will mail a check with all my money by regular mail, to be received in 7-10 days. I inquired how they can do that so casually and unilaterally to someone who has been their costumer for many years, someone who has never been late ever paying my credit card payments. I felt that the least they could have done is send me the checks in secure mail or overnight mail, as I have payments to conduct and bills to pay. I really do not know what to say about this, or why this can ever happen. I kept wondering whether me being a XXXX person in this country played a role, as I vaguely remember that they did say that certain nationalities have more difficulties than others opening accounts. But I am a legal XXXX XXXX on a legal and valid XXXX XXXX, and it really does not make an inkling of sense to me. My co-workers advised me to contact the CFPB for assistance, not just for me, but for everyone who may find himself/herself in my situation, with all the hassle it entails.

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