Consumer complaint received 2024-10-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION ()

Subject : Complaint Regarding Account Access Block and Lack of Remote Verification Options Dear Consumer Financial Protection Bureau ( CFPB ) : I am writing to file a formal complaint regarding the blocking of my account with Bank of America and the lack of alternative solutions to restore my access. I am currently in a situation that prevents me from physically visiting a branch, as my XXXX student visa for the United States has expired, and I am now residing in my home country, XXXX. 
Nowadays, Bank of America has blocked my access to both the mobile app and online banking, preventing me from conducting any transactions or accessing my funds. Despite my efforts to communicate with the bank to resolve the issue, the only solution they have offered is to visit a branch in the United States, which is impossible due to my current immigration status. 
It is important to note that my debit card still works, but I can not manage transfers, payments, or check balances via the mobile app or online banking. Given my situation, the bank should offer reasonable alternatives to verify my identity remotely and restore my account access without compromising security. 

Suggested Solutions for Secure Identity Verification : 1. Video Call Verification : I propose that the bank allows a secure video call in which I can present my identity documents in real-time, ensuring both security and visual validation of my identity. 
2. Submission of Documents via Certified Email : I suggest being allowed to send scanned copies of my identification documents to a certified Bank of America email, so they can verify the authenticity and cross-check the documents with my account records. 
3. Two-Factor Authentication : If the bank has my phone number or email address on file, they could send me a verification code to restore access to my account. 
4. Authorization of a Third Party in the U.S. : If necessary, I can authorize a trusted person in the United States to visit a branch on my behalf with the necessary documentation. 
5. Validation Through International Branches or Correspondent Banks : If Bank of America has partnerships with international banks or correspondents in XXXX, they could verify my identity through those channels. 

Reasoning : The bank should show flexibility in my case, as the remote verification methods I have suggested are secure and are widely used by financial institutions globally. Requiring a physical presence at a branch when there are secure alternatives available is not an adaptable practice and does not consider the realities of customers who, like me, no longer reside in the U.S. or can not return due to immigration or personal restrictions. 

Supporting Documentation : Please find attached a document that serves as proof that my authorized stay in the U.S. under the XXXX visa has expired, further demonstrating why I am unable to visit a U.S. branch. 

I respectfully request that Bank of America considers one of the suggested alternatives so that I can regain access to my account securely and without further delays, as I currently have no access to my own funds. 

Thank you in advance for your attention and support in resolving this case. I look forward to your response. 

Sincerely, XXXX XXXX XXXX XXXX Card Number : XXXX XXXX XXXX XXXX Cll XXXX # XXXX XXXX, XXXX