Consumer complaint received 2024-04-08
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION ()

SUPPLEMENTAL INFORMATION CONCERNING COMPLAINT XXXX PREFACE Since my initial complaint of XXXX XX/XX/2024 to CFPB, my unceasing contacts with Bank of America have begun to merge in my memory. Thus, some of the chronology may be slightly out of order, but all are actual events that have transpired since my initial submission. 
XX/XX/2024 XXXX. In preparation to close my savings account, I tried to register two money management firm recipients to receive international wires from me into their USD accounts. 
a. NOTE : I had been advised that my XXXX XXXX status waived any international transaction fees for a dollar-to-dollar transfer. ( recorded ) 2. Each attempt alleged USB key was not familiar. This is despite successfully using this same key for two test transactions in 2024 to my French bank, XXXX XXXX ( XXXX and {$10.00} ). 

3. I continued to try, and again, without warning, my account was blocked because I exceeded the number of transactions allowed a. A computer screen message provided a specific phone number for assistance. I called, and because I live in a Euopean time zone, the office was closed. I was however first entertained with multiple messages, including what your bank does for the military before I was advised the offices were closed. 
b. I called the executive offices ( as previously instructed in writing and recorded ) and left messages. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX my point contact and BofAs resolutionary specialist ) never responded to my voice mail messages ) 4. On XX/XX/2024 I telephoned the suggested number to coincide with the nine-hour time difference. The representative was very cordial, agreed my account was blocked and put me on hold while he spoke with a colleague to unblock the account. The call lasted approximately XXXX minutes. A recorded message suddenly replaced my holding status with : Your call is very important to us and the next available representative will be with you as soon as possible a. Thus, my original contact was disconnected and with yet another representative I again began the process. 
b. The representative advised me he was not authorized to perform this transaction but would transfer me to Tech Support. He very kindly stayed on the line until I was connected.

c. Again, I encountered a cordial representative saying You are in the right place, I can help you 5. I began again. 
a. Multiple versions of identifying confirmation were once again given. The representative profusely apologized my account was blocked and together we would reinitialize my USB key. 
b. She successfully uninstalled/reinstalled my key which resulted in a message that BofA did not recognize the key i. She asked, and I confirmed, that I had a second USB key, but not at my fingertips. She advised me she could stay on line for only one minute and I told her I could not guarantee the 60 second search constraints. ( the irony of the disparate on hold times was not lost on me ) ii. Another phone call, another representative, another summary of the problem, another at-tempt with the replacement USB and another response that the bank did not recognize the key iii. I confirmed it was a XXXX high security key purchased from XXXX XXXX. My IT provider confirmed several days earlier that my computer was functioning correctly and the problem appeared to reside with the bank. 
c. Another attempt resulted in Problem with processing request. System temporarily unavailable. Please try again later d. Another try : while on hold as the representative was resolving the problem the phone call discon-nected. I falsely assumed that after all the time she invested on our call ( and my documented his-tory ), she would telephone or email me as a follow-up. She did not. In fact, the only time BofA has called me is when they received my complaint ( XXXX ) to their executive offices and to the CFPB.

6. I now have an uninstalled USB key which can not be reinstalled without a security code via a USB key or a US cell phone number. In other words : I CAN NOT ACCESS MY FUNDS.

7. At some point ( chronology blurred ) XXXX XXXX told me : a. I would need a notarized letter for transfers over {$25000.00} and I would need to leave {$50.00} in my account. Why was I not told this before? Her reply ( recorded ) Im telling you now. 
b. I lost my composure, interrupted her and recited a litany of incessant problems with the bank and also pointed out a notarized statement in XXXX could not be obtained in XXXX. 
i. More precisely, I could obtain an official, notarized translation but it would cost XXXX. And of course, would BofA recognize a foreign version of a notarized document? 
c. She snapped back ( paraphrased ) that she was trying to explain things but I would not let her talk. I said I was as annoyed with her as she was with me not the finest of moments for either one of us.

8. She volunteered to close my savings and send a USD check by regular mail to my home in XXXX : a mailing that can not be tracked nor provide recourse if it is lost in the mail XXXX XXXX in Client Escalations ( well named ) advised me registered mail was not an option. ( recorded ) a. While receiving my funds in USD in XXXX is possible, the inflated exchange rates and service charges are hefty and not in my best interest. XXXX XXXX advised me it is done all the time. 
ADDITIONAL, RELEVANT INFORMATION I wish to close my Savings account, but can not without a code I wish to deposit my money to another USD account, but can not use my USB key or a XXXX phone number and without coordinating times and schedules on both sides of the XXXX. 
o In order to transfer 100 % of my funds, I need to formerly close the account. but where do I put my money without entering where to transfer the money? 
About XXXX XXXX, as a test, I tried to wire {$10.00} to my French account. It went through without a XXXX XXXX and without a code sent to a US cellular phone!

o How is that possible? 
o Is {$10.00} below the amount that needs the banks protective security? 
o What sum is considered enough for a security protection? 
o Is it not possible that fraudulent transactions can occur {$10.00} at a time? 

Why, several years ago, when I replied unfavorably to a bank-initiated evaluation of a customer service transaction did BofA send me {$5.00} for a a cup of coffee as recompense for my inconvenience?

o Thus when, in frustration, I commented to XXXX XXXX, I was beginning to feel I should be compensated for my major inconveniences and missed opportunities to transfer money when rates were favorable, she replied we do not offer recompense ( recorded ) Again, the irony was not lost on me. 
A recent email from BofA stated my initial complaint was still under review and a reply would come within 60 days. 
o What do I do during these two months to access my funds and avoid further inconveniences?

CFPB ASKS WHAT DO I CONSIDER A REASONABLE SOLUTION?

The first time I offered two solutions. My first solution remains intact, but the second solution is no longer an option Now, I also wish to be compensated for o the missed opportunities to transfer funds to a money management firm in XXXX with a USD account when the rates were lower than they are today. 
According to XXXX XXXX recorded comment, my status as a preferred customer entitles me to waived international transaction fees. ( a transfer of dollar to a dollar account ) o I wish to be recompensed for lost time, emotional upheaval and being put in the humiliating position of borrowing money from my aged mother-in-law because I could not access my money. 
o I have lost hours of being available to perform my revenue- producing work because of time dedicated to this problem. 
o Despite this XXXX and XXXX relationship, I urge you to rectify my experiences fairly, and not with a voucher for a cup of coffee.