Consumer complaint received 2025-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
On Thursday XX/XX/XXXX I updated my phone number on my account and verified my email address was correct. Typically I keep my Bank of America card locked and I unlock it only when I need to make a purchase this is so prevent fraud or unauthorized transactions. When I locked my card after using it and then tried to unlock it I started to receive a prompt to call my bank to get an authorization code. The first couple of times I was prompted to do this all was well and I would call the number it would send me a alert through my mobile banking and then I would be able to unlock my card. On the fifth time of me doing it, it stopped allowing me to get the mobile notification and I had to wait 23 minutes to speak with someone on Thursday. The rep over the phone told that I had to wait 24 hours until I be allowed to do my normal authorization process which consisted of having a text code sent to unlock my card she was able to have her supervisor unlock my card. The next day Friday I attempted to unlock my card but when I logged into my account I wasnt even able to see my balance or transactions nothing because it was making me call for a code to get in my physical account I waited 35 minutes on hold to speak with another agent this agent had to ultimately work wihh to their supervisor to ask me additional question and unlock my card again. She told me to avoid locking my card until 24 hours had passed and or I went into a bank to verify my identity. I had my card unlocked all weekend from XX/XX/XXXX to Monday XX/XX/year>. I finally relocked my card to have to deal with the same situation all over again but yet this time I wasnt able to receive a code to my phone nor email but I had to Physically call and speak to someone. The unfortunate part was that I was stuck at a gas station on EMPTY trying to get gas I waited on hold for 46 minutes to speak with a XXXX ( customer service rep ) who couldnt help me at all he transferred me to his supervisor whos name was XXXX and she was very rude and couldnt help and didnt want to provide me XXXX employee ID number. She ultimately told me that she couldnt unlock my card after I had already dealt with two supervisors in the past who were able to! She told me I would have to call back in and wait on hold to get someone else! Again Im stranded at the gas station with no gas and they want me to wait another 40 minutes to speak with someone else. Luckily there was a Bank of America right up the street ( XX/XX/XXXX) that I barley made it to. When I got to the branch I was highly upset and spoke with a guy at the front desk who then brought out a XXXXXX/XX/XXXX who was very very rude to me she was questioning me on why I was locking my card and why didnt I have alerts set up. I dont believe I had to tell her those things as its my preference for my account she then was suppose to sit me with a banker but then proceeded to tell me there was nothing a banker could do for me because my profile said I cant call in but the rep on Friday had told me I could always come into a Financial center and be verified. She then proceeded to tell me she could give me my money out of my account she rudely snatched my ID after she snatched my ID i asked her if she was okay and if she wanted to assist me. She looked at me and said ARE YOU OKAY rudely at the point I said no Im not okay you have a attitude for what reason? Her manager which was lady whos name starts with XXXX XXXX Rushed out and did her best to diffuse the situation. Ultimately I wasnt verified and I left the bank with my cash and my card still locked I called the number again I was given and spoke with a XXXX who out of all 7/8 people I spoke with unlocked my card within 5 minutes. He also let me know the bank on XX/XX/XXXXXXXX Arizona lied to me and they were fully capable of helping me get verified with my bank and that its always best to go into the Bank of America financial center and have a banker call on behalf of you. I truly believe they didnt want to help me due to them closing within minutes! I arrived at XXXX they closed at XXXXXX/XX/XXXX. Sadly I did not make it to the gas station in time and I ran out of gas but I think this is the most horrible experience I have ever experienced and being with out any funds in a emergency. I cant help but think what would of happened to me if it was at night. I never want no one to experience what I went through ever.

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 non-monetary relief