Consumer complaint received 2025-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN

Complaint narrative:
I opened a checking account online with Bank of America on XX/XX/year>. The application was approved, my account was opened, I successfully sent funds to my account in the amount of {$100.00}, I signed up for online banking, I received my new Bank of America XXXX XXXX in the mail. Then sometime around XX/XX/year>, I tried to activate my debit card over the phone prompts, which was unsuccessful. I then tried to log in to my online banking again, to see if there was a reason I couldn't activate my debit card. I was unsuccessful with logging into my online banking as well. I called Bank of America to try to resolve the issues, Spoke with XXXX, XXXX told me my account had been closed. I asked why my account was closed, he said Bank of America was unable to verify my identity. I asked what part of my identity were they unable to verify. He said he didn't know. XXXX said I would receive a letter in the mail explaining why. I did receive a letter in the mail dated XX/XX/year>, however this letter doesn't explain what identity they were unable to verify. Bank of America could have sent me an email or message regarding information they needed to verify, in order to resolve this issue. I never received a call or letter or message regarding my identity. I called Bank of America again on XX/XX/year>, I spoke with XXXX. I asked XXXX what issues with my identity was the cause of my account closure. She said she didn't know what identity issue there was. She said she can not help me, she is only allowed XXXX XXXX on the phone with each customer, and she already exceeded those XXXX XXXX. XXXX told me she couldn't help me but I could request to speak with a XXXX or supervisor. I agreed and she transferred me to a supervisor named XXXX. However, XXXX was unable to answer my questions as well. XXXX advised me to come into a Bank of America branch, with several forms of identification, and they could possibly open another account for me. Why do I not have full disclosure regarding my financial account, with my confidential information attached, and my funds in the account. To this date, XX/XX/year>, I still have not receive a check for my funds of {$100.00}. This account closure process was ridiculous to say the least. Bank of America allows a customer to open an account online, obviously I won't be at a branch in person with my government issued ID. I never received an email or communication at all to resolve the issue, and I was in the process of setting up a direct deposit through my employer. Why are accounts being closed for unknown reasons? And if identity is an issue, why is Bank of America allowing online account opening? I am not going to visit a branch to open an account with Bank of America if this is how they conduct business. Also, this letter I received of my account being closed has a phone number listed in case I have questions ( XXXX ). This is the phone number I called, and no one could answer my questions.

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