Consumer complaint received 2025-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Issue : Bank of America decommissioned the XXXX file download service for XXXX in XX/XX/year>, and have replaced it with a new standard called XXXXXXXX XXXX XXXX XXXX XXXX XXXX. However, the bank failed to provide timely and accurate communication about these significant changes. Its website and customer service staff have not been properly updated, as the unsupported XXXX file type is still present as a download option on the bank 's website, while the new XXXX format isn't available for selection via the web. 

Steps Taken : I have exhausted standard and managerial support channels and received factually incorrect and misleading information. 

The first-level customer support person initially claimed that the dropdown values for file formats are created by a third-party vendor and she was unable to help. I explained that anything presented on Bank of America 's website is the bank 's ultimate responsibility, regardless of vendor involvement. She also mentioned she saw a flag for XXXX downloads was set to " no '' in my account settings and changed it to " yes. '' When asked why this was changed, who changed it, and when, she stated she did not know, indicating an internal process failure. 

I escalated to a manager, who provided a technically absurd explanation : that the file options one sees in the dropdown are dependent upon the computer being used, with different values appearing based on the user 's hardware. This response is not only incorrect but also demonstrates a significant lack of training and a fundamental misunderstanding of web technology. 

Impact : As a direct result of BofA 's changes, miscommunication, and inadequate support, I am unable to reliably download my financial data into XXXX. This prevents me from efficiently managing my personal finances, tracking expenses, and reconciling my accounts. It has caused significant inconvenience and wasted a considerable amount of my time. When attempting to use the new XXXX method as instructed by XXXX, I have encountered the error code XXXX, further indicating a back-end issue with the bank 's data feed, not my computer or software. 

Additionally, the bank failed to provide customers with advance notice of these critical changes. The company 's website is out of sync with its actual services, and its customer service staff is not equipped to handle the resulting issues. Consumers should have been notified in writing and on the bank 's website in advance of these changes, detailing what download file options will be changing and what steps the bank is taking to guide its customers through the process. This failure in communication is irresponsible and undermines the trust customers place in the bank to manage their financial data transparently. 

Desired Resolution : I am seeking assistance to restore connectivity for my XXXX software using the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX method. I request that Bank of America 's internal technical teams investigate the issue and ensure a seamless connection is established. Furthermore, I request that Bank of America train its customer service staff and update its website to accurately reflect current connection methods and procedures. Lastly, the bank should provide a formal explanation for its failure to notify customers in advance of these critical service changes

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