Consumer complaint received 2025-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I am writing to formally express my deep disappointment and frustration regarding the handling of my Bank of America online banking account by the XXXX XXXXFraud Department at Bank of America XXXX My online access has been locked since Friday evening without notification or explanation. This issue has caused significant inconvenience, financial loss, and a lack of trust in their services. 

Timeline and Circumstances : Thursday Evening - XX/XX/year> : I initiated a wire transfer of {$100000.00} from BOA to XXXX for investments for long term, which was blocked by the fraud department. I was informed by email that I needed to contact them to verify the transaction which I noticed on Friday. 

Friday - XX/XX/year> : I spoke with a fraud analyst, confirmed that the transaction was valid, and agreed that the transfer could be paused for another day as a precaution. At no point was I informed that my online banking access would subsequently be suspended. Fraud Analyst Person ID : XXXX The fraud analyst exhibited rude and condescending behavior, speaking to me in a tone that was wholly inappropriatealmost as if he owned the account and was preventing me from accessing and using my own funds as I saw fit. He asked additional intrusive questions, which I found inappropriate, especially after I had verified my identity and confirmed that the transaction in question was made willingly by me. 

Sunday - XX/XX/year> Sunday evening, on trying to access my account online, i wasnt able to so I called customer service who did not have access to unlock my account.

I submitted a complaint to the BOA customer service team, who informed me they were unable to resolve the issue or unlock my account since Fraud would have to do it on Monday. the Account was locked and there was no support over the weekend to help unlock it. 

Monday XXXX - XX/XX/year> : I contacted the fraud department and have been attempting to resolve the matter since XXXX this morning. Despite my repeated efforts, I have faced the following unacceptable experiences : -Being placed on hold for extended periods, exceeding XXXX minutes at times. 
-Refusal by your fraud department to transfer my call to a supervisor. 
-Contradictory information on them stating they can unlock my account on the phone but if I have to speak to a supervisor I would have to wait for them to unlock it, eventually hanging up on me -Following representative stated that they can not unlock my account on the phone and that I have to go to the banking center -Having my call disconnected multiple times. 
-Asking to leave the bank with my funds ( this is after they answer my call with the statement : thank you for being a platinum, honors, 31 years etc.. client.. ) Analysts : XXXX and XXXX more XXXX was finally able XXXX take my call back number for a call to be received from the supervisor. This is at XXXX. 

Called again at XXXX and XXXX XXXX representative ) XXXX they can not unlock my account and will have to wait XXXX hours to get a call back from the Supervisor who can handle unlocking the account I told the representative that I would file a complaint- i received a call back from the BOA number in XXXX mins after this call - but they hung up on me. 

The delay in unlocking my account has resulted in financial loss, stress and a huge inconvenience to me and my family. 

Financial Loss : Over {$10000.00} lost due to delays in investment transactions. 
Inconvenience : The inability to access my funds for urgent personal, kids activities, meal plans in schools and professional purposes. 
Emotional Distress : The dismissive and unprofessional treatment by your staff has added unnecessary stress and frustration. 
Context of the Locked Account : The wire transfer in question was a legitimate transaction, which I confirmed during my conversation with the fraud analyst on XXXX. While I consented to a brief pause for additional security measures, I was not informed that this would result in the complete suspension of my online banking activity. 

As a customer, I have the right to access and transfer my own funds, including for investments of my choosing. This experience has not only blocked my ability to do so but has also severely undermined my confidence in the security and accessibility of my own financial resources.

Resolution Requested : I request an immediate call from a supervisor or head of the Fraud Department to explain why my account remains locked and what steps are being taken to resolve this issue. 
I expect an apology and acknowledgment of the inconvenience and financial loss caused by this incident. 
I urge you to review the behavior and practices of the fraud department to prevent similar occurrences in the future. 

I have been a loyal customer of Bank of America, but this experience has left me questioning the reliability and customer focus of your services. I have also been an employee with XXXX XXXXBank of America for 10+ years in the past. I hope for swift action to resolve this matter. 

I have also sent this same information as feedback to XXXX XXXX at BOA who is responsible for XXXX XXXX. 

Thanks & Regards,

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