Consumer complaint received 2025-07-01 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: GA

Complaint narrative:
On XX/XX/XXXX I opened a checking account with Bank of America. Although I don't remember all the exact details, I sent a {$20.00} and a {$25.00} transfer to a crypto currency company called XXXX. I had wanted to send money to another company called XXXX. They told me that XXXX was on their prohibited list of companies. Then the customer service person called me into her office to question why I was sending these funds. I explained that I was sending bitcoin to a doctor who was doing surgery and running a small hospital in XXXX, near the border between XXXX and XXXX. She then proceeded to ask me if I knew the doctor and why I was sending the funds. I explained that I did know him and the funds were purchasing medical equipment and medications. She then started talking about scams and that I was a victim of a scam. I told her that this was absolutely untrue. 

On XX/XX/XXXX I received a phone call from the Fraud Department asking me about my transactions and telling me that I was participating in a scam. I explained that this was not true and again told them I was helping the doctor in XXXX. They said they did not believe me. I told them that the funds I was sending via the currency companies was not my money, and I was not being scammed. They then accused me of being a mule for transport of funds and that I was part of a scam. I protested again and told them that I knew the doctor in XXXX. She insisted that she had many years of experience with scams and she recognized a scam when she saw one. After she harangued me for XXXX or XXXX XXXX I told her that while her experience led her to believe that my transactions and purpose for sending the money was not legitimate, she was wrong. 


It was not a pleasant discussion and she grew more upset with me and I with her. She then told me that she was closing my account. I told her I had done nothing illegal or wrong and it was not right of them to close my account. She told me that she had placed a hold on my account and I needed to go to the local branch and pick up a cashier 's check for the money in my account the next day. I said I would cash the check at the bank and she said I could cash the check at any financial institution. When I said that I would cash it at Bank of America, she refused to say that I could do that. I asked her point blank if the cashier 's check was drawn on Bank of America why couldn't I cash it at the branch. She said XXXX times that I could cash the check at any financial institution and when I said " Not Bank of America? '' she refused to answer the question. The next day I went to a different branch and the customer service person was very kind and professional. I told her my story and she contacted Fraud to get the story since there were instructions on my account that they had to be called first. The nice customer service representative told me that she found me believable, but there were so may problems with scams these days the Bank was trying to be careful. She took me over to the teller and she had them give me my money in cash. She also gave me her card, so I know her name. I told her to please inform the Fraud department to note that the account was being closed against my will and that I had done nothing wrong. She did mention my request to the Fraud Department. 
Yesterday I received a form letter dated XX/XX/XXXX, reiterating that Bank of America had closed my account and that they " may '' report their decision to XXXX XXXX and Early Warning Services and this might impact my ability to open accounts at other financial institutions. They gave no reason in the letter as to why they closed my account and why they were threatening to report me. 
I am very angry. I did nothing wrong and they can not prove that I did anything illegal or inappropriate. They are only going on their experience with other people and assumed that I was a scammer or participating in a scam. They did not care that I told them I knew the doctor that I was helping. They handed me information on scams and identity theft. I have been a victim of both fraud and identity theft in the past, so I am well aware of this. I felt mistreated and harassed. And then to subsequently be sent a nasty letter telling me that I could be reported. I instantly knew that this was retaliation from the woman in the Fraud department because I told her that she was wrong and that her experience did not make her XXXX XXXX correct in every case. We had a very hard exchange. The fact that she closed my account and then followed up with a threatening letter, for a {$25.00} and a {$20.00} transaction, made me realize that she was retaliating against me. The banks have got to understand how crypto currency companies work. They are not all scams. And crypto currencies are used to purchase services in many parts of the world. This is what was happening in my case. To be called a liar and a mule for transferring funds was highly insulting. The Fraud departments need better training.

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 monetary relief