Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
Issue Title : Bank of America account access blocked for a non-U.S. resident ; no reasonable way to regain access Complaint Details : I am the lawful owner of a Bank of America checking and savings account. I currently live outside the United States and do not have a U.S. mobile phone number. My account has been kept active for years through occasional small internal transfers ( around {$10.00} between checking and savings ) to prevent it from becoming dormant. I have never performed any suspicious or unusual transactions, nor have I ever transferred funds out of the account since leaving the U.S. 
Because I can no longer receive U.S. text messages, I contacted Bank of America to ask for an alternative verification method. I clearly stated that I am the lawful account holder but unable to maintain a U.S. mobile number, and I asked how I could continue to access and use my account securely. 

USB Security Key issue Bank of America advised me that a USB Security Key could be used instead of SMS verification. Following this guidance, I purchased a USB Security Key and attempted to register it through my Online Banking profile. During the setup process, I was prompted to call customer service to obtain an authorization code. 
I called and successfully passed the identity verification process. However, the representative informed me that, for unclear reasons, she was unable to generate the authorization code. She also suggested that I might need a debit card for this process. After hearing this, I attempted to request a debit card through Online Banking, but the system displayed a message stating that I was not eligible and that the request could not be completed, without explaining why. I then called again and tried once more to register my USB Security Key, but this time the representative told me that a U.S. phone number is required, which I do not have. 
As a result, I was unable to register the USB Security Key at all, and I still had no working method to receive verification codes. 

Attempt to switch to email verification Because I could not complete the USB Security Key registration, I contacted Bank of Americas support team on XXXX again and explained that I had no way to authenticate myself by phone. I asked for the issue to be escalated. 
On XX/XX/XXXX, a representative called me directly. During the call, he removed my outdated U.S. phone number from the system and set my email address as my primary contact method. He told me that it might take some time to take effect. 
However, even after waiting two to three weeks, nothing changed. Whenever I attempted any normal account actionssuch as registering for Mobile Banking, attempting to set up the USB Security Key again, or performing other basic operationsthe system still required a verification code and continued to offer only the phone option. No option for email verification ever appeared. 

Lockout after linking an external bank Because I still could not perform any normal actions on my Bank of America account due to the verification issue, I attempted to link an external bank account as an alternative way to manage my funds. My intention was to create an ACH connection so that, if necessary, I could transfer my own money from Bank of America to my other bank account and indirectly regain some ability to access or use my funds. 
On XX/XX/XXXX, the external link was successfully established through my other bank, and I initiated a small {$10.00} transfer from the other bank, which pulled the funds from my Bank of America account. Within the next one to two days, my Online Banking access stopped working. Although I can still enter my username and password correctly, the system forces me to a Recover User ID or Password page and then rejects my correct account number and SSN as not matching the records. 
On XX/XX/XXXX, after still being unable to log in, I contacted Bank of Americas support team on XXXX again to report the issue. On XX/XX/XXXX, a representative called me, but she informed me that she did not have access to view the current status of my account and could not determine why my correct account number and SSN were being rejected. She stated that, due to system limitations, she had no additional ways to authenticate me and therefore could not assist further. Once again, I was told that the only possible solution was to visit a Bank of America branch in person in the United States. As of XX/XX/XXXX, my Online Banking access remains completely locked, and the issue has not been resolved. 

Reason for requesting CFPB assistance Bank of America has effectively locked me out of my own account and my own funds, while at the same time : * providing no practical way for a non-U.S. resident to verify identity remotely; * giving contradictory and unworkable instructions ( USB Security Key recommended, then blocked ; email set as primary, but no email option appears ) ; and * insisting on an in-person U.S. branch visit, which is impossible for me as a non-U.S. resident. 
I am willing to provide my passport, copies of my previous passport, or any reasonable identification the bank may require. However, no department so far has been able to offer a method for me to submit such documentation or restore access.

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