Consumer complaint received 2025-08-13 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Subject : Urgent Complaint Unprofessional and Discriminatory Treatment at XXXX, FL Branch To Whom It May Concern, I am writing to formally express my deep dissatisfaction with the treatment I received at your XXXX, Florida location earlier today ( XX/XX/year> around XXXX to XXXX XXXX  ). I am a former Bank of America customer, having banked with you from around XXXX until XXXX, and I had been considering returning as a customer. My mother has banked with Bank of America for over 25 years, and I have been with XXXX XXXX XXXX just as long as I was with Bank of America but unlike my experience with you, I never left XXXX because they have always provided me with respectful, professional, and reliable service. 
The incident began when I visited the branch to cash a {$100.00} Bank of America cashiers check from my uncle. I had recently moved, and my uncle wished to purchase an item from my registry but does not make online payments, so he sent me the check instead. I arrived at the branch during a quiet period and waited in line while only one teller assisted customers. Other staff members, including XXXX XXXX ( whom I believe is the XXXX XXXX ), were gathered in the back, loudly discussing pizza orders brought in by another employee. I could hear specific details about the food from across the branch while the line grew to the door and no additional staff came to help. 
When I was eventually directed to a teller ( a white woman with shoulder-length brown hair, name unknown ), I presented my cashiers check and valid Real ID. She told me to sign the check, which I did, then took both items to the back, where she spoke to XXXX XXXX. When she returned, her demeanor was dismissive and snarky. She told me, Were not going to be able to cash this check because its blurry, but refused to clarify what was blurry. Without explanation, she wrote something on my check before returning it. 
I was told I could sit and wait for XXXX, but she was too busy to speak with me directly and had me meet with another employee, XXXX. He repeated that the check was fine but my ID was a little blurred, yet could not point out where. I offered to transfer the funds into my mothers Bank of America account so she could withdraw them for me, but was told that was no longer done since XXXX. 
Because of whatever was written on my check, XXXX refused to cash it, treating me as if I were attempting something fraudulent. I eventually went to XXXX XXXX XXXX, where the check was cashed without any issues. XXXX staff and others familiar with banking procedures agreed that my treatment at Bank of America was unreasonable. 
The way I was handled by your staff left me feeling belittled, discriminated against, and treated like a criminal. The lack of professionalism and discussing pizza loudly while customers waited in a long line, refusing to provide clear explanations, and writing unexplained markings on my check was unacceptable. This incident wasted over an hour and a half of my workday, nearly costing me part of my paycheck. 
I am not asking for anyone to be fired, but this situation demands a review of customer service and professionalism at this branch. I request that you : 1. Investigate the incident, including reviewing security footage and teller records to confirm who assisted me.

2. Clarify your policy on blurry IDs and explain why my valid Real ID was deemed unacceptable.

3. Address the lack of urgency and customer focus displayed while staff congregated in the back during a busy period. 
I have worked in customer service since my early teens, and I know how customers should be treated and thats with respect, transparency, and courtesy. Today, I experienced the opposite. If this is how your branch treats former customers, I can not imagine how other patrons are being handled. 
I look forward to your response and to knowing what corrective actions will be taken. 
Sincerely, XXXX XXXX.

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