Consumer complaint received 2024-02-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
I moved to the US full time in XX/XX/XXXX and had a checking and savings account with Bank of America. In addition I opened a credit card with them, but they said since I had no prior credit history in the country they could only approve me for {$500.00}. On XX/XX/XXXX then, I started seeing large transactions on my credit card ( initially ranging from ~ {$16000.00} to {$56000.00} ) titled either ATM PAYMENT XXXX XXXX  ( negative ) or PMNT RECEIVED : PROCESSING ( positive ). I couldnt dispute these on the app or lock my card. Even when calling the circular automated customer service line, they wouldnt list any of these transactions as ones I could dispute, only my last recognised ones. 

I then went to a branch and after some initial confusion among the reps, after they looked up my accounts and told me that my credit card was already closed ( on XX/XX/XXXX ) after Bank of America had identified it as a fraud themselves. They said that there was nothing left for me to do and even when I was confused about the fact that I could still see transactions coming in on this on the app, they assured me it was probably just a bug as it took time to propagate through the system. I asked to get this in writing but they refused, saying the credit department was external and they are not authorized to make such written statements. Trusting them, I went home with just my checking and savings. 

On XX/XX/XXXX then, my debit card began declining and I was locked out of the banking app. After calling customer service I was told they had closed my account and that Id receive the funds of my account as a cashiers cheque in the mail in 7 business days. At this point, I had ~ {$20000.00} in one account and {$16000.00} in another. I was given no explanation other than the fact that the Risk management team had made this decision and Bank of America reserved the right to do this in their customer service agreement. Given the timing, they had taken my last paycheck and left me stranded for rent. I had {$30.00} in cash and XXXX in a Canadian bank account, but had no other funds for food, transport, etc until I were to receive these. 

Distressed by this, I made multiple calls to attempt to explain that I needed the money, especially as a XXXX XXXX XXXX newly graduated XXXX  from XXXX with no family in the country. They said they put in a hardship request for me, which would allow me to withdraw my funds in 5 biz days if approved. It was on this call that I also found out that the 7 days would be from when the account was officially closed, which had an ETA of XX/XX/XXXX. 

Called back to follow up on my hardship request and was informed that they couldnt go further because of claims on the account ( a single {$40.00} claim from a month before because I was double charged ). I told them I didnt care about the {$40.00} in light of my checking and savings ( around {$36000.00} in total ) and that I want to drop the claim. Even still when Id call to follow up theyd say the claim appeared to be still open and that it would take the process. I was especially desperate at this point because I didnt know how to cover expenses, my apartment had already sent a letter threatening eviction, and I was leaving to visit my family in XXXX XXXX XX/XX/XXXX ( only to return XX/XX/XXXX ). I realised through this though that my efforts were futile and that Id have to wait till XX/XX/XXXX for them to be mailed out. 

Before I left for my trip though, I visited the branch and was told that since my accounts had more than XXXX each, tracking links would be sent when they were mailed out ( was given a phone number for if not ). I also confirmed all my information on file during this visit : address, contact number and email, etc. 

I returned to XXXX XX/XX/XXXX and had not received any of my cheques in the mail, nor any tracking links. I had received several other mails from Bank of America though including : account statements, resolved cases related to a credit card, account closure notices, one welcoming me to their Preferred Rewards program, etc. Figured it hadnt yet been 7 business days since XX/XX/XXXX and gave it a couple days. 

I went into a different branch on XX/XX/XXXX and they said that the necessary department was closed. Instead I was given ( written on a paper ) a XXXX  number to call on a weekday ( XXXX  ). When I called this number on XX/XX/XXXX, it turned out to be an automated scam line attempting to sell me an emergency assistance device ( had multiple people check the number, call it and verify the same ). 

On XX/XX/XXXX, I go back to the old branch incredibly frustrated about this situation. They call a number and said that apparently the cheques were mailed out but they were returned to sender. This perplexed me since I wasnt sent tracking links as promised, I received all their other communications, I live in an apartment with secure mailboxes and with a roommate, there was no indication that this required a signature regardless, and I was never emailed or called about a delivery exception even though they had my details on file. 

I was informed that since they were returned though, they were under review again with no ETA on when Id receive them. Frazzled by this, I insisted I wouldnt be leaving until there was more resolution and was left unattended. After 30 mins, I approached them again and they made another call. This time I was told they put in a request again to have my funds mailed out again and was told it would take 3 more weeks to deliver. After insisting on tracking links they said Id have to call back after the following Monday to receive them. 

On XX/XX/XXXX, I make the call to follow up about my tracking numbers. On the first call, I was told there was a stop order put on the cheques and no ETA on processing. I asked to be escalated to the supervisor and they said the estimated date of finished review is XX/XX/XXXX and that theyd be returned to the original owners of the funds, NOT me. I was extremely extremely confused by this. I called my uncle, briefed him on the situation, and we decided we would call back together. 

We then proceeded to speak to 5 different departments. I was told the cheques couldnt be mailed to me because there were hold claims on the account. These were the details shared about the 2 claims : 1. XXXX : {$28000.00} claim by XXXX XXXX of a fraudulent cheque Honored 2. XXXX : {$27000.00} claim by XXXX XXXX of a fraudulent cheque Processing There was now {$27.00} remaining in my account ( not sure how this figure was arrived at given I had around $ XXXX in one account, and $ XXXX in the other ). 

I was also told fraudulent charges were still going on credit card even though it seemed to be closed on file XXXX. The latest transaction at the time was on XX/XX/XXXX and was told the charges didnt seem to be marked as fraud, even though the account seemed closed. 

The last person we spoke to was someone called Angely on consumer services who said she had corresponded with XXXX XXXX from fraud and had come to the conclusion that the cheques were actually on their way and that there wont be a tracking link but I should receive them in 5 biz days, and if not, I should call to follow up. 

My uncle and I called back the next day ( XX/XX/XXXX ) hoping to get confirmation of the same. The cheque fraud department said they werent seeing cheques issued to me and that the funds in the account were sent to honor the claim against them. I was told we needed to speak to Risk ( started with them the day before ) and that they can tell us where the cheques are. We asked for them to be conferenced in, since we were just being transferred around in circles, but they just transferred us again. Risk said the funds were issued before but returned to sender, then after the second request the funds were placed on hold because there was an investigation ongoing so they were issued to fraud claims instead. They told us wed have to talk to Fraud again. 

We called cheque fraud again and were told wed need to resolve a credit card balance of $ XXXX first. So we were transferred to credit card fraud. The agent there told us it appears as if someone is making it look like theyre overpaying the credit card to get money back. They asked us to speak to consumer services as theyd tell us who paid. He confirmed the card was closed on XX/XX/XXXX and also said we cant actually file any fraud claims on a closed card. Consumer services then said they couldnt do anything because my accounts are closed and that wed have to go to XXXX. They said the credit card has a balance in your favor of {$310000.00}. 

On XX/XX/XXXX I received a cheque in the mail for {$27.00}. I have since received no communication. I am still owed my original ~ {$36000.00}. 

This feels like an impossible situation to navigate and untangle myself from. I have been dragged through the mud by Bank of America through *no fault of my own* and despite my multiple efforts to resolve it, have only been met with the incapability to assist me. I want to reiterate here, Im a XXXX XXXX XXXX new XXXX  that recently XXXX  here alone. All the funds in my account were hard earned from working at XXXX, a credible employer, and it was a sizable amount but also all of what I had. It feels as if Bank of America has actively been bleeding out my time, energy, money, and all other resources for the past 5+ months. I would appreciate assistance with this to regain the funds that are rightfully mine.

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