Consumer complaint received 2025-02-01 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: NJ

Complaint narrative:
Bank of America ( BofA ) closed my newly opened account due to an alleged inability to verify my identity. However, I was never given the opportunity to correct this, despite having multiple valid forms of identification and proof of residency. Throughout the whole process, the bank has been uncooperative, withheld critical information, and wasted significant amounts of my time. 

Key Complaints : XXXX. Failure to Provide an Opportunity to Verify Identity -Despite Bank of Americas claim that they were unable to verify my identity, they still accepted multiple deposits into my account, including XXXX for over {$8000.00}. If my identity was truly unverifiable, it is unclear why they permitted these transactions instead of flagging the account at the time of deposit. This inconsistency raises concerns about the legitimacy of their decision to close my account without prior notice or the opportunity to correct any alleged issues. 
-I was never contacted by BofA to provide additional identity verification and resolve the matter. 
-When I visited a branch, I presented my valid, non-expired drivers license, passport, Social Security card, and proof of address ( for both XXXX  and XXXX as my information is in XXXX  but I am in XXXX  for XXXX ) in the form of a bank statement and utility bill. This was still deemed insufficient, with no specific reason provided. 
-Bank representatives refused to disclose what part of my identity verification was allegedly incomplete. 

XXXX. Failure to Provide Proper Notice -A manager claimed I should have received an email or notification during the application process instructing me to verify my identity in person. 
-I showed them every email ( see attached ) I received from BofA, and none contained such a request. Additionally, the application did not specify such action. 

XXXX. Unwillingness to Stop Payment on Mailed Cashiers Check -BofA mailed a cashiers check for my account balance without offering me any ability to retrieve my funds sooner. 
-When I requested a stop payment with my valid identification so I could receive my money directly, they refused. 
-They claimed that legally, a cashiers check can not have a stop payment placed on it for XXXX  days unless I work with a XXXX, which I was unable to independently verify as standard banking practice. 

XXXX. Refusal to Provide Written Documentation -BofA refused to provide any written documentation regarding : -The date and details of the check they mailed me ( amount, recipient name, destination, when it was sent and how, etc ). 
-Confirmation that I would not be reported to XXXX or XXXX XXXX XXXX, which affects my ability to open accounts at other financial institutions and thus spreading my issue with them beyond their bank. It was stated in a letter they sent me ( see attached ) that I " may '' be reported. 
-Any policy or legal basis for their actions when asked multiple times across multiple representatives. 
-After repeated requests, the manager only provided a handwritten note on an account transaction summary printout ( see attached ) stating check released XX/XX/year>, XXXX business days, which is not an official document. 
-The manager also provided a summary of the details of the account ( see attached ) as evidence that I was not reported to XXXX or XXXX  XXXX XXXX , however this is not sufficient as it does not explicitly state whether a report was filed or not. 

XXXX. Excessive Waste of Time and Poor Customer Service -I spent approximately XXXX hours on the phone with multiple representatives, often placed on hold and transferred several times. 
-I also spent over XXXX hours at a BofA branch waiting and speaking to multiple employees, only to receive vague responses, refusals, and no actionable resolution. 

This experience has been frustrating, time-consuming, and financially disruptive especially as a student while working. I have also included the business cards of the employees I spoke with as a record of the individuals involved in handling my case. 

I appreciate the CFPBs review of this matter and any action taken to hold Bank of America accountable for their lack of transparency and poor handling of identity verification issues.

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