Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
This letter serves as a formal complaint regarding the unacceptable service and misinformation I received at your branch located at XXXX XXXX XXXX XXXX, XXXX, NC XXXX, on XX/XX/year>2025, and the subsequent contradictory information received from your customer service center agents. 
I am a preferred Banking XXXX member. On XX/XX/scrub>, 2025, at approximately XXXX XXXX upon arrival, Branch Manager XXXX directed me to the teller who could help me. I visited the aforementioned branch to inquire about depositing an estate check for {$26000.00} drawn from XXXX XXXX XXXX XXXX XXXX. I informed the teller that I hold accounts at both institutions and even presented my XXXX XXXX XXXX XXXX XXXX XXXX XXXX to the teller as proof. My preference was to deposit the check at your XXXX branch due to its proximity to my home, unlike the nearest XXXX XXXX branch which is a 2.5-hour drive. I explained to the teller that I could do the drive but preferred not to if I could have access to my funds via Bank of America asap. 

The teller who then consulted with XXXX the Branch Manager and subsequently provided me with a fund availability schedule : {$5300.00} available on XX/XX/year>2025, another {$5300.00} available on XX/XX/year>2025, and the remaining balance available on XX/XX/year>2025. I explicitly stated to the teller that I would not proceed with the deposit if funds were not going to be available the following day, emphasizing the urgency twice prior to his next actions. The teller reassured me that their system confirmed the availability as stated. Based on this assurance and his consultation with the Branch Manager - XXXX, I authorized the deposit. 
However, upon receiving the deposit receipt, the information contradicted what I had been told. The receipt indicated that {$5300.00} would be available at XXXX XXXX on XX/XX/year>2025, and the remaining balance on XX/XX/year>2025.

When I brought this discrepancy to the teller 's attention, he again consulted with the Branch Manager as he didnt understand why it changed once the receipt was printed. He also told the Branch Manager exactly what he stated to me about the schedule for deposits twice. Neither could explain why this happened. They stated that nothing could be done. When I requested the return of my check so I could just take it to my other bank, they informed me that they could only stop payment, which would incur a fee. I felt misled, scammed and effectively prevented from accessing my funds based on false information.

Subsequently, I contacted Bank of America 's Customer Service Center. At approximately XXXX XXXX on XX/XX/year>2025, I spoke with XXXX ( ID # XXXX ). She reviewed the situation and stated she would escalate the matter for a potential partial release of funds on XX/XX/year>2025. She advised me to call back the following morning, XX/XX/year>2025, as the image of the check would then be visible, and an agent would approve the release of the partial or potentially the entire hold. However, I must be on the phone while the agent is viewing the image to get it released. 

As instructed, I called again on XX/XX/scrub>, 2025, at approximately XXXXXXXX XXXX  and spoke with XXXX ( ID # XXXX ). She confirmed seeing the check image and initially stated that the funds would be available by the end of the day. She also mentioned escalating the issue and advised me to monitor my account as she thinks it will be before the end of the day. When I reiterated that I was expecting at least the initially promised amount, she suggested that the entire hold might be released given my troubles and the escalation that has been documented but was certain of at least the partial deposit would be released as promised. Despite her assurances, the funds were not available by XXXX XXXX as she stated. 

At approximately XXXX XXXX on XX/XX/scrub>, 2025, I contacted the Customer Service Center again and spoke with XXXX from the XXXX XXXX, New Mexico service center. He informed me that the earliest review for a potential release could occur was Thursday, XX/XX/year>2025, which contradicts both the initial information provided at the branch, both previous conversations with BOA Agents, the information on the deposit receipt, and the online banking information. On XX/XX/scrub> 2025, I checked my account at XXXX and the {$5300.00} that was scheduled to be available was not there. This time I contacted BOA via online chat and was given an entirely different response stating that after a review was completed, the entire deposit funds would not be available until XX/XX/scrub> 2025. Incidentally, when I logged into my online account, it states the following schedule for release of hold : XX/XX/scrub> 2025, at XXXX XXXX for the entire amount and a {$50.00} credit because the teller input the wrong amount from the check on the deposit. It also shows the check as cleared. This schedule differs from the receipt. Three documents from Bank of America show different information and five employees of your institution provided different information. None of the information was the same.

As a direct result of the misinformation provided by your branch employees and Customer Service Agents, I have experienced a delay in accessing a significant sum of money. This delay is causing me to incur late payment fees and is negatively impacting my credit. I hold Bank of America accountable for the inaccurate information provided, the subsequent delays in releasing my funds, and the effective confiscation of my check under false pretense.

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