Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Subject : Formal Complaint Regarding Unexplained Account Closure and Failure of Identity Verification Process Dear Sir or Madam, I am writing to file a formal complaint regarding the closure of my Bank of America checking account ending in XXXX, and the manner in which this matter was handled. Background On XX/XX/year>, I opened a Bank of America checking account online. After opening the account, I designated it as my primary payroll account and enrolled in the advertised new-account promotion offering a cash bonus. Approximately one week later, without prior warning, my online banking access and debit card were suddenly disabled. Concerned about the situation, I visited a local Bank of America branch seeking assistance. At the branch, both the banker and branch manager informed me that they were unable to determine the reason for the restrictions. They were also unable to restore my account access or provide any meaningful explanation regarding the issue. I was instructed only to wait for further review. Subsequently, I received a letter dated XX/XX/year>, stating that Bank of America had decided to close my account because the bank was unable to verify my identity. Concerns I find this situation deeply concerning for several reasons : 1. No Opportunity to Verify My Identity At no point did Bank of America request additional documentation from me. I was never asked to provide a drivers license, passport, Social Security card, proof of address, or any other supporting documentation that could have resolved any identity verification concerns. 2. Lack of Transparency Despite multiple attempts to obtain information through branch personnel, no one was able to explain : * What specific issue triggered the identity verification concern ; * What information could not be verified ; * Whether any discrepancy existed in my application. 3. Financial Disruption I had already designated this account for payroll and personal banking activities. The sudden restriction and closure of the account created unnecessary inconvenience and uncertainty regarding my banking arrangements. 4. Potential Consumer Reporting Consequences The closure letter indicates that Bank of America may report the account closure to consumer reporting agencies such as XXXX and XXXX XXXX XXXX. Such reporting could negatively affect my ability to open bank accounts in the future. Requested Resolution I respectfully request that Bank of America : 1. Provide a detailed written explanation of the specific reason why my identity could not be verified. 2. Confirm whether any negative information has been reported, or will be reported, to XXXX, XXXX XXXX XXXX, or any other consumer reporting agency. 3. Provide copies of any records, notes, or documentation relied upon in making the decision to close my account. 4. Explain why I was not given an opportunity to provide additional identification documents before my account was restricted and ultimately closed. 5. Confirm whether my account closure affects my eligibility for the new-account promotional bonus and provide a written explanation regarding that determination. I have always acted in good faith and am willing to provide any documentation necessary to verify my identity. I believe consumers deserve transparency and a reasonable opportunity to address identity verification concerns before losing access to essential banking services. I appreciate your prompt attention to this matter and request a written response within the timeframes required by applicable consumer protection regulations. Sincerely, XXXX XXXX Account Ending : XXXX XXXX XXXX XXXX XXXX XXXX, Florida

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