Consumer complaint received 2024-05-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Complaint Regarding Poor Service with Insulting Behaviors at Bank of America XXXX MA Branch I am writing to formally lodge a complaint about the unsatisfactory service with insulting behaviors I have recently experienced at XXXX, MA Bank of American branch located at XXXXXXXX XXXX XXXXXXXX As a long-standing customer of BOA, I have always valued the quality of service provided. However, my recent interactions have been disappointing and unacceptable. 

On the afternoon of XX/XX/XXXX, I visited the branch to withdraw {$8200.00} from my checking account. During this visit, I encountered several issues that I found to be highly unprofessional : Unprofessional Behavior : - When I requested to withdraw money from my own checking account, the representative requested to show my driver 's license and immediately asked me what I intended to use the money for. I have never been asked such privacy-related questions at any other banks where I hold accounts. There is no policy from BOA that requires customers to disclose how they intend to use their withdrawn funds under {$10000.00} ( for IRS purposes ). I found this question unexpected and intrusive. When I expressed that I considered this information private and did not wish to disclose it, it made me feel very uncomfortable. 

Misleading and Unclear Instructions with Insulting Behaviors : - Subsequently, the manager, XXXX XXXX, insisted that I sign a document titled Lets Talk About Ways to Help Protect Your Money in order to withdraw cash from my own account, and asked me to read through it without clearly explaining its purpose. He stated that this was a policy for withdrawing large amounts of cash to prevent bank fraud. This made me feel uncomfortable, offended, and suspected of fraudulent activity. When I inquired about when this policy started and the specific limit of cash withdrawals that required such paperwork, he could not provide a clear and direct answer. Upon quickly scanning the document, I realized it was merely informational content about preventing scams and fraud, with no signature field requiring my endorsement. When I asked why he was asking for my signature, he stated this was the bank policy ( which I couldn't find anyway from BOA site and documentation ) that his manager, XXXX XXXX XXXX, had instructed him to do so. And he has observed such fraud at the branch with 4-5 customers on a daily basis. 

When I expressed that I was not willing to sign such paperwork and that if this was required every time I withdrew money, I would close my account, he responded that he could immediately close my account and issue a check. I was shocked by this response and how BOA treats its customers with such disregard and insulting behaviors. If I did not have direct deposits and other account payments linked to my BOA account, I would have closed all my accounts with your bank. 

This experience has caused me considerable inconvenience and has shaken my confidence in the quality of service that BOA prides itself on. 

As a valued customer, I believe I deserve better treatment and prompt, professional service. I also question the bank 's practice of forcing customers to sign such informational paperwork, which could lead to legal issues. I request that immediate steps for the BOA be taken to address these issues and improve the service quality at this branch. Specifically, I would appreciate : 1.A thorough investigation into this matter and appropriate action against the staff involved and provide the statistics regarding the number of customers has been forced to give a signature on such paperwork. 
2.A formal apology for the inconvenience caused. 
3.Clear communication about the measures being implemented to prevent such issues in the future. 

I hope to see a swift and satisfactory resolution to this matter. I trust that you will handle my complaint with the seriousness it deserves. 

Thank you for your attention to this matter. Please see attachment for the paperwork that I was forced to sign. 

Thank you!

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