Consumer complaint received 2022-08-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
XX/XX/22 I received an email about an account being opened. I did NOT do this. I attempted to call customer service. You can NOT reach a person unless you have an account number. I did not have an account number because I did NOT open an account. After attempting to reach a person on the phone for hours while I was at work, I then went to a physical branch. The woman who greeted me took lightly the situation an laughed it off. She stated Oh, we dont handle that here. Youll have to call the fraud line. I explained to her that I could not reach anyone on the customer service number. To please find a way to help me. She stated again we dont handle that here. She wrote a XXXX # down. While doing so I asked would you be able to tell me what information was used to open the account? The woman chuckles once more and stated oh your social. Definitely your social. I asked if I could call the fraud line from one of the phones in the bank. The woman allowed. Walked me back to an conference room where I dialed the XXXX number given to me. The automated voice that answered the phone again would not let me further without acct info. After pressing XXXX, # a few times it finally said please hold while I connect you. Spoke to a man. Explained the situation. He found the account after asking my name and birthdate. He stated Ive marked it as fraud and closing the acct. I asked to clarify you are closing it? He stated yes. He said I would get something in the mail confirming that it was closed. ( I received nothing but XXXX bank statements ). In XXXX I received the first bank statement. I immediately called the XXXX # again. Now that I have a statement I have an acct #. I got a representative much quicker. Spoke to a woman. I explained that an acct was opened in my name as fraud. I did not open this acct. it was supposed to be closed the next day. Its a month later. Long enough to be getting a statement. Why is the acct not closed. The woman stated that since there were no funds in it that the statement was jus to show me theres nothing in the acct. she then assured me that the acct was closed. It is now XXXX. Im receiving the XXXX acct statement. This account should have been closed in XXXX. I shouldnt have an acct statement that reads anything past XX/XX/XXXX. But I have 2 months of account statements for an account that I DID NOT OPEN. I have alerted BANK OF AMERICA about it more then once. I even took to social media to try an get answers. They have by far the worst customer service on both the phone and in person. The woman chuckled when I explained someone opened a bank account in my name. Thats a scary thing and she took it entirely too lightly to be a bank employee. I need the account closed immediately before whoever opened it realizes and does more damage.

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