Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Complainant : XXXX XXXX Location : XXXX, New Jersey Institution : Bank of America Date of Incident : XX/XX/year> Hold Notice Date : XX/XX/year> SUMMARY OF COMPLAINT I am filing this complaint regarding the handling of a routine deposit transaction, including escalated identity verification and an extended hold placed on my funds without a clear explanation. I believe the transaction was handled in a manner that raises concerns regarding disproportionate treatment and potential XXXX discrimination. DETAILS OF INCIDENT On XX/XX/year>, I visited a Bank of America branch in XXXX, New Jersey to deposit a settlement check in the amount of {$3300.00}. I inserted my debit card and entered my PIN, and the deposit was processed without issue. After completing the deposit, I requested a {$50.00} withdrawal while my account was still open and accessible to the teller. At that point, I was asked to provide identification. I provided a valid state-issued REAL ID without hesitation. I do not dispute the banks right to verify identity. However, after providing valid identification, I was questioned about whether the photograph on my ID was actually me. During this interaction, the teller repeatedly referenced that fraud was on the rise in the area. I was then sent XXXX separate mobile verification prompts to my phone. In total, my identity was verified XXXX separate times during a single routine transaction : Debit card authentication PIN entry Government-issued identification XXXX mobile verification prompts No discrepancy in my identification or account information was ever explained to me. The level of scrutiny and repeated fraud-related comments during this interaction raised serious concerns regarding how I was treated. HOLD ON FUNDS On XX/XX/year>, I received electronic notice stating : Weve placed a hold on your deposit because we have information indicating the check ( s ) may be returned. This explanation was not provided during the transaction on XX/XX/XXXX or shortly afterward. The stated reason for the hold appeared approximately XXXX days later and did not identify any specific information supporting that determination. The check amount was {$3300.00}, which is below the large-deposit threshold, and my account is not new. I have requested clarification regarding : The specific reason for the hold The information indicating the check may be returned The basis for the escalated identity verification To date, I have not received a clear, documented explanation. IMPACT As a result of this situation : I experienced stress and anxiety from being repeatedly questioned about my identity I experienced financial hardship due to delayed access to funds This occurred while I was out of state for my sons medically necessary hospital treatment I had difficulty purchasing basic necessities during that time RESOLUTION REQUESTED I am requesting : 1. A clear, written explanation of the basis for the hold placed on my deposit 2. Documentation supporting the statement that the check may be returned 3. Clarification regarding the reason for the escalated identity verification 4. Review of whether this transaction was handled in a manner consistent with non-discrimination standards ADDITIONAL CONCERN Based on the totality of the circumstances, including repeated fraud insinuations, excessive identity verification without explanation, and the manner in which the transaction was handled, I am raising concerns regarding potential XXXX discrimination.

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