Consumer complaint received 2024-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have been a good customer of Bank of America for 9 years. I have my social security check directly deposited monthy since XXXX. In early XX/XX/XXXX bank of america sent me a text regarding suspicious activity on my account. There was fraud being committed.by a person in XXXX Georgia. I advised the representative that this was not me making this transaction. There was 3 or 4 more faudulant transactions during XX/XX/XXXX and the bank locked me out of online banking until I called them to discuss these attempted transactions. I spoke with the rep in the fraud department and advised that these additional attempted charges and XXXX were not mine. On XX/XX/XXXX, I received a letter from bank of america stating that there was suspious activity on my account and my online banking was locked until I called the number on the letter. I called the number on the letter at approximately XXXX XXXX. PST. I was put on hold for several minutes until a rep answered I was then transfered to another rep and then another. I literally spent 28 min on the call. The last man I spoke was very polite and apologized for me being transferred 3 times and stated he would unlock my online banking, cancel my old compromised debit card and send me a new debit card. He also said me could reactivate my online banking. I went online later that day and my online banking still was not letting me log in. I called the bank again, the phone number the other agent gave me earlier in the day and reached another representative. This woman was rude would not listen to me. From her tone it appeared that she believed I was being deceptive and was giving other people my bank log in passwords. She stated that she was closing my account. I told her NOT to close the account that I have my social security check being directly deposited the next day on XX/XX/XXXX. She advised I could go into the branch on the XXXX and get my money. On XX/XX/XXXX I went to the XXXX XXXX and spoke with XXXX. XXXX XXXX advised me my account was closed and that I would not get my social security money on the XXXX. XXXX advised for me to come back on Friday the XXXX. On Friday the XXXX, I went into the bank and XXXX XXXX again assisted me. She called the fraud dept and after speaking with then she again said my account was frozen closed and I could not have my funds.She XXXX put the rep on speaker phone who told me that Bank of America closed my account and that their banking relationship with me was over and they would never do business with me again. The same rep on the phone also told me if the bank were to give me my funds they would mail me a check in 5 days. I told them I needed my social security money becuse that was my only source of income and I had rent and bills to pay..The branch manager, XXXX  then came into the room and said unfortunantly there is nothing she could do as far as releasing my {$1900.00}. I was sickened to the point i came down with a terrible headache. I went home and went to bed suffering severe  emotional distress. I had paid a credit card payment online that was going through on the XXXX and 2 other bills as well. On that day later in the afternoon, I called the XXXX number I had been called regarding the fraud. I spoke with " XXXX ''. XXXX advised that my funds were available and that I could go to the branch and withdraw them. XXXX said if I had any issues to have the bank give them a call. I went to the bank again a 10 mile one way drive for me. The teller advised that my account was frozen closed and I could not withdraw them. I called the fraud dept as I was standing there at the teller window and spoke with someone other than XXXX. This person advised that I could NOT withdraw my money. I then called again as I was standing in the bank before the teller and this representative stated I could withdraw my money. The teller then told the rep on the phone that on her end my account was frozen and I could not get my money. The rep told this teller that she needed to go to a different screen and push the override button. The teller followed her instructions and the teller then was able to give me my money. The experience caused me to get sick. I have health issues with my XXXX and I was worried I would have to go to the hospital. My credit card payment was rejected which caused my payment to show late and I was charged a {$25.00} late fee. 2 more bills bounced from my XXXX XXXX account and I was charged two {$35.00} NSF fees totaling {$70.00}. I pay some bill from my XXXX XXXX account becuse I deposit money on the XXXX of each month when my social sercurity is depostied. As a result of Bank of America 's reprehensible conduct I suffered humilation severe emotional distress and now my credit is impacted. I am in utter disbelief in how they treated a good customer. I have alway had a good standing with this instiution since I started my banking relationshiip with themin XXXX I had to borrow money for groceries and to put gas in my truck.

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