Consumer complaint received 2024-02-16 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Roughly 1 month ago ( XX/XX/year>, I had an account with Bank Of America banking institution closed. My account had an remaining balance ( from direct deposit via my job ) of funds left over in the account ( Checking Account ). I contacted Bank OF America via phone. I spoke with a representative who asked me to verify myself, as well my address ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, Tx XXXX ). The representative then went on to state that since I had an dispute pending ( of a transaction that I disputed ), that i would have to wait until the bank processed my dispute, and that I would then receive my funds in total ( the remaining balance and dispute ( if acknowledged ) ) payment via check in the mail, by XX/XX/year>. I asked the representative what address would they be sending it to ( being that i had moved and updated my address with Bank Of America well before this incident ). The representative informed me that it would be mailed to the address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Tx XXXX ). The address that i was asked by the representative in the beginning of the initial call to gain access to my account. 

Moving forward, a few weeks had went by, I contacted Bank Of America again via phone, this time when i got a representative, I requested an update on my process of funds being delivered to me, I had gotten the same response from the new representative, that the first representative had given me. In addition, I asked the representative, could I just go pick my funds up from a Bank Of America location. The representative stated that it was possible, however, that the representative would have to put in a request to the bank, to see if they would allow me to. The representative put the request in for me. Then stated that i had to wait a few days to a week to get a response from Bank Of America. And, that my request could be denied, due to having a pending dispute ( which was understandable ). 

The wait time had pass, and my request was denied for that reason. I could not pick up my funds from a local branch. I then called back again for an update sometime later, and was told that i still had a wait period for the dispute process. 


Thursday, XX/XX/year>, I called Bank Of America at XXXX XXXX for an update on my funds. I got an representative, who asked me to verify who i was and my address ( XXXX XXXX XXXX XXXX XXXX ) on a recorded line. I gave my information and my address. Afterwards, the representative accessed my account. I asked the representative about the process of my funds, the representative stated " As of XX/XX/year>, Your funds were mailed out. '' I asked him where were they mailed to for verification, the representative ( very nice individual ) stated that my funds were mailed to " XXXX XXXX XXXX XXXX XXXX, Tx XXXX ''. I stated to the representative that was the wrong address, and I asked how could this happen, considering the representative just asked me to verify my address to access account information. The representative then transferred me to a supervisor as i requested. 

I got the supervisor, stated my issue to her that it had been quite some time, and that my funds had been mailed to the wrong address, when i had taken specific measures through this waiting period to check and insure that my funds were being sent to me. The supervisor state that it wasn't anything she could do. She stated that she could stop payment on the check, and that i would have to wait another 21 days, after the check reached the mailed to location ( who knows how long that would take ). Then she stated that the check would have to be mailed back to them or returned before i could get my funds reissued via check. I stated to the representative that i had updated my address and made multiple attempts via call, to ensure that this process would work in my favor. 


I stated to the supervisor that this was an issue on there end. The supervisor stated that she didn't see my updated address and that was a issue that was my responsibility to update my address. I asked her to check my call history and the recorded conversations when I called and verified my account with my current address, as well when i asked the representatives where would my funds be mailed. She stated that it was nothing she could do besides stop payment, and that i would have to wait until they received the returned check in the mail ( likeliness of that happening ). I asked her could i get request to go pick my funds up from a local branch as a representative did for me before, she said no she cant. 

My funds are being withhold from me and the dispersement of my funds failed to be properly executed to me. In addition, I'm suffering from having to wait extended amounts of time due to Bank Of America faulty process of sending my funds out via mail. If i was given the option to get my funds prior, via a representative, why couldn't the supervisor seek an equal or better resolution? I'm a victim of inequity and bigotry!

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