Consumer complaint received 2024-04-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
FYI see no account number associated with the equity account. I will upload the little information I can as I called and I also can not locate the funds anymore online and it shows no history... 

I called ML on XX/XX/2024, to dissolve my equity plan and over a month later, I still have not received my check, the same check that was told to me on XX/XX/2024 was being mailed, the same rep I also asked to submit my complaint as I had to waste more of my time to find out, once again the previous XXXX  did not provide all the details. Per the first rep today XXXX.24 ( I called twice, trying to give them one last chance before submitting the complaint ), there are no notes in the account for the XXXX XXXX when the rep stated he was mailing the check since I did not want to pay the XXXX wire fee, which wasnt shared previously. Not only did this XXXX  not do his job, lied and clearly did not forward my complaint to anyone. Why is the ML employee accessing customers profile without leaving any notes? How many customers are in the same boat as me, ML opting out of providing full services, not giving partial information? I was not aware ML had the authority to misinform clients... 
I tried my best to withdraw the funds myself as I knew it would be bau ( business as usual ), nightmare customer experience and I was right, unfortunately. As you may have imagined, of course my funds are no longer displayed anywhere online anymore. 
This type of customer experience is not just tied to equity, earlier this year I tried to get my 401k transferred to my current employer multiple times, I literally got so fed up with the receiving tiny pieces of information and wasting hours. I have done 401k transfers and this is the first and only time I experienced issues. Nothing from XXXX  nothing from XXXX, but ML likes to be number 1, and make things as difficult as it possibly can be. 
Perhaps this is their goal, make customers so frustrated they get to keep my money and invest it so that I can not invest my own money how I want. While I do not know the exact amount ML have caused me to lose, I know its cost me money on compound interest as well as interest as my current employer rate of return is at 4.67 %, while ML is only XXXX both YTD. While I may consult an attorney on that issue but I think its worth the CFPB to see if this used as a tool, similarly how banks continue to deny XXXX people mortgages at a high rate while, XXXX with similar and lower credit and income. 
This has been entirely too time consuming and difficult as a XXXX veteran that suffers from XXXX XXXX, Im exhausted mentally and physically. 
At least they are consistent, they are the one company I will also ensure you have the worst customer experience every time and are always sure to waste my time. 
While I can not recall which regulation is applicable at this moment, I can not imagine brokerage/equity not being under lots of scrutiny and I can not image that ML can forgo to give me my money. How many times do I have to ask for my money to receive it? 
Have I gone through enough hoops to receive the XXXX? I know for the 401k, I did not so they get to keep making me lose money due to the 100 feet hurdles. 
I have called approximately 5 times to equity, which also equates to about 4-5 hours of hold and wait time and this includes today call when I learned that my funds have not been mailed as told on XX/XX/XXXX. I even gave a second chance after the first rep told me should could not identify my number even after I have gone through this process with each of her colleagues, one of them earlier this year updated my number and now all of sudden the information doesn't match, how convenient How convenient, that no XXXX  was available, and even more convenient did not offer to find one and place me on hold or ask me am I okay waiting for one I asked her to just end the call so I could at least answer the questions on the survey I was selected. I sure wish I was related to senior leadership so I can receive the service that is provide to them ML failed and continue to fail me over, over and over again! I want nothing more than to never in my life have to deal with this company, they have taken away so much of my time. As a XXXX veteran who has XXXX XXXX to go through so many obstacles each and every time. It is hard enough living with a XXXX but also have to deal with companies that do not have any respect of people to at least do their job. I am not asking for top rated customers services ; I am just asking for them to do give me all information and send me money, which is their job. The best service is always the one you dont have to keep calling, they did it right the first time. This would never be tolerated in the military, we take our core values seriously, honor courage and commitment. 

I called and wasted just as much or more time with their 401k department. 
Root cause. 
In XXXX XXXX  I believe his name was XXXX failed. Failed to provide fee with wire, I would not pay this company anything else, my time and lost of money is far past the price anyone should ever have to pay. 
Simply could have entered in the system for the check to be mailed once cleared. I would have not had to call and waste about 3 more hours for a check. I have literally lost the money that should have been shopping spree as my time was undervalued and I wouldve earned more had I actually been on the clock working, cant get my time back and apparently transferred are only asynchronous never to be given to the customer. 
I loathe this company and I hope the CFPB is able to assist and looking for counsel ( 401k still losing money, couldn't get them funds either. I don't like companies stealing from me an if they are not they should train their employee better as my perception is that they are doing this intentionally always another reason why I can't get my money

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