Consumer complaint received 2026-01-12 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 am a Bank of America customer who has lived overseas in XXXX for approximately two years. Bank of America has been informed multiple times that I reside outside the United States and travel internationally on a long-term basis. 

Despite this prior notice, Bank of America has repeatedly frozen my account for suspected fraud while I am abroad. In the most recent incident, Bank of America completely blocked my access to my account, including debit card usage, online banking, and the ability to make payments. 

On the day of this incident, I spent over four hours on the phone speaking with at least five different Bank of America representatives and managers. I was repeatedly transferred, placed on hold, or disconnected without resolution. No representative was able or willing to restore access or provide a viable path forward. 

Bank of America has refused all reasonable methods of remote identity verification. Although my Bank of America mobile app has fingerprint and facial recognition enabled, these methods were not accepted. Representatives would not ask identity-verification questions, would not send a verification code to my secondary phone number already on file, and would not offer any alternative verification method. I was explicitly told that the only way to restore access is to physically walk into a U.S. branch, despite Bank of America knowing that I am overseas and unable to do so. 

Bank of America did not identify any fraudulent transaction or unusual activity to me. There was no activity on my account outside of my normal usage patterns. The account restriction was based solely on Bank of Americas perception of risk, without evidence provided and without offering a reasonable way for me to verify my identity. 

As a direct result of this account freeze and refusal to provide any reasonable access or verification option, I suffered immediate and foreseeable harm. I was traveling internationally and was required to change a flight. Because my account was frozen, I could not pay the required change fee, could not arrange transportation, and lost a first-class airline ticket valued at approximately {$5000.00}. 

Additionally, I was left without access to funds for basic necessities, including food, transportation, and accommodation, placing me at risk of being unable to meet essential needs while overseas. 

This is not an isolated incident. This type of account freeze has occurred multiple times after Bank of America was informed of my overseas residence. The denial of access was indefinite, with no reasonable or achievable path to resolution provided. 

Bank of Americas actions left me without access to my own funds while abroad and without any reasonable way to avoid the harm. I believe this constitutes an unfair and abusive practice. I am requesting immediate restoration of access to my account and review of the financial harm caused by Bank of Americas actions.

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 non-monetary relief