Consumer complaint received 2025-11-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Fee problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
To Whom It May Concern, I am writing to formally report the severe financial, emotional, and medical harm caused by Bank of Americas actions toward my spouse and me, as joint account co-owners. These actions include the freezing and closure of two joint accounts, my spouses small business account, her credit cards including the business credit card, my mother-in-laws checking account ( for which my spouse is also a co-owner to manage future credit card payments ), and my mother-in-laws credit card account, as well as the unjust targeting of my spouse personally. 

On XX/XX/year>, my spouse experienced discrimination, harassment, and XXXX treatment at the XXXX XXXX  due to her XXXX, mobility limitations, and XXXX  background. The incident was witnessed by tellers, my mother-in-law, and at least two other customers. Everything started when the teller told my spouse, " There are no {$100.00} bills, lets give half in {$50.00} bills '' when she tried to withdraw money. My spouse wanted to withdraw the money that her mother had deposited in her account. When the teller said this, my spouse decided to request a higher amount. Afterwards, the teller called the branch manager.

My spouse assisted her mother in withdrawing her money, and her mother was present with her at the bank, speaking in XXXX. The teller initially insisted on giving {$50.00} bills instead of {$100.00} bills. My mother-in-law returned to her home country with only the cash she had originally brought from there, not exceeding that amount. All funds are fully documented, and we have complete proof of all transactions, ensuring there is no misunderstanding regarding any amounts or the source of the money. 

Following this harassment and unprofessional behavior, my spouse withdrew over {$10000.00} from her own account because the teller initially claimed there were no {$100.00} bills, and she wanted to see if that was true. During the second withdrawal, she realized there were in fact enough {$100.00} bills. This demonstrates the harassment and discrimination she faced from the beginning. 

We also have the remaining balance, which can verify all transactions and includes teller fingerprints on the banknotes. If the Bank of America manager intended to harm my spouse during that period, his actions were inappropriate, and his statements were not truthful.

No one should be subjected to such difficulties because they speak a second language. Furthermore, the bank has no right to make any assumptions or judgments about how my spouse uses the money she earned with her own labor, especially if this money is XXXX income. 

Shortly after complaints were filed, Bank of America froze and closed the joint accounts, as well as associated credit cards, without proper notice, explanation, or consideration for our federally protected rights, including my spouses XXXX income. 

It is important to note that under federal consumer protection laws, including those enforced by the Consumer Financial Protection Bureau ( CFPB ), Bank of America can not lawfully retaliate against a customer for filing a complaint, providing a bad review, or reporting issues to the CFPB. Any such action, including freezing or closing accounts in response to complaints, is illegal and constitutes a violation of the customers rights. 

Furthermore, Bank of America returned scheduled payments, causing fees on the other side, while the accounts were frozen. XXXX income in the accounts was subject to scheduled payments, and the bank now claims, You will pay the fees, not us, despite there being sufficient funds in the accounts. There is no justification for the bank to exploit a loophole to appear correct. By freezing the accounts suddenly and without proper notice, the bank can not impose these fees on us or seize our earned rewards without any valid reason. 

My spouse did nothing wrong, yet suffered extreme XXXX  and humiliation. She had to cancel her XXXX XXXX and because we are both XXXX, this situation created an extreme burden on our health. Bank of America punished my spouse, myself, and my mother-in-law for circumstances entirely beyond our control. 

It is unacceptable that the bank assumed any authority over how a customer intends to use their own legally earned money or made judgments about how funds would be used. What evidence does the bank have to justify such interference? 

Additionally, Bank of America personnel explicitly stated during a phone call that if we attempted to record the conversation, they would hang up and provide no explanation. If the bank were truly fair, it would not deny us the right to gather evidence. 

The XXXX XXXX  incident involved Branch Manager XXXX, who treated my spouse in a XXXX and discriminatory manner, harassed her, and forced her to leave the bank. Despite my spouse having done nothing wrong, she endured extreme XXXX  and XXXX  directly caused by the managers actions. The bank did not intervene when another customer engaged in harassment, humiliation, and XXXX behavior toward my spouse. If the bank considers these measures justified, the same penalties and accountability should apply to Manager XXXX, who allowed misconduct toward customers to continue without correction. 

Tellers who witnessed the events did not intervene to prevent harm. Branch Manager XXXX allowed the misconduct to continue, forcibly removing my spouse from the branch and compounding the XXXX. If the bank considers punitive action justified, why was the same action not applied to the customer who initiated the harassment? 

The accounts were closed on a Saturday, delaying notification and preventing timely access to funds. Credit card closures were not known until one week later, during routine shopping, causing additional humiliation. Letters about closures arrived XX/XX/year>, while credit card statements arrived XX/XX/year>, after the freeze and closures had already occurred. 

My spouse, a XXXX person, was subjected to unnecessary XXXX, worsening her medical condition. She endured the closures, forced transfers, and account management while managing disability-related limitations. 

If the bank justifies closures and punitive measures, the same accountability should apply to Manager XXXX. These actions demonstrate systemic failure, lack of oversight, and discriminatory behavior. 

We request that the bank review and reverse the unjust closures of the joint accounts ; reimburse all financial losses, fees, and late payments caused by the freeze ; return confiscated rewards or benefits associated with the accounts ; provide a written explanation of the actions and rationale, including why the customer who initiated the harassment was not subject to similar penalties ; investigate discrimination, harassment, and retaliation by branch staff, particularly Branch Manager XXXX ; and ensure my spouses and co-owner rights are fully restored, with safeguards to prevent recurrence. 

In short : My spouse was subjected to extreme humiliation, XXXX, and discrimination, and I was unjustly punished merely because I am a co-owner on the joint accounts. The banks actions are unacceptable and have caused financial, emotional, and medical harm that should be rectified immediately. We do not accept verbal explanations or phone calls regarding these actions ; all notifications and justifications must be provided in writing. 
Proposed Fair Resolution 1. Financial Compensation We request that Bank of America fully reimburse all fees resulting from returned or blocked scheduled payments. Any late payment charges, overdraft fees, or other penalties caused by the account closures or freezes should also be refunded. Additionally, all confiscated rewards must be restored or compensated, including XXXX points and {$590.00} in cashback, as well as any other withheld benefits. 
2. Credit Reporting Protections Any negative effects on our credit scores caused by closed credit cards or returned payments should not be attributed to us. We request written confirmation from the bank to all credit bureaus clarifying that any such credit impacts are the responsibility of Bank of America, not ours.

3. Explanation and Accountability We expect a detailed written explanation of the reasons for account closures, returned payments, and confiscated rewards. The bank should also conduct a thorough investigation into the conduct of branch staff, particularly Branch Manager XXXX, regarding harassment, discrimination, and retaliation. Written assurances should be provided that appropriate corrective or disciplinary actions will be taken against responsible employees. 
4. Non-Retaliation Assurance We require written confirmation that we will face no retaliation for filing complaints, providing negative reviews, or reporting issues to regulatory authorities, including the CFPB.

5. Compensation for Emotional and Medical Harm The extreme XXXX, humiliation, and emotional XXXX  caused by these events must be fairly compensated. Any medical or therapy appointments canceled or disrupted as a result should also be reimbursed.

6. Recognition of Documentation and Evidence All documentation we have, including teller fingerprints and transaction records, should be formally acknowledged as valid evidence of our claims.

7. Policy and Process Improvements Finally, we request a commitment from Bank of America to review its policies and provide additional staff training to prevent discrimination, ensure accessibility, and improve the handling of customer complaints in the future. 

Sincerely, XXXX XXXX

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