Consumer complaint received 2025-06-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
I am writing to formally file a complaint regarding an unacceptable experience I had at XXXX the bank of America branches on XXXX XXXX XXXX XXXX XXXX, Fl XXXX on Saturday, XXXX, XXXX after receiving my XXXX XXXX XXXX and needing assistance with retrieving or setting up a XXXX number, which I had not received by mail. 

Upon arriving at the branch, I explained to the teller that XXXX from out of state and urgently needed to access funds from my business account. Despite clearly verifying my identity with : My North Carolina state-issued ID with a XXXX XXXX XXXX ( federally compliant ), My Business Debit Card with both my name and business name, My Personal Debit Card ( I have been a customer of Bank of America for over 20 years ), And confirmation of business registration via XXXX showing my ownership, I was denied assistance. The teller stated I would need to return on Monday, despite there being multiple employees present and it being only XXXXXXXX XXXX ( the branch closes at XXXX XXXX ). I asked to speak with a manager, who repeated the same statement and appeared dismissive of the urgency and legitimacy of my situation. 

At this point, I called a Bank of America representative through customer service. She confirmed over the phone that the branch could help me and that I should not have to wait until Monday. I kept her on the line as I waited. Despite my repeated request, the in-person manager refused to speak to the representative on my phone, which I was later told by the rep is not Bank of America policy and that the manager should have cooperated. 

I was then questioned extensively about my business account, including incoming wire information and last transaction details, some of which I could not recall exactly. Still, I provided all other forms of verification mentioned above. At XXXX point, they referred to updated information on my personal account, even though I was not there for personal banking, and I never requested changes to it. It was used against me to justify denying service which I find inappropriate, irrelevant, and misleading. 

The representative on the phone acknowledged that the staff at the branch were giving me excuses and that their treatment was wrong. I fully agree. Not only was I denied access to my own funds, but I was dismissed, made to feel interrogated and humiliated, and ultimately left the branch without assistance, even though I had every document and piece of identification necessary. 

I demand : XXXX. A formal explanation as to why I was denied service. 
XXXX. Clarification on the branch policies regarding identity verification and staff obligation to assist business customers. 
XXXX. An investigation into this branchs conduct and how customer escalations are handled. 
XXXX. A formal apology for the poor treatment I received. 
XXXX. Information on where I can escalate this further including the XXXX of the CEO, internal resolution team, or external regulatory bodies if needed.

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