Consumer complaint received 2024-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
We have recently reported XXXXXXXX XXXX and XXXX to the Division of Banks. Despite providing endless proof to both via bank statements, faxes, canceled checks, transaction ids and mountains of additional documentation ; they continue to blame our bank for losing payments to them that our statements clearly show that we made. They have also refused us access to any escalation point or single point of senior content to send our private information to having lost that information on many occasions ; thereby violating our privacy. 
In going back to our bank, Bank of America, yet again after XXXX blamed them we began to discover VERY concerning behavior from bank of America . Namely, the following VERY serious issues : 1. We have all our original bank statements. In dealing with the XXXX and XXXX issues, we learned that Bank of America has illegally modified our bank statements after the fact. The originals have valid transactions and transactions ids from a year ago, that were also there just a few months ago, that have since been removed. This represents illegal and unethical behavior from Bank of America and they should be investigated. 
2. We have canceled checks that Bank of America has sent us back as proof of payment that they now can not find. 
3. We have fax receipts and bank letters, including communications with our lender that Bank of America is now claiming do jot exist. 
4. We have 30 interactions with Bank of America, Case IDs, Employee IDs that they are trying to say do not exist. 
5. We have gone into branches ( check the video ) to try to resolve BOAs pieces of this issue only to be pushed online or to the phone support. Only for both of them to push us back to a branch. Its an endless circle. 
We have attached a timeline of all 30 interactions with Bank of America, a bank we have banked with for nearly 30 years. Were tired of the bank laming the lender and the lender blaming the bank. We have mounds of paperwork, official letters, emails, faxes, statements and canceled checks. Were happy to share with the Division of Banks. We are a completely open book. While XXXX and XXXX serious issues that you should investigate and audit, so does Bank of America . It is illegal to modify bank statements without proper authorization. These modifications did not happen until after we reported XXXX and XXXX to the Division of Banks and the Consumer Financial Protection Bureau . We find this very odd and concerning and suggest a full investigation that should now include Bank of America. Someone authorized removing activity from our account and we deserve to know who, why and when. In particular we deserve to see all communication between XXXX, XXXX, XXXX and XXXX ( XXXX XXXX ) regarding our account. Most importantly we deserve to have this issue fixed and out over {$30000.00} rightfully accounted for so we can move forward. Additionally, we suggest the Division of Banks helps make sure this doesnt happen to other people like us again. 
Please see the attached timeline, case ids, employees and bad ids for all interactions with bank of America. We welcome the Division of Banks investigating and reviewing all our original documents. I think youll find some serious concerns from the bank and the lender. Well make ourselves readily available and share all information to show you there is something serious happening here that deserves resolution and protection for people like us in the future.

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