Consumer complaint received 2025-07-22 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/year> I went to Bank of America at XXXX XXXX XXXX XXXX XXXX, Ca XXXX to cash a {$15000.00} insurance check. I gave the teller, a woman named XXXX, two valid forms of IDmy government-issued ID and a XXXX card with my name on it. As soon as she saw me, she started looking at me funny. XXXX XXXX, and I could already tell I was being profiled. After checking the check, she goes, Let me see if we even have this much money, which made no sense because I know BofA has the ability to fulfill {$15000.00}, especially for account holders. That was red flag number one.

She walks off, comes back, and says they dont have enough cash to give me. I told her the insurance company sent me to this bank directly with instructions that theyd cash it with two forms of ID. Thats when she started giving excuses about how Id have to order money for anything over {$10000.00}, which is something Ive heard before usually when banks are trying to give XXXX people a hard time. Ive been banking and cashing checks for years. I know that line when I hear it. 

Then XXXX XXXX, the financial center manager, walks over. I try to speak with him, but he waves me off and walks away without even listening. Thats when another employee, XXXX XXXX, comes out and starts saying the same thing about withdrawal limits and ordering cash again, all the same excuses that are usually used to avoid helping someone. I hadnt even shown them my Bank of America debit card at that point because I already knew they were trying to treat me like a non-customer. 
Eventually, I say finejust deposit the check into my account and give me {$10000.00} now, and Ill come back later for the rest. They make it seem like theyre about to help, but then they go back to stalling. XXXX and XXXX XXXX are just sitting there staring at the computer, whispering, giving me side-eyes like theyre looking for a reason not to go through with it. 

After stalling for over 40 minutes, XXXX comes back and says they cant accept the check at all because it says XXXX XXXX and did not have my SUFFIX even though Ive cashed checks with my name on them my entire life. I told him my name hasnt changed, and this isnt new. Thats when they completely refused to cash the check and also started acting weird about giving me my own money from my savings account. I asked for the {$2600.00} I already had available, and even that turned into a problem. 

They tried to get me to go use the ATM instead, knowing that it would cost me more in fees because its a savings account. I had to raise my voice and start recording before they finally gave me my own money. They made the whole thing a humiliating and stressful situation, and it was very clear that it was racially motivated. This wasnt about procedure this was about disrespect, bias, and discrimination. And to prove my point, I ended up depositing the check into the ATM myself, and now the money is pending, but it shows that the bank is still going to accept it. 

I left that branch feeling harassed, disrespected, and targeted because XXXX XXXX. The way they handled me was completely out of line and unprofessional.

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