Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
To Whom It May Concern, I am writing to formally report a distressing and unacceptable customer service experience that occurred on Monday, XX/XX/year>, at approximately XXXXXXXX XXXX XXXXXXXX. The behavior of your representative not only obstructed my ability to access my funds during a high-value transaction but also demonstrated a concerning lack of professionalism and accountability. 

I was at XXXX attempting to complete a {$2300.00} purchase when my Bank of America debit card was repeatedly declined. I immediately contacted customer service for assistance. The representative told me my card had been unlocked, but it continued to be declined. 

While he was troubleshooting, I quietly muttered to myself, " Been waiting XXXX XXXX XXXX XXXX XXXX XXXX XXXX  minutes to get this taken care of. " * The representative responded by interrupting the process to say, Lets keep the conversation professional. I clarified the comment was not directed at him, yet he insisted I verbally say yes to keeping it professional before he would proceed. Despite ultimately agreeingunder pressurehe told me it was too late and hung up the call without helping me. 

I then requested to speak to a supervisor during that same call, and the representative explicitly denied my request. When I told him he could not deny escalation, he threatened to end the call unless I complied. He followed through, disconnecting without resolution. 

Following that : I called back and spoke to a second representativea womanwho was going through the account verification process with me. 

Mid-call, the connection was lost. Despite having my number clearly on file, I received no follow-up call or attempt to reconnect the session. 

I had to initiate a third call, reverify everything again, and spend another 30 minutes before the card was finally unlocked and usable. 

This entire ordeal lasted well over an hour and a half, delayed my purchase, caused public embarrassment, and wasted my timeall due to unprofessional behavior and repeated service breakdowns from your customer service team. 

I am formally requesting the following : A full review of the recorded call from XX/XX/year>, at or around XXXX XXXX XXXX  Access to the full audio recording or a transcript of that interaction Documentation and investigation into both representatives ' handling of my calls, especially the refusal to escalate and the lack of callback after a disconnection A formal explanation of what corrective or disciplinary action will be taken Consideration of compensation for the time lost, the inconvenience I experienced, and the public embarrassment caused by this preventable issue No customer should have to beg for access to their own money, be denied a supervisor, or be disconnected and forgotten. I expect this matter to be taken seriously and handled with urgency.

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