Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
FORMAL INCIDENT REPORT Institution : Bank of America XXXX / Center # : XXXX Address : XXXX XXXX XXXX, XXXX, FL XXXX Date : XX/XX/year> Time : Approximately XXXX PM ________________________________________ Summary of Incident This complaint concerns unprofessional conduct, repeated miscommunication, inconsistent service, and an improper accusation of racism during a routine banking transaction involving a coin order. 
________________________________________ Detailed Account At approximately XXXXXXXX XXXX, I entered the branch listed above. I held the door for another customer who entered at the same time. 
A female employee who must have been seated in an office near the entrance approached. She spoke in XXXX to the customer who entered with me and provided her instructions. She then asked me what I needed. I stated that I needed to order four boxes of XXXX coins. 
I was directed to the teller line. Shortly thereafter, a male customer entered, stated that he needed to withdraw a specific dollar amount, and the same employee removed him from the line to assist him directly. 
When the employee returned to me, repeated confusion occurred regarding my request. I consistently stated four boxes of 5 cents. Despite this, the employee repeatedly rephrased my request incorrectly as boxes of dimes or the incorrect number of boxes. 
To clarify, I held up four fingers and said four boxes of XXXX cents. When confusion continued, I said cinco only as a numeric clarification in a language she displayed, not as a derogatory remark. 
The employee then stated that no coin boxes were available and that she alone handled coin ordering. I explained that I regularly place coin orders at this branch through tellers and return to pick them up later. She disputed this, stated that I had never ordered there before, and identified herself as the manager. I described the teller that I had ordered from just last year. 
When I reached the teller window, the same confusion continued. The manager and three men including a younger teller opened a window. The younger male teller again mischaracterized my request. At that point, he accused me of being racist, because I explained using a Spanish word. This accusation was unexpected, unfounded, and unrelated to anything I had said or done. 
I calmly denied the accusation and explained that I am from the XXXX XXXX and grew up in multilingual communities. The accusation was repeated. 
The teller then rudely proceeded with the transaction, requiring my card to be inserted twice, providing only one box, and closing the teller window forcefully in a hostile manner. Comments were made as I exited the branch that did not address the issue. I did not get confirmation my original request to order boxes was completed. 
________________________________________ Additional Observations All tellers present were speaking XXXX with one another and with some customers. 
XXXX was used selectively. 
No explanation or accommodation was offered regarding language use or communication clarity. 
The accusation of racism appeared to arise solely from my attempt to clarify a numerical request. 
________________________________________ Concerns Inconsistent customer service practices Repeated failure to correct a clearly stated request Inappropriate and unsupported accusation of racism Escalation by management rather than de-escalation Hostile treatment during a lawful banking request Incomplete customer banking ________________________________________ Requested Resolution 1. Formal review of staff and management conduct at this branch 2. Written clarification of coin-ordering procedures 3. Assurance that accusations of racism are not made casually or retaliatorily 4. Confirmation that customers may conduct business without language-based confusion or intimidation ________________________________________ Closing I am requesting that this complaint be logged formally and reviewed. I am available for follow-up if needed. 
Signature : XXXX XXXX XXXX XXXX Bank of America XXXX XXXX XXXX XXXX XXXX Nevada, XXXX Chat XX/XX/year> around 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