Consumer complaint received 2025-01-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DE

Complaint narrative:
XXXX XXXX, XXXX, XXXX AM I discovered through the BOA mobile app that XXXX unexplained transactions were on hold by BOA, which caused both my checking and savings accounts to drop to a XXXX balance on XXXX XXXX. About an hour and a half later, I called BOA and reported this unusual activity, suspecting it could be due to online fraud or other unknown reasons. I requested that BOA freeze all my accounts, including my savings, checking, and XXXX XXXX XXXX accounts. 

XXXX XXXX, XXXX, XXXX PM - XXXX PM The outgoing call was disconnected, and my phone ( number XXXX ) could not connect to the BOA customer service line ( XXXX ). 

XXXX XXXX, XXXX I had to dial another BOA service number ( XXXX ) and requested that all my accounts be unlocked immediately, as I had almost no money left at that time. I was extremely concerned about the lack of funds in my BOA accounts, which made it impossible to settle my credit card bills. This situation caused significant financial hardship, raised the risk of personal credit damage, and disrupted my daily life. 
A customer service representative told me that I would need to visit a BOA financial center with two forms of identification, along with an updated address and phone number, in order to have my accounts released. 

XXXX XXXX, XXXX That afternoon, I visited two different BOA branches that offered full services, including a XXXX XXXX financial manager. I was asked to show my physical Social Security card. My drivers license and permanent resident card were deemed invalid for unlocking my accounts. I refused to show my Social Security card, as I had never been informed that it was required by BOA. And then, BOA staff seems fine with showing the drivers license and permanent resident card to my individual information. 

After XXXX XXXX, XXXX I continued to contact BOA and visited XXXX different branches in Delaware regarding my banking issues. However, I was never provided with a clear explanation as to why my accounts were locked. The customer service managers and XXXX XXXX account managers were kind and helped me update my information in their system. While the problem seemed to be resolved during my visits to the branches, it would reoccur after I left. Upon double-checking, I found that my accounts were locked again, with the reason listed as the need for personal information updates. 

XXXX XXXX, XXXX - XXXX XXXX, XXXX Each time I called customer service, I was told to visit a branch in person. After going to the bank, the managers or customer service associates could not explain the specific reason for the account hold, which lasted for almost a month. 
I visited XXXX different locations to report my financial issues : XXXX XXXX XXXX XXXX, XXXX, DE XXXX ( Afternoons : XXXX XXXX, XXXX XXXX, XXXX XXXX ) XXXX XXXX XXXX, XXXX, DE XXXX ( Afternoon : XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ( Morning : XXXX XXXX ) XXXX XXXX, XXXX When I visited the BOA branch at XXXX XXXX XXXX XXXX, XXXX, DE XXXX, I was finally informed that the XXXX transactions had been put on hold for federal reasons. The representative helped me unlock my accounts, and I was told the total amount of the transactions was about XXXX XXXX dollars. However, my XXXX XXXX account, which held approximately {$200000.00}, remained on hold without any explanation, and I was unable to transfer any funds out. 

By XXXX XXXX, I was able to log in to my Merrill Edge account via the mobile app after having provided my personal phone number more than XXXX times for updating in both the BOA and XXXX Edge systems. However, neither I nor the mobile customer service representatives were able to transfer money from my XXXX XXXX account to my BOA or any other bank account. We attempted XXXX transfers of {$1000.00} each and XXXX transfer of {$500.00}, but all attempts failed. 

As of today, XXXX XXXX, XXXX, I initiated a wire transfer from my XXXX XXXX account to my BOA account. However, I am still unsure whether the transfer will be processed. 
I am writing this formal complaint regarding the unjustifiable freezing of my bank accounts, which has caused me significant financial and emotional distress. I was eventually informed that the freeze was due to federal reasons, but no clear explanation was provided for the actions taken. 

The accounts in question were frozen for nearly an entire month. During this period, I was unable to make necessary payments on my credit card with another bank, and my planned car purchase was also disrupted due to a lack of available funds. This situation caused an overwhelming sense of panic, as almost all of my financial resources were tied up in my BOA and XXXX XXXX accounts. Furthermore, after my short-term treasury bonds XXXX, I was unable to transfer the funds. My remaining {$6000.00} balance in my BOA account was also frozen without any clear justification. 

The bank has repeatedly informed me that the account freeze was due to my own request, but despite providing my personal information and phone number on numerous occasions, my accounts have not been unfrozen. Each time I inquired, I was given different reasons for the freeze. Now, nearly a month has passed, and the financial and emotional damage I have suffered has been substantial. I have been forced to rely on family members for support. 

If this action was the result of an investigation by any government agency, I demand a clear and reasonable explanation for the actions taken. It is unacceptable for my entire balance to be frozen with only a vague reason for " hold. '' I should have been promptly notified with a detailed explanation, either through formal email or written communication

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