Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
b"This might be my last hope to talk to someone that have common sense, I live in XXXX and never before had so many problems with since I live here in XXXX with BOA.\nPlease read the last chat I had with a csr from BOA \nThis is a copy of my chat with a BOA person on XXXX\nHi XXXX, your message is being routed to a BOFA Social Media Advocate. We'll connect with you as quickly as we can.You sent: that is wy they blocked my account for asking a code and retrying to change my password BOA claimed I needed to do but your sytem doesn't work I had to redo it even though according to your email I was all set to go but no such luck even the csr's could not help me I need to get to my money to pay my bill soon XXXXA Bank of AmericaGood Afternoon, XXXX .Allow me a moment to see how I can assist timely and then call to connect. ^XXXX, : ok XXXX because I need this resolved today Bank of America I will call now. ^XXXX You sent they say is successfully resolved but everytime I try to log in the system tells me I need to change I am running out of passwords and patience You sent BOA blocked my account not being my fault but BOA and I have suffer for it, like I did getting my credit card replaced took four months als not my fault. You sent: I wish you can call me but you catcall out of the states the call what about browsing with me on the computer so you can see Bank of America Thank you for making me aware. We have a secure chat option but that is if clients can successfully log into their online banking. ^XXXX. Bank of America So for this request, you would need to call XXXX.If you need help connecting, please let us know. ^XXXX You sent they claim that they need to identicate me before the can talk to me because they claim without doing this they can't get into my acount Bank of America account I apologize, but that is the only option we have available to us. ^XXXX. You sent: called five times yesterday all I got more frustration because the identification process waited sor almost three days for that nonses and then they claim thank you for being a valued customer You sent:.so what you are telling me is I have to go to a branch like the other once tell me to do Bank of America ^XXXX I will document the concerns, but that is the team we need to get you to. ^XXXX . You sent: can you get to them because the csr won't unlesss she can identify me Bank of America ^XXXX I would be happy to connect you to them. ^XXXX You sent: ok You sent I am calling them now Bank of America I called the number and it rang for a bit and no voicemail answered. If there is a better time let us know. ^XXXX You sent let you know the outome You sent because I am on the phone. Bank of America Ok! Thank you for letting us know. That is the only team that can assist, as the Social Media team cannot help with this request we can connect with you. ^XXXX You sent he couldn't and transferred me still waiting You sent. 'I gave him all the inf he asked for You sent and waiting I thought he could help me You sent high volume that is why I spend already two full days without getting anywhere You sent it seems to me they should have a direct line so that You sent I don't have to wait at least half an hour and again going trough all the needed numbers and many times that is a problem because they claim the wrong number You sent still on the phone Bank of America I do apologize on that and will take note, ^XXXX You sent finally talked to someone but seems to have problems helping me he put me on hold twice after l explained what I told you Bank of America I do apologize but the other option is to go to when able to a local branch with two forms of valid ID. ^XXXX You sent also the number l got from XXXX doesn't work because it has three or four commas between two numbers the operator tells me incorrect number You sent still on hold Bank of America. This is the number you need as mentioned: XXXX. XXXX You sent I have been on the phone for over an hour which should have been done in XXXX or XXXX Bank of America I apologize for that. ^XXXX You sent. he came back and can't fix it and transfer me again.You sent new guy he checked and can't figure it out neither and put me on hold You sent again got disconnected , what now Bank of America. I can call and connect but as I mentioned I do not know what the wait will be as well as as the other option of the Financial Center. ^XXXX.You sent after I got disconnected I called and this lady tells me I need to go to a brach she is with the XXXX department I can't believe it several csrs ask me XXXX questions to identicate me why can't all of them do that and supposedly the last fraud guy I talked to was a higher up in the department and he put me twice on hold because he didn't know how to fix it and I got disconnected. is there a XXXX department for checking the program because two of them told me that I have to talk to the XXXX dept.You sent well I have been waiting for three days and before four months I am use to it but I need it fixed this is totally unacceptable and hate to put you in the middle but I need help big time Bank of America As mentioned the team you need can be reached at XXXX. The the other option is to go to a Financial Center with XXXX forms of valid ID. I do apologize for all that is happening, but those are the only two options we have available as the Social Media team cannot assist. ^XXXX You sent l called them three times will de bank send me $XXXX because that is the least it would cost You sent $XXXX They think it is a normal thing to tell a customer to fly back to the states to be identified themselves. And they didnt think anything of it, so I offer the same thing to come here and Identify me but this seem to be a one way deal even though it wasnt my fault I got blocked the BOA system failed and I have to pay for it big time. See successful, but it never was the system made me start over and over again which triggered a block and nobody I talk to when I presented the problem. As you can see it was succesfull but it wasn't because they made me do it over and over again until for the fraud people enough. and enough and block my account no looking into the problem what the last fraud person did instead of asking someone he just said I don't know and left me hanging, I call this incompetent and no care about all the people I talked to shame on you how you expect me to buy a plane ticket since they blocked my card think about it I am trying to send the 6 emails from BOA that my change of password was successfully completed 6 times but not true it made mi do it over and over again which cause them to block my account. XXXXXXXX waited four months to get my credit card replaced have been verified everytime by the XXXX department over the phone on a by weekly bases that is because I made calls for XXXX months to get it. After four months of batteling and talking to the XXXX department XXXX times and supposedly having send my card XXXX times I finally received it, now ten days later I tried to get into my Account and was told I needed to chacnge my code for securerity reason, eventhough I could get into my account on Ipad and Iphone. So I did after three tries I called because after every I tried it went back to the same page. They gave me a temporate code and was to change it as soon as I got in. tried it but same problem called again and talked to the XXXX department, she gave me a code but this time I asked her to stay online while I put it in , same problem she couldnt believe it but could not help me either but will connect me with the XXXX department she dailed I got disconnected. Called again talked to the XXXX department he gave me a code and I asked him to browse with me he agreed after he got in he followed me putting the code samething tried it again and suggested not to have the info put in automaticly whit the computer but manually I did same problem like a revolving door. He told me that he couldnt do anything more to help me but would connect me with the tech department after XXXX got disconnected, that was after four hours on the phone, so I waited till the next day. Called XXXX times and they couldnt help me nor the XXXX department because the couldnt identicate me and told me to go to a brach for help I told her that I couldnt afford this because I live in XXXX but didnt matter she couldnt help me. I can afford to wait much time more my car insurance is due an I have to live and not be able to get into my account I have no money to live. Need help desperately, can I get som help asap? XXXX XXXX and everytime I called I needed to be verified by the XXXX department all of a sudden it can't be done but they want to see me in person that means buying a flight ticket stay in an hotel rent a car while it can be done over the phone. Strange they can fly to the moon and back but they cant find a way to unblock my card. While it is very simple and not complicatd at all. Simply use the XXXX app and or any program like XXXX. , you can see the person and the needed ids and also can be sent too simple its easiier to say you need to go to a banch even though I made them aware that I live in XXXX I am sure that I am not the only one with a BOA acount that lives abroad. Saturday XXXX XXXX after six days of calling and pleading there was no wy to could nor would help me only liesseveral fraud officers told me they couldnt help me unblock my account but I nees to go to the bracnh to take car of that One person told me that my account was frozen and one account was block they wouldnt tell me why another one told me she couldnt help me but that I could cancel the accound and reopen a new account and have everythin transferred from the old to the new account. I ask her how she claimed I have to call the department that does this and can do it on line but she couldt and transferred me. New person he told me that I couldnt do this nor could I withdraw or transfer anything and might take 10 months for the investication. My best bet would be go to a branch after I explained the emails a got my change of password was successsfull six times and live out of the country. Well that was it my cup runnet over building a hous no acces to money and need to eat we opened a couple of credit cards so we could pay for the trip. Sunday night at XXXX we took the bus from the XXXXXXXX XXXX busstation to XXXX airport, low and behold two hours and an halve it broke down luckily another bus was on its way to XXXX XXXX and from thre we were suppose to get to the airport, good thing we had enough time. Waiting for a flight in XXXX I received a phone call suposedly from BOA telling me my account is unfrozen and my credit card unblocked I told her thanks but I wish you would have called me yesterday I am going to visit a branch and she hung up. Checked into my flight as soon as I sat down got a phone call again supposedly from BOA , I explained someone just called me and told me everthing was clear but I still cant get into my account she said no and gave me a email address and phone number per email . Called the number nobody answered send an email never heard back. Next day went to the bank and ask why my account was frozen and blocked she couldnt explain but said there are several things, but I said I need to, no so to avoid more problems she said dont worry about it its fixed tried to login and yes it worked took her XXXX and I spend several days for a XXXX fix I think the Bank should be resposible for all my troubles and answers.\nThis below I added after I had already written my complain and was on my way to the branch:\n\nI send these two emails to XXXX, her address was giving to me the seccond call when I was sitting in the plane waiting for takeoff.neither emails were answered, also a phone number XXXX was given and was told to contact XXXX but none off my calls got anweredXXXX XXXXXXXX XXXX \nFrom:XXXX XXXX XXXX XXXX XXXX XXXXnThis morning i received a call in XXXX at the airport about my account and asked some question about it to help me to open clear my account. After she seemed to be satisfied with my answers she told she was going to-clear and open it also clear my card and use it today. Hour later I tried i still can,t. later while checcked in my seat got another phone call confirm the person that called me earlier and telling me it is not cleared up an was going to send more info and the lady van this XXXX that called me and I was to call her. As of yet nothing, l dont if Boa is playing with or what but this not the way of treating a customer especially for four months and have incompetent csrs telling they cant help nor their managers not even people from the XXXX department, they even couldnt answer some work related questions. Sorry l had a business in XXXX XXXX but i could never do that to my customers if l had l wouldnt have my business very lpng. Ok put your cards on the table and show me what you have.\n \nXXXX XXXX \nFrom:XXXX\nTo:XXXXXXXXRegards,XXXX XXXXof\nhave been battling with your bank for about an year about blocking my account. All the years I lived in XXXX never happens but since I live in XXXX too often.I am sending just the last blocking problems , mind you BOA now put the pedal to the metal got an email they blocked everything credit card on line . this is my only income I have to live, I guess BOA wants mi to XXXX so they can collect my money for neglect of use.I am sending you the last blocks read and enyoy."

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