Consumer complaint received 2024-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
First and foremost, I do not support or condone and find such as gravely unacceptable : XXXX XXXX XXXXXXXX, deliberately and maliciously and intentionally dishonoring or disrespecting another human being. Good ole Bank of America, the only bank in the great USA with which I have had relationship since I was XXXX years old, is also publicly-traded on the XXXX XXXX XXXX XXXX. '' In fact, to me it looks like they may have tried to take a symbol as close to BANK as possible while many other publicly-traded institutions, also being banks, enjoy a public and profiting presence on the same awesome XXXX. In the late XXXX  's, and at BOA 's former location on XXXX XXXX across from a portion of XXXX and adjacent to XXXX XXXX, I once went with my great and superiorly-awesome Aunt, Aunt Edit, to deposit appx. {$50.00} in earned-money, quarters she gave me ; all of which was XXXX XXXX XXXX XXXX XXXX XXXX Now, two XXXX  ago BOA, and I repeatedly attempted to contact BOA customer service about the issue, refused to sensibly or truthfully, fairly or ultimately even at all, respond to me let alone XXXX the due refund which was only for a contested $ XXXX {$50.00}. Customer Service is owned and accountable to Shareholders, BOA is not a private bank... and I am growing quite concerned at how an Institution can be approved for operation and membership on a public exchange, and be greatly accountable to the public let alone also SEC, and I could also go buy stock if I wanted to, let alone any number of other related equities, and such a highly-regulated move and process can seamlessly occur yet the bank can go mum over a credible refund request. All I can say is that this is not for me, and this won't work for me. -- -- -- ON XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, I entered the Bank of America Branch XXXX on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX in fine XXXX XXXX Arizona . I had never been the the branch before, and had only one subject to discuss with XXXX XXXX and one with Bank of America. I traveled through the door and bent to the right where the offices are, and out from an office to me came a lady whom, in the process of walking toward me, re-affixed her mask onto her face. OK, no judgment and to each his own, however she did not ask I was there for, so I told what I needed and/or sought to achieve and learn, and she then took my ID and walked up, without telling me I could do so, to the front counter. From there, she talked with the Teller for appx. 3-4 minutes, and for and about who knows what, and then the mystery agent, who never introduced herself, returned to me and said that I needed to come back at XXXX. HA! I just went out of the normal course of activity, by about an hour, to go to a bank that, and this needs no further explaining but is packed and rife with problems if not, perhaps but I make no allegations, illegalities, as well. Oh, just go sit in the parking lot for 3 hours? Go back to where you came from, invent some tasks in the meantime, force yourself into a nap, for example, or rather kindly waste into oblivion the invaluable commodity of time ... and, come back at XXXX. No, BOA - your business is open for business, the hours are posted on the glass and the website, and nowhere does either day that this is protocol or procedure, or that rightfully-accessing customers have to, or are expected to, get truly runaround, not to mention without explanation like that and under all of those circumstances. So, I said that is not going to happen and I request to talk to the Branch Manager. She replied that I can get a Supervisor. The Supervisor, who said she is the head director of the Branch, came out to the lobby and I shared with her the situation. I do not want to judge people now, or still, for whatever it is their private reason, currently wearing masks, but when the Agent who briefly spoke with me, then went up to the counter - WITH MY PASSPORT - and returned 5 minutes later to only tell me I needed to return in, like, XXXX hours, also grasped and moved, and reattached her mask and all its fabric right before walking out of her office to tell me that. I once thought a greeting, an introduction and possibly even an offered hand-shake is sometimes a possibility. She had no idea how much money I was worth or due ever to receive. Yet, she arbitrarily told me to come back in, basically, three hours when, as it turned out, the Manager was sitting in the back available to help and meet, and preclude my having to go do whatever for the hole of XXXX hours. XXXX XXXX XXXX, whose card reads that she is the Financial Center Manager, also has a boss named XXXX XXXX who is her Manager. Thus, I find being told that she is the Branch 's top manager possibly in question. Where was XXXX when I asked for banking and financial, XXXX assistance? ALL I SOUGHT WAS STATEMENTS, and TO ASK XXXX XXXX ONE QUESTION. XXXX XXXX proceeded to sit at someone else 's desk that is in the lobby and spend 20-30 minutes manually entering, click-after-click-after-click, a request for statements for all of my prior and closed BOA accounts. My goodness ... This lady was working so hard, while at someone else 's desk, going through the most arduous and time-wasting, possibly illegal overall process, yet as one example the Staffer that commanded a XXXX return walked out of the building right in front of the XXXX, XXXX XXXX, so she could bat cleanup and take care of whatever the Customer needed and requested. XXXX told me, on behalf of Bank of America in both Texas and Arizona, that I would be able to receive and I would be given the requested documents. I find it interesting that the Bank has all the statements much further back than seven ( 7 ) years, and they told me that by how the process went, but they only point-and-click with the mouse up to what their computer calendar tells them is the seven ( 7 ) year mark, and that's all I get. Anyway, on XX/XX/XXXX I received confirmation emails from BOA that seemed to occur immediately as XXXX input the requests into the system. ALSO AND REGARDING THE CREDIT CARDS, did you know this???, I can not place the request in writing or by email, No- it has to be done only by phone! Well, what if I want to retain a written log of communications, a copy for my records of the request, and also don't wish to spend the possible XXXX minutes stuck and forced to be on hold for a call that could drop, an agent experience that could require, for whatever a reason and possibly this could not be the case, a Supervisor? NO... I can submit the statement request in person, and not even have to be the one checking all the boxes on the screen that I can not see ...? ... wow ... .but regarding an equally BOA-account, and accounts, I have to leave and call in order to request the same thing, generally-speaking for the same product. Who makes these rules, where are they in terms and conditions or posted on the wall outside the bank or even on the bank 's website. Now, XXXX full days later, no email response. By the way, while we sat at XXXX 's desk for XXXX minutes while she clicked through the request that I did not get to see or view, or confirm, we had to do it again because it dawned on me to also request a copy of ALL check images, both for those deposited and issued by me. All we talked about, which I brought up while the silence and clicking happened, was how I can never figure out how ladies are able to walk in high-heels. It looks impossible yet seamless at the same time, and I asked, and talk about bringing up the most random conversation to make the torturous time pass, hopefully, that much quicker : if the heel ever snaps, breaks, or to what extent that is repairable or a backup pair of flats are kept in the car or backpack. That was the best and only conversation that I made while I had to sit and watch her do all of this work on my behalf, when there should be a way that I could do the same. Still no statements.

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