Consumer complaint received 2025-09-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
It all started because I want to transfer money from my bank of america account to a Revolut account. I needed to move my money as I want to close my bank account which I don't use anymore. I tried to make some transactions that were refused by the bank. I called the bank in different opportunities, and they verified my identity usign the Mobile App. I requested in different opportunities to allow those transactions from my account to Revolut, but they continued to refuse the operations I made. I just could transfer XXXX usd, and then XXXX usd when I was on the phone with the bank. The girl who helped me said that if I wanted I could tried to make another transaction again while on the phone for the total of my current balance. I tried again, with her at the phone, and the transaction was refused. She told me that it was an error from the provider and that I needed to wait 15 minutes before trying again.I asked her if the bank had deleted the restriction, and she told me that I would not have the problem again as I've already confirmed that it was me trying to complete the transaction.I waited for couple of days, and then I tried again. Of course, the transaction was refused again!

I called one more time to bank of america to complain, and I found myself with the surprise that my Mobile Account " was not available for me at this time ''. They locked my Online banking without any reason. They said that the only verification method for my bank account was a the text messagge.

The problem is that the number that it is associate to my account is not active anymore. It is an old mobile phone. I never could update it as bank of america just accept U.S numbers, and not international numbers. I don't live in the U.S, so I don't have any US number to provide. Additionally, it is not possible to leave the mobile phone field empty.

I complained about the fact that they have all my personal information such as questions and security answers, passport number, email address, etc. so it is not acceptable that the " only verification method '' for my account is a sms. They told me that the only solution is to go to a Bank of America office to complete the verification of my identity. I am not in the U.S, I live abroad.

In this moment, I found myself without any possibility of access to my online banking, without knowing the current balance as I can not open the bank statments despite of I keep receiving the emails saying that they are available in the Online banking.I can not move my money to my Revolut account as the transactions are always refused because of " suspect activity '', despite of I called hundred times to confirm it was me. I can not close my bank account and worse they are going to make me pay the monthly fee. 
I live in XXXX, so It is not easy for me to go to a Bank of America office. I need another solution, in order I can get my money and close the account.

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 non-monetary relief