Consumer complaint received 2024-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Hi! 

Our household is coming off having one member of the former two income household being laid off for a year and a half, so all meager savings and unemployment benefits had dried up. I was trying to find something, and I had to borrow a lot of money from both sets of parents. At times our account would go into the negative, but I would transfer money the same day to cover it. I was able to find a job, but at a pretty hefty pay cut. 

We are trying to catch up on our obligations ; yesterday I couldn't transfer any money in to cover a negative balance with XXXX, so I tried having a parent paypal me. I was able to get cash from another bank account ATM to cover the rest of the amount, but my debit card wouldn't work, and when I called customer service, I was referred to a customer protection department that was closed. 

I called back early in the morning on the way to work, and was offered nothing but, " our terms and conditions dictate that we can close your accounts with us at any time, so as of now your accounts are closed and we no longer have a business relationship with you. '' The only thing I can think of that may have made them nervous was me going overdrawn one too many times even though I always found a way to cover it. 

This causes further problems though ; the first rep I talked to said things will likely be cleared up quick once I call the next morning and that I didn't have to worry about charges being returned and fees accruing with the bank or with these other companies. 

Since I probably won't get the account back, that's okay, their fraud and risk are too sensitive at the worst and most inappropriate times ever ( ex. : I bought some bread at a supermarket and spent less than {$10.00} and they stopped everything and worked their tails off to verify me, yet when my card was skimmed and I was at work, they let hundreds of dollars be spent at XXXX XXXX XXXX and I had to call it in and alert them to the theft ). 

There was NO warning ; my husband used to travel for work a lot. What if they pulled this stunt when he was out of town and he had no way back home? What if they did that and we were one of the many people affected by the multiple weather disasters that are KILLING PEOPLE?! 

So I am hoping, if they really paid those merchants, that it sticks and I will pay it back, without them tacking on additional fees for service that they've withheld indefinitely now. I'd love for them to also be on the hook for any returned payment fees with merchants, but I know that's a long shot. 

This is Bank of America. We've tried to stick by them because we got comfortable, and every bank has its issues, but we really should've seen the numerous red flags over the years and not gotten complacent. We were with them for 30 years and they dump us like this! Our whole family banks with them! I think it's time to change that. Their tech has been years ahead of the competitors, but their customer service and the disconnect between their acquisitions over the years ( Countrywide, Merrill Lynch ) has really pushed them to the back of the line. Eww.

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