Consumer complaint received 2024-06-05 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:
My Business and personal bank account was closed down without warning XX/XX/XXXX. I was in the process of paying bills for my buisness and Bank of America locked my account. Upon calling customer service I was told that I have been placed into XXXX XXXX for a Fradulent check that was deposited into my account for a client we assisted for help with her Student Loans, in the amount of {$190.00} XXXX. We use a merchant company to process our XXXX payments called XXXX XXXX. the customers payment was submitted XX/XX/XXXX as requested per customer so we can begin to render services. Upon processing the ACH payment for {$190.00} XXXX  it was returned and flagged for fraud. Upon getting the notification we reached out directly to the consumer the let her know what happened and she said the payment was returned due to insufficient funds and that she never reported fraud on her account and that is a mistake and that she would reach out to her personal bank. upon doing so the customer said due to her rent being payed towards the end of the month her payment declined and there is no fraud on the account at all and also issued me in writing that she would do everything needed to assist to resolve this matter. Bank of America then several days later on XX/XX/XXXX Froze all of my accounts personal and business placed me into check systems and said that all of my accounts with their institution will be closed and that I do not have access to my funds and will be sent out a check in XXXX weeks and that I will have to call the XXXX XXXX department and submit an appeal. I then the very next day of XX/XX/XXXX at XXXX. when my home branch opened i went inside to try and resolve the matter and let them know that this is a BIG MISTAKE and that no fraud was or has ever been committed by me or on any of my bank accounts that I have had. i spoke to a young lady by the name of XXXX who has been employed with bank of america for 11 years she said. I was then told there is nothing she can do to assist me once my account is closed and that i have to dial a number which is the risk closure department and speak to an agent to help me. Upon calling the risk department with XXXX inside of her office with myself and my mother, my identity was verified and we begin to try and resolve the issue. My mother then spoke to Bank manager XXXX XXXX and upon doing so XXXX then reached out to the risk department and I provided the bank with a copy of the consumers Service Agreement that was Signed by the customer XXXXXXXX XXXX XXXX XXXXXXXX so that we can begin to render services to her. and that included all of her infomration services to be rendered as well as her payment dates, the amount, as well as her payment method on file being her bank account routing and account number. Also submitted was email directly from the customer stating that no fraud has been commited and that she authorized the payment of the {$190.00} from her account and it did not go through due to her account having insufficient funds. Also submitted was a copy of the XXXX XXXX  for the consumers payment. and also a transcribed conversation that was recorded with the consumer saying that she never said fraud was commited by us or to her.

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 monetary relief