Consumer complaint received 2026-03-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I opened a bank account with Bank of America on XX/XX/XXXX. On XX/XX/XXXX, my account was closed by the bank without any explanation. The remaining balance in the account was {$30000.00}, and on XX/XX/XXXX, the bank issued a check for this amount and mailed it to my address. However, I was on a business trip at the time and was not present at the address to receive the delivery, which resulted in the check being returned to the bank. On XX/XX/XXXX, I requested by phone that the check be reissued. Between XX/XX/XXXX, and XX/XX/XXXX, I followed up with the bank approximately XXXX to 8 times, both in person ( at a XXXX location ) and by phone, to request updates and a tracking number. During each interaction, I was told that the check had not yet been processed, up until XX/XX/XXXX. However, on XX/XX/XXXX, during an in-person visit at a Bank of America XXXX XXXX XXXX, XXXX was informed that the check had actually been sent on XX/XX/XXXX. I then contacted UPS, who informed me that the package was marked as delivered and signed for by someone named XXXX, a person I do not know. Additionally : There is no photo of the delivery There is no verifiable signature available The delivery record does not show my full address ( only XXXX, FL ) I was never provided with a tracking number by the bank at any point until XX/XX/XXXX I never received the check and have no knowledge of who signed for it. On XX/XX/XXXX, I visited a Bank of America location in XXXX XXXX with a trusted friend acting as my translator because I do not speak XXXX. During this visit, a branch representative, XXXX XXXX, who was very professional and polite, assisted me. The branch then contacted the banks closed account department at XXXX and spoke with a representative identified as XXXX XXXX. During this interaction, I requested that the bank place a stop payment on the lost check and reissue a new one, as the check was not delivered correctly and the issue was not my fault. However, I was informed that the bank could not process a stop payment or immediately reissue the check. I explained that I had already been calling and going in person for almost XXXX month trying to resolve this issue and receive my funds, and that requiring me to wait 120 days is unreasonable given that I was not at fault. This situation has made me feel disrespected and taken advantage of by the bank. XXXX XXXX stated that a bank-approved translator needed to be brought onto the call. I agreed. However, my friend, who understands English, observed that the translator was not accurately relaying information to XXXX XXXX. When my friend attempted to assist, XXXX XXXX instructed that the call be taken off speaker and that my friend should not listen to the conversation. At the end of the call, I was told that the check would be reissued in 120 days, after which XXXX XXXX abruptly ended the call. During this same visit, XXXX XXXX informed me that my account had been closed with the reason listed as purged, which typically refers to closure due to inactivity. This is incorrect, as my account had multiple transactions from the time it was opened until it was closed. I authorize XXXX XXXX to assist me with this matter, and a signed letter of authorization has been attached. Supporting documentation, including bank statements showing account activity and XXXX tracking information, will be attached to this complaint. This situation reflects a failure by the bank to safeguard my funds, provide accurate information, and ensure proper delivery of a high-value disbursement. The handling of my account and funds raises serious concerns regarding internal controls, consumer protection obligations, and fair access to language assistance services.

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