Consumer complaint received 2026-05-20 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: OR

Complaint narrative:
XX/XX/year> : Opened XXXX Bank of America checking account ending in * XXXX online. At the end of the online application process, I was asked to present XXXX forms of ID in person at a XXXX XXXX to verify my identity to finalize the account. XX/XX/year> : Went into local Financial Center ( XXXX, OR branch ) and presented Oregon driver 's license ( Real ID ) and Oregon concealed carry license issued by XXXX XXXX to banker. Received email message stating that my account was approved. On or around XX/XX/year> : Discovered that I could not log in to my Bank of America account either online or via XXXX mobile app, with an error message stating that the login ID could not be found. XXXX Bank of America customer service and was told that my account was closed because Bank of America " couldn't verify my identity ''. I was advised to go into a local XXXX XXXX to present XXXX forms of ID (??? ) I advised her that I had already done this, but the first-line agent stated that my account was closed and that I would be receiving the {$230.00} in the account in a check in the mail " within XXXX days '' and that I was " more than welcome '' to apply for another account in-person. XX/XX/year> : Found the Bank of America XXXX email address on XXXX and emailed a summary of the above to describe the situation and my frustration. Received a callback from XXXX XXXX with executive-level support/Consumer Client escalations who informed me that the bank account itself was open, and that the debit card was closed. I went into the XXXX, XXXX XXXX XXXX again later that day just before closing, and XXXX of the bankers was able to connect me directly with another customer service agent through a back-office phone line. They were able to do something to reset my account username and password and I was able to login again and regain access to the bank account. XX/XX/year> : Received automated email from Bank of America stating that " XXXX XXXX service has been deactivated ''. Although I don't use this service, I thought the email was strange so I attempted to log in using both the Bank of America website and Android mobile app. Both login attempts failed saying that there were no eligible accounts associated with the login. This was a message similar to what happened last time. I called Bank of America customer service and was told by the first agent that my account was closed because Bank of America " couldn't verify my identity '' yet again. Asked for a supervisor, who told me the same thing. I was then put on a prolonged hold while he attempted to find more information. He eventually told me that I would need to come into a Financial Center AGAIN to verify my identity by presenting ID, but that the account was already closed. He was unable to explain why I needed to go through the identity verification song-and-dance again. I advised him that I was a XXXX citizen, and had presented a REAL ID-compliant Oregon driver XXXX license and Oregon concealed-carry XXXX. He did advise me that a check for the balance in my account was mailed out on XX/XX/year>. He was unable to provide a tracking number for this.

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