Consumer complaint received 2024-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
On XX/XX/XXXX  I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was physically unable to cash the checks l was receiving in the mail from XXXX XXXX, and I dont have a bank account that was willing to cash the checks. 

While recovering from my injuries, I mustered up enough strength to run errands on XX/XX/, plus my rent was due, therefore, I had to cash the checks in order to pay my rent, even though I was just released from the hospital again on XX/XX/2024. I was seen at XXXX XXXX XXXX due to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX appointment and called to reschedule. 

I needed to pay my rent and pick up my mail from my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  NV XXXX. So, I took an XXXX to the post office and picked up my mail, then I order another XXXX to take me to the nearest Bank Of America, because that was the name of the bank on the check, and I needed to cash the 4 checks immediately to pay my rent. I XXXX to the nearest Bank Of America located on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which is XXXX miles away from the post office I was visiting. I wanted to XXXX straight home after cashing the 4 checks at Bank Of America as fast as I could before I would need to lay down from lack of energy, feeling overwhelmed, XXXX, XXXX, and XXXX. 

When I got to Bank Of America, there was a long line and I didnt want to wait in the long line, because I was already starting to XXXX XXXX, and exhausted, and I wanted to rush the process before I started feeling faint. I tried patiently waiting for the next teller and when I reach the front of the line, I had everything I needed in hand to cash the 4 checks. I signed every check in front of the teller and provide my drivers license as well as my social security card. The teller asked me if I had an account with BOA, I said no, then he informed me of the {$8.00} fee per check for those cashing checks without an account. I accepted the fees and told him to continue, because my rent is due, and the checks were only valid for 90 days to cash. I asked him how long is it going to take cashing 4 checks, so I would know when to order my XXXX home, and lay down. He informed me itll be a few minutes and then I happily ordered my XXXX. 

He started taking a little longer than expected to cash any of the 4 checks, so I asked if there was a problem, and he replied, no. He was staring at the checks intensely and then asked me if I usually cash checks at Bank Of America, and I replied, no. Then he asked me, where are the stubs that were connected to the checks? I replied, home. I asked him why, but then go went to consult with his manager, I assumed. When he returned to me, he stated he was unable to cash the 2 larger checks, because the dates were incorrect on the checks, and told me to get them reissued. I told him, I didnt understand the problem. He said, the 2 longer checks I have says something different in his system, and they needed to be reissued. He then stated, he can cash the 2 smaller checks only. I was totally confused and I told him, the checks are fine as long as I cash them before 90 days. He returned to me all 4 checks, my drivers license, and my social security card.

I became weakened and irritated at this point. I asked him again, I dont understand, why cant you cash my checks? He said, I can cash the 2 smaller amount checks, but the dates in my system is different on the larger checks, so you have to get them reissued, or call the organization that wrote the checks. He asked me again, if I had an account with, BOA, and again, I told him no. I told him my situation and that I needed to pay my rent. I started calling my XXXX XXXX XXXX immediately, but I received her voicemail. As I was trying to contact my XXXX again, the XXXX came over, and said those checks have to be reissued, because the dates dont match in our system, and they can not be cashed. Then she said, we can cash the smaller checks for you. I told her all the checks are from your bank, they say Bank Of America on them, so you should be able to tell in your system if theyre real, or not. She stated again, Im sorry, but they can not be cashed here unless theyre reissued. My XXXX was arriving, so I allowed them to cash the smaller to, and I went home. I called and emailed my XXXX XXXX XXXX to inform her of my situation. 

My XXXX reached out to me on XX/XX/2024 by phone to ask me what happened with the checks. I told her on Saturday morning, XXXX XXXX to another Bank Of America and only gave one check to see if there was a problem with the check, and told her the teller cashed the check with absolutely no problem. After receiving the money, I asked her if there was a problem of any kind with the check, and she informed me that there were no problem with the check and no alert either. She said the check was fine in the system. I went to her manager about the second large check that wasnt cashed, and said the check is fine from looking at it. She asked if I had a problem cashing the check, I told her not here at another BOA, and she wanted me to stay to fix any of my issues, but my XXXX was arriving, and I felt dizzy and had to go home to lay down. She said, the check is posted dated, which is fine, but I dont see anything wrong with the check.

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