Consumer complaint received 2026-06-22 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: MN

Complaint narrative:
To : Bank of America Customer Relations and Executive Escalations RE : Formal Demand for Investigation, Corrective Action, and Immediate Access to Funds To Whom It May Concern : I am writing to formally complain about the unprofessional, discriminatory, and disrespectful treatment I received at a Bank of America branch on XX/XX/year> by the branch manager XXXX, XXXX at location XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I visited the branch to access funds from my account and fully cooperated with every request made by bank staff. This is also stamding in line for almost 0 mins due to 1 teller and the office having all theor friends having a party in the bank during business hours which would also be seen in my video as well as on the cameras in the office. I provided all identification and verification documents requested and remained respectful and professional throughout the interaction. After my identity was successfully verified, the branch manager nevertheless still refused to provide access to my funds and refused to provide a clear explanation for the denial, other than saying " its too protect my account '' During this interaction, I was subjected to conduct that I perceived as insulting, demeaning, and discriminatory. I believe the branch manager made a derogatory remark about me in another language, which I understood to be an offensive reference to me. Such conduct is unacceptable and falls far below the standards I expect from a financial institution entrusted with my money. As a result of this incident, I have experienced embarrassment, emotional distress, inconvenience, and loss of confidence in Bank of America 's ability to treat customers fairly and professionally. Accordingly, I demand the following : 1. Immediate written clarification regarding why I was denied access to my funds after my identity was verified. 2. Immediate restoration of my access to all funds to which I am legally entitled. 3. A formal investigation into the conduct of the branch manager and all employees involved in this incident. 4. Written findings of that investigation and the corrective actions taken. 5. Appropriate disciplinary action against any employee found to have engaged in discriminatory, disrespectful, or unprofessional conduct. If this matter is not resolved promptly, I will consider all available options to protect my rights, including consulting legal counsel, pursuing appropriate legal remedies, filing complaints with applicable regulatory agencies, and sharing my experience with relevant consumer advocacy and media organizations. I request a written response within ten ( 10 ) business days of receipt of this letter. I hope Bank of America will take this serious. I was not rude or disrespectful and I did capture the entire interaction on camera. The manager refused me access after verification of old address on file. I explained my reasoning for being in MN which is being a survivor of XXXX XXXX fleeing for my life. I provided shelter verification, state ID, visa credit card, police report, a multiple other pieces of ID verification. Tje manager then asked me how I got this amount lf money as if I was not successful enough to have tjay small amount in my account. I was them notified that tje bank has made a decision to close my account with no real explanation. I called tje customer service and spoke with a supervisor which I also have documented and no positive outcome. After verifying why I dont have access yoy old address from fleeing, they send my funds to this address and I still have yet to receive my money, they are now saying I have to wait 44 more days to get tjis resolved. I have contacted a few lawyers regarding this and was told this is the 2nd step. I feel victimized, and profiled for being a successful XXXX woman, my life is now back in danger necsuse the correspondence has all gone to my old house which is where my abuser is, something must be done expeditiously and tje manager at this branch in XXXX, MN abused his power as well as used some XXXX language towards me in his language not knowing I understand what he was saying.

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