Consumer complaint received 2025-01-13 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, my husband and I went to the Bank of America at XXXX XXXX XXXX to deposit our check we received from the IRS in the mail for {$19000.00} we were told that if we deposited the check we would have to wait until the XX/XX/XXXX for the to be available but there is a chance of some of the money being available to us the next day but there were not sure until they put the check through and it will let us know, so the teller put the check through and the system stated there would be a hold until XX/XX/XXXX and {$5500.00} would be available the next day. My husband did not understand why we could not get all of our money as we have always done in the past years with Bank of America, and no one could explain other than it's per banking branch what they choose to do, so we decided to take our check and see if we could get it cashed somewhere else but was not successful. We decided to bring the check back to Bank of America but this time at the XXXX XXXX XXXX  location on XX/XX/XXXX, as get to the teller to deposit the check the manager insisted, I needed to have an account with Bank of America to cash the check for which every year in the past I never needed an account to cash our check from the IRS with my husband because he had an account, so I was forced to open account at this branch before we could deposit the check after my account was opened the Bank Represented told my husband he was having problems depositing the check on is system because of the amount and he could deposit the check on his phone, so he did. The next day my husband received a message from Bank of America stating the check is on due to fraudulent reason they have reasons to believe the check will be returned and his account was being closed by Risk Account Closure. We went back to the Bank at XXXX XXXX XXXX looking for an explanation on XX/XX/XXXX and spoke with the bank Manager on duty and provided proof of the check being mailed to us from the IRS ( copy of the check in the envelope being mailed from the post office ) He called customer service to ask what the reason regarding a fraudulent check because we are sitting in front of him showing the IRS mailed us the check after an hour of waiting he just said he doesn't know why they are stating this or why the account is being closed, then we asked what will happen after they finish their investigation and he stated " well after the investigation they would close the account then send you a check from Bank of America for which they would send to you express mail in three days. We left and have been waiting ever since that day, we have heard nothing from them regarding our check from the IRS and everyone we speak to in the customer service department or risk account department can give us no answers.

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