Consumer complaint received 2024-12-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Your response letter is bogus. Rubber stamp letter. BofA was unable to authenticate me because BOFA DIDN'T TRY!!!! MY PHONE NUMBER IS VERIFIED IN YOUR BANKING SYSTEM. I RECEIVE TEXT MESSAGES FROM THE BANK EVERY DAY. THE BANK ASSOCIATE AND MANAGER DID NOT TRY ( AND REFUSED TO TRY ) TO TEXT MY CELL PHONE TO AUTHENTICATE ME WHEN I ASK TO WITHDRAW {$200.00}! SHE TOLD ME THAT IS NOT BANK POLICY. SHE SAID BANK POLICY IS CUSTOMER MUST HAVE BANK APP OR BANK CARD TO WITHDRAW MONEY FROM MY ACCOUNT. THIS IS NOT CORRECT. I PROVIDED MY GOVERMENT ISSUED ID AND THAT SHOULD HAVE BEEN ENOUGH. IF IT IS POLICY FOR CUSTOMERS TO BE TEXTED OR CALLED TO VERIFY, THE ASSOCIATES DIDN'T DO THIS! I ASKED ASSOCIATES TO CALL THE BANK 'S CUSTOMER SERVICE CENTER, TO HAVE THEM CALL ME TO PROVIDE THEM A CODE AND THE MANAGER AND ASSOCIATES REFUSED TO DO THIS. THE ASSOCIATE REFUSED TO ASK ME QUESTIONS ABOUT MY ACCOUNT OR DO ANYTHING FURTHER TO VERIFY OR OFFER ME HELP. THIS IS HORRIBLE CUSTOMER SERVICE. IM VERY UPSET BASED ON THIS EXPERIENCE, INCLUDING THE RESPONSE I RECEIVED FROM XXXX WHICH INDICATES THEY DID NOT FOLLOW UP WITH THE MANAGER OR ASSOCIATES IN THE BRANCH. 

XXXX*THE MANAGER WAVED OVER TO THE SECURITY GUARD TO HAVE THE CAMERAS RECORD OUR EXCHANGE. I AM REQUESTING THAT CFPB REVIEW THIS VIDEO TO VERIFY MY CASE. 

BANK CAN NOT MY EXPECT XXXX XXXX XXXX MOTHER OR XXXX XXXX XXXX FATHER-IN-LAW TO DOWNLOAD AN APP TO ACCESS THEIR FUNDS! THIS IS A BARRIER TO FUNDS. WE ONLY NEEDED A DRIVERS LICENSE TO OPEN THIS ACCOUNT. WE SHOULD ONLY NEED A DRIVERS LICENSE TO WITHDRAW FUNDS -- -- IN PERSON, AT THE BRANCH! 

I AM SURE OTHER CUSTOMERS ARE HAVING THIS PROBLEM. IF HOMELAND SECURITY ACCEPTS MY ID TO GET ON AN AIRPLANE, BOFA SHOULD ACCEPT MY ID FOR WITHDRAWING FUNDS. I had other forms of id on me ( other credit cards, etc ) and the manage refused. She actually said to me that the wallet could be stollen! 

If this manager can't help, then she should have contacted her manager. I want the branch manager 's manager to review my complaint, and how I was treated. The branch associates need coaching on policy and customer service skills. Review your procedure and verify with me, & CFPB, if bank is requiring customers to have a mobile app or debit card in order to access funds. No noticed is provided to customers that this is a policy. There is nothing posted anywhere in the branch stating such requirement. 

YOU RUBBER STAMPED MY ORIGINAL COMPLAINT. BASED ON YOUR RESPONSE, I AM NOW CONSIDERING CLOSING MY $ XXXX ACCOUNT WHICH WAS OPENED IN XXXX! 


I visited the XXXX & XXXX XXXX. Bank of America located XXXX XXXX XXXX XXXX, XXXX, AZ XXXX on XXXX, XX/XX/XXXX at approximately XXXX. I asked the teller to withdraw {$200.00} from my checking account. I provided the teller my Drivers License. The teller asked me for my debt/atm card. I told her I do not have it with me. They refused to provide me the money because I did not have my debt/atm card. I have been a customer of BofA for over 20 years AND I have over $ XXXX in all of my accounts with BofA. This particular account that I was withdrawing from, contained over $ XXXX! I was asking for only {$200.00}. The teller sent me to the manager to discuss it. The manager continue to tell me that 'my phone number was not 'verified ' ( NOT TRUE ) and/or I don't have the BofA App '. I explained to her that I should not need a phone number, app or a debit card to withdraw my money. I was asked to step into a private room to discuss further. I showed the manager my cell phone where I receive text messages from BofA showing my account balances/ activity on these accounts. I told her that I have had this same phone number for 20 years and BofA has this cell phone number in my account on file. THE BANK ASSOCIATE DID NOT TRY TO TEXT MY CELL PHONE TO AUTHENTICATE MY IDENTITY. THEY TOLD ME THEY CAN'T SEND ME A TEXT. The manger proceeded to treat me like a criminal and to record our conversation. Please review this video, as I feel this is discrimination. I am a women. I called my husband and he said to have the bank call him, if there is a problem. They basically said they can't provide me any of my requested money and I left the XXXX complaint Closed WITH NO RESOLUTION.

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