Consumer complaint received 2024-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
My name is XXXX XXXX, and I am writing to formally file a complaint against Bank of America, where I have been a loyal customer for over seven years. I am deeply disappointed with the banks handling of unauthorized recurring charges, the negligent closure of my account during a critical time, and its inconsistent response to my claims of unauthorized transactions. The banks actions caused me severe financial, emotional, and physical hardship, and I am seeking resolution. 

Summary of Events 1. Recurring Unauthorized Charges : In XX/XX/XXXX, I noticed recurring charges on my account from the following merchants : XXXX XXXX XXXX Despite canceling these services directly with the merchants and requesting Bank of America to block these charges, they continued for over a year. A representative initiated disputes but failed to issue refunds for the unauthorized amounts. 

2. Improper Account Closure : While these disputes were under investigation, Bank of America unilaterally closed my account on XX/XX/XXXX, without adequate notice. This decision came at a particularly critical time when I was traveling to XXXX for a family emergency with XXXX XXXX XXXX, relying entirely on this account for travel expenses. 

XXXX. XXXX XXXX in XXXX : Upon arriving in XXXX, I attempted to withdraw money from an ATM and found my account closed. Stranded without access to funds, my child and I were forced to spend the night in a bar without food or shelter. Despite my pleas to the bank for temporary access to my funds, my requests were denied, leaving us in a desperate and unsafe situation. 

4. Account Reopening Without Notification : After waiting XXXX months for the bank to send a check for the accounts remaining balance, I received an email indicating that my account had gone below {$0.00}. When I attempted to access online banking, my account was locked. Upon contacting the bank, I was informed that the account had been reopened without notification, and all my funds had been depleted. 

5. Lost Card and Unauthorized Transactions : During my trip, I lost my debit card. I immediately disputed unauthorized transactions, including foreign ATM withdrawals and card purchases. Although temporary credits were issued, Bank of America denied permanent credit for ATM withdrawals. Strangely, the bank approved permanent credit for some card purchases, despite my clear statements that I had no access to the card at the time. 

My Concerns Failure to Stop Unauthorized Charges : Bank of America failed to stop recurring charges from XXXX, XXXX, and XXXX despite my requests, resulting in financial loss. 
Negligent Account Closure : The closure of my account during a pending dispute and while I was traveling internationally was reckless and unnecessary. 
Inadequate Communication : Reopening my account without notification and inconsistent handling of unauthorized transactions highlight a lack of transparency and accountability. 
Emotional and Physical Harm : The inability to access funds during a family emergency caused immense stress and physical hardship to me and my young child. 
Resolution Sought I respectfully request the following : Full reimbursement for the recurring charges and unauthorized transactions. 
Compensation for the financial, emotional, and physical harm caused by the negligent account closure. 
A thorough investigation into the banks communication and handling of this case, along with steps to ensure accountability. 
I appreciate your time and attention to this matter and look forward to your prompt resolution. 

Sincerely,

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