Consumer complaint received 2024-12-18 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: SC

Complaint narrative:
This is an update to Claim # XXXX, and it pains us to file another claims but here it goes : To Whom It May Concern, We would like to extend our gratitude to XXXX XXXX XXXX XXXX XXXX XXXX in the Regulatory Complaints Department XXXX for contacting our team this week in an effort to resolve the protracted and frustrating situation involving XXXX. We appreciate the steps Bank of America has taken to address this matter and acknowledge the admission of errors in handling certain critical items in our original claim of {$6000.00}. Working with XXXX XXXX and the Claims Department was a constructive experience, and we are pleased to see progress toward resolution.

However, we remain at an impasse regarding two specific transactions outlined in the attached banking statement. These transactions, amounting to {$500.00} and {$180.00}, were excluded from the claims process due to Bank of Americas failure to act on our request in XX/XX/year>. Had these claims been accepted at that time, they would have been processed appropriately. Now, nine months later, we are told that no action can be taken, and we have only received apologies for the oversight. 

During our recorded conversation with XXXX XXXX, I reiterated multiple times that we followed the instructions provided by Bank of Americas representative, who advised us to go back to the vendor. We did so in good faith, attempting to resolve the matter directly with XXXX. Unfortunately, our attempts were unsuccessful, as XXXX failed to provide the services for which we paid. Despite repeated efforts to communicate with XXXX, the relationship is now irreparably broken. 

XXXX XXXX has suggested that we pursue recovery of these funds directly from XXXX. However, given the circumstances and our failed attempts, this approach is neither feasible nor reasonable. Bank of America, as our trusted financial partner, was expected to protect our firm from fraudulent activity. Instead, the banks failure to process our claims in XXXX has directly resulted in this unresolved situation. 

It is clear that Bank of America dropped the ball, not XXXX XXXX XXXXXXXX, XXXX. We followed the banks guidance and provided all necessary documentation to support our claim. Yet, we are now being told to bear the financial burden for the banks error. This is unacceptable. We demand that Bank of America take full responsibility for its mistake and reimburse our company for the two excluded transactions totaling {$690.00}.

We urge Bank of America to take swift and decisive action to rectify this matter. Failure to do so will leave us with no choice but to escalate our complaint further. We trust that Bank of America values its partnership with its clients and will do the right thing by ensuring that XXXX XXXX XXXX XXXXXXXX. is not penalized for the banks oversight. 

Thank you for your attention to this matter. We look forward to your prompt response and 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 monetary relief