Consumer complaint received 2025-07-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Bank Name : Bank of America Branch Address : XXXX XXXX XXXX, XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX Date/Time of Incident : XX/XX/year>, from XXXXXXXX XXXX to approximately XXXXXXXX XXXX 
Employees Involved : XXXX XXXX ( Senior Banker, XXXX ) and a front-desk female employee ( unknown name, possibly branch manager ) I am filing a formal complaint regarding my recent experience at the above Bank of America branch , which I found to be unprofessional, misleading, and hostile. While no single action was overtly aggressive, the cumulative conduct of the staff created a deeply unpleasant and dysfunctional service experience that raises serious concerns about compliance and customer care.

I had two appointments scheduled that day : one at XXXXXXXX XXXX for everyday banking ( which was cancelled without my consent by the front-desk staff ), and one at XXXXXXXX XXXX. for notary services with XXXX XXXX . I arrived shortly before XXXXXXXX XXXX 

The issue began when I raised a concern about my account being marked with a XXXX tax classification despite my status as an XXXX XXXX  on an XXXX XXXX. I requested to have it corrected to XXXX, as appropriate. The front-desk female employee initially insisted that the system automatically updates your status after XXXXne year and can not be changed manually. This was clearly false, as the update was later completed after I firmly insisted. 

XXXX XXXX was then assigned to perform the notary service, but he displayed open disinterest and hostility. His manner of handing over the pen felt like it was being tossed forward. During my document filling process, he repeatedly banged a pen against the desk without explanation, which I interpreted as aggressive and inappropriate. While I was treated coldly and given no proactive guidance, I observed him engaging in friendly and supportive conversation with another customer over the phone, which further emphasized the contrast in attitude.

Later, when I asked to update my account tax status and address, I was told I needed to present a passportsomething that was never communicated ahead of time. When I expressed this, XXXX XXXX blamed me for not knowing and implied that since I was the one requesting the change, I should have expected to bring it. This logic was unfair and inconsistent with my previous BoA experience, especially at branches in XXXX where staff proactively guided me through document requirements.

When I said I did not bring my passport, the male staff even suggested I return home to retrieve it, despite the fact that I had already spent time in the branch. Only after the female employee noticed my dissatisfaction did she accept a scanned passport copy via emailbut later claimed not to have received it. Eventually, they accepted a printed copy of my passport, which was not ideal and not clearly in line with compliance policies.

Throughout the process, neither staff member explained clearly what would be updated. I later found out they only added my foreign permanent address ( in XXXX ), but not my XXXX.S. mailing address, which could create issues with account correspondence. When I asked about the missing correspondence address, they gave no meaningful response. XXXX XXXX also warned me not to change my address in the BoA mobile app going forward, which contradicts past staff advice.

Finally, I asked whether they could help me mail my XXXX form. At branches in XXXX, mailing was handled easily. But here, I was told we dont do that, without any explanation. They also advised me to shred the form instead. This inconsistency in service between branches was never justified.

Throughout the interaction, XXXX XXXX showed no basic customer courtesy : no please, thank you, or any effort to guide me as a client. His attitude felt passive-aggressive at best, if not directly hostile. 

I left the branch with a deep sense of frustration and concern. I feel I was treated dismissively, provided incorrect information, and left to figure things out myself. Had I not insisted multiple times, necessary corrections might not have been made. This experience stands in stark contrast to other BoA branches where staff are helpful, clear, and respectful.

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