Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
b'}\nTo Whom It May Concern,\n\nI am submitting a formal complaint against Bank of America regarding an incident that occurred on XXXX XXXX XXXX, at the XXXX XXXX XXXX XXXX XXXX, AZ branch.\n\nDuring this visit, I was subjected to intimidation, harassment, and discriminatory treatment by a bank manager and staff. I have a documented XXXX  disorder and XXXX. Rather than providing reasonable accommodation, staff escalated the situation, spoke to me in a threatening manner, suggested I sit in a crowded public area despite my condition, and implied my account could be closed without justification.\n\nI also observed unequal treatment during this incident. My situation was handled as suspicious or problematic, while another customer, a Staff Sergeant, was treated calmly and without escalation under comparable circumstances. This disparity indicates biased and unequal treatment based on perceived vulnerability and disability.\n\nLaw enforcement was contacted, but I left prior to their arrival due to a severe panic response. I attempted to file a formal complaint with Bank of America the following day; however, my complaint was dismissed and no corrective action or compensation was offered.\n\nI believe Bank of America failed to provide reasonable accommodation, applied policies inconsistently, and failed to maintain a non-discriminatory banking environment.\n\nI respectfully request that the CFPB investigate this matter, require a formal response from Bank of America, and consider corrective action and appropriate compensation.\n\nThank you for your time and attention. XXXX XXXX ase number: XXXX XXXXGood afternoon XXXX,\n\nThank you for speaking with me yesterday - I appreciated the time it took to share your concerns.\n\n \n\nWe certainly regret the inconvenience and frustration this matter may have caused. Our goal is to provide professional, courteous, and responsive service at all times.\n\nWe apologize that, in this instance, we did not meet your expectations.\n\n \n\nWhile we do not disclose the results of confidential personnel matters, please be assured that the appropriate parties have been notified and suitable action has been taken to ensure we uphold the high level of service our customers expect. Bank of America is committed to providing the highest level of service possible. Thank you for bringing this matter to our attention. It is through the voice of customers like you, that we are able to improve the level of service we provide. We look forward to serving your future financial needs.\n\n \n\nAs for the compensation request, Bank of America respectfully denies your request for compensation.\n\n \n\nThe bank considers this matter to be formally and properly closed.  As such, we will no longer respond to further correspondence regarding this matter that raises no new issues.\nPhone: [Your Phone Number]\nEmail: [Your Email Address]\nDate: XXXX XXXX XXXX XXXX XXXXChief Executive Officer\nBank of America CorporationXXXX XXXX XXXX XXXX NC XXXX\nRe: ADA Violation & Ongoing Negligence \XXXXArizona Region\nI am writing this letter with deep frustration and grave concern regarding my experience at one of your\nBank of America locations in Arizonaan incident that I believe constitutes a clear violation of my rights\nunder the Americans with Disabilities Act (ADA).\nOn XXXX  XXXX XXXX, I was subjected to inappropriate, discriminatory, and aggressive treatment by a bank\nmanager at your XXXX XXXX XXXX XXXX XXXX location. As someone who suffers from XXXX, I made it\nvery clear that I did not wish to be approached, yet I was repeatedly engaged against my will,\nthreatened with the police, and humiliated in public. This interaction was not only inappropriateit was\nillegal and traumatizing.\nFollowing this incident, I took what I believed to be the responsible course of action: I contacted a\nGeneral Manager at your XXXX  office. We spoke on the phone and began what I thought would \n\nsimple withdrawal transaction minding my own business, calm, and focused on handling my\n\npersonal finances.\n\nWhat I experienced instead was nothing short of a blatant violation of my rights, personal\n\nboundaries, and federal disability law.\n\nA bank manager whose name I unfortunately did not catch aggressively insisted on assisting me,\n\neven after I made it absolutely clear that I did not need or want help. I repeatedly told him to back\n\naway, and I verbally disclosed that I suffer from XXXX  a recognized disability under the\n\nAmericans with Disabilities Act (ADA).\n\nDespite this disclosure and my repeated reasonable requests for space, he continued to invade my\n\npersonal space, causing escalating emotional XXXX. Then, instead of respecting my condition or\n\nde-escalating the situation, this manager threatened to call the police and accuse me of trespassing\n\nin the very bank where I was trying to peacefully conduct my own business.\n\nLet me be crystal clear:\n\n- I disclosed my XXXX.\n\n- I requested reasonable accommodation.\n\n- Your employee escalated, harassed, and retaliated against me for asserting my federally protected\n\nrights.\n\n- That is illegal under Title III of the ADA, and possibly opens you to both civil liability and regulatory\n\nPage 1Formal Complaint - ADA Violation, Harassment, and Demand for Compensation\n\ninvestigation.\n\nIm not interested in a half-assed apology or well do better PR statement. I am formally demanding:\n\n1. A written apology from the bank and manager involved.\n\n2. Compensation for the emotional XXXX, humiliation, and XXXX  your employees behavior\n\ncaused me.\n\n3. Proof of internal action: training, policy updates, or disciplinary measures to ensure this doesnt\n\nhappen again to me or anyone else with a disability.\n\nIf this complaint is not addressed to my satisfaction within 10 business days, I will escalate this\n\nmatter:\n\n- I will file a formal complaint with the U.S. Department of Justice for ADA violation.\n\n- I will pursue legal action for damages related to discrimination, harassment, and XXXXXXXX\n\n- And I will be unrelenting in bringing public attention to the mistreatment I endured.\n\nHandle this quickly, professionally, and with the seriousness it demands.\n\nSincerely\na productive conversation toward resolving the matter. However, I have now waited over 10 days\nwithout any meaningful follow-up.\nDespite multiple texts and attempts to re-engage, I have been ignored. At this point, I feel blown off,\ndisrespected, and completely abandoned by your leadership team. That silence speaks volumes.\nLet me be absolutely clear: I am speaking with three disability rights organizations and consulting with\nan ADA attorney. If this situation is not escalated, investigated, and remedied immediately, I will pursue\nevery legal and public channel available to hold Bank of America accountablenot just for the initial\ndiscrimination, but for the ongoing negligence and lack of response.\nI am formally demanding:\n1. A written response from your executive team within 5 business days of this letter. 2. A formal apology\nfor the ADA violation and how I was treated. 3. Fair compensation for the emotional XXXX, trauma,\nand civil rights violation I endured. 4. A review and retraining of staff involved in customer ADA\nsensitivity and de-escalation.\nYour banks motto is about service, trust, and inclusion. Right now, I feel none of those values have\nbeen extended to me.\nI expect this letter to reach your desk and to be taken seriously none of which was done and I feel that I need help with this. My number is XXXX XXXX

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