Consumer complaint received 2024-03-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IA

Complaint narrative:
On Saturday, XXXX XX/XX/XXXX, I attempted to log in to my Bank of America ( BoA ) App. This was unsuccessful and I received this message : " we're having trouble finding your account ''. See attachment. I attempted the same through the Bank of America website. This was unsuccessful and I received this message : " Online banking is not available to you at this time ''. Following this I called on XXXX XX/XX/XXXX the number BoA asked me to call for further information ( XXXX XXXX XXXX ). The typical BoA system had me go through multiple authentications by providing either the last 4 digits of my debit account or the last 4 digits of my Social Security number, which I did. It was only because of this information that I was eventually allowed access to a representative. All BoA systems state that one must keep their phone number and email address up to date so one can be verified and be notified of any irregularities. However when I was on the phone with the first two BoA representatives ( one staff and one supervisor/XXXX ) they told me that they could not verify me, because they did not have a phone on file. This is not correct. I have my US phone number and personal email account up to date on my BoA account. In fact I received messages from BoA up until XXXX XX/XX/XXXX. The first two BoA reps on XXXX XX/XX/XXXX, told me that they could not verify me and that I had to call again a different number. It was very clear that they could verify me because they called me by name and last name and they told me that they could see a 'fraud alert ' on my account. How can they see this if they can't verify me to access my account or solve my access issue? How did they know my name and that I am a preferred customer since XXXX? The Fraud alert really raised my concerns as I was never alerted by BoA that they had a fraud concern on my account. The first two reps ( staff and supervisor ) refused to provide me with any additional information. I ended the call and called ( still XXXX XX/XX/XXXX, the next number that XXXX ( supervisor ) recommended I call ( XXXX. XXXX ). The BoA rep/XXXX told me that there was a fraud concern that had blocked my access and that I should call the BoA Fraud Department . XXXX was surprised her two previous supervisors had issues verifying me. She verified me easily and even told me how much money I had on my accounts. I believe all calls were monitored and recorded per the Reps statement. On XXXX XX/XX/XXXX I called the BoA Fraud Department. They stated that they can not verify me without a second US number where they could send my code and they could not verify me in any other way, unless I physically visited a branch. I can not do this I live overseas. Basically BoA is refusing me access to my own money from at least XXXX XXXX - XXXX XX/XX/XXXX when I am able to next visit the US. My key concerns are this : 1. BOA has a a fraud concern on my account and they never alerted me.

2. I have all the information needed in the system for BOA to notify me of fraud concerns and authenticate and verify me- me they refuse to use it 3. BOA is restricting me access to my own money without any explanation 4. There
is zero concern over the safety of my money. There is no explanation given as how they are protecting it during this period that I am forbidding access to my own accounts.

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