Consumer complaint received 2024-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XX/XX/year> I went in person to the Bank of America XXXX XXXX XXXX XXXX and asked if I could exchange DKK XXXX XXXX  XXXX to XXXX dollars. I was told that I couldn't just exchange the money that I had to deposit the foreign currency into XXXX Bank of America account. 
I deposited XXXX XXXX XXXX  XXXX and got {$3400.00} dollars to my Checking account. I attached the a copy of my receipt with this deposit. 
I made a withdrawal of {$3400.00} dollars. 
XX/XX/year> I logged into my online banking account and noticed {$0.00} dollars as available balance. 
Also, noticed a hold of {$1500.00} dollars on my account. 
I called the Bank of America XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) but it was closed. 
Went in person to the Bank of America XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) and they told me to contact the Bank of America XXXX XXXX XXXX XXXX because there was a note from the manager.

I called the Bank of America Customer Service ( XXXX ) and I was told I had a collateral hold and that they didn't yet know why or by who. 
XX/XX/year> I called the Bank of America Customer Service ( XXXX ) and I was told I had a collateral hold and that they still didn't yet know why or by who and that it will take a few days to know that information. 
XX/XX/year> I went in person to the Bank of America XXXX XXXX XXXX XXXX, and XXXX XXXX told me that there was a hold on my account because of a tax levy that are usually made by the IRS and that he didn't know why. 
Also in person, I spoke with the XXXX XXXX XXXX XXXX and she also told me there was a hold on my account because of a tax levy and she also didn't know why. However, she told me to call the XXXX. 
XXXX XXXX XXXX XXXX told me I looked familiar and that she recognized because she was present when I deposited DKK XXXX XXXX  XXXX and got {$3400.00} dollars in my checking account on XX/XX/year>. 
XX/XX/year> I called the Bank of America Customer Service ( XXXX ) and XXXX XXXX the legal department told me that I had a hold of {$1500.00} dollars on my account because of security purposes such as suspicious activity, and that the hold was placed by Bank of America . 
XXXX released the hold of {$1500.00} dollars from my account. 
XX/XX/year> I called the Bank of America Customer Service ( XXXX ) to get answers to my questions, why, when, how and who started this issue for me and the hold of {$1500.00} dollars on my account in the first place. I didn't get all the answers to my questions. XXXX told me that the Bank of America XXXX XXXX XXXX XXXX initiated the hold, that the XXXX had just sent me an alert to my email ( at XXXX ), and that I needed to call the following number ( XXXX ) XXXX for more information. 
I made a complaint against unfair practices by the XXXX because I felt discriminated for getting a hold on my account for suspicious activity for depositing foreign currency ( DKK XXXX Danish XXXX and got {$3400.00} dollars ), and also for not giving me answers when I met her in person, the XXXX was not transparent, and also for getting opposite answers from all Bank of America employees, also not transparent with me. 
Received an email alert from Bank of America saying that my checking account balance is low or below {$100.00} dollars. 
The hold of {$1500.00} dollars appeared again on my account. 
XX/XX/year> I called the Bank of America Customer Service ( XXXX am ) and asked to release the hold of {$1500.00} dollars from my account once again. I was told to call the following number ( XXXX ) XXXX for more information about the hold and on how to release it. 
I called the Bank of America Customer Service ( for the second time this day at XXXX ) and asked to escalate my complaint from XX/XX/year>. 
XXXX from Texas told me that the hold of {$1500.00} dollars on my account, which was released on XX/XX/year>, was not yet finalized and that it was going to continue showing up on my checking account again. 
XXXX also told me that the hold was not a legal hold and that the actual legal department from Bank of America had no legal order against me. XXXX also said that the hold was not a court appointed hold and that it was something local placed by the XXXX at XXXX XXXX XXXX XXXX. 
XX/XX/year> I received a pre-approved credit card offer letter through the mail from Bank of America. However, I still haven't received a letter from Bank of America with the real explanation of the hold on my account. 
XX/XX/year> I called the XXXX XXXX XXXX XXXX from Bank of America XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) and she didn't answer my phone calls at XXXX, XXXX, XXXX, XXXX, and at XXXX. 
I called the XXXX from Bank of America XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) and the XXXX didn't answer my phone calls at XXXX. 
I called XXXX XXXX from Bank of America XXXX XXXX XXXX XXXX at XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) and I asked for the XXXX. My phone call was transferred to the XXXX. 
The XXXX XXXX XXXX XXXX put the phone call on hold. 
The banker spoke to me in XXXX, and he said that the XXXX XXXX XXXX XXXX told him to speak to me in Spanish and that I don't speak XXXX. I told the banker that I do speak XXXX. 
Banker told me that the foreign currency of XXXX  XXXX Danish XXXX I deposited and got {$3400.00} dollars on on XX/XX/year> got returned didn't say when and it is not valid at Bank of America, which was the reason why the XXXX was charging the money from my checking account. 
I asked the banker to put the XXXX on the phone because when I called the Bank of America Customer Service I was told to speak to the XXXX because she will have all the answers to my questions. 
After all my attempts to speak on the phone with the XXXX XXXX XXXX XXXX she finally got in the phone with me. The XXXX confessed that the Bank of America XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX, CA XXXX ) submitted the hold to collect the money that was from the foreign money I deposited on XX/XX/year>. 
The XXXX also said that the the XXXX Department she didn't say from where said NO to my foreign currency and returned it to the XXXX XXXX XXXX XXXX. 
Also, she said that I need to return to the XXXX XXXX XXXX XXXX to collect the foreign currency of XXXX  XXXX XXXX  XXXX. 
Also, she pressured me by saying that I have to return her the {$3400.00} dollars she gave me for the foreign currency because if I don't she will overdraft my account and make a negative balance on my account. 
I asked the XXXX to send me an email or a letter with the explanation she was giving me, in a written form. But she told me that she can not do it. 
XXXX XXXX XXXX spoke very fast, didn't give chances to ask questions, gave me vague answers, and then she hanged up the phone on me. 
I didn't get a chance to ask her all the questions I wanted. I want to know the reason why she waited until now XX/XX/year> to tell me what really happened. I want to know why she didn't tell me this explanation the day I went to deposit the foreign currency on XX/XX/year> or even the day I met in person with her on XX/XX/year>, or why she didn't notify me with a letter to my address, an e-mail, or a phone call. I also want to know why on XX/XX/year> she told me in person that she didn't know anything. Also, why can't she give me a letter or a written explanation of her reason for this whole issue. I also want to know which XXXX Department returned the money to the XXXX XXXX XXXX XXXX, what is the real name. So I can confirm this information with them. 
I called the Bank of America Customer Service ( XXXX XXXX  ) to make a complaint about the XXXX XXXX XXXX XXXX because she told the banker to speak to me in Spanish because according to her I don't speak XXXX. I feel discriminated by the XXXX because I speak XXXX. We had already met in person on XX/XX/year> and I only talked to her in XXXX. I don't know how/where she found out I also speak other languages such as XXXX. I don't understand her purpose of changing the communication to the Spanish language. 
I called the Bank of America Customer Service ( XXXX pm ) to confirm the few pieces of information I managed to get form the XXXX ( from XXXX XXXX XXXX XXXX ) were actually true. XXXX from XXXX XXXX told me the XXXX Department had already closed and they could not confirm until their office was open again. 
XX/XX/year> I called the Bank of America Customer Service ( XXXX for XXXX min. and XXXX for XXXX min. ) to confirm and ask if it is true that Ban k of America submitted my money {$3400.00} dollars to collection, if is is true that a department called the Foreign Department returned my foreign currency of DKK XXXX XXXX  XXXX to the XXXX XXXX XXXX, and if it is true that I have to give {$3400.00} dollars to Bank of America. However, the Bank of America Customer Service didn't answer my calls.

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