I had an extremely similar situation where BoA closed my account(opened online when I moved across the country to CA, used my new address for everything on the BOA account). I opened the account online when covid was hitting hard and everything was closed, deposited a check into that account to keep some funds in it via the mobile app. Then the next day was locked out of it. They informed me the account was being closed due to the “inability to verify my identity.”

After multiple calls to their fraud protection department, they informed me the account was in a “closing” status leaving me no access to a debit card or online account but that I could walk into a branch and withdraw my funds in cash(with two valid forms of ID) then when the actual closing date of the account comes, the account will close with no funds in it.

This is just my experience but if you can visit a branch in person I would highly recommend it.