Consumer complaint received 2018-02-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/2018, when I signed into my BOA mobile banking account, I noticed a credit in the amt of {$100.00} posted to my checking account. Upon further investigation, I discovered that this credit came from my BOA credit card account. In addition to moving funds from my credit card account to my checking account, credit card services assessed {$12.00} overdraft protection fee. I had overdraft protection added to my credit card account to cover transactions in the event my checking account was overdrawn. OnXX/XX/XXXX, my checking account balance was {$12.00}. My checking account was not overdrawn and funds should not have been moved from my credit card account to my checking account. I contacted BOA immediately, on the same dayXX/XX/XXXX.I spoke with representatives from BOA checking ( deposits and savings ) and credit card services. Both told me I need to contact the other department and that I needed to wait until the transactions have cleared the account. Checking ( deposits and savings ) rep confirmed that my account was not overdrawn and that transaction ( credit ) should not have happened. The rep also stated I would need to contact Credit card services to have the {$12.00} Credit card services stated that once the transactions have cleared, I can have the funds moved back from my checking account to my credit card account by making a payment. So I waited until the transactions cleared in my checking account and called BOA credit card services on Tues, XX/XX/. I requested the funds in the amount of {$100.00} be removed from my checking account and sent back to my credit card account. I also requested that the {$12.00} overdraft fee be waived. The representative stated that BOA properly assessed the fee and it would not be waived. He stated that he could not reverse the transaction either and if I wanted the funds moved, I would have to make a payment on my credit card from my checking account. I asked him why should I do that when it was BOA 's error and was no error on my part? I advised him of my conversation with Deposit and savings ( my account was not overdrawn and it was an error on BOA 's part ) and recommended he review notes on my account. He then advised me he can not see notes from that department. I asked to speak with a supervisor and he attempted to de-escalate the call and still refused my request to speak with a supervisor. I instructed the credit card services rep to remove overdraft protection and simply close the account altogether. I was transferred to Checking ( deposits and savings ) and informed them of my recent interaction with Credit card services. I explained the situation and the Checking ( deposits and savings ) rep reviewed my account and confirmed that my account was not overdrawn. The rep ( savings and deposits ) remedied the situation by processing a {$12.00} credit to my checking account and then processed a payment in the amount {$110.00} to my credit card account. I asked to be transferred back to the Credit card services so I could speak with a supervisor. I spoke with a Credit card services rep and provided him details about my ordeal and wanted to find out if my account could be reinstated. I also requested to speak with a supervisor. He stated the account could not be reinstated and that I would have to apply again. He submitted a request, but unfortunately, I was not approved. The representative waived the {$12.00} overdraft fee and transferred me to a supervisor. I spoke with a supervisor about reinstating my account and he advised I would have to re-apply.

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 monetary relief