Consumer complaint received 2022-05-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
My bank of america checking account has been charged $ XXXX for 14 months since XX/XX/XXXX, due to low account balance at the time. 
I have always kept good amount of money in both of my checking and savings account since account inception 15 years ago. 

However, due to lack of activity and services, back in XX/XX/XXXX, I decided to terminate my BofA credit card by paying off the balance using my checking account, which led to a low balance of {$170.00}, which caused the bank to start charging me {$12.00} a month. Since then, I have not been logging into my online banking at all, nor have I used any Bank of America services, so I did not realize I was being charged for that many months. If I knew they were going to charge me {$12.00} a month, I would have closed the account immediately without any issue. 

Upon the discovery of the charge of a total of {$160.00} to date, I immediately called bank of america on XX/XX/XXXX to request a refund, but they responded that because I signed the paperwork 15 years ago, they can only refund me {$12.00} ( out of {$160.00} ). I asked to escalate my request to a supervisor, then another supervisor, then another supervisor, all have said the same thing, that since I have signed the paper, they will keep the charge that they didn't provide any services for. 

What I argued was since my savings account still had {$16000.00} in it, they could have called me or simply sent me a text message about the situation and reminded me to move some amount from savings to checking to avoid the extra charge, but they literally did nothing and just charged me for 14 months. 

When I asked if I can speak to their team supervisor or XXXX, the last answer I got was he ( his name is XXXX XXXX was about to go to a meeting, and will get back to me to help me in several hours. Unsurprisingly, that phone call never came. 

I am deeply disappointed by how BofA treats its customers, especially ones that have had banking relationship with them for 15 years. It failed to remind me about the overcharge, even though I did not any of its services for 14 months, and it failed to handle reasonable customer request by simply getting back to me on time. 

Frankly, since I opened my first banking account in the XXXX, I have never encountered a bank ( not XXXX, not XXXX  XXXX, not XXXX XXXX ) that charged me any fee in my checking account just due to low balance. I am shocked by how bad BofA 's service quality has become over the years, and I intend to terminate my relationship with BofA in entirety if my refund can not be resolved. 

The last customer service personnel I have spoken to are ATM billing dispute / customer deposit team supervisors, their first names are XXXX and XXXX XXXX XXXX failed to call me back on XX/XX/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 monetary relief