Consumer complaint received 2023-01-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
In addition to the attached file. 

I was contacted by client care executive response team member, XXXX XXXX. I first spoke with her on XX/XX/XXXX at approximately XXXX EST and the last about XXXX mins. She received the same attached letter/complaint. She said that she reviewed it and my account and I needed to change my account because it was linked to my grandmother 's mortgage. I then asked the question again that no one could seem to answer ( not even XXXX XXXX ), when did my account change or was updated? To my knowledge no changes can be made on the account without my permission and I never agreed to link my account to my grandmother 's mortgage. She did not have an answer other than I need to change the account. 

Previously to speaking to XXXX, I went into the bank and spoke with banker, XXXX XXXX on XX/XX/XXXX. The information that he gave me and that he received from his manager was totally different. At this point it seemed that everyone was on the same page about changing my account, but no one had an answer as to why it needed to be changed or when it was changed/updated. He said the only thing that he could think of is that it was an error on Bank of America 's part. He said that there was no way my account could be changed or updated with my permission and my grandmother 's mortgage shouldn't have anything to do with my account. He suggested that the only way to avoid the fee for XXXX was to change the account-again without any real reason or rhyme. The only reason I changed the account was because I didn't want to have to deal with the run around and I was in the process of closing the account after all payments for XXXX had been processed. XXXX said that he stood on his word and he apologized that I was going through this. As far as the Advantage Maintenance fee that was charged, he saw it was processing so I should hear about it soon. 


I received a callback from XXXX XXXX on XX/XX/XXXX. She said that she went back and listened to my previous conversations with customer service and it was noted that the representatives informed me that I needed to change my account so they would not be reimbursing me the maintenance fee because it was valid. I again asked her when was my account changed and she still didn't have an answer. She was just very adamant about the fee was valid. I let her know about the conversation I had with the banker and XXXX XXXX even accused her co-worker of misinforming me. She said that my bank account statements forewarned me about the fees. I asked her for a yes or no answer-so looking at my statement that said Regular Checking-Advantage Relationship let me know that I am going to be charged {$25.00}? Of course she couldn't answer that with a yes or no. She proceeded to cut me off and rush me off the phone. I did not like how she handled the conversation at all because at the end of the day there was no answer... no.resolve! 

In all that has been said my point is there was no direct or clear explanation as to why I have been charged with the fees from XX/XX/XXXX to XX/XX/XXXX. It is more than {$25.00}, it is the principle. It is not fair to withdraw fees from my account wrongfully. In all the conversations no one could produce evidence with my permission to change/update/link my account to my grandmother. It is stated on the website that accounts will not be linked without permission/consent. This process has been long and drawn out for no reason. This matter could have easily been resolved, but thos institution rather take fees out of my count ( and maybe many others ) because they think that we are helpless and will not stand up for what is right. 

Thank you for your time and cooperation.

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