Consumer complaint received 2017-05-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I am highly disappointed with Bank Of America refusal to be customer centric regarding the overdraft, non-sufficient funds and extended overdraft fees that I have been assessed over the past year. One of the reason I chose to bank with BOA was because I heard of their desire to consistently deliver the exemplary service they know that their customers deserve. On several occasions, I have contacted customer service requesting assistance or direction with banking concerns and have only ended the call inquiring as to why instead of creating solutions for their customers, I 'm still in the predicament of where I started. I contacted the bank of XX/XX/XXXX regarding an unauthorized transaction to XXXX XXXX in the amount of {$36.00} that I had been paying for a product that I returned and because I had other transactions coming from that merchant, that it never dawned on me that I had returned those 2 items in which that charge was payment for.that I had been paying. I had been charged 11xs in this amount. Instead of providing a solution, the agent did everything in her power to keep me from filing any type of claim for the transaction and when I asked for a stop payment, she simply said that she could place a stop payment on the merchant for a fee. My question to myself is that, I have never received a stop payment before or any type of reimbursement for a fee for that matter and if this is causing financial hardship since she refuses to allow me to file a claim, why not provide the stop payment as a courtesy. In regards to the fees that I previously mentioned, a review of my account has indicated that I have paid {$1000.00} in overdraft, non-sufficient funds and extended overdraft fees since XX/XX/XXXX. By all means I know that as a customer, it is my responsibility to manage my account effectively ; however, there may be times in which are outside of my control and I have tried to discuss the matter with phone bankers but I 'm always told that they are unable to assist with fees and to only bring the account to a positive balance or I will get hit with additional extended fees. I am submitting this as a request for some type of reimbursement for some of the fees that I have incurred over the past year. Although I understand by using the account, I accept the terms and condition of the account and the fees that I am subjective to ... but as a consumer, sometimes its nice to know that a company values you as a customer and realizes that you may have made a miscalculation or misjudgment and be willing to say, as a courtesy,  we understand and want to keep you as a customer. I ask that you review my account relationship and provide a reimbursement for the fees that I have been assessed. The only fee reversals that I have received where the result of unauthorized transactions. Thank you for your time.

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