Consumer complaint received 2021-11-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On Wednesday, XX/XX/XXXX I checked my account and my balance was about {$900.00}. It didn't showed my direct deposit pending so I thought this was my balance before my direct deposit. I made a BoA credit card payment on XX/XX/XXXX of {$900.00} to be paid on XX/XX/XXXX. On XX/XX/XXXX my account went in overdraft. Bank of America charged me XXXX transactions with overdraft fees of {$35.00} each for a total of {$210.00}. Between this time Bank of America didn't send me an alert by email or text that my account had insufficient funds. Have I known, I would have deposit the money before XXXX and I woulnd't be charged {$210.00} in overdrafts fees. I went to Bank of America online and diging throughout the website ( take in consideration that they made the website more difficult to navigate ) I found that my email was " underivable '' but I still had my cellphone number and I never received a text either. When I called Bank of America on XX/XX/XXXX, I spoke with XXXX and I explained that in the mobile app doesn't show that there is something wrong with the email. I explained everything I'm saying in here, her response was that I'm still responsible for the fees and the the email alerts are a courtesy from the bank and I shouldn't relay on the alerts. Really? Very convenient for BoA. The problems is that Bank of America App doesn't show the same that online banking. How am I supposed to know something is wrong when I'm doing my do diligence?. I believe this is what happened : 1 ) Bank of America App showed my balance wrong, the direct deposit entered my acount but it showed the balance and not the transaction pending. I did the payment relying on this balance to be true. 2 ) There is something wrong with Bank of America App, showing no issues with alerts nor email. 3 ) Online banking shows my email is " underivable '' but the email is correct, so there's some technicals issues at the back end that needs to be resolve, meanwhile hundreds of clients are getting ripped. How am I supposed to solve an issue that I'm not aware of? 4 ) There is not a standarized procedure for communication. How is it possible that I received email for some things like Bill Pay and text for Credit Card deals, but at the same time for alerts with my same email is " underivable '' and no text received. If email doesn't work, then text should. No, it didn't happened either way. 

I have been a client of Bank of America for almost 15 years. I don't overdraft. I take evry single precautions for this but I can't do my job if Bank of America doesn't do theirs. Have I known my account was low, I wouldn't make those payments. Have I known that there is something wrong with my email, I would have try to fix it but I can't fix Bank of America back end issues. Is very convenient for Bank of America to have these issues meanwhile they are ripping clients with overdrafts fees.

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