Consumer complaint received 2017-11-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I set up automatic transfers from my Bank of America checking account to ( 2 ) separate Bank of America savings account, which I also own. The automatic transfers were schedued for every other Friday, coinciding with my payroll date. I 've had these transfers set up for well over one year and never had an issue. 

On Thursday, XXXX XXXX, XXXX, I checked my account balance and noticed that my account was overdrawn by {$270.00}!!! I immediately checked the transaction details to find that my scheduled transfers were processed early! I called the Bank and spoke with XXXX. She advised that if the scheduled transfer date falls on a holiday or weekend, the transfer is processed the day before. I asked her to send me a copy of the Terms and Conditions, which I supposedly agreed to, by email. XXXX refused, and told me she could n't do that. I told XXXX that I work at a Bank and I KNOW she can do that. She refused to provide a copy of the Terms and Conditions by email, so I asked to speak with her XXXX. 

XXXX 's XXXX, XXXX XXXX XXXX ID XXXX XXXX in Pennsylvania came to the line and was just as flustered as XXXX! She told me she could email the Terms and Conditions, but it would take 2 days. 2 days for an email sounds ridiculous - I 'm still wating. Further I asked her to read the sections of the Terms and Conditions which addresses my concerns. She read a section but could not tell me which section she was reading from and if it pertained to internal transfers scheduled by the consumer. 

I also asked XXXX XXXX why only three of the transfers took place, instead of all four. She said because my balance was low. Exactly! I explained that the balance in my account prior to any transfer was only {$17.00}, so if that 's the case then NONE of the transfers XXXX amounts {$25.00}, {$65.00}, {$200.00} XXXX should have taken place! She said well MAYBE it 's because I have a certain amount that the Bank allows me to overdraw on my account. So I asked how they determine which transfers to process first. She said it 's the highest amount to the lowest amount. Proves my point again! My largest transfer was NOT processed. Seems management at Bank of Amrica needs additional training. 

Finally, I asked both XXXX and XXXX XXXX to notate my account that I should not be charged any Insufficient Funds Fee because THEY processed a transfer on a date that I did n't authorize, and ultimately overdrew my account. They both refused to add the note and said that I would just need to call back if a fee was charged. 

I finally just transferred funds from one of my savings account back to the checking to avoid a fee. 

Needless to say, I 'm very very upset. The customer service I received was rude and inconsistent. Both XXXX and XXXX XXXX were very unknowledgeable.

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