Consumer complaint received 2017-11-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
The bank is charging me a monthly fee of $XXXX per month which I have requested be stopped and they have not done so and are unwilling to do so. I have emailed and mailed in the request and they will not properly Handel this issue. Here is the latest letter I sent them:

Dear Executives:

I reached out and I was told this issue was resolved and all credits would be issued back to my account. I have checked and I see that has still not been done! I have followed up numerous times with XXXX  XXXX, who advises she would be my point of context and also advised she resolved this issu , but it is not resolved at all and I'm quite upset over this and having to take so much time to have this resolved. I want

1) the credits  issued back to me that I have been charged for account fees since having my account switched over. XXXX advised I was charged $XXXX , please confirm if that is correct and issue credits. She advised it was done but I just searched my account history and no such credits have posted to my account.

2) I want no fees or monthly charges on my account and if that means changing my account to a no fee account tune please do so but I cannot pay monthly fees and I have requested this change now for months and this is getting very frustrating 

Please email me back to confirm this has been done and is fully handled once and for all.

Sincerely,

XXXX  XXXX 
 

Sent from my XXXX 


Sent from my XXXX On XX/XX/XXXX, at XXXX XXXX, Bank of America - Executive Resolutions  wrote:

XXXX XXXX,
 
Thank you for your prompt response. The fees have been credited to the account today. While I understand your preference is email, I am unable to assist with this request via email. In order for me to address your request and perform maintenance on your account, I must speak with you or you can visit a financial center.
 
My apologies, I am unable to complete all of your requests via email.
 
Thank you,
 
XXXX XXXX
 
 
 
From: XXXX XXXX  XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: Bank of America - Executive Resolutions 
Subject: Re: Acknowledgement of your Inquiry
 
XXXX,
Wow! You are fantastic so how quickly and wonderfully you have handled this. So the credits will be issued then back to my account? I'm wishing I never switched and did all this , such a mess but I greatly appreciate you getting this handled for me. Can you just switch me back to the regular account we have previously so no additional fees will be added to my account? I just don't want to have to worry about more charges incurring on my account I n the future , thank you so greatly 

Sent from my XXXX 

On XX/XX/XXXX, at XXXX XXXX, Bank of America - Executive Resolutions  wrote:

XXXX XXXX,
 
Thank you for contacting the Executive Offices of Bank of America. As your designated advocate, I have received your correspondence and welcome the opportunity to address your concerns.
 
What you should know
It appears from your inquiry that you prefer to be contacted via email. While we make every effort to assist our customers through their preferred contact method, there are certain instances where we need to speak with you directly. I hope the following response provided clarification.
 
I have refunded the two monthly maintenance fees of $XXXX each that were incurred on XX/XX/XXXX & XX/XX/XXXX for a total of $XXXX.  Please be advised of the following requirements for the Interest Checking account:
 
The monthly maintenance fee is $XXXX. 
The monthly maintenance fee can be avoided when one of the following requirements is met during each statement cycle.
         Maintain a combined balance of $XXXX or more. For each statement cycle, the following balances are added together to determine your combined balance.
   The average daily balance in your Interest Checking account and in each checking, savings and money market savings account that is linked to your Interest Checking account.
Note: The average daily balance is determined by adding the ending balance in the account for each day in the statement cycle and then dividing that sum by the number of days in the statement cycle.
AND
   The current balances, as of the end of the Interest Checking statement cycle, in each personal CD and IRA that is linked to your Interest Checking account.
AND
         The current balance, as of two business days before the end of your Interest Checking statement cycle, in each eligible XXXX XXXX and XXXX XXXX investment account(s) that is linked to your Interest Checking account.


 
If you are unable to meet the minimum balance requirements to avoid the monthly maintenance fee on this type of account in the future, I would suggest for you to contact us to change your account type to one that better suits your needs. A change can be made by contacting our customer service department by telephone or visit a local Financial Center.
 
We are here to help
You may also contact me at XXXX. I am available Monday through Friday XXXX  XXXX Pacific Standard Time. I look forward to the opportunity to serve you and appreciate you taking the time to bring this matter to our attention.
 
Please note that this email address is not actively monitored and should not be used for replies.  Do not send any sensitive information such as account numbers or Social Security numbers.
 
 
XXXX XXXX
 
From: XXXX XXXX XXXX 
Sent: Thursday, XX/XX/XXXX XXXX XXXX
To: Bank of America - Executive Resolutions 
Subject: Re: Acknowledgement of your Inquiry
 
XXXX,
Thank you so much for your kind email and getting back to me so quickly. If I could call in I would but due to a medical provider I'm unable to speak at this time and trying to get some things handled and this is one thing I see hasn't been handled. 
I signed up for the interest checking account and was told if the balance I thought or knew would drop below the amount needed to not be charged to let you all know and I did so but I still have that account and I'm still being charged. If you want to keep me on that account that is fine but I do not want charged $XXXX a month. My husband was just laid off and I cannot be charged $XXXX a month for a checking account I have had for years with you and shouldn't be charged anything as we meet the requirements to have fees waived and have direct deposit. I would like this $XXXX monthly charge removed and credits issued for the months I was charged the $XXXX
 
I hope this answers any questions or information you needed rom me, if not please do email me back so I can get right back with you to have this hnaldec
 
 
Thank you so much for your kind help and time with this matter
 
Sincerely,
 
XXXX XXXX 

Sent from my XXXX 
On XX/XX/XXXX, at XXXX XXXX, Bank of America - Executive Resolutions  wrote:


 
 
XXXX XXXX,
 
RE: Case Reference Number XXXX
 
Thank you for contacting Bank of America. As your designated advocate, I welcome the opportunity to address your concerns. I will be your dedicated point of contact until this matter is resolved.
 
What you should know
This communication is to advise that your correspondence has been received.  In order to work through the resolution process to determine the next actions to be taken I do need some additional information. It is my goal to get this matter resolved as quickly as possible.
 
I have attempted to reach you at XXXX and was unsuccessful.  
 
What you need to do
If you would like to discuss your situation further, please contact me at XXXX. Should you receive my voice mail, please leave the best number and time to contact you and reference the case number above. My hours of operation are Monday  Friday XXXX  XXXX Pacific Standard Time.
 
I look forward to the opportunity to serve you and appreciate you taking the time to bring this matter to our attention.
 
Please note that this email address is not actively monitored and should not be used for replies.  Do not send any sensitive information such as account numbers or Social Security numbers. XXXX XXXX VP, Executive Advocate
Office of the President
Phone (XXXX) XXXX 
Monday  Friday  XXXX  XXXX PST
 
Bank of America N.A. Member FDIC  2014 Bank of America Corporation. All rights reserved.
 
 
 
 
 
 
This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.comXXXX. If you are not the intended recipient, please delete this message.
This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/XXXX. If you are not the intended recipient, please delete this message.
This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/XXXX. If you are not the intended recipient, please delete this message.

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