Consumer complaint received 2019-03-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On XX/XX/XXXX, I discovered that a Bill Pay payment in the amount of {$1300.00} was debited from my checking account for a second time. The first payment to XXXX was debited on XX/XX/XXXX as scheduled. The next payment should not have been debited until XX/XX/XXXX. As a result my checking account was resulted in an overdraft in the amount of {$750.00}. All payments that were scheduled to my creditors for XX/XX/XXXX were returned. In addition, Bank of America charged me for each returned payment and my creditors also charged returned payment and late fee. After spending a significant amount of time on the phone with various departments ( I.e. customer service, bill pay, consumer disputes ) and XXXX, I was informed that the payment to XXXX could not be reversed. However Bank of America representative informed me that they would credit the insufficient fund fees, and subsequent fees [ until my next payroll deposit ] would not be charged. Unfortunately the Bank did charge additional fees, which totaled {$240.00}. 
On XX/XX/XXXX I contacted the Bank regarding the additional fees. After spending 2 1/2 on the phone with Customer Service and Bill Pay, they acknowledged that my account had been noted that additional fees would not be charged. However, their computer system would not allow them to provide additional credit beyond what was given on XX/XX/XXXX. This is the second time this issue has occurred. The first time was on XX/XX/XXXX. At that time I contacted both the Customer Service Department and the Bill Pay Department at Bank of America. Subsequently the representative informed me that the payment could not be stopped. However she walked me through the process of checking my scheduled bill pay and helped me to make sure that all of the dates were correct going forward. For this reason, I was sure that my mortgage payments would be debited from my account on the XXXX of each month or the last business day if the XXXX were to fall on a weekend or holiday. Nonetheless, this was not the case since the same issue happened again. 
In view of the fact that on XX/XX/XXXX the Bank stated and noted my account that I would not be charged additional fees, they should honor their agreement. Payments to creditors that were scheduled to process on XX/XX/XXXX were returned by Bank of America on XX/XX/XXXX and additional overdraft fees charged to my account on XX/XX/XXXX and XXXX for a total of {$240.00}. If the bank did not send an additional mortgage payment from my account, these payments would have been paid. As a result of the banks error I also incurred return payment fees and late fees from my creditors. 
I made one final attempt on Thursday, XX/XX/XXXX to speak with a Bank of America representative to see if the bank would return the fees. At that time I was informed that all relative fees had been credited and they would not refund the additional fees that were charged.

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