Consumer complaint received 2019-01-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am a victim of Hurricane Michael, living directly in a federally declared natural disaster zone and Bank of America has stolen what little financial dignity I had remaining. This is my SECOND time contacting you regarding Bank of America in the past 30 days as they have yet to responded to my last complaint. Bank of America has collected over {$2000.00} in fees ( not including interest charges ) from me accessed across nearly 10 accounts in the past three months since this storm and they do not care about my patronage for the past 12 years I have given them my business. In addition, I have lost reward hundreds of dollars in reward points on buy credit cards. 

The overdraft fees hit their climax and became amounting avalanche after one of the companies whom I pay took more money from my account than I agreed upon, sending my account into a severe deficit which Bank of America is aware of due to an active claim investigation. During the storm and as an unfortunate result of it's aftermath, I have been unable to use the simple technology to effectively manage things such as automatic bill payments and their cancellations due to rolling service outages, infrastructure problems, and other more pressing events beyond my control such as the safety of my loved ones. Even today as I write you regarding this I am still without reliable service at this point hence the continued delay in reporting this and other problems consequential of the most recent events. Nevertheless, although the funds were available to shortly after to cover the funds, the mounting fees made it impossible to ever catch up. 

Bank of America then orders the transactions in amounts from greatest to least when accessing fees to maximize their profit and further worsen this situation. For example, if there was {$300.00} available in my checking account and transactions in the amounts {$50.00}, {$100.00}, {$150.00}, and {$200.00} were to post, Bank of America would post the transactions to my account as $ XXXX $ XXXX $ XXXX $ XXXX {$50.00} resulting in 3 overdraft fees as the account would have insufficient funds after the {$400.00} payment is applied. Bank of America chooses not to post the transactions $ XXXX $ XXXX $ XXXX $ XXXX {$200.00} ( regardless of the real time processing in which these transactions occurred ) which would only result in 1 overdraft fee on the account even though the ending account balance would be the same. These actions have resulted in a perpetual pit of unfair fees that Bank of America has used to take advantage of several unfortunate situations including the Hurricane Michael where have felt like I have lost everything, including my outstanding personal and business relationships for situations outside my control. 

In the process of Bank of America excessively charging my account at their discretion, they have also taken it upon theirselves to consistently access overdraft fees on a second account after involuntarily transferring funds from an account with a positive balance previously earmarked for bill payment to the account in which they had charged the overdraft fees to, which have resulted in another ~ {$200.00} to Bank of America capitalizing on these series of unfortunate events. This is just another example of the morally corrupt and possible illegal activities that Bank of America has resulted to to generate a profit from victims and to immobilize fear into our mind, body, and hearts in order to collect their fees. 

To add insult to injury during this already difficult time, I received a email on my birthday nonetheless, that Bank of America is closing my credit card accounts after over a decade of my loyalty their brand. It's almost as if they are intentionally taunting me during a time when it would seems as if they would be willing to help their loyal customers who have perfect histories with them. 

On XX/XX/2018, Bank of America debited my accounts {$550.00} from personal account XXXX and {$550.00} from personal account XXXX in an attempt in their " right to offset '' debts on a closed card that I had previously request payment arrangements for both online and in my previous complaint. After more than two hours on the phone and being transferred to rep after rep, I was finally transferred to a supervisor XXXX in customer service as she said she was the only one who had access to research numbers who in-turn transferred to XXXX in collections who sarcastically said there was nothing he would do after he ran down a list of my debts to Bank of America. I requested a supervisor and was transferred to XXXX XXXX. XXXX got very irritate and with me and adamant that she did not see a payment arrangement for the business account although I made arrangements for both via this online form. 

As we were discussing the situation, the call got disconnected and I never received a callback. More than 2 hours on the phone and I still do not have a solution to the problem. I would have considered Bank of America being good to me over the past 12 years but the way they have treated me over the past year has been deplorable. 

I have not missed a payment to Bank of America in the 10 years that I have had I have a credit product with them and I fully intend to pay them back, hence why I have not filed bankruptcy or used some tactic asking them to reduce my debt. I am simply asking for them to treat me with the same dignity and respect they treated me before my hard times and how me to repair the roof over my own head before deducting the little money I receive every month in XXXX from my account.

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