Consumer complaint received 2021-04-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
We paid a credit card with Bank of America off on XX/XX/2021 ( {$3900.00} ). Yet somehow we were assessed a {$1.00} fee on XX/XX/2021. 

We called Bank of America to inquire about this {$1.00} charge, thinking it must be an error because the account balance was paid in full and the account had been closed. When we originally called them on XX/XX/XXXX, we were told that " there was a server error, '' that we could not be helped at that time and should call back. 

We called again this evening ( XX/XX/XXXX ), and the first representative with whom we spoke told us again that " there was a server error '' and to " call back in a few hours. '' Given our previous experience, we were not satisfied with that answer and asked to be transferred. The next representative told us that a waiver had been submitted to have the {$1.00} charge removed from our account, and that it would take a few days to process. We have previously resolved erroneous fees on this account, and were not satisfied with the " few days '' answer. So we requested to speak to another representative. 

The next representative ( the " escalation manager '' ) said that " nothing could be done, '' and that her supervisor was not available to help. She offered to put us in the customer service queue, and we were transferred to yet another representative. This individual stated that the charge was a system error that was applied and put us on hold. She then came back on the line, told us that the charge was valid, and explained that is was a " minimum interest fee '' on XX/XX/2021. 

The account balance was {$0.00}. How can you charge interest on a {$0.00} account balance? 

This action feels predatory because when we paid off the account on XX/XX/XXXX, we were told that " we were good, '' and to not expect any further transactions with Bank of America for this account. However, we were suspicious when we received an email weeks later saying that we had a statement ; how could we be issued a statement for an account that had been paid off? We checked, and saw the {$1.00} charge and began the process we just described to you. 

The predatory part is that, if we had not checked and seen the {$1.00} charge, there is no doubt in our mind that Bank of America would have charged us late fees for that charge. Not to mention the " run around '' customer service experience. We spoke to six people before we got an actual answer! All for a charge that was placed on an account that had a {$0.00} balance! Again, how can you accrue interest on a {$0.00} balance? Not to mention that any late fees would have resulted in negative information on our credit report. 

Needless to say, this is not the first negative experience we've had with Bank of America. We will take our business elsewhere next time. 

A multi-billion dollar company that makes its money by nickel-and-diming ordinary Americans? It is a disgrace to the USA that they have America in their name.

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