Consumer complaint received 2018-01-18
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:
Last night, XX/XX/XXXX, I checked my Bank of America checking account on-line, and saw that while it was low, it was not overdrawn. No overdrafts showed, and I saw that my XXXX XXXX XXXX payment was paid and cleared. So, I went to sleep peacefully, knowing that my paycheck was scheduled to hit tomorrow morning, and knowing that no matter what else might hit my account would easily be covered. 
But when I checked my account again on-line this morning, about XXXX XXXX, I saw that yes, my paycheck hit, and more bills were paid and cleared, but, why was there a {$35.00} overdraft fee launched by Bank of America? I saw no negative amounts on the BOA ledger provided for sight on-line. So, I thought I could easily get the {$35.00} refunded to my account, if I just called the bank about XXXX XXXX. and asked for BOA to remove it. I was wrong. I got a long wait time, and finally, agreed to the robot 's suggestion that I press a number and have myself called back by Bank of America. Two hours later, I got the return call, and waited for yet more minutes before a customer service rep. came on the phone line. She recommended that I use blah-blah app to avoid additional fees. I told her it always has been sufficient for me to just regularly check my account activity on-line, with my laptop. She said she tried to remove the fee, but the system would not let her. I told her I needed to speak to a manager, and she resisted, until I just kept insisting that I needed a manager. Then she placed me on hold for a few moments, and returned to say her manager was still tied up with someone else, so the manager would call me back. The manager called back hours later, about XXXX XXXX, as was driving. So I placed my cell phone on speaker, and heard the manager repeat that she, too, could not remove the fee, since other activity had hit my account - activity that I did not see at all - STILL ca n't see at all - in the on-line BOA checking account register for me. I told the manager I wanted a formal dispute filed against BOA, and she said okay. But I doubt that formal dispute was filed, since I see no record of that. I also STILL see no written record of any activity coming through to BOA after XXXX XXXX, XX/XX/XXXX, when I last checked the on-line ledger. Had I seen the some 11-something the clerks claimed left my account in negative condition, I would have run to an ATM last night, and deposited {$12.00}! Of course, that would have made more sense than now paying {$35.00} to BOA. I am not letting my dispute rest because it really boils down to robbery! BOA just stole {$35.00} from my account, with no, written justification for doing that. And I have not had anyone at BOA acknowledge what I STILL see, no overdraft mentions nor negative balances - just regular, positive balances, and a {$35.00} fee that BOA conveniently levied, AFTER showing a positive {$68.00} and change. The {$35.00} is shown to have hit after the $ 68-something balance, and BOA then put my paycheck into my account. Where was the justification for stealing my money, with the {$35.00} " overdraft '' fee?

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