Consumer complaint received 2020-11-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Approximately 1 hour ago, at around XXXX XXXX. Central Time, I received a call from a woman who said her name was XXXX ( XXXX ) and that she was calling from the Bank of America Fraud Department. She asked me to provide her with the last three digits on the back of my debit card. I advised her I do not keep that card in my wallet and that it would take a few minutes for me to get it. While I went to retrieve it, I thought wow this call is a coincidence because I saw the card earlier this morning in the location where it is kept. When I returned to the phone, I advised her of the number on the back. She then asked for my pin code. I began to feel a little apprehensive and immediately regretted giving her that number. She then asked me to provide her with the year, make and model of a car I've owned. She said it could be any car that I've ever owned. Based on my past experiences, when individuals perform knowledge based authentication they ask specific questions instead of general. I felt like it was a fishing expedition and declined to provide the information until she explained to me exactly the reason for the call. She said all she could tell me was that it was a business matter and if I didn't feel comfortable speaking to her that I should call the number on the back of the card. This is what I decided to do. Well, it looks like she had the last laugh. When I hung up, I immediately got an email saying my online banking password had been reset. This was somewhat frustrating because I just changed it the other night because I left the app open while the phone was in my pocket and the account locked. As if she could not do enough, she also canceled an electronic payment. Lastly, I was on hold about 20 minutes before I could speak with an agent. I still don't know what prompted all of this but I believe that part of the issue is rectified. 

While I was on hold for that time, I found myself reviewing my accounts. I was more or less curious with the website because I always use the app. It was then that I noticed I was being charged {$5.00} per month for a maintenance fee for the savings account. When I opened this account years go ( between 10 and 13 ), the accounts were free because it was a package. My employer XXXX XXXXXXXX XXXX XXXX, at the time was a partner or something and so the account s were complimentary. When the hospital ended that partnership I moved my primary banking to the new bank but still kept the account at Bank of America. I was informed that the account would be downgraded so to avoid the fee. One of the features was that I could no longer go inside of the bank for anything at all. I would have to do all of my banking at the XXXX. Somewhere down the line, I'm not sure what happened but a fee has been charged for at least the last 18 months. This is all I can see online. The representative I spoke with about the other matter was not able to explain this or assist because she said she only deals with fraud claims. She mentioned transferring me to customer service for assistance. Since I had already been on hold for at least 20 minutes the first time, not counting the time I spoke to XXXX and now this person, I declined. By now, I have stopped working for one hour to deal with all of this.

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