Consumer complaint received 2016-05-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In XXXX, I opened a Bank of America checking account. In XXXX XXXX, while watching XXXX footage I decided to join the XXXX. After joining, I visited my local branch office in XXXX, XXXX and spoke to a representative. I provided them with my XXXX to show that I was XXXX XXXX XXXX and deploying. I requested and completed paperwork for my checking, savings, and credit cards to be converted to Military accounts. This conversion would have given me specific benefits that save me a lot of money while over seas and banking. Over the many years that have past, I continued using my bank of America products, such as my debit card. As a loyal member, I never second guessed the bank. I simply did n't have the time to check on my statements and was preoccupied with other important issues, within the Military. Worrying about my bank statements was the last thing on my mind. Recently, I was approved to come home ( USA ) and I settled in XXXX. After buying my home and getting married, I had the peace of mind to sit down and review years of financial statements. When I logged in to my bank of America accounts, I was stunned to learn that I did n't have access to more than several months of information. I began looking through the information I had available. I noticed there were so many fees. There were maintenance fees, International Transaction fees, ATM fees from over seas, overdraft protection fees, and it almost seemed as if there were fees for having too many fees. I called the bank and requested my account be closed, after 11 years of membership. I was told by the representative that my account had never been processed to reflect it was a Military account. This failure to complete that process, meant that I did n't receive the benefits of a Military account. The representative quickly reimbursed me for maintenance fees for this month only. I was informed that I should not have been subject to any fees, specifically maintenance fees of unknown amounts ( as the fee price has fluctuated over my tenure as a member ) and transaction fees, as well. Not to mention, she stated that ATM fees should have been waived too. She quickly transferred me to the Military Department. The new representative agreed that the Military accounts have specific benefits which civilian accounts do n't share. But, unlike the first representative he refused to tell me what those benefits might be. Instead, he asked me to wait a few days, while they reviewed the account to determine which benefits they will approve for me. I was appalled, as the benefits should be what they are, despite the current status of my account. I felt as though they wanted to review what their liability was and then pick and choose what they will reimburse me for. I asked that he explain the benefits and he continued to refuse.

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