Consumer complaint received 2017-08-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I 've been doing online banking with Bank of America for roughly 11  years. The original account was opened at their physical branch at : XXXX XXXX XXXX, XXXX, XXXX. XXXX in XX/XX/XXXX. I moved to Montana soon after that. 

I have a simple routine that occurs only at the end of the month normally. My retirement check from California is direct deposited sometimes earlier due to weekends, or holidays. 

Prior to XX/XX/XXXX I had about XXXX XXXX+ in the checking account. ( XXXX ). With my retirement check of around {$4200.00} + I pay my mortgage of {$2500.00} and maybe a small B of A Visa credit card payment generally, if there is one, it 's usually less than {$100.00} + or -. So on the morning of XXXX I saw that my checking account had over {$4200.00} and thought the retirement check came in early due to the holiday, XXXX XXXX. I paid my {$2500.00} mortgage payment. 

I had a XXXX XXXX credit card bill of just under {$4500.00} to make so I transferred {$4500.00} from savings into my checking account to cover that bill leaving me about {$48.00} + in change. 

I logged off and did n't expect any problems, but on the morning of XXXX I received an email from B of A telling me I had XXXX balance in my checking account and they were concerned about my overdraft protection issue. 

I logged on to the B of A website and saw XXXX in my checking account and additionally a savings account transfer that B of A did from my savings account into my checking account for the amount of {$2300.00} they made claiming it was for overdraft protection. 

When I checked the checking account I noticed that there was no retirement check deposit and the reason they docked me for the {$2300.00} was because I made a {$2500.00} mortgage payment twice in one month ... .which I have never done before in the past 11 years. 

I called B of A as soon as I could yesterday morning and was on hold for a long time plus I was n't able to understand their 1st customer service rep on the phone. I called back and after the usually on hold stall I was able to understand the female customer service rep, but she transferred me to her supervisor, XXXX, after an additional length of time on hold, her checking back to see if I was still waiting 2-3 times. 

XXXX had a thick XXXX XXXX accent and he was difficult to understand and the end result was I ca n't take back your {$2500.00} mortgage payment and there is nothing I can do for you at this time. I explained to him that was was out a large sum of money and had no answers as to why on XXXX their online banking web site showed I had over {$4200.00} that morning and zero balance 24 hours later in XXXX. It did make sense that with my two mortgage payments in one month I was overdrawn so that saving account transfer they made for {$2300.00} was somewhat understandable, but still leaves me baffled that even with $ XXXX balance prior to XX/XX/XXXX and then {$4200.00} + onXX/XX/XXXX I did n't have the {$48.00} from the difference of the XXXX less than {$4500.00} payment that I made ... just a XXXX balance and {$2300.00} less in my savings. 

I have no physical evidence, unless my PC hardrive has it stored so that B of A online checking account page was stored on it from XXXX to back up the claim that I saw over {$4200.00} in my checking account, and the fact I never ever before made 2 mortgage payments of {$2500.00} in one month knowing I only get a retirement check direct deposited at the end of the month for just around {$4200.00} that 's all I can offer at this time. 

I turned XXXX last Wednesday, I have perfect eyesight with my eyeglasses which I use when I am on the computer and I am in great health currently. 

Yesterday I emailed my USAF friend who lives in Ohio and told him about this matter. 
He replied that he also found a problem with an automatic payment he had set up with his bank, unfortunately he did n't mention what financial institution he used for his banking business. He said he would be checking with his bank today and I have been unable to reach him by phone or emails so far to find out if he also uses B of A there in Ohio at this time. 

Thank you, XXXX XXXX

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