Consumer complaint received 2016-08-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
XX/XX/XXXX, I went into my local branch to get assistance with my checking accounts. I explained to the branch manager that I lost my job and my income was reduced from XXXX/yr to unemployment checks of XXXX per week. As a result I made an error and accidentally overdrew my account. This created a snowball effect and several items posted to my account along with the {$35.00} OD fee for each transaction. By the time the dust settled, Bank of America had charged me {$450.00} in OD fees. In tears I asked the manager if I could get some assistance with some of the fees as I have been a long time customer with an excellent track record and XXXX mortgages with BOA. The manager said he was unable to help me and that he would escalate this situation to the " back office '' and try to get me some assistance with refunding the fees. He also advised me to contact customer service to see if they had more authority in this area. 
# 1. I contacted customer service via phone and explained my financial circumstances and advised that the {$450.00} in OD fees is equivolent to one of my unemployment checks leaving me with no money to buy groceries or pay my utility bills. The representative placed me on hold and came back to the line stating that the OD fees were not a result of a bank error and that I made the mistakes so therfore the fees are valid and she would not be able to assist me. 
# 2. I went back to the branch and spoke directly to the branch manager along with a personal banker and they said : " If thats what customer service stated then there is nothing they can do ''. 
# 3. I went back to the branch for a THIRD time and advised that I unknowingly received my last unemployment check on XX/XX/XXXX and all of my automatic bill payments came in because I was expecting a deposit into my account on XXXX XXXX. This time I asked if they could temporarily place a hold or freeze on my account to prevent additional debits and {$35.00} OD fees from accumulating to the point where I will not be able to resolve with no income. ONCE AGAIN, I WAS TOLD THERE IS NOTHING THEY COULD DO FOR ME AND THEY WERE SORRY. The branch manager opened some kind of " case '' that would go to his regional manager as she had the authority to waive some or all of these fees that were greatly hurting me. 
# 4. I went back to the branch a FOURTH TIME to find out the status of my case and the branch manager said he was told there is absolutely NOTHING HE COULD DO FOR ME although I have been a customer of BOA for many years and have NEVER asked for assistance with my accounts before now. He stated that it would not hurt BOA to refund the OD fees for me and reward me for being a longstanding customer but BOA does not care about its customers and therefore am only trying to make money off of me in fees. 
# 5. At this point, Bank of America has collected or assessed almost {$1000.00} in Overdraft related fees and charges. They have also refused to place a hold or freeze on the account last week when I requested such. This refusal is an unscrupulous and eggregious policy designed for BOA to keep charging me additional fees that I can not afford to pay. I am a single mother with a son in college and in need of being able to put food on my table and keep the electricity and water on. I did not plan on getting laid off and I most certainly did not plan to have my unemployment benefits end prematurely. I need every dime I have to support myself and BOA is taking the little money I have left without regard or remorse of the impact to my family. When I had $ XXXX in my account and bought second new home with BOA, the attitude and level of service I received was quite different than the rude, uncompassonate and disrespectful way I am being treated today. The Executive Office at BOA should know this his how its bank really treats its customers.

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