Consumer complaint received 2026-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am filing this complaint as a follow-up to a previous CFPB complaint that was closed without satisfactory resolution. Bank of America has repeatedly denied my request for reimbursement of incorrectly charged Monthly Maintenance Fees despite clear evidence that the charges were unwarranted. Background : My Advantage Tiered Interest Checking account ( ending in XXXX ) has been open since XX/XX/year>. Per Bank of America 's own account agreement, a qualifying first mortgage exempts the account holder from the {$25.00} Monthly Maintenance Fee. I have maintained a Bank of America first mortgage ( ending in XXXX ) which Bank of America has acknowledged in writing meets the qualifying criteria for this exemption. The Issue : Despite having a qualifying mortgage, I have been charged the {$25.00} Monthly Maintenance Fee every month for approximately 12 years. Bank of America 's justification for denying reimbursement is that my mortgage was not formally " linked '' to my checking account in their internal system. Why This Justification Is Unacceptable : First, both accounts appear together under my single Bank of America online banking profile. More importantly, I have made over XXXX consecutive mortgage payments drafted directly from this same checking account. Bank of America 's own systems processed every single one of those transactions. By any reasonable definition these accounts were linked and fully visible to Bank of America throughout the entire duration of both accounts. Second, and most critically when I asked a Bank of America representative what their protocol was for notifying customers that accounts needed to be manually linked to receive the fee exemption, the representative explicitly stated " there is no protocol. '' Bank of America built a fee exemption into their own account agreement with no process to apply it or inform customers how to activate it. I was never notified at account opening or at any point since that any manual linking step was required on my part. Third, the first Bank of America representative I spoke with, XXXX, reviewed my account and immediately concluded it appeared to be a bank error. That assessment was later overridden with no explanation. Resolution Attempts : A reimbursement claim for 9 months was filed by a BofA representative and subsequently denied with no explanation and no contact A CFPB complaint was filed and BofA 's regulatory response acknowledged the qualifying mortgage but blamed the missing internal system link I responded in writing to Bank of America 's Resolution XXXX XXXX XXXX disputing their conclusion A follow-up phone call with a BofA representative XXXX in a final denial and the admission that no notification protocol exists What I Am Requesting : Full reimbursement of all {$25.00} Monthly Maintenance Fees incorrectly charged during the period my mortgage has been active Immediate linking of my mortgage account ending in XXXX to my checking account ending in XXXX A formal written explanation of how Bank of America expects customers to know a manual linking step is required when no notification protocol exists Bank of America has acknowledged my mortgage qualifies for the exemption. The failure to apply it was entirely administrative on their part. I was never informed of any action required on my end, and their own representative confirmed no such notification process exists. I respectfully request the CFPB 's intervention to ensure this matter is resolved fairly.

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