Consumer complaint received 2025-11-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
I am filing this complaint regarding Bank of America and the XXXX XXXX branch in Georgia for serious, ongoing issues involving misleading account advice, unjustified monthly fees, and system failures that have caused financial harm. 

I have been a Bank of America customer for more than XXXX XXXXears and have banked with the XXXX XXXX branch for over XXXX  years. Many years ago, a banker at this branch advised me to open multiple checking accounts and assured me that these accounts would be completely free. Based on that representation, I opened an additional checking account that I did not need. I would never have opened it if the banker had not advised me to do so. 

Recently, I discovered that the account had been charged a $ XXXX monthly fee for many years. I went to the branch and spoke with the current branch manager. Instead of addressing the misrepresentation, he told me that I opened the account on my own and should have read the fine print. This response is unacceptable and dismisses the fact that the account was opened solely based on the branch bankers advice.

When I asked whether the bank had any responsibility to monitor accounts and alert customers when unnecessary accounts incur recurring fees, the manager said that Bank of America had no responsibility to do so. I requested a full refund of the years of fees and asked that all unnecessary accounts be closed. The manager stated that he would submit a ticket and someone from Bank of America would contact me. Nobody ever contacted me.

When I returned weeks later, the branch manager stated that Bank of America refused to refund the fees. Even more troubling, I later received a statement showing that the supposedly closed account had been charged yet another {$12.00} fee, indicating that the bank failed to properly close the account properly or its system continued to extract fees. 

Additional System Failures and Misleading Information My experience with Bank of Americas systems further demonstrates that the bank consistently causes customer problems rather than providing service. Recent events include : 1. Misleading Transfer Notifications and Improper Insufficient Funds Notice I initiated a {$6000.00} transfer from my Bank of America account to my XXXXXXXX XXXX account. 
Immediately after initiating the transfer, I was notified that the transfer was not successful. Because of that notification, I believed the transfer had been canceled. 

However, Bank of Americas system later informed me that the transfer went through, and I was suddenly told that my account was insufficient in funds. I had to borrow money to cover this supposed negative balance to avoid penalties.

After I deposited funds to correct the claimed insufficient balance, the bank then informed me that the transfer had actually failed, meaning I borrowed money unnecessarily due to misinformation from Bank of Americas system. 

This is not a simple glitch. This is a pattern of misleading communication that causes customers financial stress, confusion, and unnecessary transfers of money. 

Pattern of Harm to the Customer The combined issues show a systemic pattern : Misleading branch advice resulting in years of unjustified fees Refusal to refund fees despite misrepresentation Improper reopening or failure to close accounts Continued monthly charges even after requesting closure System-generated misinformation that leads customers to transfer money unnecessarily Lack of accountability and dismissive treatment by branch management Bank of America has failed to provide basic customer service and instead created financial harm through misleading information and improper account practices.

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