Consumer complaint received 2024-03-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem caused by your funds being low — Late or other fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am writing to register a formal complaint against XXXX regarding a system glitch that occurred on XX/XX/XXXX, which has resulted in a significant inconvenience and lack of resolution. I believe it is imperative for the regulatory authority to be made aware of these issues and take appropriate action. 

Glitch on XX/XX/XXXX : On the aforementioned date, XXXX 's system experienced a glitch, causing all tips to go uncharged. This glitch adversely affected numerous transactions and resulted in financial discrepancies. 

Lack of communication : Despite the substantial impact of the glitch, XXXX failed to send any apology letter or warning to its customers, including myself. This lack of communication only compounded the frustration and confusion experienced by affected customers. 

Efforts to resolve the issue : Upon discovering that tips were not charged, I promptly contacted XXXX and engaged with multiple departments in an effort to rectify the situation. I sought clarification on the necessary steps to resolve the issue and ensure proper payment. 

Options provided : XXXX offered XXXX potential solutions to address the problem. The first option involved refunding the full amount to the customers and reentering the entire transaction with the tips included. However, we opted for the second option, which entailed charging only for the tips. 

Promised resolution time : XXXX assured us that the issue would be resolved within XXXX days, providing a specific timeline for resolution. 

Lack of feedback and follow-up : Regrettably, the promised feedback and updates from XXXX never materialized. After the expiration of the five-day period, we were left without any information regarding the progress of the resolution. Consequently, we were compelled to initiate multiple follow-up attempts, each time enduring an unnecessarily burdensome verification process. 

Provision of false information : Throughout our communication with XXXX, we were repeatedly provided with incorrect information. Specifically, XXXX assured us that the tips had been charged when, in reality, they had not. This misinformation has led to ongoing unresolved issues that persist to this day, over a month and a half later. 

Customer confusion : As a direct consequence of the system glitch, customers began contacting our establishment, mistakenly believing that we had credited their dinners to them. This has further complicated the situation and resulted in customer dissatisfaction. 

Continued lack of communication : Despite our persistent efforts to seek clarification and resolution, we have received no further communication from XXXX. The lack of responsiveness and failure to address our concerns have only exacerbated the prevailing issues. 

Need for deposit breakdown : To ensure the accuracy of all funds deposited into my account, I had to request a breakdown of the deposit made. This was an additional inconvenience resulting from the system glitch. 

Missing tips : Upon reviewing the deposit breakdown provided, it became apparent that some of the tips were not included as they should have been. This discrepancy further highlights the inadequate resolution efforts undertaken by XXXX. 

Ongoing missing tips and lack of feedback : Unfortunately, despite our repeated attempts to communicate the missing tips and seek assistance from XXXX, the issue remains unresolved. We have not received any response or feedback from XXXX 's team, leaving us in a state of frustration and financial uncertainty.

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