Consumer complaint received 2024-03-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
I had been a Bank of America customer since XXXX. In XXXX, i fell into difficult times and began to accumulate XXXX and overdraft fees. As I would repay these fees, it would leave me short of funds and I'd enter into the same cycle again. On average, my total in fees paid would be anywhere from $ XXXX monthly. I recall viewing my monthly bank statement at one point and seeing that total YTD I have paid over {$2000.00} in fees on my checking account. I had called BofA for a review and while they would sometimes waive 1 or 2 fees, no one ever listened to the fact that I was absolutely drowning because of this cycle. It was the definition of a debt treadmill. 

In XXXX I had to let the account close as I could not continue this. IN XX/XX/XXXX, I had heard that the CFPB and BofA were working to right past wrongs in overdraft fee collections. I called BofA shortly after to see about someone FINALLY reviewing my account for what I had been saying this whole time. I was told at that time that the reviews would be taking place and I would receive any amounts due in the future. This week, I received a check in the mail dated XXXX from BofA in the amount of {$32.00}. I believe this amount to be far less than what should have been returned as there is anywhere from $ XXXX to $ XXXX in overdraft fees that I have paid to the bank during a period of time when I repeatedly called in and expressed that I was in a overdraft fee cycle. It was a cycle that I would never have been able to get out of. Furthermore, there has never been a fee for {$32.00} charged ... Am I to understand that BofA refunded me 1 fee for {$35.00} and then deducted postage?? 


Today I called BofA for resolution and for someone to actually look at my account. After being transferred around to numerous departments, I finally reached XXXX. XXXX was the first person today as well as in my past interactions to ever acknowledge the excessive fees that BofA had charged me. He did share with me that for my statement dated XX/XX/XXXX, I had paid {$1500.00} in fees for the year. I did not get the answer as to what the prior years numbers were in total ( period from XXXX to XXXX ). He reached out to his manager who was in a meeting and then returned to ask what my expected resolution was. I shared again, that my expectation is that someone within the bank actually reviews this account and looks into how the excessive amount of fees paid can be returned to me. He stated that he was told no by this manager who was in a meeting ( name unknown ), but I could speak to a different manager. 

I was then transferred to XXXX XXXX, an escalations manager. He stated that there is nothing BofA can do for me, that I still owe $ XXXX to BofA XXXX and he was surprised I even received a check of any amount. At times he spoke with sarcasm and acted annoyed. I again repeated my concerns when he then stated that he wasn't a lawyer and if I had any other concerns that I should consult with an attorney if I felt I had been wronged... .this was HIS suggestion that reach out to an attorney instead of resolving within the bank. I had no intentions of even speaking these words, but it would seem as though BofA would rather send me through legal avenues ( knowing that I will not be able to afford this ) than to actually address my concerns that I've mentioned. He further stated that there is absolutely nothing that can be done about my account because it is closed.

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