Consumer complaint received 2024-07-16 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: NM

Complaint narrative:
I was assessed a {$25.00} " Advantage Monthly Maintenance Fee '' on XX/XX/XXXX. I have known for over XXXX decades that as long as I have a first mortgage with Bank of America, the monthly fee on my checking account would not be assessed. And thus has been the case, until XX/XX/XXXX. 

When I saw this fee yesterday ( XX/XX/XXXX ) as I was reconciling my bank statement I contacted Bank of America via chat. The chat agent stated that the reason I was assessed the fee is because the balance in my checking account had dropped below a certain minimum. The agent listed the requirements to avoid the fee ( XXXX of which was having a first mortgage with Bank of America ). When I pointed out to the agent that I have a mortgage, and have not been assessed the fee before, the agent stated they would refund the fee but refused to do take any further action to assist me in preventing the fee from being assessed in the future. Eventually, after I repeatedly asked for the chat to be transferred to a supervisor and the agent repeatedly refused, the agent disconnected the chat. 

I then called Bank of America and spoke with a person named XXXX ( I believe ) who tried to assist me. She was very patient and spent over XXXX minutes researching the issue. After reaching out to her supervisory team, her final response to me is that my mortgage doesn't qualify to have the fee waived because " The mortgage description states it is a corporate loan on our system. '' I explained that nowhere on my online banking does it state that it is a corporate loan, and that it has been a consumer mortgage ever since I first obtained it. I also explained that I have not done anything differently, and something must have changed in Bank of America 's system for me to suddenly be charged. 

XXXX stated there was nothing else they could do, and that they refused to escalate the matter further by telephone. XXXX stated that my only recourse is to visit a banking center ( aka a local branch ) and speak with someone there. 

At this point I wish to file a complaint to bring to your attention the following : XXXX Bank of America has employed an unfair, deceptive practice by suddenly charging a fee with no reason. 
- Bank of America refuses to honor their own policy of not assessing a fee when a customer has a first mortgage with Bank of America. 
XXXX Bank of America has employed a deceptive practice by stating that a mortgage loan " appears as a corporate loan '' on their system when in actuality it is a consumer loan and there is nothing on my online banking portal that indicates otherwise. 
XXXX Bank of America is practicing an unethical and perhaps illegal action by suddenly charging a monthly fee when nothing has changed. 

Although the monthly fee that was charged in error is apparently going to be refunded, Bank of America has stated that I will continue to be charged the fee in the future. They have refused to research this matter further. 

I appreciate your attention to this matter.

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