Consumer complaint received 2025-03-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
Called Bank of America due to Monthly Maintenance Fees being charged despite having a balance meeting the criteria to not be charged the fee. I was informed my balance in which the fees were charged were due to a lower balance than the criteria. I asked them to provide further details because my balance was above until they continually charged the fees placing me below the threshold. 

They informed me it was based on the previous statements ending balance. I informed them that my ending balance from that statement was above the threshold. Upon further conversation, the rep then stated it was based on the beginning balance of the same statement in which the first fee was charged. My beginning balance on that statement was also above the threshold. I went through it by each statement and still they continued to reiterate it was below, when it was not on those dates. They then stated it was due to Transaction History and daily balance. My history and daily balance for an entire month, prior to the fee, was above the threshold. Despite confirming the same numbers, they still stated it was below.

It only became below because they kept charging fees. To note, my other account in which they charged fees, I made deposits the same day as the one I was having issues with and the statements are for the same dates, and I wasn't continued to be charged fees for that account. It didn't make sense because how can you charge for one and not the other if the criteria is supposedly the same? 

I then requested a credit, which they were able to pend, but was then informed despite being re-credited and having a balance above, I would still see the monthly fee for the following statement. I then inquired again because if I'm above the threshold and meet the criteria why would I be charged a fee and my concern was the continuation of fees. As above, they were unable to give me a firm answer that was able to have me understand when the fees would stop because history shows despite meeting criteria I am still being charged fees. 

I then requested they close my account on multiple occasions throughout the conversation. For a while, they kept discussing fees. Then I asked, finally, to close the accounts and send checks. 

I also informed them that I've been married for years and sent in my information multiple times on my new name and address and somehow my address was updated, but not my married name. They didn't answer that information. The rep also informed me they can not send me a check without closing the account. Again, I requested this on multiple occasions. I repeated myself and said, yes, again, close my accounts, both of them. 

They then closed just checking. I asked about my savings. They asked me if I wanted that closed too and I said yes, as long as I can still have my credit card on file as I don't want to remove my credit history or that account. They said that wouldn't be an issue, I will still have my credit card/history and it would just be checking and now savings. They then closed the savings. 

I asked when Id receive checks and they said it can take up to XXXX business days. My mail carrier isn't great, so I asked if I don't receive it for whatever reason do I call back? They said I can file a complaint and they can stop the checks from being cashed. My concern, are all the hoops I jumped through, that I somehow won't see those checks. I screenshot my accounts and will be calling in XXXX business days if I don't receive any checks. 

Should I not receive the checks and have to go through hoops again, I'll be filing another complaint. This has not only happened to me, but many others I have learned from.

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