Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Late or other fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint regarding Bank of America 's refusal to refund monthly maintenance fees that were charged in violation of their own published fee waiver policy. 

ACCOUNT DETAILS : - Account Type : Advantage Relationship Banking - Account Status : Preferred Rewards Gold member ( clearly stated on every monthly statement ) THE ISSUE : From XX/XX/XXXX through XX/XX/XXXX, I was charged a XXXX XXXX monthly maintenance fee totaling {$220.00}. According to Bank of America 's own published fee schedule ( available at bankofamerica.com/deposits/account-fees ), Advantage Relationship Banking accounts qualify for a fee waiver when " An account owner is a member of the Preferred Rewards program and qualify for the Gold, Platinum or Platinum Honors tier. '' My monthly statements from this entire period clearly state " XXXX Rewards Gold '' at the top of each statement, confirming my enrollment in the program that should waive these fees. 

REFUND REQUEST AND DENIAL : On XX/XX/XXXX, I contacted Bank of America to request a refund of these incorrectly charged fees. The representative submitted refund requests for all XXXX months of fees. However, Bank of America approved refunds for only XXXX months and DECLINED refunds for the remaining XXXX  months ( {$170.00} total ) with no explanation provided. The bank representative gave contradictory and incorrect information, claiming that the fee waiver requires both a {$20000.00} minimum balance AND direct deposits, which directly contradicts their published fee schedule. Their website clearly states Preferred Rewards Gold membership alone qualifies for the waiver - there is no requirement to ALSO maintain a minimum balance. 

EVIDENCE : XXXX. Monthly statements from XXXX XXXX all show " Preferred Rewards Gold '' status XXXX. Bank of America 's published fee schedule confirms Preferred Rewards Gold waives the monthly maintenance fee XXXX. Screenshots of the fee refund denial showing XXXX of XXXX  months declined with no explanation REQUESTED RESOLUTION : XXXX. Full refund of the remaining {$170.00} in maintenance fees that were wrongly denied XXXX. Written explanation of why these fees were charged despite Preferred Rewards Gold status XXXX. Confirmation that my account is properly coded for the fee waiver going forward This appears to be either a system error in applying the Preferred Rewards fee waiver, or Bank of America is misrepresenting their fee waiver policies to customers. Either way, I should not be paying fees that their own published policies say should be waived. 

Fee Breakdown - Attach to Complaint Date Fee Refund Request BofA Decision XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested Approved XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested Approved XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested DECLINED XX/XX/XXXX {$25.00} Requested DECLINED

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