Bank of America "Customer Service" conversation about Fees (Hilarious!)
Banking Fees - Complaint
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Jill: Hello! Thank you for being a valued Bank of America customer! My name is Jill. May I have your complete name please?
Jill: Hi Marc. How may I assist you with your personal checking and savings account today ?
You: Fee dispute
Jill: I certainly understand your question regarding the fee. I will be more than happy to check that for you.
Jill: May I have the last four digits of your account please? 1
Jill: Thank you.
Jill: If I understand you correctly, you would like to dispute overdraft fee from your account is that right?
You: Well it is an extended balance fee
Jill: As I have checked on your account, I see that you got overdraft fee for a transaction amount if $620 which is an online banking transfer to your account xxxx when he only balance on your account was $585.30.
Jill: For each time we determine your account is overdrawn by any amount and continues to be overdrawn for five or more consecutive business days, we will charge an Extended Overdrawn Balance Charge of $35.
You: I understand this
Jill: Yes thank you for understanding the process, however, as I see here that there was a previous refund last 2/21/12, we are unable to process any further refund. I apologize however, the fee was assessed correctly on your account.
You: You're fee made the account negative. Then you charged a fee on the fee. That is deceptive business and gouging. I wanted to have this conversation before I pursue further action.
Jill: Once you overdrawn your account pay the fee prior to its 5th business day to avoid getting extended overdraft fee on your account.
You: The account was overdrawn because of a fee. You can't then charge a fee on the fee. Thats preposterous.
Jill: Marc, you were assessed overdraft fee of $35 for your transfer made $620 to you other checking account, and, that overdraft fee remained on your account for 5th business day due to which you got charged extended overdraft fee for that overdraft fee assessed on the transfer made.
Jill: If you overdraw your account, repay the total amount you are overdrawn as quickly as possible and prior to the fifth business day you are overdrawn to avoid this fee in the future.
You: And you did not refund this fee. You refunded another fee that was erroneous to begin with, which is why you refunded it. Then you charged another fee to get your refund back.
You: That transfer was made when there was money in the account to cover the transfer. Otherwise I wouldn't have transferred that amount.
You: You then stuck the fee in there as if it had occurred before the tranfer. Making the transfer for more than what was "available".
Jill: Let me explain the transaction on your account.
You: Then you refunded that fee, because of the ridiculousness of it. Then followed the fee with another on the same lateness. Of course I didn't have the money to put in there. Otherwise I wouldn't have been charged the fee to begin with.
You: I just explained it to you, what is the point of you explaining it again?
Jill: I will explain why the fee was assessed.
Jill: Last 2/8/12, the balance on your account was only $0.40
Jill: Last 2/16 there was a transaction for Educational Comp for amount of $182.65
Jill: Due to which your balance went -$182.64 correct?
You: Then my check went in
You: before the fee that you are about to say went in there
Jill: You made deposit of $802.91 last 2/17/12 which your balance went to positive $620.30 right?
You: Then I transferred, then the fee
You: Then a second fee for the transfer
You: Then this fee for the extended balance fee
Jill: yes, I would like to inform you that your transaction for $182.65 was an ACH, and all ACH transaction posted on account when there is insufficient funds will incur overdraft fee.
Jill: Then, the balance went below $585.30 before you made the transfer of $620.
You: No it was not
You: It was 620
Jill: That fee was refunded 2/21/12 for your ACH transaction.
You: Otherwise I would have only transferred 585
Jill: Then, you have been charged again overdraft fee for your transfer made $620
Jill: During nightly processing, we process all credits before we present any debits to the account. All debits are then processed from the highest dollar amount to the lowest dollar amount, according to the transaction type, even if they create a negative balance.
You: You do that so that you can get more fees. That is why you process them first.
Jill: I understand why you feel that way. Based on our experience, we believe that many customers prefer that we place priority on their largest transactions when the balance in their account cannot cover all their transactions. This may enable us to pay more important items, such as mortgage or car payments.
You: That has been proved in court to be an unfair business practice.
You: You need to stop using this policy. Or if it is making enough money to keep doing, refund the customers who call you on it.
Jill: I am really sorry if you are frustrated about the fees assessed on your account.
You: Look at the history, your institution has charged me thousands over the years. You might as well refund me so that you can continue to collect, rather than reject my request, and force me to get a different bank to get all that additional revenue.
You: Its just a smart business move.
Jill: Yes Marc, you have been charged overdraft fees on your account several times and we have refunded fees on your account as courtesy. I please suggest you to monitor your account balance to avoid getting overdraft fees in future. I know that paying fees is frustrating however, those fees was assessed correctly and the agreement on fees was included on your personal disclosure when you opened the account.
Jill: If there is anything that I may assist you with please let me know.
You: Refund of erroneous fee.
Jill: I understand however, I am really sorry that fees cannot be refunded and it was assessed correctly.
You: Unfair business practices. I hope you hurry up and settle on this lawsuit. This conversation will be put online and this practice of the extended overdrawn balance fee will also be deamed unfair business practice. I embarrasssed that you are allowed to be called bank of America. It should be Bank of Thieves.
You: Does it say in my account documents that you can charge a fee since I am unable to pay on a previous fee?
You: And the fifteen dollars you charge monthly? Is that another fee?
Jill: Marc, again, we sincerely apologize. The fee disclosure agreement was provided and you were informed about those when you opened the account, and the monthly maintenance fee of $12 was also included.
You: No, when I opened the account, there was no monthly fee. And the overdraft fee was $15. And there was no extended overdrawn fee. This was all added later.
Jill: I can send you the Personal Schedule of Fees so that you can have check all fees associated on your account.
You: Yes, please do.
Jill: Please clcik here.
You: Will it say that if you are unable to pay on one of our fees, we will give you another one?
Last text message receivedJill: Yes that is included.
You: Highly unlikely.
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