Consumer complaint received 2021-01-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have been attempting to resolve Bank of America ruining my 16-year perfect credit/payment history because of their XXXX app malfunction since XX/XX/XXXX. 

Bank of America 's XXXX app had an update XX/XX/XXXX and since that date none of my payments that I have made went through. 
I have a screenshot on the XXXXXX/XX/XXXXstore of the XX/XX/XXXX update reporting that they made changes to the payment section! Initially when making payments the app prompted me that payments were placed, but two months later I finally answer the phone to a telemarketer scam phone number and it turned out it was actually Bank of America/collection agency saying that I've missed two months of payments. My Bank of America account never reported any notifications, I check it consistently throughout the week. 

They reported they had no trace of me even logging into the app for XXXX and XX/XX/XXXX and that I never even sent or received a payment. So no trace of my money disappearing, and no trace of me being refunded for the payments I made. 

This has happened to many other people if you read the feedback on the XXXX XX/XX/XXXXstore. I have screenshots of the very same payment issues being sent through that app. Reports were that people 's payments were being sent but there was no trace of them and they were occurring hefty late fees. Also the XX/XX/XXXX has reportings of the same issue of payments disappearing and not being made! 

I have had perfect credit for 16 years, never a single missed payment. I have been with Bank of America since XXXX with never a single missed payment! So to have two consecutive months in a row with missed payments is not true! I have all of my payment apps in one folder on my XXXX phone. I checked my other credit cards which I made all of those payments on the same exact day that I made my Bank of America payments, they all recorded the history, but Bank of America did not. 

Bank of America turned a perfect payment customer since XXXX with a perfect payment history into the credit reporting agency and they ruined my perfect credit history of 16 years over something that they did!! 

I was billed {$330.00} a second time because they had no trace of the first transaction even happening. When I called the department, they said that I had never logged into the app during the months of XXXX and XXXX, however I have proof that I made a payment to a friend XX/XX/XXXX and XX/XX/XXXX using the Bank of America XXXX app! 

There's no receipt of Bank of America credit card payment going out, but there's also no receipt of the money getting refunded. In this case the customer is right. 

The XX/XX/XXXX closed my complaint because Bank of America said they were resolving the issue. Bank of America has never even attempted to call me or get in contact with me in any way after they got their money and ruined my credit! Complete lies just to get the case 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