Consumer complaint received 2023-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
In XX/XX/2023, I cancelled a Visa Credit Card from Bank of America and obtained a new Visa card with better benefits. I have been a VISA card user with Bank of America for many years and with many credit cards. My credit card bill has always been autopaid from my Bank of America checking account - I am a Preferred Account Member. On XX/XX/2023, I paid my first bill on this new credit card. I went online because I had not seen a autopay charge on my checking account. This was my 1st payment and I was not sure when it was due, so I paid it early. 
I had not seen any provision for autopay on the website, so I was somewhat concerned. But all my credit card charges had always been charged to my checking account.On XX/XX/2023, I received a text message from the bank that my credit card charge was declined. When I looked at my credit card online, I saw that my DUE Date was XX/XX/2023, so I immediately ( XX/XX/2023 ) called and paid my statement charge {$1600.00}. The agent told me that I could setup autopay on the website. 
I scoured the website, but I could not find any AUTOPAY provision. None. I then received messages from the bank and the VISA company that I am charged a penalty of {$29.00}. Further, I received a notice from my credit monitoring service that my credit score had dropped XXXX points from XXXX to XXXX. The Bank of America then asked me to pay the current balance in full. 
I then called the VISA department at Bank of America and asked them to reverse these charges and credit reporting action. Their agent, 'XXXX  XXXX took down my information and said she would make a dispute report. I asked for information about 1. Why did the Bank not use autopay as it did on my prior credit cards? 
2. How could I select autopay when it is not an option on their website? 
The agent showed me how Bank of America expects a client to find the autopay option. 
I asked the agent to setup AUTOPAY for me- she replied that she could not do that. The agent began by directing me to a link on the Credit Card account page called " Pay & Transfer ''. 
Then, from the displayed account list, find the credit card that needs the autopay. 
Then DO NOT click on the card ID or the " Details '', but click on " Request eBills ''. From there, I must select " Pay Bills ''. Then select " Make a Payment ''. 
Then, from the displayed account list, find the credit card that needs the autopay. 
Now, I apparently MUST accept eBills for my credit card in order to proceed with the AUTOPAY option. I actually would prefer the mailed statement, but I can only proceed with this forced " option ''. 
After submitting the " eBill Request '', I am NOW asked to enter my last 4 numbers of SSN. Then I submit, and told I can now make payments. I am not sure what happened. 

My complaint is : The Bank of America deliberately obfuscates the method of autopay so that they can collect the Late Payment charge. They then use the missed payment to destroy the client 's credit rating and demand full payment of the current charge which would normally be due in about 1 month. 
The Bank 's method of setting up autopay, is misleading and deliberately confusing. How can a client know the tortuous route and inside lingo of these websites?

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