Consumer complaint received 2023-08-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Friends, Credit Card XXXX Bank of America ( BofA ) Amount of Transaction : {$21.00} Late Fee : {$39.00} Finance Charges : {$15.00} + Transaction Date {$21.00} : XX/XX/XXXX Posting Date {$21.00} : XX/XX/XXXX Payment Date : XX/XX/XXXX ( BofA failed to include the {$21.00} transaction from payment and now wants ( a ) late fees and ( b ) finance charges ) I called to make a payment on XX/XX/XXXX and made the payment of {$1600.00}. It shows Transaction Date of XX/XX/XXXX and Posting Date of XX/XX/XXXX. For some reason, through no fault of my own, BofA did not inform me of any pending transactions. I relied on BofA that my XX/XX/XXXX payment would cover all prior transactions from XX/XX/XXXX. 

The transaction that has caused the issue is a {$21.00} charge whose Transaction Date is XX/XX/XXXX with a Posting Date of XX/XX/XXXX. Therefore, the Transaction Date of XX/XX/XXXX is prior to the Posting Date of XX/XX/XXXX and my payment date of XX/XX/XXXX. 

The reason why I called to make a payment on XX/XX/XXXX was to ensure that all transactions prior to that date were posted. 

I have earnestly and sincerely attempted to work with BofA to resolve this error. Instead, it has hit me with a late fee of {$39.00} -- -that exceeds that {$21.00} charge -- -and finance charges for a transaction that I thought was paid in full. I have called in XXXX ( paid the {$21.00} transaction that BofA should have included with the XX/XX/XXXX payment ) and was told that the fees and finance charges will remain. I spent over three ( 3 ) hours of time being shuffled back-and-forth with different supervisors and manages : XXXX employee ID # XXXX ; XXXX employee XXXX XXXX XXXX XXXX XXXX XXXX XXXX  who claimed to have no employee ID #, XXXX ( told he was the manager and not at liberty to give an employee ID # ), and XXXX employee ID # XXXX. I was told someone would escalate my claim and get back to me in a couple of weeks : wait a couple of weeks and ( a ) no call, ( b ) no email, and ( c ) letter ( or flowers ). I am shocked with this treatment. Shocked. 

I literally physically attempted to pay and was under the impression that I had paid. I was not later informed until well after-the-fact that BofA did not include the {$21.00} XX/XX/XXXX transaction with my XX/XX/XXXX payment and would not remove the late fee or finance charges. 

It is unfair and unreasonable to require that I pay the {$39.00} late fee and finance charges for the {$21.00} transaction because I attempted to pay it after the transaction and on its posting date -- and was under the impression that it was paid. It was not until after-the-fact that I came to learn that not only was the {$21.00} not paid, I would be charge a late fee and interest charges for a transaction I attempted and sincerely believed was paid. 

Transaction : XX/XX/XXXX ( Posting Date ) XX/XX/XXXX ( Transaction Date ) Ext Imm Pymt Transfer Ref XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Summation : BofA did not include the {$21.00} transaction ( XX/XX/XXXX ) that I thought I had paid on XX/XX/XXXX. I did not have any notice until XX/XX/XXXX, that the {$21.00} was not included in my XX/XX/XXXX payment. On XX/XX/XXXX, with three ( 3 ) hours of back-and-forth with BofA 's agents, I of course paid the {$21.00} and disputed the late fee and finance charges.I was told someone would contact me within a couple of weeks about the late fee and finance charges. Apparently, I am still incurring finance charges that I learned today. After waiting and calling again on XX/XX/XXXX, BofA still wants to charge me a {$39.00} late plus additional finance charges. 

I believe the late fee and finance charges are wrong and should be credited to me.

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 explanation