Consumer complaint received 2018-08-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/2018 I sent up a payment for {$63.00} to be paid on XX/XX/2018 and Bank of America took two payments from my XXXX XXXX XXXX   Account for {$63.00} and {$170.00} on the same day. I called to speak with a supervisor and asked that the payment for {$170.00} be returned back to my XXXX XXXX XXXX   account because I did not authorize for two payments to be taken out of my account. I had already calculated my transactions and by Bank of America taking an extra payment out of my account of {$170.00} it would cause my account to be overdrawn and {$96.00} worth of fees to be assessed to my account. The representative told me that they could not void the second transaction but I could go into a Bank of America branch to open up a new checking account and they would see if they could return the funds to a Bank of America checking account. I did not want to open up an account with Bank of America because in the past they promised to take care of their error with processing a payment a few years ago and failed to address their error then reported that I did not make my payment and closed the credit card account which subsequently impacted my credit score and credit file. 

When I set up my payment for {$63.00} no other payments was pending on the mobile app. The representative told me that I should not be using the mobile app to view prior scheduled payments but the desktop. I did not know that I could not rely on the mobile app because that's all I had been relying on in the last 6 months and it was not an issue to my knowledge. In all I had to go to XXXX XXXX XXXX to complete a REG E claim to have the {$170.00} disputed and to date I have incurred {$96.00} with XXXX XXXX XXXX   and {$82.00} worth of fees with Bank of America because the representative and her supervisor would not cancel out the second payment that was not showing in the mobile app of their system. 

Additionally Bank of America has  recently reported that I did not make my XX/XX/2018, XX/XX/2018 and XX/XX/2018 because of their error. I have proof that these payments and the additional payment that came out of my XXXX XXXX XXXX   checking account. Even after the Bank of America staff made an error a few years ago with failing to process my payment and closing down the account, I still have been faithfully paying the account. However, they have not been reporting my payments to the credit bureau as they promised. I need for the Consumer Financial Protection Bureau to launch an investigation against Bank of America because I have asked to speak with the Escalation Team within the Office of the President and the representatives refused to escalate my call. And their staff refuses to correct all their errors.

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