Consumer complaint received 2023-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Bank of America - multiple complaints/concerns regarding the following : -autopay failure -failure to notify customer/client about autopay feature not working and/or late payment -credit line reduction without warning or accurate reasoning -credit score reduction without warning -customer/client feeling concern around being mislead/mishandled and abused by Bank of America 's deceptive practices XX/XX/XXXX -- Received BofA ( Bank of America ) email stating line of credit reduced : " Unfortunately, on XXXX  XXXX we reduced the credit line on your credit card account ending in XXXX XXXX XXXX XXXX BofA reduced credit line from {$7000.00} to {$3800.00} XX/XX/XXXX -- Went to BofA website and spoke with chat support to waive late fee as first time courtesy and make payments for XXXX XXXX XXXX XXXX to bring the account current. 
XXXX XXXX- Called BofA Customer Support via phone which stated client had 'history of delinquencies ' and this credit line was reduced because of information from XXXX. ( This later proves to be an untrue statement from BofA associate ). 
Note : Client has proof of on-time ( or early ) payments made manually over automated phone system every month since opening line of credit. 

XXXX XXXX XXXX XXXX XXXX; verified credit report. No delinquent information for last 15 years with BofA or any institution or creditor. 
XXXX XXXX- Called XXXX ; representative verified client 's line of credit was still {$7000.00} for BofA and no history of delinquencies, late payments or collections on credit report. Additionally, stated no red flags on credit report. I asked if this has happened before with BofA and representative said yes. 
XXXX opened investigation on BofA claims, but line of credit still stated {$7000.00} during the investigation. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX section states 'You have too many delinquent or derogatory accounts ' due to BofA reporting client delinquency ( note : late payment reported to credit bureau ( s ) well before 30+ days which is commonly believed to be the standard ) with zero communication from BofA via phone/email/mail. 

XXXX XXXX XXXX XXXX XXXXXXXX mentioned any further investigations ( disputes ) opened by client would cause a reduction in credit score if client was not favored. 
'BofA stated the report of " derogatory accounts or deliinquies '' was " accurate '' although that is factually untrue. 
XXXX XXXX XXXX XXXX can not request creditor ( BofA ) to update line of credit XXXX XXXX - 'BofA choosing to reduce the credit line, nearly in half, is the reason the credit score has dropped XXXX XXXX -- Called Bank of America XXXX Escalated to Manager ( XXXX XXXX who then forwarded the call to a credit analyst XXXX XXXX XXXX XXXX XXXX XXXX  ( verified this was due to a late payment set up from auto-bill that caused the line of credit to be reduced ). 
XXXX verified payments have been made timely and the only issue was with the one payment with auto-pay for XXXX XXXX minimum payment. XXXX XXXX  said he could see it appeared there was a problem with the auto pay function from the BofA website. 

XX/XX/XXXX Decided to pay off card in full and close out line of credit with BofA as they are deceptive, and mishandling client ; also growing concern over recent and new class action lawsuits against BofA related to these very matters. 
Therefore, submitted separate payments to pay off credit card with BofA - {$3000.00} - {$550.00} XX/XX/XXXX Received email from BofA stating they received client 's {$3000.00} payment. Checked online banking with BofA -- states {$3000.00} was posted to credit line as payment ; additional payment of {$550.00} was pending. 

XXXX  Received separate email from BofA stating they are pushing through an ( unauthorized ) payment of {$97.00} to the line of credit client had paid off and intended to close. Called BofA disputing auto-payment of {$97.00} dollars which as not authorized. BofA associate states " I don't know why this happened '' " I don't know why the system would do that ''. Also states he can not change the pending unauthorized payment of {$97.00}. 

End Result : Credit score reduced by XXXXXXXX XXXX  and line of credit reduced to {$3800.00} due to BofA 's Auto-Payment issue, without any notification that a payment was late. Additionally, BofA reported to XXXX prior to 30 days of first-time late payment, late due to BofA 's failed bill/auto payment system.

*BOA did not notify client in a timely manner of credit reduction ( Credit Act of 2009 requires creditors to notify consumers within 45 day notice. BofA chose to cut credit line in half with 1 days notice, and report to XXXX within 2 weeks of first-time late payment. 
*BOA stated issue was with a history of delinquencies and was directed to XXXX XXXX This statement was proven to be inaccurate as client has zero delinquencies on credit report. Additionally, no history of late payments, collections, bankruptcies, etc. Credit score was last at XXXX due to strong credit history.

*Bank of America has managed to negatively and significantly impact client credit line and credit score due to negligence, and reckless, abusive practices.

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