Consumer complaint received 2023-05-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I recently retired and relocated, XXXX XXXX  is too expensive for a XXXX XXXX So my husband and I moved to the desert. We love it there. The sale of our condo took care of all the debt we owed and allowed us to purchase a home outright. Perfect. We used our Bank of America credit card to update the condo and we did really well with our remodel amount at {$27000.00}, and the only thing that was problematic was the closing date in relation to the BofA credit card. We would be cutting it close if the profits did not hit the bank account within a few days of closing. The card due date was XX/XX/XXXX ( a Saturday ), it hit the account on the XXXX, XXXX called BofA on the XXXX to arrange the payoff. BofA was going to " ping '' our account with some small deposits and withdrawals to prep the transaction. With instructions to call back on the XXXX with the confirmation of the " pings '' going through. Sure enough, the pings went through and on the XXXX ( due date ) XXXX did call to confirm, and XXXX and the customer service person went to work at making this payoff happen withdrawing from our bank account. XXXX has already mentioned that our due date was the XXXX and the transaction needed to happen then, and was assured by the BofA rep that no further interest would accrue and our account would be paid off. 

XXXX checked the bank account starting on Monday XX/XX/XXXX to see if the {$27000.00} was deducted from our account. Here 's the weird thing .... the Bank of America app showed us at a XXXX balance all week ... XX/XX/XXXX until Friday the XXXX when that changed and he called our bank. Apparently Bank of America DID NOT attempt to withdraw the money at all from our bank account, according to our bank. XXXX immediately called-SAME DAY-Friday XX/XX/XXXX, when he called once again back to BofA to find out XXXX happened to our payment. ( There is a letter that was sent to us about this transaction that we did not even get in the mail until Sat. XX/XX/XXXX ). So on the call XX/XX/XXXX, XXXX and the BofA rep agree that we would go immediately this day to the bank, get a cashier 's check for {$27000.00} and send it priority to BofA, which we of course did immediately. Again, conversation of this going on too long, brought up by XXXX and assured over again that we would not incur additional charges. EXCEPT, the Priority Mail and check never got to BoA in XXXX, DE ( still hasn't as of XX/XX/XXXX ). On the BofA side, XXXX XXXX has now been appointed our personal BofA rep by the end of that week XX/XX/XXXX, Postal Service looking for the check to no avail. XXXX and I now must work with my bank to cancel this check because the funding was tied to our account and we did not have access then to those funds. Now this was not easy, it takes 90 days to cancel out a cashiers check but they did it so that made the funds available ( cashier 's check immediately deducted $ XXXX upon issuance ) and on XX/XX/XXXX, we had a 3 way call between my bank, XXXX XXXX, and myself ( XXXX XXXX to facilitate the ACH ( the financial transaction to handle that amountplus learned a new word ). During this transaction, XXXX asked on behalf of BofA if he could record the conversation of the transaction and I said something like " If this pays off my balance to Bank of America, of course '' or something to that effect ( BofA should have this as a record ). Every step of the way, XXXX was a true ally and gentleman, and he backed up every BofA rep we spoke to, that we were not at fault. He assured us over and over again, as the other reps had, that we would not be penalized. In fact he said, the first effort should have facilitated the payoff. In the form of an ACH, like we did the day of the actual payoff. Because of BofA 's lack of organized protocol, the first transaction should have been the ACH I found out from my bank, the amount of the payoff was too much for them to " ping '' the account. BofA never called us or let us know that this did not work. AND we did get the account paid off, and THEN we get a bill for an additional {$410.00} in interest which we were told repeatedly we would not be penalized. This is unfair and counter to what every single employee told us until the end when the big amount was paid off. Then they did it. 

I believe we were deceived because Bank of America allowed their reps to say over and over we would pay no interest, and corporate came in and decided we would. It's now over {$450.00}, and I am refusing to pay this. We are on a fixed income and we were absolutely available to pay that amount off almost a month before it happened because they were not organized. Were we supposed to know how to execute an ACH? We just learned what it was. I have had this credit card since 1999, and have NEVER had a late payment or anything. In fact, my credit score is XXXX, and I sure didnt get that score by screwing around with my budgets and payments I am sorry this was such a convoluted story. It was hard enough on our end, and remember, we had just moved our entire LIFE on XX/XX/XXXX, and were dealing with moving stuff too, utilities, appliances, yadda yadda. This is only the second time in my adult life I have moved like this. So to walk into this conflagration with Bank of America was sure a buzzkill for a pair of guys retiring. In fact, it XXXX and it actually still does. We both feel deflated and disrespected by Bank of America, we also feel like they do not value their own employees to allow them to conduct a transaction then not honor the results.

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