Consumer complaint received 2020-03-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
My issues with B of A began in XX/XX/XXXX, when I changed my XXXX personal checking account into a joint checking account with my soon to be wife. When I did this, I wasn't made aware that my account number would be changing. 

Following our creation of the joint checking account, I attempted to set up an auto-pay in XX/XX/XXXX that unbeknownst to me, failed to go through. Bank of America never communicated this so I didn't think about it again for quite a while. 

Since I had set up auto pay and wasn't informed that there was anything wrong, I didn't bother looking at my account again until XX/XX/XXXX, after my wedding in XX/XX/XXXX. It was then that I discovered that My account was suspended and I was prevented from submitting payment over the phone through the automated system or online. Once I was able to reach a representative, I found out that my account had been suspended due to failure to collect payment. I explained to the representative over the phone that I had sufficient balance in the payment account ( Attached ) and that it must have been a mistake. The representative informed me that all he could see was that the payment didn't go through and nothing further. With the representatives ' help, I submitted a payment over the phone for XXXX on XX/XX/XXXX using the same account that B of A was claiming had been closed. After submitting payment, the phone representative told me that my account should now be unlocked once the payment is posted and that I should check in a few days online to make sure everything was going alright, but that an agent would follow up with a phone call just in case. 

A week later, I tried to submit payment online and found that I was still blocked from receiving payment. Around that time, I received the only communication from B of A that I have gotten on this issue, and that was a paper letter stating my account was suspended. Unfortunately, at this point, I was moving and unable to attend to the problem. Through USPS I set up mail forwarding so that I didn't miss any further communication, but none was sent. I also did not receive any follow-up phone call from B of A. Since Moving, I've discovered that my wife is XXXX and COVID-19 has brought the world to a standstill, so it has honestly slipped my mind to check back in on the status. That is my fault. Now I have some time to check back in on my finances and realized I still have this issue. 

I reached out to B of A again on XX/XX/XXXX. The phone representative I spoke with this time explained to me that the person I spoke with last never created an account suspension removal request, and so no one had ever looked at my case or knew to get back to me. I again submitted payment over the phone and was told that the removal request would take 3-5 business days to be reviewed and that I should check back on XX/XX/XXXX to see if I can submit an online payment. The phone agent was kind enough to waive the late fee associated with my account at this point. He also explained that the reason my account had been suspended was that it was being reported as closed when they attempted to bill. This had not been explained to me until that point. When I double-checked my XXXX account number, I discovered that while my payment account wasn't closed, the acct number and routing number were different than what B of A had on file. I promptly corrected this with help from the phone agent. 

Unfortunately during this time, my account has been accruing interest and negative credit reports that could have been avoided had B of A made any effort to communicate a problem with me or follow up on the phone call further explaining the issue. 

Bank of America 's lack of communication that a problem even existed, their failure to explain what the problem was when I made concerted effort to resolve the problem, their failure to follow up on the first call, and finally, their failure to properly manage the incident, has resulted in charges on my account as well as negative marks on my credit that will take years to no longer be a part of my score. This is not fair and will meaningfully impact me as we attempt to purchase a home for our now growing family in the future. I would like B of A to make things right. 

Account suspension removal request ID : XXXX Payment confirmation # : XXXX - amt :  {$2000.00} - date : XX/XX/XXXX ( Over the phone ) XX/XX/XXXX payment : {$320.00} ( Over the phone ) B of A credit dept : XXXX I have attached the following : - Bank account history going back to before the failed payment on XX/XX/XXXX, showing that my account had remained open and not closed and that sufficient funds were available. 
- Statement from XX/XX/XXXX showing my over the phone payment on the first date I called B of A to try and resolve the issue. 
- Screenshot of my B of A inbox showing that there haven't been any messages to indicate that there's a problem with my account or payment method - Screenshot of the error message stating my account is suspended, preventing me from making payment and directing me to their automated phone payment system, which also wouldn't take payment. 

The phone agent that assisted me on XX/XX/XXXX was very professional, understanding and helpful, despite Bank of America 's policies.

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