Consumer complaint received 2023-05-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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:
XXXX met with XXXX XXXX XXXX at XXXX XXXX Bank of America office. She confirmed that my account set up for XXXX did not look correct because it only gave me a manual pay option the steps to activate automatic payment were missing. She got called to another meeting and was unable to resolve my issue. 

XX/XX/12 met with assistant manager, XXXX XXXX at XXXX XXXX XXXX IL, XXXX XXXX that I had met with XXXX the prior week. He reviewed my account and confirmed that the set up did not look correct. He got XXXX, supervisor, from the bill payment team XXXX said she was going to delete the old account information and re-enter it, and the missing automatic pay fields would appear. 
I got Automated letter from Bank of America, stating that ( XXXX ). effort had been unsuccessful. 

On XX/XX/XXXX, I reached customer service. The agent was located in Kentucky and he tried to help me. We went to a credit card department that one and try to help us but didnt she transferred me to the digital payment team and I spoke to XXXX XXXX When he looked at the payment history for credit card XXXX, he found nothing for this credit card XXXX issued. He claimed it took him a while to find my past credit card payment history under the predecessor card XXXX. He said he was going to enter a ticket to pull up the XXXX credit payment history, and have this history transferred under credit card XXXX. He said it would take 3 to 5 business days and once implemented, the addition of the pass credit history would fix the payment account information so that it would allow me to do automatic billing. 

I called on XX/XX/XXXX and spoke to XXXX in Texas. She told me that the ticket was not submitted on XX/XX/XXXX, but was submitted on XX/XX/XXXX. She told me to allow 3 to 5 business days for that ticket to actually be implemented. 

On Monday, XX/XX/XXXX, which is more than five business days when I was initially told the ticket would solve the problem. I spoke to XXXX from Texas. She spent a lot of time trying to problem solve, but was unable to fix it. She transferred me to her supervisor, XXXX. XXXX engaged a digital XXXX, XXXX. Found the request from the XXXX but said that it was not submitted correctly. XXXX assured me that the digital specialist team would resubmit an escalated ticket which would be resolved 3 to 5 business days later.

I have absolutely zero confidence that I am being told the truth by the Bank of America employees. Several people who are supervisors claimed to know what the solution was, and claimed that they would remediate the problem with a solution to appear 3 to 5 days later. 

This experience has been 100 % frustrating. I can not pay my bill unless I do a manual payment. If I do a manual payment, the system can not tell that the automatic feature isnt available to me I shudder at the thought that my replacement card, XXXX was issued without including prior payment history that would enable me or Bank of Americas customer service agents. Critical information to set up automatic payment, and the billing has not appeared on the XXXX Payment Center screen since the first day I looked at this account. I have a long history of phone calls. Nobody checked until three months after issue and many complaints for 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