Consumer complaint received 2019-04-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
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:
Well since XXXX I have had issues with Bank of America and still am having issues. In XXXX I went on the Bank of America website to change the bank account to withdraw my payment from ( I set up an automatic payment in XX/XX/XXXX for minimum balance taken out ). I got a return payment because they took it from the other account, it is closed and the reason for changing to the open bank account. I have not had any issues with any other payment from other companies at all. I called them to make the payment and gave the correct bank account number and was very clear to use this account the one that was open and had money in it not the closed account for my automatic payment. They took it the money from my open account, but next month they took money from my closed account and took more than the minimum amount. I have never authorized any but the minimum to be taken out. In XXXX the automatic payment did not take money from my account to pay the credit card and I had to call to make the payment. In XXXX a " manager '' said he would listen to the tapes and would reply in 5 business days. In XXXX when I made the payment because automatic payments did not take the money out, the lady said they did not request the tapes yet, but she would make sure they did request the tapes. I asked for the tapes to be listened to because I know I said the correct bank account number several times. I talked with a " manager '' mid-XX/XX/XXXX that said " the past is the past '' and he would not listen to the tapes after I was promised twice they would. I called back and they listened to XX/XX/XXXX, instead of XXXX and XX/XX/XXXX as I asked. I asked for his " manager '' and have not heard from him yet. I am not even sure the gentleman was even a manager. The lady mentioned that manager lines are sometimes not recorded, but I know he said we may be recorded and makes me wonder how convenient for " the past is the past '' line was used on an " unrecorded '' line. In XX/XX/XXXXtwo payments were taken from my bank account and was told on a Wednesday that they would refund the money on Friday. The gentleman promised and said " I promise ''. It still hasn't been deposited in my bank account and a lady said that now the refund would not be issued until XX/XX/XXXX. She said Bank of America did not lie to me. Hmmm, still no money in my bank account. Also even though I have only authorized minimum payments I called yesterday to find out a set amount was suppose to be automatically taken from my bank account. I never authorized that. Never. The gentleman said I only have two ways to change my automatic payment : one way is with papers sent to my place to change it and for me to go online and change it. So, doing it over the phone like I did a couple of times is not an option now? This is the run around I have been dealing with. My credit card was closed first because of return payment, can not remember right the second reason, but the last reason was that Bank of America can close an account because they decide to. I do not get the same answer twice or even three times. I do not trust anyone there at all. All they have done is lie  to me. There is proof in the taped recordings. This is why I wanted them to listen to the tapes. I think the real reason, not explicitly stated, is that they want to close credit card accounts from customers that do not bank with Bank of America, so they used a known closed account to take the money from as a pretext to close the account. I have been a loyal good paying customer since XXXX and can't believe the treatment I have received. I feel a switch was turned on and suddenly I was supposed to get a runaround and blatant lies from Bank of America in XXXX. I am still dealing with issues from them. I am worried that the refund will not happen on XX/XX/XXXX like the tapes were never listened to. The only reason I want my credit card reopened because of my FICO score, not any love for Bank of America. There were other minor issues, but these are the ones I remember right now. I really think there is a memo on my account that says mess with her and mess something up.

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