Consumer complaint received 2020-05-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am submitting complaint about Bank of America ( BOFA ) credit card. I am been holding Bank of America credit card for a while now. I always made on time payment never missed a payment, but BOFA cancelled my card in XXXX and I do not know why. I kept making interest payments even though I did not have any benefits from the card. In XX/XX/XXXX I finally saved up all the money to make the full payment and avoid all the interest that I will incur in future. I had to travel XXXX because my mother was sick. When I traveled to XXXX, they put me in a quarantine facility to avoid spread COVID-19 ... ... ... ... .... 

These were the following steps I took to make my full credit card payment and they all failed ... ... ... ... ... ... .... 

1. Tried to make payment over the website The XXXX quarantine facility had extremely poor internet and I somehow managed to login to the BOFA website, but it kept giving me error. It was the first time I used XXXX I.P. address and I think the website have some sort of security system that raised red flag ... ... ... ... ... ... ... 

2. Tried to make the payment over the phone. 
My phone did not had roaming, but I borrowed phone and tried to make a call. BOFA had almost 1.5 hours wait time due to low staff amid COVID-19 and my phone kept disconnecting multiple times. I tied making phone calls using international phone line of BOFA, but also was not able to talk to the customer.

Tried to sign up for COVID-19 payment deferral I had the same error on website was not able to connect, it was asking lot of verification questions and when I enter all my details it would not let me login so was not able to sign up for the program ... ... ... ... ... ... .. 

3. Tried to make payment over BOFA XXXX XXXX After I got my few weeks quarantine completed at the facility, I was already too late to make the XXXX BOFA payment. I connected the home Wi-Fi, but it does not let me change my bank account details. I want to pay using XXXX XXXX XXXX bank and not the default bank that is on the credit card account. Since the default bank on the credit card account did not had the money, so BOFA mobile app also did not help me to make the payment ... ... ... ... ... .... 


4. Finally made the payment full card payment in last week of XXXX   As long as I remember it was last week of XXXX and after 7-10 attempts to reach customer service representative I was finally able to make the credit card payment in full, and I was very happy that I at least made the full payment of {$6600.00}. But on XX/XX/XXXX I got a notification from my credit score app that a delinquent account reported with 30-day late payment and my credit score dropped by XXXX points. So basically, bank of America did not notice all the struggle I went through to make the payment ... ... ... ... ... .. 

My hundreds and thousands of dollars of loss I had 1 refinance application running for the home I own in Minnesota and I was going to file refinance for another property that I own in Minnesota after I clear the BOFA card payment so that I get a better mortgage rate with better credit score. I am also trying to rent a home in XXXX after I come back to USA as I work in XXXX. My refinance application got cancelled because my credit score dropped. I am not able to take advantage of historic low interest rates for both of my by XXXX points. I could have saved hundreds and thousands of dollars and benefited historic low interest rates for next 30 years. I was also going to get some cash out from my refinance and pay of other credit card debts ... ... ... ... .. 

I had the ability to pay BOFA might say I did not have money and I am making up a story. My minimum due in XXXX was around {$200.00} and my credit card debt was around {$6600.00}. I made the full payment of around {$6600.00} in XXXX. If I did not have the money to make minimum payment of {$200.00} how can I make the full payment of {$6600.00}? 
I have the following proofs to support my statement. 
1. Video recording of my computer that I was not able to login to the website 2. Video recording of my BOFA mobile app that does not let me change my Bank Account information to the actual bank account that had money to make the payment.

3. All the documentation of my international travel ( ticket, boarding pass, passport entry stamped page ).

4. I also have my mothers medical bills of her being sick due to which I had to travel XXXX ... ... ... ... 

I called BOFA requesting them to remove the delinquent status on my credit report so that I can resubmit my refinance applications. But they keep bouncing my phone from one representative to another and after hours of waiting on the call as they have low staff due to COVID-19 pandemic the calls will sometimes drop due to network issues from my side or sometimes from BOFA ... ... .. 

I was finally able to get a hold of someone and explain them my entire story, and I thought they would remove the delinquent account from my credit report. But they did not remove the delinquent account on my report and my XXXX credit report is not only showing the delinquency in XXXX but also showing delinquency of XXXX. So they added another month of delinquency when I already made the payment in XXXX. They made my situation even worst ... ... ... ... .. 

After going through all this abuse done by bank of america I feel like this is too much to handle, and I can't take this anymore.

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 non-monetary relief