Consumer complaint received 2020-12-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I contact Bank of America on XXXX spoke with XXXX XXXX. Per conversation I set up payment plan to stop the calls and interest and late payment. He took my payment over the phone which was on one credit card. I have 2 credit cards with Bank of America. I told him that I will call and make payments over the phone ever month, I did not want any withdrawals coming out of my checking account I have with them. So this was the first payment. I called on XXXX spoke with XXXX and she took the payment of {$60.00} each for both account total {$120.00}. Called to make payment on XXXX, which on every call you have to put your last 4 of your social security number, this time a recording stating that if the whole payment is not met, interest and late fee will apply. I spoke with XXXX XXXX, and she informed me that the recording is correct. She offered to see if I qualify for program, she put me on hold and return to state that I did not qualify. She also told me about every creditor I owed. And that if I do not make full amount due on credit cards ( 2 ) that late charges, interest will apply. I told her about the call in XXXX with XXXX, she stated that they have new rep that may not know about all the information. So I told her that I could not make full payments, that I have lost my job and every thing due to Covid 19. Also explained that me not making full payment, this account will never be paid off. Bank of American have already applied to both credit card, late fee and interest to where the account are almost double. I thought that the Government told all Banks and Creditors that if a payment agreement was made ( due to Covid ) that interest and late fee would be forgiven, due to the Stimulus relife package they ( meaning Bank of America ) received. 
No payment was made with XXXX XXXX on XXXX. I told her the payment will be null and void. I made a call again on XXXX to try and get some kind of understanding on my accounts. Spoke with XXXX XXXX, after speaking with her she stated that I could make a payment of {$11.00} today to stop ( charge off ), so I did. She also explain to me that I could do ( 2 ) things, ( 1 ) make monthly payments on which I can afford, or ( 2 ) make {$210.00} payments every month until XX/XX/XXXX ( which is a settlement ) or ( 2 ) continue to make monthly payment on total amount of credit card. I told her that I would have to speak with my son, because he is fully taking card of me. ( I have lost everything ) she said for me to call back the next day, and I must do this because the agreement would be off the table, I asked if she could call me the next day, because I did not want to speak with anyone else which would give me a different answer. She said that they are not able to do that, and all of her notes are in the system and that I should not have any problems. She also told me that the other credit card is now with Recovery Dept with Bank of America, give me phone number to call. So after speaking with my son, he was not able to make {$210.00} for 3 months, he is totally taking care of me and are paying on some of my bills as well. So I call XXXX spoke with XXXX who again informed me that I need to see if I qualify for the program, I asked if she sees the notes on my account and she states she have read them. She states, that this is not how that works, and I first need to see if I qualify for this program, told her I have ready done this with XXXX XXXX, and do not want to do it again. She said that will be the only way, I could set up payments on account. I told her, not going though this again with Bank of America. I AM DONE!!!!!. I can't anymore. I have done all I can to make payments, and I did stop the call ( per XXXX XXXX put me on no calls. I really don't know what else can be done, still adding late and interest on these ( 2 ) credit card.

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