Consumer complaint received 2022-06-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I opened a new account at my credit union and replaced my old account number with this new one on Bank of Americas ( BOA ) bill pay online to pay my monthly BOA credit card bill. BOA verified my new account with two small deposits and a refund on XX/XX/XXXX. Although I provided this information, Bank of America used a different account number I did not give them ( 6 digits rather than 12 digits ). Because they used the wrong account number, my bill was unpaid. This went on for three attempts, and after that, Bank of America closed my account, even though my payments were less than 20 days late, and due to their error. 

I received notice on XX/XX/XXXX that my XX/XX/XXXX payment was not processed. I contacted BOA customer service who put through another payment, which the agent assured me went through. They could not explain why my payment was showing no account at my credit union. Again, the payment did not go through on XX/XX/XXXX, and I went through the process of accessing my Bank of America online account to assure the credit union account number was correct. I called customer service and tried to rectify the situation on XX/XX/XXXX with customer service rep XXXX who let me know that two payments were rejected by my bank on XX/XX/XXXX ( {$210.00} ) and XX/XX/XXXX ( XXXX ). 

After talking with my credit union, they let me know that BOA was requesting to draw funds from my savings account rather than checking, and were using a 6-digit account number, not the 12-digit account number I provided ( and incidentally, this is the same account number Bank of America verified on XX/XX/XXXX XXXX. I called customer service at XXXX on XX/XX/XXXX and was online for over XXXX minutes with a nice woman who was not of any assistance. She clearly was not able to assist with helping me understand why Bank of America was not using the correct account for payment or helping me to rectify the situationshe did not have the training and was basically a go between with a supervisor. I could not stay on the line, and since she instructed me there would not be an issue with my credit and that the bill was not over 30 days due, I should be fine. Two days later, I received notice that Bank of America closed my account on XX/XX/XXXX. Since the account was in collections, the rep I spoke with suggested I make payments over the phone, which were miraculously accepted at my bank account -- the same one Bank of America said did not exist -- as I keyed in the 12-digit account number to my bank,, which easily worked. 

XXXX XXXX XXXX XXXX verified that I do, indeed, have an account with the account number I provided in my online bill pay for Bank of America. XXXX XXXX XXXX XXXX also documented Bank of Americas use of an incorrect bank account number that I did not provide to attempt to withdraw funds to pay my BOA credit card bill. 

This error has caused undue stress, taken up my precious personal time, and damaged my credit. I still do not have resolution after spending 3 weeks trying to rectify the situation with XXXX XXXX, BOAs executive escalation advocate. I am still calling in to make payments via the phone and my credit card account with Bank of America remains closed.

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