Consumer complaint received 2019-07-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
I have had Bank of America Credit cards for 39 years. I currently have 7 cards, business and personal. I have about XXXX XXXX unused miles from these cards so clearly they are used. 

Bank of America is a mess when it comes to their credit card payment practices. 

About 7 years ago a business partner and I opened two different business account on the same day, minutes apart. We asked for the exact same thing but got two different " systems '' Not what it should have been. 

On one business, you have to make payments on the cards. On the other business you have to make payments on the corporate number for which there is no card. With 7 cards and a business doing millions of dollars of business it's really difficult to remember which is which. It's also almost impossible when a banker or teller can never figure out what they should do. There are times when I owe {$25000.00} on a card that I want to pay off. I ask my balance and they tell me I only owe {$320.00}. That's how confusing it is. No one can figure it out. 

This has been a 7 year nightmare. 

About a year and a half ago, we split up our partnership. We asked for my partners card to be closed. We asked again, and again, and again, and again. Even sitting in the branch today, the banker has notes where she asked on XX/XX/XXXX, yet it's still open. 

So heres the kicker. Today I get a notice saying my credit limit was reduced from something like {$24000.00} to {$2100.00}. An hour on the phone and no information. No one can figure it out. But I was told I was late 4 times. I think, if these are automatic payments, how am I late four times? I hang up and head to the branch to my business banker. 

She has to call as they don't give anyone enough information to solve anything. I'm told by the customer service rep that I have not made a payment on my card since XXXX of 2018. HOW CAN THAT BE? How do you let me keep using it if I have not made a payment? How would there not be some big red flag if I have not made a payment for 7 months? Well, not true. {$1400.00}, {$180.00}, {$8500.00}. and that's just from a couple of statments I looked at. But I'm told also that I have not made a payment on the card that belonged to my business partner. I TRIED TO CLOSE THAT MULTIPLE TIMES. 

So, If a customer is making payment of XXXX of dollars on a company account that was never suppose to be individual cards, why would bank of American not take some of the XXXX of dollars I'm paying and pay off the {$90.00} balance that apparently exists on that card? 

So when I get to the bottom of it apparently back in XXXX or something the card had a balance of {$7.00}. I'm sure at that time I assumed a paid it off but maybe there was still some small charge that came in. So between now and then Bank of American has not posted a XXXX of the XXXX of dollars I paid them toward that account. So the {$7.00} has become {$90.00} and nothing has been paid BECAUSE ON THE OTHER ACCOUNT I MAKE A PAYMENT AND EVERYTHING IS PAID OFF. XXXX. 

So today I get notification that my credit limit was reduced because I'm a deadbeat. Would you not think that I I pay XXXX XXXX XXXX of   dollars of bills every months to dozens of companies I would get some kind of notification if I had not made appropriate payments for 7 months. A customer of 39 years who always pays his bills. Would there not be some human factor that might have the courtesy so sense an error. Even today, after an hour on the phone, 45 minutes with my banker in the branch, ripping up my card ... ... ... ... ... I go to the teller with two checks. The make the {$1900.00} payment on my mutilated card. I hand them the check for {$90.00} and a teller and manager can't find anywhere to post it. So I'm late, you penalized me and you can't post the payment!! Maybe it's Bank of American and  not me. 

And to prove the point about inappropriate postings. On one of my other business accounts I now have a credit over {$11000.00}. I went in like I always do with a handful of large check and hand the teller a card and a check. Well, 2 weeks ago, the teller posted it wrong to the card and not the account or something ( like who can even understand it ) and now I guess I still have a {$12000.00} balance on the account and an {$11000.00} credit on the card. I have tried on the phone and in person multiple times to fix it. " we have no way to fix it '' " But don't worry, at the end of the month it will balance out '' " you won't be late '' SERIOUSLY??? After you just took away my credit limit on one card for the exact same reason, you tell me not to worry? 

The practices of this bank are out of control. My branch used to have two or three teller and a couple at the drive through. Now, for the past month or so, ONE TELLER. No drive through on always only one teller and a line of people.

These mistakes and blunders are not my fault. This is the fault of Bank of America who has tried to automate themselves, getting rid of all of their employees, that there is never anyone to help, and those who are don't have enough information to help This impacts my credit and it is at the hand of Bank of America.

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