Consumer complaint received 2020-02-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX Bank of America was contacted to stop payment on a payment to XXXX XXXX. Ever since then XXXX XXXX payments have continuously been returned in spite of the ten times, they have been notified that XXXX XXXX payments should not be stopped just XXXX XXXX. Because this has been going on since XX/XX/XXXX XXXX XXXX interest amounts are higher than they should be, and late payments have been placed on our credit reports. 

Bank of America was finally able to explain the reason this was happening so we thought they would have corrected the glitch and the payments for XXXX XXXX would go through. Unfortunately, that is not the case. The payments are still being returned. On XX/XX/XXXX, I asked to specifically speak to a supervisor since it appeared their representatives did not have the skills to take care of this matter. 
At this time, I also informed her that we were still waiting on letters from them to send to XXXX XXXX so that they would reverse the interest and late fees and remove the late payments from our credit reports. The letters were requested again on XX/XX/XXXX, ( at which time I was told they would be put in the mail immediately and they could not email the letters. The letters were requested also on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The letters finally received on XX/XX/XXXX again stated that the payments were returned due to a stop payment, and they could no longer find the record for one of the payments they returned. The first letter was no help since it only stated that their policy for returning payments was due to shortages in our bank account, ( which wasn't true ) and we should be sure to keep enough in the account to allow the payouts, and that they were not responsible. 

I do not understand what the problem is that no one can seem to compose a letter that states a stop payment was placed on our XXXX XXXX payments because their system was recognizing and applying them to XXXX XXXX instead of XXXX XXXX. The only conclusion I can come up with is that whoever is composing these letters lacks adequate communication skills to compose the letter required. One of the representatives had the audacity to tell me XXXX XXXX must be using XXXX XXXX to process their payments. I couldnt believe someone was actually incompetent enough to make that statement. I told her if not XXXX XXXX the only other company it could be is XXXX since they offer the card for XXXX XXXX. I finally told her I would contact XXXX XXXX to determine who was processing incoming payments and was told it was XXXX XXXX. Bank of Americas hiring policies must not be adequate enough to find more qualified people to work in these positions. 

I am writing this letter with hopes that maybe your involvement in this matter would make a difference to these morons to compose the correct letter stating the correct reason for the returned payments and complete it ASAP. These are not the only damages we are facing but it is also holding up other deals that need to be made. The late payments on our credit reports will then take another 30-days to be removed after it has been requested by XXXX XXXX therefore, holding up progress of growing our company. Please let me know if there is any assistance you can provide to stop these deceptive business practices so that we can finally get this matter properly taken care of.

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