Consumer complaint received 2017-08-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I had an automated mortgage payment throughout the year of  XXXX , and inexplicably, the payment set for XX/XX/XXXX  did not process. I did not receive notice from the mortgage servicer until it was 30 days past due, severely impacting my previously   XXXX   XXXX  . I have statements from earlier in  XXXX  showing the automated payment was run monthly in the amount of   XXXX  . Upon learning of this, I instantly made a double payment of  XXXX  ( for  XX/XX/XXXX  and  XX/XX/XXXX  ) on  XX/XX/XXXX , and restarted the automated payment for  XX/XX/XXXX .
Interestingly,   XXXX   XXXX   XXXX  , lying, useless member of the Bank of America crime family, pointed out in her reply only that I started the automated payment for  XX/XX/XXXX , refusing to acknowledge that the payment had been automated leading up to  XX/XX/XXXX , despite evidence in prior statements that it was. Interestingly,   XXXX   XXXX    conveniently did not provide the  XX/XX/XXXX  statement, which would have showed the automated payment to be in effect leading up to  XXXX , because it would have been incriminating.
When I pointed this out, she said the online banking history data was unavailable, refused to discuss it further, and said the bank would not change its position regardless, and would not provide evidence of who discontinued my payment ( I received no confirmation of discontinuation and I maintain that I did not make this change ). She kept asking if I had further questions, then refused to answer them when they were posed.
If I discontinued the payment, as they claimed in the past while refusing to provide the evidence, why not provide the evidence to me and shut me up? And if they admit the error and notify the mortgage servicer, I would be satisfied, and it will not affect their license to steal at all. I do n't think anything would affect that!!
If Criminal Bank of America does not have this data, they are violating records retention regulations which I have verified as governing online banking data. The required retention period of 7 years has not expired. She was unfazed and said the case was closed and she would provide no further assistance. She should be fired ( which the crime syndicate obviously wo n't do because she is aiding in covering up their misdeeds ), prohibited from working in the banking industry, and either be subject to banking industry sanctions or criminal prosecution, if applicable.
I implore the CFPB to require to Criminal Bank of America to provide the evidence I have requested, or for the CFPB to either investigate the records retention violations, or refer this matter to the OCC.
This case should be forwarded to a different member of the criminal syndicate.   XXXX   XXXX  , who explicitly refused to address this issue honestly and fairly, has proven herself to be unfit for a compliance position, and probably just about any other form of employment. She must be directly dealt with by regulators, her criminal employer, or both.

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