Consumer complaint received 2017-07-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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 attempted to use my credit card back in XXXX for an {$8.00} charge and the card was denied. Knowing that the balance was low on the acct I did n't know why it would be and when I called, I found out that my payments from my Bank of America checking account were n't being processed. Since 2015 it has been set up for automatic payment every month on it for {$200.00} a month. It was something I had set up with a BANK OF AMERICA telephone banker, I clarify that part because it shows as a " payment by phone '' on my bank statement and it took me talking to a couple of representatives for them to figure out why it shows up that way on my statements ( I was originally told I did n't have an autopay set up and I know for a fact that I 'm not physically calling you guys every month to make the same payment on the say day every month ). I ended up making the payment right away but was still trying to figure out why it was n't being done. While I was going back and forth with B of A I received a credit alert that I now have deliquencies being reported by B of A for the non payments to all 3 credit bureaus AND I got an email that credit limit was being decreased for {$10000.00} to {$700.00} ( which is a joke ) because of the delinquency. This account should have never been delinquent since the payments should have been taken out of my account. I just made an extra payment for over 6k to this account in XXXX and now I 'm being reported in XXXX for not being able to make the minimum payment when I have more than enough in my account to cover it. One rep said that there might have been a time frame on how long the automatic payments was set up for, if that 's the case should n't I have been notified that it was expiring? Especially since these were being done internally from a B of A checking to B of A credit card. Or maybe a phone call to let me know that a payment has n't been received. The rep told me if that 's how its set up then it 's up to the customer to keep track, I have multiple creditors who I pay automatically every month and not one of them has a set time to expire nor do I have to keep track of it on my own, the reason most people set up auto pay is so that they do n't have to worry about it being paid nor do they have to worry about any lates on their credit report. I can send a copy of my full credit report if needed which shows that the ONLY delinquency I have is from bank of america due to this issue. Bank of America corporate tried to rectify the issue but is saying they ca n't help me. She also said that the bank no longer offers the payments to be set up this way due to other people having the same issue but that no one else will have to go through what I went through. So obviously the product is faulty. However when I set up this " auto pay '' I was not told that it would stop nor was I given any type of notice that the payments would stop/end. Corporate confirmed that I was NOT given any type of notice that the payments were going to stop. The late payment is due to bank error because of the way the bank set up it up when I asked for it to be set up on auto pay and the failure to notify me that it would " expire '' or stop. I was not given an explanation or a choice on which type of auto payment plan I wanted. I was under the impression that the payments were set up correctly when the phone banker told me to keep an eye out on my account to make sure the payment is made. Once I saw that it was coming out of my account I was under the assumption that the payments would continue coming out of my account

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