Consumer complaint received 2020-07-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This is follow up to complaint # XXXX & XXXX. 

Since then, I received an unintelligible response from BofA via voice message. You can not make out one word, so as an 800 number I did not respond assuming spam. 

I received a letter from XXXX XXXX stating his is handling the inquiry and complaint made. His letter stated I am to reach out to him for not responding to his call. Which I will happily forward ( you can not make out one word ). 

Once I did, he was " unavailable '' and did not return my call. I tried again all on different days. Two, three, four and five different days. Each day I called, he was " unavailable '' and was told he was at work and an internal email message was sent to him alerting him to call me back. On the fourth call I even had them check his schedule availability and scheduled my call during that time. XXXX never once called back. 

On a sixth DAY i called again and again he was " unavailable. '' To that end I spoke to a supervisor " XXXX '' who alerted me he was his boss. He gave no reason for XXXX not responding nor did he say he would inquire to him why. 

I went through my entire history, AGAIN, and explained how I can NOT make a principle payment on my account and how it's clear the system is set up in their favor. 

A principle only payment to any person without a checking account MUST go through a two step, two day process. HUH? " that's how it is '' he says. They must make a payment then set a personal reminder to go back next day and " reapply '' it correctly. A system full of ways to fail on the customer. To date within six months, this has been done over 14 times to me. FOURTEEN with multiple agents AND supervisors. That means this is happening to thousands. 

I made a principle only payment with him directly ( the call was recorded ) and was clear to pay a {$400.00} additional payment. As a supervisor and XXXX 's boss, he insisted ( as did the man before ) that he would " take care of me '' and this account. 

He gave me a BofA email that he said was his direct email and I could email him " anytime '' to confirm activity or that things went in correctly or make a payment. 
Neither of that is true. 

I learned from my SIXTH call with XXXX that no email can be responded to, the email was NOT his direct email but their department, and that he can not CONFIRM anything in writing nor take payment that way. 

XXXX, who was to call me back the next day or email me confirming my {$400.00} payment was applied was confirmed. 

XXXX NEVER called. Nothing. That was XX/XX/XXXX. It is now XX/XX/XXXX. 

Since another issue is that simple interest car loans have NO data online - you can NEVER tell what was applied. Statements are always wrong and they will NOT correct them, only reversing charges on the NEXT statement. A BofA customer can NOT see activity or past charges either. 

So i had NO idea if it was applied correctly as XXXX never called and there is NO evidence or info online to see. that is amazing and to me and point # 1 - this MUST be changed system wide. A loan company must HAVE TO provide a customer with current up to date data on transactions and account payment history. they DO NOT. 

So yesterday with my call with XXXX, another supervisor, he explored my account and said despite what I said, there is NO {$400.00} payment applied in any way to my account. He took my funds over the phone via routing and bank account numbers but NEVER APPLIED funds. I now have to " prove '' I made a payment. 

This gets worse!!! Now they not only can't fix their issues, but they literally fradulently took a payment and kept it and didnt apply it. If their systems showed activity, I like many others would have known. But since they don't, I luckily called in to get the confirmation I never did to check. So lucky I did! 

He read me the incredibly short and non detailed notes from XXXX, that " customer wanted to make a principle only payment, TOOK payment, and needs to convert. '' XXXX NEVER CONVERTED IT! Worse yet, he didn't even apply it! My payment was made XX/XX/XXXX. Funds taken from bank XX/XX/XXXX. This is XX/XX/XXXX! 

I need help. They are committing fraudulent acts and clearly don't have a system in place to do so easily and correctly. They provide little to no data to the customer to even know where the account stands. They do not call back, they dont call back to complaints, they do not confirm payment or " converting '' to principle. 

I have spoken now with multiple SUPERVISORS who have all failed at this task, but now they took my money and kept it. THAT IS FRAUD and THEFT! 

Now I have to prove I paid it, which I can easily do. The call was recorded with me clearly giving my information and confirming the transfer, I have bank records of the transaction, and XXXX 's notes state I made a payment of {$400.00} that needed converting. 

However, Here I am, a customer who has to make paying down his car loan a full time job. 

PLEASE HELP! They are systematically robbing thousands a day I am sure and their entire motivation NOT to fix is it they get to charge a DAILY INTEREST RATE on principle balance. So every error they have made earns them more money due to not letting my principle be paid down. A complete conflict. So far this is the FOURTEENTH error they have made in under 6 months, EACH ONE in their favor. 

Now, they didn't even apply it incorrectly, they literally took {$400.00} and didn't apply it at all. 

They need to be investigated and I am willing to bet that THOUSANDS of accounts a day are done incorrectly and results in THOUSANDS of unfair profits from unknowing people. 

PLEASE HELP!! They won't even respond to my complaints!! 

XXXX had me provide MY BANK info to prove i paid it - and it is " being looked at. ' I am TERRIBLY Afraid of their service, their integrity, their process, their constant lying, their lack of responding, their not following up, their taking my money with no trace, and their online systems with no info that I am going to be fighting for this loan for years.

please help!! I CAN'T BE THE ONLY ONE!! INVESTIGATE THEIR ACCOUNTS!!!!

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