Consumer complaint received 2018-02-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
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:
This card is a business credit card for XXXX XXXX XXXX XXXX ending in XXXX. 
The Bank did not process a scheduled payment authorization. XXXX XXXX was deceptivel surrounding correction of this matter and the arrangements for future payment arrangements.. I was involved in a near fatal accident that rendered me XXXX XXXX XXXX, and on XXXX XXXX. When my funds were exhausted, I contacted the bank to negotiate with them regarding future payments for the business credit card. We came to an agreement. I set it up auto debit and it has been in place and current since XX/XX/XXXX. Monthly payments for this account were automatically deducted from my checking account with Bank of America since XX/XX/XXXX. All of my bills except 2 are on bank draft with Bank of America. I made this arrangement because I was concerned that in case I was hospitalized etc. my accounts would be paid on time according to the agreement. In XXXX I was nearly hospitalized, not from the accident but from the XXXX. I have documents to prove it. On XXXX, I received a telephone call from a bank representative, XXXX XXXX. I thought it was a scam call because all my bills are on autopay. I would ask that you listen to the bank taped recording of the conversation between her and me on XXXX at XXXX. She left me with the following understanding ; the bank did not pay themselves ; deduct the {$190.00} toward the monthly business credit card account. Her explanation ; : the bank needed a scheduled payment authorization. I was upset, you call me to tell me this how many days after the payment was due? Why didnt you call me to request an authorization prior to the due date? Why did this come up now when I have been paying the account from XX/XX/XXXX? s Of course I became upset, this had never been an issue since XXXX! My understanding of what XXXX XXXX stated : ( paraphrase ) because it was a bank error, the account was going to be re-aged. My first payment would be due XX/XX/XXXX. She took the check numbers for XXXX. They ranged from XXXX to XXXX. I thought everything was ok. This morning Thursday, I was attempting to play catch me up with paperwork. I went online to looked at my account and saw that a check had been drawn on my checking account for {$190.00} which left my account NSF for {$130.00}. I called the bank and spoke with 5 people. Some didnt know what to do and attempted to get me their supervisor which never answered. I finally spoke to a person who stayed on line with me until we reached a supervisor. Through the conversation with the supervisor I found out among other things that my monthly payment had been increased because the bank didnt take out their money to pay the account on the due date so the monthly payment required had been increased. 

Why would I make a payment arrangement in the beginning? I have no money and struggle every month to pay the bill. I made the bill I should pay it. I would ask whoever is going to read this write up at the bank to listen to the conversation between XXXX XXXX, the banks representative, and me on XXXX at XXXX. I believe after you hear the conversation you will understand my position. 
1account out of delinquency status... 

Name : Who are the people involved Date of Discussion 1st Person : XXXX XXXX XXXX. 
2nd. Person : XXXX XXXX XXXX Great Customer Service Person 3rd. Person : XXXX XXXX Understanding Manager What company is the complaint about? Bank of America, N.A. XXXX XXXXXXXX XXXX, XXXX, FL XXXX

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 monetary relief