Consumer complaint received 2018-04-27
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:
I have a credit card with Bank of America. I made 2 large payments using my Bill-Pay feature from another bank to my credit card account within 10 days. I also made a large purchase in between the two payments. I checked my account on XX/XX/XXXX to verify that the payment had cleared which it did on the XX/XX/XXXX. However, on the XX/XX/XXXX the bank reversed the status of the payment from cleared and placed the payment in a pending processing hold status. The bank also showed in the account summary that I had XXXX $ credit available but a {$230.00}. credit balance. I telephoned the bank for an explanation ... I was told by the first C.S.R. that the hold would fall off on the next business day. I asked how did it clear and then get placed on a hold. She could not explain and transferred me to someone else in XXXX XXXX. That rep said that she was not the person to help but she would locate someone. She then transferred me to XXXX XXXX. This rep advised me that the hold was placed on my payment because the bank had reviewed my account history and determined that I had not made any large payments to my acct in the past 12months. So, they needed to verify the funds before crediting my account and this would take 7-10 business days. She. Went on to explain how this could be viewed as fraudulent activity. But, this processing time could be avoided if I allowed them to verify the funds with the other bank. I said YES. The C.C. Co telephoned my bank and the funds were verified. The rep said that she would reverse the hold immediately. I refreshed my browser to view my acct. it showed that the hold had not been removed. The rep then said that she incurred an error in reversing the hold and the XXXX needed to correct the error were at lunch. She advised me to check back in a couple of hours. But, in the meantime she would give me a credit advance so that I may use my card. I asked to speak with a manager. I was transferred to the resolution dept. This rep informed me that the hold would remain on my payment for up to 48 more hrs and that there was nothing to be done. He said we have given you a line of credit to use even though you cant see it. I asked for his supv. He said that I would get a call back from the supv. In 2 days. I asked why was all of this happening was there a bank error. He said no we have up to 48hrs.to proc. your pymt. And even though your bank verified the funds we dont have it yet. I asked for an address to send a written complaint. That call lasted 2hrs29mins. and 4 reps. 
I viewed my acct online again today and it still shows the same thing. I telephone them again to ask why. the rep could not answer. I was transferred to a resolution manger again. Today I was told the bank has upto 48hrs to post ... but, they are having a system issue and thats why I cant view any updated information online regarding my account. Again I asked how much longer no time frame to give. I asked for an accurate summary of my account from their end ... the reps calculations after leaving me on hold for 5mins were incorrect. I also asked what balance amount would be reported to the credit bureau regarding the my account ... I asked this because the payment was made within this months reporting period and I would like to have that reported acccurately. The rep said that the bank would not report until the XX/XX/XXXX. This call was 31mins and 2 reps. I have had a long term relationship with this card company. However, I am very disappointed and I feel a sense of discrimination. And what do they mean a line of credit was established for me. I only asked that the funds according to our mutual agreement be made available to me. I did not know that there was a limit on paying off the balance on your credit card.

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 non-monetary relief