Consumer complaint received 2018-09-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
My problem began on XX/XX/XXXX. On that date I visited my local Bank of America branch to make credit card payments. 
I used the drive through teller to make these payments. Although the payment was not actually due until the XX/XX/XXXX of the month. Paying early is not unusual for me ... The minimum due was {$10.00}. I filled out the payment slip correctly.. {$10.00}. I gave the window teller ( 2 ) {$20.00} bills. As I have two credit card accounts with them and was attempting to make both payments that day. The other payment due was {$25.00} minimum. I also filled out that payment slip correctly. It was a busy day and when the teller gave me the two payment slips back and the envelope with my change. I promptly drove away. At the time I had no idea what horrible events were about to unfold. The following month I received my credit card statements and noticed I was being charged a " late fee '' for the {$10.00} payment that I made on the XXXX. I called the company and asked about the situation. They explained to me that the payment made that day was less than the minimum required.. Evidently the teller at my local branch logged it in as {$10.00} and not {$10.00}. Making my account XXXX cents short. 
The customer service person explained that they would waive the late fee but they will triple my minimum payment for the following month. I plead my case and explained to them what I have told you. They looked over the history of my account and saw that I have been a very good customer over the years. So I was instructed to NOT pay the tripled minimum payment and that Bank of America will be mailing out a new updated payment slip and my minimum payment would go back to around the original {$10.00}, which it has been for a very long time.. As this was still way before my due date. I followed their instructions. and to my surprise. No New payment slip arrived. So on XX/XX/XXXX I made a {$10.00} minimum payment to my account. The following month, when I received my car card statement. Again I was charged a late fee and my minimum due had increased again.. Obviously I was lied to and the customer service person did absolutely nothing to help me. At this point. And until today. I have been lied to multiple times. I have done exactly what Bank of America has asked me to do and have gotten no where. This XXXX cent error the teller made has caused my account to snowball into hundreds of dollars in late fees and interest. Now they are threatening me to turn me in to the credit bureau 's for non payments! Since XX/XX/XXXX I have spent DOZENS of hours on the phone with Bank of America ... I have visited 5 different branches in 3 different states trying to have a resolution to this matter. I have not missed a single monthly payment since this situation occurred.. In fact, several months I was instructed to double my payment and if so, BOA would waive all late fees since XX/XX/XXXX and interest associated therein with. Again, I was lied to. I have spoken with dozens of supervisors and managers I have written to the Executive Relations dept of Bank of America. And have received nothing. It is to the point now that I was informed that if I want any more information on my account to have an attorney represent me. I find this extremely controlling and extremely offensive. I feel I have done everything I can do for a fair resolution. Its obvious BOA cares nothing about its customers. They wont even let me speak to anyone higher than a supervisor. 

Payment dates are as followed : XX/XX/XXXX my balance was {$540.00} XX/XX/XXXX payment : {$10.00} XX/XX/XXXX payment : {$10.00} XX/XX/XXXX I was instructed not to make a payment and wait for a new updated statement XX/XX/XXXX payment : {$25.00} I was instructed to double my payment XX/XX/XXXX payment : {$10.00} XX/XX/XXXX payment : {$10.00} XX/XX/XXXX payment : {$10.00} Again, I was instructed to double my payment. 
XX/XX/XXXX payment : {$10.00} XX/XX/XXXX payment : {$10.00} Again, I was instructed to double my payment. They even added XXXX cents XX/XX/XXXX payment : {$11.00} XX/XX/XXXX payment : {$11.00} XX/XX/XXXX payment : {$12.00} XX/XX/XXXX payment : {$12.00} XX/XX/XXXX payment : {$12.00} XX/XX/XXXX payment : {$12.00} XX/XX/XXXX payment : {$12.00} XX/XX/XXXX payment : {$33.00} This is when they threatened me to turn my account as nonpayment. I paid the charge back amt XX/XX/XXXX payment : {$39.00} XX/XX/XXXX payment : {$39.00} XX/XX/XXXX payment : {$41.00} XX/XX/XXXX payment : {$39.00} I began trying to make this payment on the XXXX. They would not accept it because I was told my account is in collections and that department was closed until the XXXX due to the holiday. 

I have spoken with dozens of " customer relations agents '' and supervisors. XXXX XXXX, XXXX, XXXX, XXXX, XXXX to name a few. 
I also have made several complaints on how I have been ignored, treated and lied to. 
on XX/XX/XXXX. # XXXX and on XX/XX/XXXX. # 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