Consumer complaint received 2020-04-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In XXXX of 2017, I was on XXXX XXXX in the military and working in XXXX XXXX, California. I had a credit score of around 830-840. I  decided to buy a certified used vehicle from the local XXXX XXXX, XXXX XXXX in XXXX, CA. I purchased the vehicle and signed the contract on XXXX XX/XX/2017. On XXXX XX/XX/2017, I received a notice from Bank of America ( BOA ) welcoming me to my new Auto Loan ( I didn't know who the loan would be financed by until this notice ). I felt comfortable with this because I had longstanding relationship with BOA - including having a checking, and savings, and credit card account with them, all for many years. The notice from BOA didn't have a bill statement but said that BOA would mail me my first bill along with payment coupons. I kept an eye on the mailbox for the bill from BOA. On XXXX XX/XX/2017, I received a notice from XXXX   that I had delinquent account that was over 30 days past due and that my credit score had dropped from the 830-840 range down to around 720. I felt like I had been hit in the stomach. I got my credit report and saw it was BOA that had reported me for my car loan. I had never received the hard copy bill BOA said they would send me. I was able to go onto BOA online and register for e-billing and then I paid my car payment, which was XXXX. The entire loan that I owed at that point was XXXX, and I had more than that in my BOA checking account and a perfect credit history with no negative information. I was upset that BOA didn't contact me to tell me I was late or that they were going to report me to the credit reporting agencies. I spoke to their credit resolution division and told them I had never received a billing statement. I also told them that I was loyal, long-standing BOA customer and I had a credit card with them for many years and a checking and savings account. I pointed out to them that before this, I had a fantastic credit score in the 800s and enough money in my checking account to pay off the entire loan and have money left over, so I asked them why would I not have paid on time, and more importantly why didn't they contact me and tell me I was late by emailing me or calling me or texting me? They had all my information because of my three accounts with them ( checking, saving, credit card and I even used their bill pay service ). They said they didn't have to tell me I was late and that they didn't have to tell me they were going to report me to the Credit Bureaus. I asked them why this was so and they told me that it was in the contract I signed with the XXXX dealership. I read through it and didn't see anything addressing this. I also asked why they never sent me a bill and they said they had. I asked for a copy of that bill and they would not provide it. I felt BOA was very unfair, and could not believe this is way they treated a loyal customer with a great credit score who had never been late on anything in my credit report. I also couldn't believe that they didn't look at this including the amount I had in my BOA checking or savings or the amount of the car payment only being XXXX before they reported me to the credit agencies without even giving me the courtesy of telling me they were going to do so.

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