Consumer complaint received 2022-12-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Whom It May Concern Re : Account # XXXX I will briefly present the facts. 

Shortly after obtaining my BOFA credit card, I set up autopay in my account, as we have XXXX homes and did not want to take a chance of my account not being timely paid due to travel. 
When I received my monthly statement I learned that the bill was not auto paid and interest and penalties were assessed. I then called BOFA and objected to the charges and my surprise that autopay was not effective. I was told it can take XXXX billing cycles for the autopay to become active, The interest charges were forgiven, after a lengthy call. During that call I advised the agent that I was going to immediately pay the amount in full using the account that was used for autopay. If my recollection is correct, the agent saw me accomplish payment on her computer. According to XXXX of the many agents I spoke to, I should have been warned so that what next happened could have been avoided. 
Shortly thereafter, autopay inexplicably XXXX down another {$25000.00} applying that to the already paid statement amount, creating a significant surplus in the account. BOA, adding insult to injury, froze my account and has refused several charges on the card. I called BOFA a few days days later and it refused to refund my money until their freeze expired. BOFAs agent attempt to explain this action was mind boggling ( A large payment was made creating a credit balance so the account was frozen ) and reminiscent of an XXXX and XXXX routine ( WHOs ON FIRST? ). I requested that he preserve the recording of the phone call as it is proof of abject incompetence or criminal conduct. Meanwhile, the card continued to be frozen and BOFA continued to hold my money. When I read the FTC rules for filing a complaint, it indicated that one must advise the entity whose conduct is troublesome. I did just that setting forth essentially what is contained herein. * It was not until complaining to XXXX BOFA agents in XXXX calls that I received a communication from BOFA telling me to call them. It took a week and XXXX calls by me before they responded and I received the same gobbledygook explanation as I did from the XXXX prior agents, with XXXX exception-the agent I first spoke to should have warned me of the possible double payment problem. 

I think the handling of this matter by BOFA was wholly inappropriate and they should be penalized for holding onto ( and no doubt using ) my money. To prevent this occurrence from happening yet again, BOFA should be required to revise the procedures that resulted in this farce. 

I look forward to your response. 

XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I attempted to use BOFAs message center but was told it was not functioning. What follows is a message I did receive, which is a continuation of the nonsense they spew. You received an e-bill from Bank of America Credit Card that was not automatically paid because you have a credit on your Bank of America Credit Card account. 

XXXX Account Number : XXXX Total Minimum Payment Due : {$0.00} Due Date : XX/XX/2022 Statement Balance : {$21000.00} ( 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