Consumer complaint received 2020-07-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In summary, my XX/XX/XXXX payment to my mortgage company ( XXXX, now XXXX  ) was returned the next day by Bank of America twice, in their error, due to a Stop Payment on a single transaction in XX/XX/XXXX per my request, that was, in error, put in the Bank of America system as a  permanent stop payment, not a one time transaction as requested at that time Being that payments made to XXXX XXXX  since XX/XX/XXXX reflected in the Bank of America system as " XXXX XXXX, '' this incorrect stop payment had not activated at any time, therefore we were not aware that this was in the system at all. 

On XXXX XXXX, I made my mortgage payment as normal ( we have had this mortgage since XXXX of XXXX ) on the XXXX website. In looking at my Bank of America account the next day, the payment was immediately reversed as a " Returned Check ''. There was no reason for this to be returned so I immediately contacted Bank of America via telephone and received a generic response that he did not know why this happened and offered no other options or assistance. 

In knowing this was a Bank of America error, I contacted Bank of America via telephone once again. After a 50 minute phone call, the Bank of America associate discovered that there was a Stop Payment of a ONE TIME XXXX XXXX  transaction made by me in XXXX of XXXX. This Stop Payment was made for a one time transaction correction on my part due to my personal error in paying this payment. Per the Bank of America associate, this was not entered as a one time stop payment but a stop  payment effective until XXXX. 

The Bank of America associate stated that in working with his team, they found that the reason this XX/XX/XXXX payment was returned, after nothing of the sort has occurred with any past payments to XXXX XXXX  since that XX/XX/XXXX date, that the XX/XX/XXXX payment listed upon withdrawal as " XXXX '', not " XXXX XXXX, '' as in all past payments, it triggered this mystery Stop Payment that was incorrectly entered by Bank of America, causing an immediate return on this payment to XXXX. 

The Bank of America associate assured me that this stop payment was deleted from my account and that no further issues will occur on my account. 

On XX/XX/XXXX, I called XXXX XXXX  back again, to explain the situation further, so they would have documentation on their end and to set up my payment with someone. With there being a 3-5 business day delay on payments to XXXX posting and withdrawing from a bank account, those days went by and finally the new payment was withdrawn from my Bank of America account as I had hoped. Unfortunately, the next day, the payment was immediately returned again, back into my account. 

Again, this is a second incorrect reporting back to XXXX XXXX, showing a " Returned Payment '', which is incorrect, untrue reporting. 

Being that this occurred again, I then called XXXX XXXX  back and advised them of the ongoing situation and stated that I would again contact Bank of America to find out why this was occurring again. 

I contacted Bank of America via telephone again. The associate researched my account and situation and discovered that the other associate that had assured me that this stop payment error was removed had not in fact completed this process in full and the Stop Payment to XXXX from XX/XX/XXXX, was not removed, not changed, not updated and thus caused a second return of payment to XXXX. 

At this point, the month of XXXX has passed and my XXXX XXXX   account has now been reported to the Credit Bureaus as 30+ days late due to full errors of Bank of America XXXX This is unacceptable, incorrect and unfair. 

In an attempt to rectify the situation with XXXX XXXX, I had to transfer funds to a different account and make my payment via phone with XXXX, I was locked out of the online payment option due to these repeated errors. I also had to file a case with the XXXX Credit Reporting Department and I am now having to create this report as well, just to protect my reputation/relationship with Suntrust Bank and to work to clear my inaccurate credit report. 

I have reached consistent dead ends with Bank of America. No one has been able to take care of this issue. Bank of America has stated that they have no way to write any documentation to XXXX, so I am left in an extremely bad situation. Thank you for your assistance.

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