Consumer complaint received 2020-07-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
This complaint is about the same issue as my earlier complaints against Bank of America Credit card ( I have an XXXX XXXX credit card issued by Bank of America ) but they did not address my root cause or issue directly. 

In response to my first complaints : they did confirm that no bank error occurred in regard to how your recurring payments were set up or how my account was assessed Late Fees. This response focused mainly on my late fees but fail to address what trigger the late fees. I agree that my late fees were calculated correctly but there is an error with how my recurring payment was setup. In my online profile and under Auto Payment setup, there is only one payment option " Fixed Amount '' available to me. The other three options such as " Minimum Amount Due '', " Amount Due '', " Account Balance '' are hidden or not available for me to select. Therefore, I had no choice but selected the one and only " Fixed Amount '' option available to me. I was making a larger payment ( {$50.00} ) than the " Minimum Amount Due ''. That automatic payment setup had been working fine for about 2 years but stopped working in XX/XX/2020 because Minimum Due Amount was changed from {$50.00} to {$70.00}. This caused late fees, account past due for 30 days, credit line reduction, potential negative mark on credit report. I could've avoided all those problems if my the other three payment options were available on my auto payment setup screen ( see the attached screenshot of my Bank of America auto payment page ). I made numerous calls to customer services and tried to explain the issue but they never acknowledge that there is an error with their system and my account in particular. I have received no instructions or what need to be done to resolve the issue than them blaming me for not knowing how to use auto payment. Without knowing if the other three options are there for me to use or not on Bank of America payment system, I compare my Bank of America payments options with my XXXX cards, XXXX, XXXX XXXX and a couple local credit union and confirm ( see attached screeshots ) that somehow, my payment options is limited to one option ( fixed amount ) indeed. 

In response to my second complaint ( complaint # XXXX XXXX, they confirm and explain their automatic payment options. Bank of America offers four ( 4 ) different payment options when signing up for their Automatic Payments. Why my account is limited to one option ( Fixed amount ). I was told during my last call with Bank of America that there was " something wrong '' with my " eBills '' setup and that caused the issue. They had to cancel my " eBills '', asked me to wait for 24 hours then tried to setup again but the problem is still there until today. 

Also in the second response, the representative said that I asked Bank of America for " compensation '' in " monetary relief '' but I, in fact, was asking for a refund of all the late fees that Bank of America collected from me due to the issue. I had to pay them in order to stop the account past due status. The total late fees that you collected from me is {$140.00} and you only refunded me {$29.00} so far. {$140.00} is monetary or real money that you withdraw from my bank account. I don't think I'm responsible for the payment options limit and I couldn't even fix it myself if I wanted to. There are no instructions or guidance on what need to be done to resolve the issue. All along, you keep blaming me and not acknowledging the system error or over confidence that there is nothing wrong with you system, customer like me don't know how to use automatic payments ... etc. You would need to " LOG ON '' into my account as myself to see the problem. Your IT department or Group need to help you with this in order to see what I see. I am simply asking you to give them back to me not compensating. I also ask you to refund me any interest charges, restore my credit line, negative mark removal from credit report if there is any. 

I'm attaching the screenshots again as proof/evidence of the problem with my Automatic payment setup.

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