Consumer complaint received 2017-06-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with cash advance

Complaint:
I have a home equity line of credit at Bank of America that is tied to my primiary checking account at Bank of America. That means everytime I do n't have enough money in my primary checking account to pay any presented checks, etc., the bank takes money from my home equity line of credit and moves it to my checking account so it does n't become overdrawn.     I also have a mortgage with Bank of America that I 've had f or six years. I  set up a recurring bill payment for my mo rtgage six year s ago so every  XXXX  of the month, or the closest weekday if the  XXXX  falls on a Saturday or Sunday, BOA will charge my checking account with my mortgage payment of {$2000.00}.     On Saturday,  XXXX   XXXX ,   XXXX  , I noticed that BOA had not made my mortgage payment. The first thing I did was check my home equity line of credit and verify that I had more than enough money to cover the mortgage payment, which I did. I then emailed BOA via their secure online portal and asked me where my payment was because the payment was reflected as being paid, with a transaction number confirming the transfer.   I received a message back within a few hours claiming " While any online payments scheduled to an internal Bank of America account will continue to update the available balance on your account effective the same business day, provided the payment is scheduled prior to the cut-of f time, it may now take up to two business days to complete processing and reflect the payment in your account activity. '' I responded to this message stating I wanted fax verification of my payment. M y SECOND MESSAGE WAS IGNORED. I sent a third message on Monday,  XXXX   XXXX ,   XXXX  . THE THIRD MESSAGE WAS ALSO IGNORED.     I received an email on Monday,  XXXX   XXXX ,   XXXX   that my mortgage payment never went through. There was no explanation with the email. I then calle d BOA Bill Pay customer service and spent 45 min utes on the phone with them and  XXXX   XXXX , an escalation representative could not help me. She did not know why my payment was n't made and she suggested I contact th e Home Equity Line c ustomer service as she did n't have access to my records. In addition, I told  XXXX   XXXX  multiple times that I was going to be fired for spending so much time during my work day speaking with her on the phone and being put on hold while she tried to find out what happened to my scheduled payment. I know the phone conversations are taped so I suggest BOA pull out the tapes and listen to the recording.     I  then contact the home equity line of credit customer service and was placed on hold again for at least 25 min utes. I spoke with  XXXX , operator ID ZKLR, who was supposed to have me speak with her supervisor  XXXX .  XXXX  never got on the phone. I asked for  XXXX  's supervisor and was told it is  XXXX   XXXX .     As of this time, Monday,  XXXX   XXXX ,   XXXX  , I have lost o ver 2 hours  of time dealing with BOA incompetencies with time spent on the phone, via email, on line and writing this complaint. They did n't pay my mortgage and lie and make up stories  about why it was n't done. There is ZERO ACCOUNTABILITY in this disgusting institution. No  one there gives  XXXX  about the customers. The representatives I spoke to are unintelligent, uninformed and do not have the tools to provide any level of customer service. This is a disgrace that this company is allowed to lie, not answer secure online messages, etc. without any repercussions. I want a full, RATIONAL explanation of what happened to my monthly mortgage payment from someone who has at  least finished the 6th grade but I do n't know if that is possible from a BOA representative. I also refuse to pay any late charges associated with such a screw up on their part.

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