Consumer complaint received 2022-07-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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:
I have had my XXXX XXXXXXXX credit card through Bank of America since XX/XX/XXXX. Prior to XX/XX/XXXX I have had no issues with the auto pay function on this credit card. I pay the full balance every month using auto pay since I opened this credit card. In XX/XX/XXXX I was informed that I had not payed my minimum balance and my overdue balance would be sent to a collection agency per the call I received from Bank of America, of which I received many during a work day in which I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. When I asked the caller if this could wait until I was off work she informed me that the debt would be sent to collections if I was unable to pay at that time. So, despite the critical nature of my job and the public setting in which I was in, I had to confirm the caller was legitimately from Bank of America and upon checking saw that my auto pay settings were no longer in effect, an issue which the Bank of America representative could give me no reason for. In the middle of my workday and in a public space I had to then provide my banking information to ensure that my full balance was cleared. I was told this would take several business days to process. 

Several days later I received an email from Bank of America that I still had an outstanding balance. I then went online and saw none of my information was updated and had to again put in all my banking information and set up a payment for the current full balance. The next day I called Bank of America to confirm they had received my payment, they informed me, yet again, that they had not and I had to speak to a representative giving my banking information yet again. I informed them of the strange circumstances of my auto pay settings no longer being in place and they said they would waive the interest and late fee. The next day I find that Bank of America had charged me twice, totaling nearly XXXX dollars. I promptly called Bank of America and was informed that I could not get my money back for at least five business days and at that time a check would have to be mailed to me for nearly XXXX dollars. I stressed the importance of this double charge being an error on their end after an initial error concerning auto pay that was putting me in stressful financial situation. The Bank of America representative recognized my concerns but was unable to help me get my money back at that time. I proceeded to continue to use that credit card to use up the negative balance at which time I was planning to cancel the card due to the multitude of errors. Then in XX/XX/XXXX I was again charged twice the amount of my total balance. I bringing this recurrent double charging performed by Bank of America and the ongoing auto pay malfunction issue to consumer finance 's attention.

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