Consumer complaint received 2017-04-28
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:
Hello Ive been a Bank of America client for many years and have had this particular card for over 17 years.   My complaint pertains to an issue with BOAs online bill pay system that malfunctioned and led me to be marked late for the month of  XXXX   XXXX  for a payment that was due on  XXXX   XXXX   XXXX .     Bank of America at the time me on an auto payment system called Net Access Payment which required that I indicate a specified minimum payment amount after manually checking what the minimum payment is and that amount would automatically be deducted from my bank account.   But this meant that if the minimum increased, l Bank of America would still take out pre-set payment amount, thereby the payment that would be taken out would not be sufficient to cover the minimum payment.   My company requires me to travel a lot due to which I have auto payments setup for all accounts. I called BOA multiple times to try to get an actual auto payment system setup where I did not have to manually change the payment amount constantly, but was told at the time that no solutions existed and that I login from time to time to adjust the montly payment.     Back in late  XXXX  and early  XXXX  I logged into the BOA system and checked the minimum payment had been adjusted to {$170.00}. Therefore, I changed the auto payment amount accordingly to be a bit over the {$170.00}, as I wanted to take advantage of the 0 % apr and not payoff the account too quickly.     After doing this I began to travel all over the country for a period of 3 months for work and assumed payments were being taken out and the account was current. All the while I made sure no additional purchases were made with the account, as otherwise the minimum payment would have adjusted and I would constantly need to re-adjust the auto payment amount.     Finally upon returning home in early  XXXX   XXXX , I found my credit report score had gone done, as a late payment for  XXXX   XXXX  was reported by Bank of America. There were no calls or emails from Bank of America prior to this alerting me of any problems.     I would find that firstly BOA did not take out a payment for  XXXX   XXXX   XXXX , that I had setup as the auto payment amount, and only took out a  XXXX  payment for {$170.00}.   Additionally, I was told that the payment due for  XXXX  was not the {$170.00} that I saw in  XXXX  after I had made the last balance transfer transaction, but instead had moved up to {$290.00}. The reason I was given is that when I logged into the BOA system on  XXXX   XXXX  to check my minimum payment, although the balance transfer for {$8000.00} had registered and the balance I saw was the updated balance, bu t BOA id not  adjust the payment until the following month.     Now had I known about this I would have certainly increased the payment amount.   I had over {$5000.00} in my checking account at the time, which was more than enough to cover the minimum payment. I have attached a copy of my bank statement for this.     I have called Bank of America and despite me being put on hold for ove r 30 minutes , they were not able to figure out why their own auto payment failed to take out the  XXXX  payment.

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