Consumer complaint received 2022-02-16
Company: BANK OF THE WEST
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Timeline of Loan with Bank of the West : XX/XX/XXXX : Loan funded We set up Auto-Pay XX/XX/XXXX : XXXX XX/XX/XXXX : XXXX XX/XX/XXXX : Made Principal payment of {$1600.00} XX/XX/XXXX : Made Principal payment of {$20000.00} XX/XX/XXXX : NO AUTO PAY XX/XX/XXXX : NO AUTO PAY was charged {$15.00} late fee and reported to credit bureau. 
XX/XX/XXXX : I called BofW and spoke to XXXX asking why the XXXX and XXXX auto pay did not pull. He said because I paid ahead and the system thought no payment due. I had to make 2 payments on XX/XX/XXXX ( {$1000.00} ) to bring current and pay interest. Confirmation : # XXXX. XXXX assured me the two late payments were NO FAULT-NO FEES. 
XX/XX/XXXX : I called BofW because discovered Auto-Pay did not pull. Made manual ACH payment. Talked to XXXX. Confirmation # XXXX XXXX XXXX. XXXX XX/XX/XXXX : XXXX stops. Charged late fee of {$15.00} and reported to the credit bureau. 
XX/XX/XXXX : Called BofW and spoke to XXXX who transferred me to XXXX XXXX. He told me he would look into issue as to why Auto-Pay stopped. 
During this time realized BofW reported us to the Credit Bureau for late payments. I filed an appeal. XX/XX/XXXX : Received letter from BofW ( Attached ) that they researched our account and our payment history was correct and reporting us to the credit bureau for late payments were justified due to payment delinquency. 
XX/XX/XXXX : XXXX from Collections called me to tell me we were past due. Had conversation about my account. 
XX/XX/XXXX : Called BofW and spoke to XXXX who transferred me to XXXX who transferred me to XXXX. Confirmed we were 32 days past due. 
XX/XX/XXXX statement : Current Payment Due {$490.00} Payment Due Date XX/XX/XXXX Amount Past Due {$990.00} Total Amount Due {$1400.00} XX/XX/XXXX : Called BofW and spoke to XXXX who transferred me to XXXX. XXXX researched my account and told me we had paid ahead so the autopay was not pulling. Confirmation # XXXX. Had to make a manual payment. 
XX/XX/XXXX : Called BofW and spoke to Jasmine who transferred me to XXXX XXXX who assured me our account had been fixed late fees reversed, and credit bureau updated. 

XX/XX/XXXX : Called BofW and spoke to XXXX XXXX again ). She confirmed that Auto-Pay again not pulling and that our account was late. I made a manual payment. 
XX/XX/XXXX : Auto-Pay pulled even though XXXX said their system not pulling. Made 2 XXXX payments. 

As of XX/XX/XXXX, BofW on-line account shows no payment will pull on due date which is XX/XX/XXXX. Well see. 
Account shows we are now current, late fees reversed, and positive reporting to the credit bureau. Account details attached. 

Summary : I have had 8 phone calls with BofW to include the call from XXXX from Collections since XXXX, XXXX. All of these calls consisted of hold times of up to 2 hours then a conversation with BofW. I estimate I have spent over 14 hours on the phone with BofW since XXXX, XXXX trying to straighten out my account with erroneous fees, erroneous credit reporting and erroneous Auto-Pay issues. I consider BofW to be of unethical business practices and have no recourse but to report them to the Consumer Financial Protection Bureau. We are moving our account to another bank this month.

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