Consumer complaint received 2016-10-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card
Issue: Delinquent account

Complaint:
In XXXX I called Bank of America to review my account that had become past due. At that time I had a long conversation that ended with me setting up a auto payment to be withdrawn from my checking account on the XXXX of each month as well as have my payment due date changed from the XXXX to the XXXX. The payments have been with drawn from my checking account every month as well as extra payments made directly from me. I do not get a statement every month it goes to my checking account. I was checking my credit today and see that Bank of America has reported me as being late most of this year. 
After being on hold for 30+ min I requested a call back. Thirty more mins later I was called back. After going through all my information. I went through what was told to me and that I was told that with setting up a auto with draw I would no long have late fees and would not have any negative reported on my credit. I was told that my due date was not changed and that they would try to do that for me know. Then she came back on and said that she could not change my due date because the account is closed. I asked to speak with someone who could help. I was transferred to the wrong department, the banking department. Then I was transferred to a third person that I had to go over all my personal information with and the story of why I was calling. I was put on hold for a few minutes. When the person returned they said they can not help me and transferred me to a fourth person. This person asked all the same questions and stated that I was late on my payments because I was not caught up for the past late payments and that since my payments were not being paid till the XXXX I did not get paid up till XX/XX/XXXX. He then told me that there is nothing that he can help me with. I became upset and was asked to be transferred to a manager or someone who could really help. Passed on for the fifth time. At this point I had been on the phone for another 34 mins. I spoke with XXXX XXXX out of AZ XXXX XXXX XXXX. At this point I said I am sorry but I am not in the best of mood due to the run around. XXXX told me that I had put in a complaint in XXXX about this issue. I have no idea where that complaint came from but I do not recall speaking with anyone. I told her my story once more. She told me I was mistaken and that I did not have my payment change and the went through the repayment plan that I was put on. The problem was that I was told my payment date would be changed and that I would be having no negative recorded on my credit. I understand what she was saying about the payment plan but I was not told that in anyway. Why would I set up auto pay for a date past my due date unless I was told that my due date would be changed. I asked for copies of the conversation when it was all set up. I was told they do not have them all they have are their notes. I have my notes as well and it says very clearly that my due date would be changed to the XXXX. I am upset that they can tell you what ever they want on the phone and put something different in the notes and I am stuck by the notes not the information I was given.

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