Consumer complaint received 2021-07-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
Approximately around the week of XX/XX/2021 Bank of America contacted us regarding a payment that had not been received. We informed them that we mailed a check for the entire balance of statement on XX/XX/2021 in the amount of {$1000.00}. I informed them that upon receiving my next statement I would pay remaining balance in full and any previous balance. I did not feel comfortable giving my checking information out over the phone, especially over a call that came in at XXXX my time. There is far too much fraud in the world. At no time did they state that our card would be locked up for non payment. On XX/XX/XXXX I tried to use the card for the amount of {$40.00} and it was declined. I then called Bank of America and was informed that our card was locked up. As you can imagine, I was not happy. There was no warning. There was no text, email, or phone calls to tell me my account would be suspended. Had I not used it, I would have never known. 

During this entire mess we lost our reservation for a condo that was booked back in XXXX. We had a payment set for XXXX and because my card had been suspended without my knowledge the payment was declined. We lost our {$2700.00} deposit on the place as well. Had I known my card was suspended I could have fixed this issue before we lost our money. We now have no vacation and lost money on nonrefundable plane tickets. 

I then informed them again that upon receiving my bill I would pay in full. Upon receiving the statement for XXXX on XX/XX/2021, I called and spoke to XXXX and paid the balance of {$7600.00}. I made this payment via phone because I felt like I had no other option and things were getting out of hand. During that conversation I again expressed my frustration of being a customer for 21 years and with good standing. I always paid on time and most of the time paid the full balance when the statement arrived. I continually expressed that I understood that they didn't have to believe me when I told them I had paid the XXXX bill in full. But through my persistence in trying to get this problem resolved and my prior billing history should have stood for something. As most know, our mailing system is not what it should be right now. I noticed after further review that I had not received a statement in XXXX for XXXX XXXX XXXX which had a previous balance of {$2800.00}. 

On XX/XX/XXXX I received a letter from Bank of America, dated XX/XX/XXXX which was the day I paid the bill in full via phone. This letter stated that on XX/XX/2021 my credit score was lowered from a previous number of over XXXX to what it is now XXXX. This was also not brought to my attention. I had to find out from a letter more than 10 days later. This information was known on the call because it was done prior to my conversation on XX/XX/XXXX. I contacted my attorney, local bank and state representative to see how to address this issue. They suggested that I contact you to help get this resolved.

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 non-monetary relief