Consumer complaint received 2015-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
XXXX XXXX, XXXX XXXX receives Bank of America credit card stmt stating XXXX XXXX payment for {$120.00} is late he is charged {$2.00} interest and a {$25.00} late fee. XXXX asked daughter POA to find out why? She called credit card customer service XXXX XXXX EST same day. She prefaced discussion by stating account is in her father 's name alone and she is the POA. Wanted to know nothing about the account but was inquiring why bank failed to process automatic payment. Customer service representative refused to research problem unless she spoke to senior citizen. Daughter explained he lived XXXX miles away. She asked to speak with supervisor and questioned why payment was not made? Supervisor refused to respond to request. She stated daughter had no authority to inquire and there was no documentation of the POA. Supervisor repeated she was protecting account even when daughter explained senior citizen was XXXX yrs old with XXXX XXXX XXXX. Supervisor was very abusive accused daughter of fraud and locked account. This required XXXX to go to bank with a picture ID. Daughter explained senior citizen did not drive walked with walker, relying on her to handle his financial matters. Supervisor said senior citizen would need to present original POA. 

On Wednesday, XXXX daughter spoke with branch mgr, provided details and was told to meet on Friday XXXX. On XXXX daughter and son brought their dad walking with walker to meet with branch mgr. A copy of POA was presented with ID requested for XXXX daughter and son. Daughter explained they wanted to know why automatic payment was not made, get {$25.00} service charge removed from acct, make payment for {$120.00} and close account. 

The branch manager called card service department but she was unable to access information for account. She was asked to provide driver 's license number for XXXX present. She was asked to verify their identity. The card service supervisor asked to speak with senior citizen. With the XXXX 's arm shaking violently daughter heard the voice of same supervisor who locked account Monday XXXX XXXX. Senior citizen answered accurately name birth date and address. When asked if he understood what was wrong with account he replied he did n't really and she should speak with daughter. When he handed phone over to daughter supervisor screamed she needed to speak with bank manager. The bank mgr again requested access to the account. The supervisor refused stating she wanted POA sent to the legal department. The branch manager questioned why if we were closing account. The supervisor asked to speak with senior citizen again. She asked him if he knew prior address from XXXX. XXXX shaking even more profusely accurately told her previous address. She asked if he knew crossroad which intersected with his previous address. He answered question accurately. This was a clear case of senior citizen harassment. Finally the supervisor unlocked the account. 

The automatic payment was not made because bank recently audited its records. When the authorization for automatic payment was made the XXXX 's wife was primary on the account. His wife passed in XXXX but card center failed to remove her name until last year. As a result of updated audit the card center removed automatic payment authorization, not notifying second cardholder causing automatic payment not to process and generated late statement. XXXX paid bill and {$25.00} late fee was refunded. 

Complaints : Harassment of a XXXX senior citizen and POA 's, failure to notify the owner of the account of the removal of the automatic payment authorization resulting with the late payment notice, interest charged and a late fee, failure to remove the hold on the account when all parties sitting in front of the bank manager presented adequate ID.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation