Consumer complaint received 2017-10-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I called Bank of America 's assistance line ( XXXX XXXX ) on XX/XX/XXXX after Hurricane Irma pass by Florida to get the disaster assistant help for my credit card payment. On that day one of the representative named XXXX told me that Bank of America was waiving the credit card payments until XX/XX/XXXX as a consideration for the people that were in the FEMA list of areas affected ( the zip code where I live is in the list ). I replayed to him that it was a very good help and that I just needed help for XXXX payment since I was not able to work for 2 weeks, and that from XXXX on I would be able to continue making payments like always. However, as per XXXX if I could make the payment or not, I should no worry until XX/XX/XXXX. On XX/XX/XXXX I saw on my online account that my minimum payment ( {$95.00} ) was passed due and that I had to make a next payment of {$210.00} since I missed my payment. I called again the assistance line to ask about this situation and the lady that helped me told me that what they were waiving was the late fees ( which was not what XXXX told me on XX/XX/XXXX ) ; she told me that there was nothing she could do to help and that I needed to make the minimum payment. She then transferred me to collections department because I told her that I did not have the money to make that payment. XXXX in the collection department told me that what happed was that the information about the help that BOA was providing to their customers changed a couple of days ago, and that they were not waiving the payments anymore but the late fees. I told him that I was not informed about it and that this change should not apply to me since my due date was on the XXXX which is more than a couple of days ago. He stated that he did not know what to tell me and that I was right that he could not do anything to help me but to find a way to make it easy for me to pay ; he offered me different options and at the end I decided that I would pay the XXXX payment in the next 2 months. My payments were set up as 2 payments of {$160.00} ; since I was stressed up and upset I agree to that, but now that I do the sum, making 2 payments of {$160.00} taking away the {$95.00} for the actual moth I would be paying {$74.00} x 2 making it {$140.00} for a payment that was supposed to be {$95.00}, meaning that I am paying {$53.00} additionally for I do n't know what because no late fees should be charged ( according to the new rules for the disaster assistance of BOA ). This formal complaint I make it against Bank of America for providing information and promising a type of help that was not fulfilled but instead it was changed without notifying their customers, and now I am in a unpleasant situation.

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 monetary relief