Consumer complaint received 2015-07-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
XXXX vs Bank of AmericaSo after spending my last few minutes with XXXX from XXXX Venting .... 

I decided to share this mishap with these great institutions to big to fail. However, they can XXXX me out of {$2600.00}!! 

As an online bill payment customer of XXXX, I process a mortgage payment that had the wrong account to BOA. They informed me they rejected the payment ; XXXX informs me they accepted the payment and thus my continuing adventure in the XXXX dollars banking black hole has begun!! Frustrated and flustered XXXX customer. 

Thank you for contacting us about the following XXXX ( XXXX ) bill payment transaction ( s ) : Date Posted : XX/XX/2015Amount : $ XXXXWe understand that you are disputing fees that the payeecharged you, but we need proof of the fees on a documentissued by the company. Please include the companycontact information and the fee amount and send it to us : - Attach it to a response through the Secure MessageCenter. 
- Fax it to XXXX, or. 
- Mail it to XXXX XXXX XXXX, XXXX, TX XXXX. 

If you require further assistance, you may contact us atXXXX. International customers, please callXXXX. Our Customer Claims Analysts are availableXXXX hours a day, XXXX days a week. 


Thank you, Customer Claims DepartmentCATEGORY : Re : Bill Pay Inquiry - DetailTo XXXXBOA states the followingThank you for your Internet inquiry addressed to theCustomer Service Department pertaining to your homemortgage. 

Please be advised, the account number referenced did notmatch an active loan, so your payment was rejected. 
Please contact your financial institution to see whenfunds will be credited to your account. 

Thank you for communicating with us electronically ; weappreciate the opportunity to be of assistance. 
Original Message : I think I sent payment to old account -- -- -ORIGINAL MESSAGE -- -- -Thank you for bringing your concern to our attention. Itis my pleasure to assist you with your banking needstoday. 

We confirmed that your payment was sent electronically asinstructed with details as follows : Payee name : Bank of AmericaPayment amount : $ XXXXSend On date : XX/XX/2015Payee account number : ending inPlease keep in mind that due to circumstances beyond ourcontrol, some transactions may not arrive by the? DeliverBy? date. These circumstances can occur due to delays inhandling and processing payments by other companies orfinancial institutions. An incorrect payee account numbercan also delay a payment posting to an account. Pleaseverify that the account number above is correct. 

To help avoid delays in future payment deliveries, makesure you select a? Deliver By? date that is sufficientlyin advance of your payment? XXXX actual due date. 

For your convenience, you can access proof of paymentdetails from XXXX XXXX ( XXXX ) to show the Payee yourpayment was made. 

To access your online proof of payment, log in to XXXX and follow these steps:1. Hover your cursor over the " Payments & Transfers '' tabat the top of the page. 

2. Hover your cursor over? Pay Bills.? 

3. Click? Pending & Past Payment Activity.? 

4. Click " See Details '' for the payment you want to access. 

5. Click " Proof of Payment.? The proof of payment will bedisplayed. 

6. Click " Save or Print. '' The proof of payment will launchin a PDF format that you can print or save to yourcomputer. 

Please let us know if there 's any other way we can helpyou. We appreciate your business, and thank you for beingour customer. Please e-mail us through the Secure MessageCenter while you are logged on to XXXX, or call us XXXX ( XXXX ), if you have any questions. 

Thank you, XXXX XXXX

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