Consumer complaint received 2015-09-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
This bank is not allowing me to pay my car payment. There are many issues please see below:1 XXXX Made my first payment with a check and sent in the stub to set up automatic payment. they never set up automatic payment. And are refusing to set it up now. 

2 XXXX They never contacted me to tell me my payment was late, I have to reach out to them. 
The first time I was on hold, I waited for at least XXXX minutes for an associate to answer. When he answered he refused to take a payment or assist in anyway. His name was XXXX. When I asked to speak to a manger he kept me on hold for an additional XXXX mins. Then said he could not waive the {$15.00} dollar pay by phone fee, when I told him I did n't want to make a payment through the automated system he said there was nothing he could do. I eventually decided he was going to do nothing for me and attempted to make a payment online3 ) when I attempted to make a payment online they would not let me make a payment without verifying my pay from account. I tried and the verification did not work. I think it is a bit ridiculous to make a person jump through this many hoops just to make a payment. 

It seems and little unfair and abusive of them to do this to customers who just want to pay and set up an automatic payment. It seemed to me like they want customers to pay late and not set up automatic payments. I always pay my bills and put them on auto pay and have not had problems with other financial institutions. I was forced by the car company to use this bank and am very dissatisfied with the service. 

On XXXX XXXX, 2015 I called and spoke with associate XXXX in their bill pay department. He was unable to fix the " Bill Pay '' because it had locked. So he got me in contact with XXXX who works for Bank of America auto loan department. She gladly took my payment with no problem or fee, she also opened a payment dispute and request to get my automatic payments set up. However, I have no confirmation this was actually done. She said it will be investigated which could take up to 10 business days and then I will receive a letter. This would make my payment late again. 

I do not think it is fair I am being penalized, when the original error occurred at BOA not setting up my automatic payments. I did my due diligence in trying to make payments. Additionally, this hurts my loan amount. With the way amortization works on car loans it was taken out at varying cycles which causes interest to be paid out differently and essentially not lower my principal as much. They are costing me money in interest for the ineptitude at taking a payment from a customer wanting to make payments on time each month. 

Please stop these unfair and abusive practices and require them to set up automatic payments when it is an option on their billing statements. I think this is a violation of UDAAP, FCBA, and possible TILA. Since it is not disclose how difficult they make it to make a payment. Thank you for your time.

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