Consumer complaint received 2022-10-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I signed up for an Alaska XXXX XXXX XXXX XXXX in XX/XX/XXXX. I set up auto-payment in full as soon as I received the card. The first time the payment did not go through, and I was charged fees and interest. I called one day later upon learning the payment had not gone through and complained. The fees and interest were eventually reversed ( after 6 months ). The online agent assured me that I would not experience the problem again and the issue had been corrected. For subsequent statements, the autopayment in full pulled twice for each due date ( each time in amounts in excess of {$1500.00}. Each time it happened, I called and was told that I would have to wait up to 5 business days for the refund of the double payment ( without any interest to compensate me, although the bank wasted no time in charging me interest and late fees for alleged non-payment ). Unfortunately, I did not start taking names and employee IDs until it happened again in XXXX. In XXXX, no payment went through again, and I was charged a fee and interest. The card, with thousands of dollars in excess credit will not work for me. 

Here is the history of my recent calls. NOTE : it takes about 10 minutes just to get through the automated response system when you call the card services number ( XXXX ). Bank of America is deliberately trying to discourage access to a live person. Once you finally get into the queue, it can take up to an hour to reach a manager. Here is the history, since I began recording names ( XXXX XXXX XXXX XXXX ) : XX/XX/XXXX - after learning of yet another double payment in full on my account, I was transferred to XXXX XXXX in the digital services department. She figured out that my account was set up for auto-pay both online ( done by me originally upon getting the card ) and by an agent on the phone. She cancelled the second payment, but told me I would have to call back 2 days later to initiate a refund because the system was still " processing '' the payment ( even though it had been withdrawn from my Bank of America linked checking account ). 

XX/XX/XXXX ( XXXX ) - XXXX initiated the refund of the double payment of {$1500.00} ( with the help of XXXX XXXX. I received the refund XXXX days after it was pulled from my account. 

XX/XX/XXXX ( XXXX ) - My card stopped working for alleged non-payment ( even though the statement showed a credit balance ). I finally spoke with a manager ( XXXX - Employee ID XXXX ) who reversed the fees and assured me that the auto-pay was in place ). There was a credit balance on the account so no payment was drawn. It took nearly an hour of talking to him to get this allegedly " corrected. '' XX/XX/XXXX ( XXXX ) - The next day an interest charge appeared. XXXX reversed the interest charge that appeared and transferred me to his supervisor ( XXXX - XXXX ID XXXX ). XXXX again confirmed everything was correct and that all charges would be reversed and the account corrected. 

XX/XX/XXXX ( XXXX ) - I spoke with XXXX when I learned the card would not work, in spite of thousands in unused credit ). She transferred me to XXXX XXXX ( Employee ID XXXX ), who assured me he would correct the problem. 

The card continued not to work, after literally hours on the phone with B of A. 

On XX/XX/XXXX, I finally got fed up and called to cancel the card. I was transferred to XXXX ( Employee ID XXXX ). She was the least helpful of all of the agents I spoke with and informed me that I could not get my {$75.00} annual fee back, even though the card continued not to work. She should not be a supervisor, as she did not even bother to read the long history and continued to tell me that I had failed to make a payment and my card will not work. That is, of course, not the case, since my account is set up to pay in full. I am livid and asked for her supervisor ( XXXX ) to call back. 

Only XXXX employees would give me a last name, and I still have not heard from XXXX. My card still does not work ALL DUE TO BANK OF AMERICA 'S REPEATED ERRORS.

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