Consumer complaint received 2017-10-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I switched from a bank to a credit union in XXXX. I was planning on making two payments in XXXX for the XXXX payment. When I did so, one payment had gone through ( via the credit union ), but the additional one had not ( via the bank ). The additional one got returned. 
I called in XXXX, got the payment reversed, and was told that my account was set up properly with only my credit union on it. 
In XXXX, I called again as the payment got returned for the closed account. I had been told that they would let me pay over the phone, and assured me that the bank account was no longer attached to the account. 
In XXXX, I had the SAME issue. They said they removed XXXX " behind the scenes '', and I would no longer have this issue. I paid over the phone as they said that it would take a couple of weeks for me to be able to pay online through their site. 
It is now XXXX. Both of my autopayments have gone through without issue, nothing when I login to my credit card account shows that I have any issues. I tried to use my cards at stores, but they were declined. I made a call today to find out why. ( Want to reiterate that I called them, I did n't wait for them to call me. ) I was on the phone with a rude, condescending woman. She kept telling me that it was my fault it had come to her attention. She told me that it was her job to ask me hard questions like why I did n't pay. I was more than willing to give her that information because I want to know when I can stop having to call each month! After about 30 minutes on the phone with her, she put me on hold for about 10 minutes to consult with a co-worker as she was also not able to figure out why my account was closed. 
She came back on the line, and said it was because of the payment not being resolved in XXXX. I asked her why this was not resolved as I had called the past 4 months. Also, what can I do to get it resolved. She stated that they could pull my credit, there would be a hit against my credit, and that I would probably not be able to get it opened again since they already had closed it, but she could try. Again, she blamed me multiple times. I get that things had escalated to the point that it had become my fault, but I was n't looking to blame them, and I sure did n't need to be blamed for something that I was trying to get resolved! 
She interrupted me multiple times, talked to me slowly like I was an invalid, and told me multiple times that she had " figured it out '', but not actually how to remedy the situation. 
I have been in a customer service role, and I know that there can be very trying people. I know that with credit card companies, there are people calling in to try to pass the buck or get away with something. I just wanted straight forward answers. I asked how I could escalate this, and she said ( again ) that she could run my credit, or I could talk to her supervisor. After being on the phone with her for close to an hour, having been my 4th call in so many months, I have decided just to close my account that I have had for the past 22 years.

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