Consumer complaint received 2020-03-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020 I called Bank of America concerning a transaction regarding a company called XXXX XXXX. The first call was made at : XXXX XXXX and lasted 15 min 44 sec. The customer service rep was not cordial or helpful concerning my situation. So, I called back to Bank of America the second time the call was made at : XXXX XXXX. I spoke with a Bank of America customer service rep out of New York. I told her that I had a transaction that was due to hit the account that day but, my account was in the negative and that there was no way that I could change the due date could she help. So, she pulled up my account and said yes, that what she could do is take two of the overdraft fees that was on the account and credit them back to the account, then that would only leave the account in the negative XXXX  and some change. Then the rep stated that the bank allows up to XXXX dollars in over draft fees on my particular account so, with the two overdraft fees posted back to the account I would be ok to have the XXXX and some change post to the account for payment to XXXX XXXX. So, with that I proceeded to call XXXX XXXX back and tell them that it was ok for them send the payment through to my bank account. So, the rep tried not once but, three times to send the payment through and it continued to decline. At that point I called back to Bank of America customer service and asked to speak to a Manager or a Supervisor. Once connected to a Supervisor, I explained the situation and that's when he informed me that what the customer service rep had told me was incorrect! He then stated that he was sorry and that he would be sure to investigate the situation, I responded by saying, " I appreciate the apology but, that's not helping my situation the payment is due today and there is no way I can change the due date. '' I told him I've already spoken with the XXXX XXXX rep and told her that they could process the payment, and now I have to call them back to tell them that the info given to me was incorrect and there would be no payment that day. After being on the phone for over an hour and thirty something minutes, the Supervisor finally said, " if they can send the payment through as a recurring payment then the amount would post to the account and we will pay it. I then called XXXX XXXX back to see if they could send the payment through as a recurring charge, the accounts rep said, that her system does not give her the option to do that. So, as a result of Bank Of America lying to me as of XX/XX/2020 XXXX XXXX was added to my XXXX  credit report and has impacted my score tremendously! I've been working really hard at trying to boost my score and now Bank of America has within one day just ruined all my efforts! I then called again Monday XX/XX/2020 and spoke with the customer service rep XXXX with Bank of America to see if I could get some help but, I just got the same response!!! Please Help

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 explanation