Consumer complaint received 2016-12-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
I am in a situation, where Bank of America is not able to resolve a dilema that I have with the Bill Pay system they host, which I use to make monthly payments on my obligations. Ever since XX/XX/2016, the address the XXXX ( utility ) company that I have sent the regularly scheduled payments misterously changed. No one has been able to determine why this changed. The payments being made were being processed and deducted from my account. I found out when i received a collections notice XX/XX/XXXX for this account, since they have not received a payment since XX/XX/2016. 

I immediately called Bank of America, and spoke to an agent who started an inquiry. They could not explain why the checks were being sent to a " XXXX '' address, although the correct address in the system, which had worked prior to XX/XX/2016, was coded with a " XXXX '' address. 

I visited the local XXXX the next weekend. The lady printed copies of the processed checks and told me to tell the vendor that they had in deed been paid. No further assistance was provided. 

Bank 0f America started an " inquiry ''. They notified me that they had sent the checks to the incorrect location, and refunded me the last payment processed and had corrected the address where the checks would be sent in the future. I already knew this was the incorrect address, however in their communications, they also stated that I could request further information on the case, which I did with questions such as : a ) how did the address change, b ) how does a company with who I do not have an account process my checks that the bill pay system sent, c ) what was the status of the investigation for the months dating back to XX/XX/XXXX, d ) can Bank of America provide the documents that lead to the conclusion that the payment was made in error, e ) how will Bank of America handle the collections agency for the mistake they made. I have yet to hear a response to these questions. 

I then visited the Gas company to explain the situation. To my surprise, they stated that they had, seen this occur once before. After showing them that I had copies of the processed checks, they said that they would work with me. That was some relief to a dire situation. As I was speaking to the vendor, I had an agent from Bank of America on the phone to ensure they all would receive the necessary information t resolve the issue. The agent from Bank of America stated that they 'd continue to work with the vendor to see what had occurred and where the funds from the processed checks ended up. I would hear within 5 business days. 

After not hearing from Bank of America on the 7th business day, and the date by when the scheduled checks would have been delivered, I looked to verify if the monthly check had been sent to the correct address in XXXX as I was promised. I called Bank of America once again, and there was still no explanation nor resolution. After an hour on a call after a few transfers, someone took my number, and said I would be called, and hung up. 

After several escalations to resolve the issue of payments to wrong vendors, my account going in to collection with no end in sight as to what the bank can do to resolve the continuing problem, i could use some help and guidance on how to resolve this matter with the bank.

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