Consumer complaint received 2020-06-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have an auto loan with a national-sized bank institution on auto pay since the start of the loan in XX/XX/XXXX. Payments were scheduled, in error, only for a finite time limit ; and they were scheduled to stop in XX/XX/XXXX. Unbeknownst to me ; payments in XXXX & XXXX & XX/XX/XXXX were not made because of the auto pay halt ( which was an error ). 

A REPO LETTER WAS SENT WITHOUT ANY PRIOR WARNING OF LATE PAYMENT -- I was only aware of the past due payments UNTIL I received a REPO threat letter in XX/XX/XXXX. 

NO ATTEMPT TO WARN OR ADVISE ON LATE PAYMENT STATUS -- I was NEVER warned, either by telephone call or in writing ; by loan institution that payments had been halted from XXXX-XX/XX/2020. When I call the bank ; they indicated that they had called on XX/XX/XXXX ( ONE TIME ONLY ) ; after 60 days. They left a voicemail pf the XX/XX/XXXX call attempt- no other efforts to advise me of the late payments were made by the bank by phone call or written notice. The XX/XX/2020 call was the only attempt to contact me by phone. The REPO letter had a XXXX XXXX XXXX XXXX date. 

DENIAL OF ANY COVID19 FORBEARANCE -- When I called to inquire as to why they account had fallen off auto pay I was never given any confirmation of any attempts to warn me of past due payments. In addition ; NONE of of the representatives of auto loan institution offer me a grace period or any assistance as a result of COVID 19 they just stated the account was past due. NOBODY at this account asked if I needed help as a result fo the halt in payments. 

DENIAL TO ADEQUATELY SERVICE ACCOUNT -- During my attempt to make the account current I waited on the phone for 2 HOURS and had to speak to at least 3 operators ; two of them who disconnected the call when I asked to speak with an account supervisor. One representatives ( when I called on a SAT ) indicated to me the he could not service the account because it was " in collections '' and I had to either go to a branch or call M-F only. When I inquired about why auto pay had been removed ; I had to call at least three different representatives before someone could give me a definite answer. 

ADVERSE REPORTING ON CREDIT REPORT -- When I inquired as to the affects to my credit report for the repo letter issued without any prior warning ; I was told I had to wait 90 days " to find out ''. There was NO offer to support correct the record or to determine why I was NOT warned about auto pay shutting of or before the REPO letter was to be issued. 

WAVIER OF LATE FEE -- Albeit the COVID effects and period history of not having ANY late payments since the commencement of the loan ; I was NEVER as offer to have the late fee waived. I had to call and ask for this request twice. I was to told at the bank branch the fee would be waived but when the new statement was issued it was NOT waived. I had to call and request it waived over the phone ; otherwise it would have NEVER been waived.

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