Consumer complaint received 2017-06-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I paid my auto loan in the months of XXXX and XXXX. Company claimed they never received a payment but made no good efforts to inform me of non-payment Called BOA on XXXX in an attempt to make my auto loan payment. Spoke with a rep who said he would transfer me to another dept. While speaking with the new rep she said that she had to transfer me to another dept. due to my auto loan payment being delinquent 64 days. I asked her how was that possible when I 've paid for the past two months, she said that it was n't her dept. but she saw where payments had been made but something " funny '' was going on with the account. I was placed on hold and then spoke to another rep whom stated the same thing, that my payment was 64 days late. She then said that it could 've been due to wrong account number/being a number off etc. I then asked why was n't I informed about my loan being 64 days past due, especially due to the fact that I had just spoke with a CSR last month and I was n't informed about it being late. I further asked why did n't I receive a phone call, letter in the mail, or even a basic email. I also told her that I had emails from BOA stating that my payments had been made, which she basically told me that those emails meant nothing ( why send emails with confirmation numbers saying payments have been made if no payments are received, or why not send emails saying that no payment has been received, seems a little backwards ) You can send emails saying that the payments had been made but none saying that it might 've came back and not been made. The CSR rep then went on to tell me that multiple calls had been made but my phone line was continuously busy ( Learned from a BOA manager on XXXX that they had all the wrong contact information concerning my account ) She then asked would I like to speak to a bank manager to which I agreed. I was put on hold and told that they were in a meeting and that they would call me back, She then proceeded to be nasty and ask for my phone number and ask, " are you gon na be home to answer the phone this time? '' Lets just say that I NEVER received a phone call from the bank manager and had to call back ( XXXX ) myself to figure out the issue. Spoke with a gentleman name XXXX who basically told me the same garb as I was previously fed. When I asked him when was I ever gon na be notified that my account was delinquent or were they gon na just come and repo the car he snickered and He basically said that I would have to go through the hassle of getting banking statements that the payments were made and that the research team would try and locate the missing funds, which I feel like I should n't have to go through the trouble since NO ONE went through the trouble of informing me about my account being delinquent. He then tried to verify my contact info, which was all wrong ( do n't quite know where they got this information from. ) he then stated that 's why I have n't been receiving notifications, which I still find inexcusable due to the fact that BOA can send me a notification via email on multiple occasions asking me to complete a survey about my call but no notification to inform me that the loan that they are financing is delinquent ( again backwards ) and as of today ( XXXX ) I still ca n't pay my auto loan due to notes that were placed in the system and all it does is connect me to a CSR.

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