Consumer complaint received 2017-05-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I accepted a balance transfer offer from Bank of America i n  XX/XX/XXXX , an d opened with them a Credit Card ending in  XXXX . In mi d  XX/XX/XXXX  I received a  standard email from Bank of America about payment received to my Credit Card with them, just saying thank you for your payment, as usual. My Credit card is on autopay, and monthly payments are automated bank to bank.   Then later that month I received a separate email from  XXXX  ( which I use to monitor my credit ) stating that there has been a negative report of delinquent payment on my Bank of America credit card. I went to the bank of America web service to see what was going on in my account, there I saw my payment had gone through without a glitch, nothing else on my credit card account.     Since I do n't have much time to manage these things, my Credit card has been on autopay since I can remember. I was able to get back on the web and see my bank of America credit card account la ter in  XX/XX/XXXX , the re I found a strange (  ledger styl e ) set of boxes to tick and allegedly confir m one b y one all my credit card payments ever made to the Bank of America Credit Card. I found this odd, but anyway I dedicated to it as much time as possible to confirm the last few years of payments one by one to this credit card. I checked that my autopay was still operational and decided to make the time and make a phone call to the company asap.     Then I received a letter from Bank of America stating in general terms that due to recent changes in circumstances, I did n't know what changes or by whom, but anyway it was their letter and their decisions, that my credit limit was being decreased by {$1700.00}. Nothing else on such letter.     Within a day or two, I got another email from  XXXX , now I appeared as delinquent in payments fo r 30 a nd 60 days with Bank of America. I went back to the Bank of America Website to see my account, there I confirmed that my Credit limit had been reduced and that m y  XX/XX/XXXX  autopay payment had gone through without a hitch, but there was a request that I pay over {$500.00} in arrears for  XX/XX/XXXX  and  XX/XX/XXXX . I picked up the phone and called the  number on the back of the Credit Card.     After a bit of digging, th e CS repre sentative for Bank of America explained to me that apparently my minimum payment had gone up, since I was up to then on a " reduced payment amount '' for their balance transfer offer. That was something no one ever contacted me about, and was not on my account at the Bank of America website. I had set up a monthly payment that was minimum payment plus {$20.00}. The explanation was that since that minimum payment amount apparently changed, the amount on autopay did not cover what the bank wanted to receive sin ce  XX/XX/XXXX , but th ey failed to notify me in any way. So I paid the agent the full amount she asked for over the phone, and set up a new autopay amount f or  XX/XX/XXXX .    The Bank of America Customer Service agent assured me that since she understood that this was a technical glitch on the Bank 's end, and the credit card was on Autopay, I should have been contacted and it was a technical error, not a failed payment by me- the client, as was reported to the credit bureaus. She assured me that the error would be corrected, the negative report would be erased from my credit history, and all would be fixed with their apologies.     Instead, what happened was that the bank reported to the credit bureaus that I had finally made the late payments, and they went ahead and closed my credit card, leaving me with a an outstanding debt on a credit card that has been cancelled by them. I found out about the Credit Card being closed through the Credit Bureaus, not by a bank notification. The bank actively destroyed my Credit instead of correcting the error. That was not what was agreed, and definitely hurt my credit on a credit card that was on autopay. This needs to be rectified.

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