Consumer complaint received 2023-03-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I'm not sure I categorized this complaint properly. There were multiple issues. This complaint is against Bank of America. 

XX/XX/XXXX : My business moved and it took a couple of weeks for mail to forward. I had updated my account address with the credit card company but it had not been implemented. 

XX/XX/XXXX : To avoid a late fee, I called to pay my balance with transfer from my checking account. The payment was due XX/XX/XXXX. I paid my balance that day. The balance was {$7500.00}. The confirmation number was XXXX XX/XX/XXXX : My statement showed a new balance of {$12000.00}. The prior payment was not shown. When I called, the rep said it showed an " XXXX '' -- an attempt to locate. Together we determined the final three digits of the account number had been left off. I had not received any notice of this. I paid {$12000.00} in the same manner, with the proper account number for my checking account. The confirmation number was XXXX XX/XX/XXXX : I received an email from Bank of America, saying the payment was returned unpaid. The number I called ( from my statement ) directed me to a line that closed at XXXX. ( I'm XXXX ) XX/XX/XXXX : I called in the morning and arranged payment again. The issue was yet again the " XXXX '' and in this case the account number was missing the beginning digits, which were all XXXX except for the first XXXX. This time I now had a balance of {$16000.00} though it was not yet due. I arranged full payment and set up automatic minimum payments. The confirmation number was XXXX. When I asked what steps I needed to take to be sure this payment cleared, the rep advised me to let them know if I didn't see the amount clear from my bank. She then told me that my account had been closed. 

XX/XX/XXXX : In the time I was on the call with the rep, I received an email with an Account Alert that the account had been closed. I received this less than 24 hours after the notice that my payment had not been made. No one would speak to me until the amount I authorized cleared my bank. 

XX/XX/XXXX : My payment cleared the bank successfully. I was sent to request a new account. I was warned this would affect my credit, as well as the closure. But there was no way to contest the closure. 

XX/XX/XXXX : I received a notice in the mail, sent on XX/XX/XXXX, saying that my account had been closed. My credit score, as posted on the notice was XXXX. My full balance had been paid. The ATLs were clerical errors. 

XX/XX/XXXX : I received a mailed notice that my request to reopen or establish an account had been denied because of a history of unpaid balances. 

XX/XX/XXXX : I received a notice : " As you requested, we've cancelled the scheduled payments for monthly payments for your minimum payment from ... '' Things to note : * I had not opened, requested, taken loans or applied for credit between the time of the credit reporting XXXX and the closure of the account. Nothing had changed. 
* My account with the company was established in XXXX and I have always made my minimum balances and most often paid the balance. It is is typically $ XXXX. 
When the company closed the account, it canceled or removed access to the Reward Points, in this case XXXX. I believe this is approximately {$1300.00}.

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