Consumer complaint received 2021-06-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This is regarding my Bank of America credit card that I have had for a number of years. My record reflects that I have never missed or been late with a payment with I pay total balance monthly. My high credit rating reflects my conscientiousness as a consumer.On XX/XX/XXXX I received a call from a B of A Rep.informing me in a confrontative, obviously scripted approach that I had not paid my statement due on XX/XX/XXXX. I was shocked at the approach and the claim. I informed her that she can see my history and there must be some mistake.I told her that I did not receive the statement and that I would pay it to her which I immediately did. {$2300.00}. That is certainly not the way a person with delinquency would rectify the situation. I also requested a copy of the missing statement be sent to me. I was informed a late fee was being imposed and I said since this is obviously not my fault, I am requesting a reversal of that late fee. She said she would submit that request for approval. The Rep. became very cordial and understanding towards the end of the exchange since she obviously knew I was honest in my presentation of facts and I had to assume it was a case of just doing her job. Next, I called a Supervisor because my new statement included a {$40.00} interest fee! Once again, I had to reiterate what had occurred, no statement received, my impeccable history ... but she was already defensive with her script at hand and refused consideration. A second call to another Supervisor and I then requested a Manger ... They all followed script refusing to remove the interest charge stating bank policy. The emphasis was on resolution via changing to paperless billing so it wouldnt happen again. I couldnt help but feel that with their blatant uncompromising responses that it was their assigned mission to get customers to go paperless and of course that would save them millions of dollars.That is not presumptuous on my part because as an example XXXX XXXX XXXX pays their customers a lot of money to go paperless. Its of great benefit to companies. If Bank of America has a person in position to make these after the fact personal calls to advise of a missed payment in quite confrontative terms, I have to assume there are people with laxity that must be monitored stringently. But for someone who is totally innocent as proven by record, it is or should be a red flag regarding Bank of America practices that most certainly could be resulting in major unethical profits. 
Note that the original call from the Rep was a week after my payment due date, but in fact on the automated phone transaction history a {$25.00} late fee reversal was posted on XXXX XXXX before it had even been addressed for approval! Then the XXXX XXXX statement arrived with the {$25.00} late fee still represented although credited! Their system obviously has its weaknesses, but I should not be penalized because of that fact. They think its their word against mine ... and my history is flawless compared to their system. I feel sorry for those who have suffered horribly hard financial times through Covid. If they are Bank of America customers, it must be a painful.

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