Consumer complaint received 2016-08-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I have paperless billing. Every month I receive online notices that my statements are available. In XXXX I received the online notices that XXXX of my credit card statements were available. When I logged into my account, the statements showed payments were due by XXXX XXXX in the amounts of {$220.00} and {$36.00} respectively. In response to these statements I made the respective payments that same day, XXXX XXXX. Later that month, I was online and saw that the bills were marked " unpaid. '' I did an online chat ; the representative examined my accounts ; saw the payments ; and replied that the bills were indeed paid and were not unpaid. The following month I received bills that I was past due for the two payments. On XXXX XXXX I went into the local branch and spoke with a local branch representative, XXXX XXXX, who called and spoke with a credit card specialist, XXXX XXXX XXXX, XXXX, CA. in my behalf. She put him on speaker phone and was present as he examined my account and told me that because I paid the XXXX credit card bills on their statement closing dates, and " since [ I ] paid them on the closing date the payments went toward XXXX [ not XXXX ] and technically I made a double payment for XXXX ''. He told me he did n't know why the system generated and emailed me my billing statements on the closing dates and to " never ever pay on XXXX anytime again ... I do n't know why you were alerted on last date of statement ... new software ... still have time to correct it ... you will hear from someone in a week ... two payments made on XXXX XXXX for XXXX billing cycle were applied to XXXX cycle ... '' He told me he would reverse the late penalties ( {$27.00} each ) and until it was resolved, to make payments in the amounts of {$250.00} and {$100.00} respectively until the situation was correctly resolved and payments were applied to the XXXX cycle. I did not receive a call within a week. I went back to the branch and was connected with XXXX, and then her supervisor XXXX XXXX. XXXX XXXX told me there was nothing that could be done ; I effectively made two payments in XXXX. I explained I paid the bills in response to notice from the bank that the bills were due, and for that reason only paid them that day. I explained again that I received online notice of statements being available, the statements indicated I had payments of {$220.00} and {$36.00} due by XXXX XXXX, and in response I made these payments that day, which was XXXX XXXX. I stated that there was nothing on these statements that said do n't " pay them before yet '' -- simply a due date -- and so I paid them upon receipt. She said I paid them on the closing date, therefore they were applied to the previous cycle, therefore the payments did n't count towards the XXXX statements and I was therefore late. I explained that " XXXX XXXX was wrong ; the payments can not be applied to XXXX as intended '' She said the bank must follow the protocol.

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