Consumer complaint received 2019-12-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Friday, XX/XX/2019 around XXXX XXXX, I called Bank of America ( BOA ) due to a pending payment on my account to XXXX  in the amount of XXXX. My direct deposit did not appear on Friday due to the holiday ; therefore, I called the bank to request that the processing department did not send the payment back because due to pending deposit. After explaining to the representative readily that I could not have this payment returned and needed to have it paid, she suggested to me that I place a " Stop payment '' on the transaction until XX/XX/XXXX and on XX/XX/XXXX the payment will process and go through. I rebuttal over and over again that I wanted to have this item paid and not return and she assured me that the item would be placed on hold until XX/XX/XXXX and then paid. On XX/XX/XXXX, I discovered that the item was returned due to the stop payment. I called BOA requested to speak with a supervisor and thoroughly explained what occurred on my account. Due to the suggestion from the representative to stop payment and wrong information regarding the stop payment processing on the XX/XX/XXXX, the payment was returned to XXXX. If the representative would have done nothing, the payment would have processed on Monday as the funds were available in my account on Saturday. The representative was readily advised that this payment had to be processed and that I could not have it returned under any circumstances. Due to the actions of the representative, who suggested the stop payment, XXXX will not accept my payment due to new FHA laws, that went into affect on XX/XX/19 regarding number of days late and will only accept the total amount that is due on the account for {$7300.00}. This was a bank error due to wrong information provided by the representative. On XX/XX/XXXX, I requested a letter to send to the mortgage company for reconsideration due to bank error. The supervisor input the request and advised me of a 3 to 5 day turn around time ; therefore, on XX/XX/XXXX I called to check the status of the letter. The representative input the request as high priority but on XX/XX/XXXX, I received an email advising that the request was denied due to authorization. This is merely a play on words. The call is recorded and I can be heard readily advising the representative that I did not want a stop payment but wanted the item paid ; however, she convinced me that the stop payment was a hold and on XX/XX/XXXX the item would be paid.The representative should not have offered a stop payment on an item that I advised I wanted paid. She brought up the stop payment ; I NEVER asked for it. The item was not paid by the bank and forced me into a 4 month late status ; therefore, all payments are due and single payments will not be accepted at this time. One week after purchasing my home, I lost my job but was able to regain employment in XXXX and make payments regularly since that time period. The bank has to be held accountable for representatives providing wrong information because one action can completely change someone's life. I have been unable to sleep, work or properly take care of my son and spent hours on the line with BOA trying to resolve this quickly with the mortgage department but the bank refused to provide a letter so that my payment would be accepted after at least 5 attempts.If I didn't have my son, I would have considered XXXX XXXX XXXX instead of living in such discomfort, stress and anxiety.

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