Consumer complaint received 2016-06-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM
Product: Credit card
Issue: Transaction issue

Complaint:
I have over XXXX financial entries on my credit report with no late or missed payments with any lenders or CC 's except for Bank of America ( BoA ), not one for 7 years! BoA has a practice of rejecting auto pays even though on their web site it shows that the payments have been made- they really have not. I finally took a snap shot of it as it shows payments being made through bill pay ( ebill ) as if the amount was paid. This has been a history with them for years dating back to 2008, this is the only negative report I have as far back as my report goes with no other negative entries except from them. In fact I had my auto-pay set up via a supervisor on the phone and it was suppose to be set up to make the minimum payment but he set it up {$5.00} short and I never got noticed until four payments had been posted late because they were each short XXXX dollars. Each time I have an issue with them they promise to resolve it but never do, they have told me they would reverse late payments but then when I call to check on them they always say that it wo n't show up until the next month, and then they do not reverse the charge and the minimum amount is short all over again because when you do it over the phone they have to do a set amount like {$75.00} each month for one year. So each year you have to call to set up the payments all over again. If you ca n't trust the institution to figure out how much the minimum payment required is, who can you trust? I certainly would believe they know what they are doing, the average person would I am sure. The on line system shows my clear attempts to pay on my card for the past three years but not one entry shows it as being rejected leaving the unsuspecting customer in the negative! I finally went into a branch out of frustration and the manager at the bank first advised me that the BoA APP will not show the ebill payments so it would be impossible to know you are late or the payment did n't go in, ( what good is it ) secondly, when I showed the manager how it looks like the payments were made, she was surprised it showed up the way it did. Clearly even she was confused at the way it displays-After several phone calls to BoA Corporate, she came back and told be to click here, click there and then it took me to a page that instructed me to down load a form and sign it and take it back to a branch or mail it in for adding my bank to the ebill feature. So- not only did I not know about this form, in the three years of dealing with this, not one person told me about how to get to the page to get the form, or that I even needed to sign a form. I set up and pay using " auto pay '' on every single account I have and have never had to do this or had these problems. I thought merchants want to make it easy to pay but I am finding out that it is more profitable to have customers pay late or miss payments all together. I did not even know about the negative reports made to the credit bureaus until this latest incident because I was told the late payments would be reversed so why would they report it if it was going to be reversed? Then to top it off, the credit bureau will only let you dispute one item at a time but I want to dispute every negative entry made by BoA, I do not care how far back they go. I even have a savings account there so why would I want to pay late when I could just transfer it from one account to the next, and that is what I have been doing. I have had up to {$20000.00} in my account there but I keep the minimal there since I have had all these problems, why would I want to keep my money there when they treat their customers the way they do. I have had so many people say they had similar issues. I have over XXXX friends on my facebook and if I do not get this resolved, every last one of them is going to see the screen shot of how sneaky BoA is, no one likes sneaky, XXXX next ...

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