Consumer complaint received 2024-03-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/2023, I opened my account mobile app to check on the account. When I opened it a notification popped up stating I was currently behind on my payment because only XXXX was pulled to pay the minimum payment required. The shortage was XXXX still owed. I immediately made a XXXX payment via the Bank of America mobile app to bring the account current. Although the account was late, it was not 30 days late but would have been had I not made the payment by XX/XX/2023. There was a number to call that covered the screen when I opened the app. After making the XXXX payment, I called the number provided on the mobile app to find out why the entire minimum due was not drafted earlier in the month and make sure that this didnt happen again. She explained that the account was set up only to pull the XXXX and that I needed to change this to the minimum payment if I wanted it to pull correctly in the future. I notified the representative I had just made the XXXX payment to handle the shortage as well. Over a call of approximately XXXX minutes or so, I was transferred to another department where they removed the XXXX payment to pull the minimum payment. Unrelated, I also asked about changing the payment due date so that I could make the payment earlier in the month myself without auto draft. After finding out it would take a few months for the new due date to take effect, I declined doing that because of the delay and we ended the call. 
Fast forward to XX/XX/XXXX, I pulled my account up on my home computer make a payment and check the account standing. When I opened it, it showed that I was behind even more now, XXXX, and I immediately realized that the minimum payment was not fulfilled from XXXX nor was the XXXX payment I made through the mobile. The XXXX payment had also not been pulled to satisfy any shortage for the XXXX payment due as a well but was somehow scheduled for XX/XX/XXXX or XXXX, but in it being scheduled was never triggered to prevent the account from being 30+ day behind. My credit limit of {$150000.00} had been dropped to {$39000.00} as well for being late. I went in to make a payment again on the computer and when I did, all of my previous banking information was missing so there was no way for a payment to be pulled or made manually. I had to reenter the banking information to be able to make the payment and once I had, the payment of XXXX was accepted. I then got on the phone and talked through this issue with a Bank of America representative from the number XXXX. I explained what had happened in XXXX, how I made a payment on the mobile app, how we set up the new minimum to pull. He confirmed seeing the phone call date and length of call noted in the system. To make sure that the payment was made, I also made another XXXX payment over the phone with him just to be sure it went through as I didnt trust the system to do it again. I also explained my belief that somehow in doing this in XXXX, not only was my payment canceled in the basic account maintenance performed that night, but my banking information was also deleted from the system so no payment could go through. He acknowledged there seemed to be a problem with something, something was wrong and he filed an appeal to the not only the payment status being late but to also immediately update the payment status with the bureaus so that my other creditors did not think I was becoming a credit risk to their accounts. The reference numbers for this were # XXXX for the reporting error caused by there system maintenance programming, and # XXXX to submit updated status of payments made. All representatives on XX/XX/XXXX and XX/XX/XXXX were empathetic to the issue, and acknowledged my account standing of 31 years without a late payment as an odd combination with how this was showing now. 3 days later I received a mailed response from the Bank of America back office stating only Unfortunately, were unable to change the information we reported to your credit file as you requestedThank you for being a client. 
These phone calls were recorded, the information I provided is traceable to explain why my payment never pulled in XXXX, why my bank account information was deleted by someone at Bank of America. I have no ability to access any of the banks systems to understand this myself. There is no interest from Bank of America to investigate this to any degree and as such my credit rating has dropped from XXXX on XXXX XXXX and XXXX to a XXXX currently. This is impacting my financial cost of credit and anything I am trying to do for my family and my business credit lines.

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