Consumer complaint received 2025-06-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
Subject : Failure to Deliver E-Statements ; Unfair Credit Reporting and Fees Due to System Design Flaw Complaint Details : I am filing this complaint due to Bank of Americas failure to deliver credit card e-statements as agreed, which resulted in late penalties and derogatory marks on my credit report. Despite having provided a valid and verified email address and enrolling in paperless statements during the registration process, I never received a single statement or billing notice. 

Upon escalation, the bank claimed I needed to go into a separate section labeled paperless settings enter my email again, and then go to the " alerts settings '' to enable each type of alert I wanted to receive. " Credit card payment due '' is the alert option they claim I needed to explicitly enable to receive e-statements. This process was never communicated to me at any point, and I had reasonably assumed that entering my email, validating it via a standard email validation process, and enrolling in e-delivery was sufficient. 

Critically, I have since discovered that my email in their notifications system defaulted silently to " XXXX '', a non-functional system placeholder that accepts no mail. I was never warned or alerted that this invalid address was set, nor was I prompted to update it or confirm receipt of e-statements. There was also no bounce-back or undeliverable notice, and no subsequent paper statements sent. 

As a result of this internal configuration failure, I missed all statements, was charged late fees, and had derogatory information reported to credit bureaus. The bank has thus far refused to refund these fees or retract the negative reporting, citing regulatory obligations to report delinquencies accurately. 

However, under the E-SIGN Act, Truth in Lending Act, and Fair Credit Reporting Act, this outcome is a direct result of the bank 's failure to : * Ensure proper delivery of required disclosures and billing statements, * Provide clear and conspicuous disclosures about additional steps required to activate e-delivery, * Alert me when no deliverable email address was set, * Take reasonable steps to prevent consumers from unknowingly defaulting to non-functional system values. 

I am requesting that the CFPB require the bank to : 1. Remove all late fees and penalties resulting from non-delivery of statements.

2. Retract or suppress the negative credit reporting associated with these billing cycles. 
3. Provide written confirmation that e-statements will be delivered to my actual, verified email going forward. 

This issue has caused me measurable financial harm and reputational damage, and I believe the banks design and communication failures are in violation of federal consumer protection standards. 

I have documentation and screenshots available upon request. Thank you for your assistance.

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