Consumer complaint received 2025-11-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint regarding a series of payment-processing errors by Bank of America that resulted in an improper interest charge, despite my 11-year history of excellent payment behavior and responsible account management. 

In early XXXX, I switched checking accounts and updated my new bank information in Bank of Americas online system for autopay. Although I entered the updated account information prior to the XX/XX/XXXX due date for the XXXX billing cycle, Bank of Americas system incorrectly attempted to pull the payment from my old checking account, which had already been closed. This resulted in the XX/XX/XXXX autopay failing, even though I had taken the proper steps to ensure my new bank information was in place. 

To correct the issue, I made a manual payment of {$460.00} shortly afterward. Bank of America has confirmed that this payment was received. However, because the payment posted after the previous billing cycle had ended, the system incorrectly applied this payment to the following billing cycle ( XXXX ) instead of the XXXX cycle for which it was intended. 

Because of this misapplication, Bank of Americas system mistakenly treated my manual {$460.00} payment as the XXXX autopay payment. As a result, the autopay for the XXXX cycle did not run on the XXXX due date, and Bank of America never notified me that autopay had failed to process for that month. 

Because of how the bank misapplied my payment and failed to process autopay correctly, I was treated as having not paid my statement balance in fulldespite acting in good faith to do so. As a result, I unfairly lost my grace period and was charged {$37.00} in interest on the XXXX XXXX XXXX billing cycle. 

None of these issues were due to late payment, insufficient funds, or negligence on my part. They were caused entirely by : XXXX. Bank of America pulling autopay from the wrong account despite my updating my information on the XX/XX/XXXX due date XXXX. Their misapplication of my manual payment to the wrong billing cycle XXXX. Their failure to run autopay for the XXXX due date as a result I have contacted Bank of America multiple times, but I have received inconsistent explanations, and no one has been able to correct the error or reverse the improper interest charge. 

I am requesting that the CFPB assist in ensuring that Bank of America : XXXX. Properly classifies my payment to the correct billing cycle XXXX. Acknowledges the autopay system failure in XXXX and their failure to notify me of the need to manually pay or that the XX/XX/XXXX payment was not made. 
XXXX. Refunds the improper {$37.00} interest charge Given my 11-year history of excellent payment management, I am simply asking that Bank of America correct an issue caused by their systems, not by any failure on my part. 

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 explanation