Consumer complaint received 2025-10-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Starting in XXXX I started having issues with Bank of Americas mortgage payment portal. Though it looks like the mortgage payment has been made when clicking the buttons, I had noticed that the payment was not processing. I discovered this issue repeatedly and narrowly avoided late payments in XXXX, XXXX and XXXX of this year. All 3 times I caught the issue when I logged in the next month after the first to make the payment. I typically make the payment between the XXXX and XXXX of the month as late charges are applied on the XXXX. 

I alerted my local branch on multiple occasions and also escalated the fact that no phone call or mail was sent to alert me of the issue. As a client, and especially one who maintains a XXXX average daily balance, I felt that a significant fiduciary duty was owed to protect my interest credit that was being neglected. 

Despite my concerns, the issue has persisted. In XXXX I hired a new Account Payable Clerk who was not sensitive to the issue. I recently noticed a change on my credit report and pulled my credit on XX/XX/XXXX. There is a 30 day late from Bank of America future dated to XX/XX/XXXX showing a balance of XXXX. Firstly, I do not currently owe a balance and have not since XX/XX/XXXX which is when the issue was caught again and rectified. Secondly, I have no idea how there can be a future dated balance for an amount that does not correspond to the mortgage payment or to the current balance. 

Most importantly, the first 3 times this event occurred, no late was reported as the I rectified the issue prior to the XXXX of the next month. However, this time, the bank decided to report a 30 day late despite me making a payment prior to 30 days from the day the late fee was assessed, Bank of America is not acknowledging any fault in the workings of their site and have refused to even look into it. They will not acknowledge the lack of communication through the year. They also will not acknowledge the inconsistency in credit reporting. If the other 3 payments were not considered 30 days late due to be paid within 30 days of the late fee assessment, how is this one late when it follows the same time line? The rules of how they report can not be inconsistent as that is fundamentally unfair to me as a consumer and banks have to be more responsible in protecting their clients interests. 

As a business owner heavily reliant on financing I can not operate without stellar credit. Neither me nor my employees can afford the loss of business while we await action from a bank that clearly does not care. As you can see from my credit history, I literally have 0 lates on my history till this event, which was completed avoidable had Bank of America made a reasonable effort to protect a long term client or reported credit in a consistent fashion. The mortgage payment in question was for XXXX and I keep an average daily balance in excess of XXXX at Bank of America. Clearly funds were available to settle the payment, yet Bank of America made no effort to alert me and were negligent in protecting my interests.

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