Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I maintained a perfect payment history with Bank of America and had " scheduled bill pay '' enabled specifically to ensure timely payments and protect my credit. In recent months, Bank of America conducted a system-wide migration from their legacy XXXX XXXX system to a new transfer/payment platform. As part of this corporate decision, Bank of America unilaterally canceled the scheduled bill pay for multiple customers system-wide, including mine, without providin notice when the autopay was actually removed. The only communication I received was a vague email about " rescheduling '' autopay sent to my secondary contact method ( email ). This email did NOT clearly state that autopay was canceled or removed, it used misleading language suggesting modification rather than complete cancellation. A reasonable consumer would not understand from this email that autopay was entirely disabled. Bank of America never called my primary contact method ( phone number ), never sent a text message alert, never provided an in-app notification or warning banner, never mailed a confirmation letter, and never followed up to ensure I understood autopay was removed. 

This notification failure is particularly egregious because Bank of America has records of my prior support calls regarding difficulties with their malfunctioning bill pay system. Their Autopay system did not work and the scheduled bill pay was the only way to pay your credit card. They were aware their broken system made it difficult to set up. Despite this knowledge, they removed my scheduled bill pay without adequate safeguards or verification that I was aware. After it was removed without my knowledge there was a single missed payment, which was obviously not due to financial inability or unwillingness to pay, it was the direct and foreseeable result of Bank of America 's inadequate system change.

Due solely to Bank of America 's failure, a 30-day delinquency for {$42.00} is now being reported to all three credit bureaus. The moment I discovered the missed payment, I immediately paid the full past-due amount. However, this single late payment caused entirely by Bank of America 's actions is now destroying my credit, will impact me for 7 years and has put my mortgage closing scheduled for next week in serious jeopardy. I escalated this matter to Bank of America 's escalation management and explained the situation. I requested they either remove the inaccurate late payment from my credit report or submit an emergency off-cycle credit bureau update reflecting the account as current given the time-sensitive mortgage closing. They categorically refused both requests, despite the late payment being directly caused by their system migration, their failure to provide clear notice after the scheduled bill pay was canceled, and their failure to notify me that the payment was overdue. This occurred despite my perfect payment history prior to the system change, my immediate payment upon discovering the issue, the fact that this was a system-wide problem affecting multiple customers, and the severe and imminent harm to my mortgage closing. 

Bank of America is furnishing information to credit bureaus that misrepresents my creditworthiness. The late payment on my credit report suggests I am unable or unwilling to pay my debts, when in reality I maintained perfect payment history and only missed a payment because Bank of America removed my scheduled bill pay and did not notify properly. This is not an accurate reflection of my credit risk or payment behavior. Bank of America created this problem through their own system migration and notification failures, yet they are punishing me by refusing to correct the inaccurate credit reporting. They had a duty to either maintain scheduled billpay functionality during migration or provide clear, multi-channel notice that autopay was canceled. They did neither. I could not reasonably avoid this injury because I was not adequately informed autopay was removed. The late payment does not reflect my true creditworthiness or payment intent, and Bank of America 's own actions directly caused the late payment as a foreseeable consequence of their inadequate notification practices.

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