Consumer complaint received 2025-04-24 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:
My name is XXXX XXXX and I have had a credit card with Bank of America for 25 years. Years ago I set up auto pay to pay my credit card bill. I used my XXXX acct ending in # XXXX but at some point, it just stopped without me requesting it. When I realized a payment was missed I called and reset it up but switched to a different account ( XXXX acct # ending in # XXXX ) because I was changing up which account I was using to pay bills. I have had issues ever since. I called several times to try to resolve but the employees would not listen when I told them that this recent issue is not my fault. It is something internal with Bank of America but now I have proof that it is a system error and not my fault. I am happy to provide the video proof. 

When i checked my account several weeks later after i re-setup the autopay, I realized the bill was not paid so paid it manually. That was the first 30 day late. They told me that sometimes it takes 2 cycles to start so it should start next cycle and I was responsible for making the payment manually in the meantime. They refused to fix the 30 day late. 
After that, I assumed that the payments were being made and they were but Bank of America were debiting the wrong account ( the old acct ending in # XXXX ). 

Fast forward a few months to XXXX. I received a credit alert from my credit monitoring app that Bank of America closed my account. When i tried to look at my account, I was not even able to log in. There was a number it showed on the app to call. When i called, I was told that there were 3 payments that were returned. I was shocked. I didnt understand because there was always plenty of money in the account to pay my bill. When i looked at my checking account online ( ending in XXXX ) I didnt see any payments coming through. I was very confused until I realized they were coming through on my old checking account ending in XXXX. I know i connected autopay to acct ending in XXXX which had plenty of money in it but the representative didnt want to hear it. I could not even look to see if it was setup correctly because they removed all my online access. They told me it was not Bank of Americas fault and they have every right to close my account. I asked why if 3 payments were missed did someone not call me? They said that how the cycles were set up, each month the system saw that a payment was made ( eventhough they were reversed ) so it did not flag me to be called. They verified that nobody called me but said that they had no obligation to call me even before they close my account. If 3 payments were missed where were the 3 notices? 
Even though they closed access to any info about my account, they never sent me statements either. They told me that I would now need to call in to make payments because I will never have online access to my account again. I did not want any further credit issues so I gave the rep my checking account info on the phone and they manually put through a {$1000.00} payment. 

When i called the same phone # to make a payment next month, I realized that there was an option to make a payment via the phone system so I did. I entered my checking account routing # and checking account # ( account ending in XXXX ), the one that I keep a good amount of funds in, not the old one ending in XXXX that I dont use and that BofA tried to debit for my last 3 autopays in error ). I made the {$500.00} payment. A few days later, I looked at my checking account ending in XXXX and couldnt not find the payment. I panicked. I looked at the old checking account ending in XXXX and sure enough, BofA debited it from there. I was shocked because I know I put in the right account # but it debited the wrong account AGAIN! As my last resort I was going to have to call in again, wait 30+ minutes and speak to a rep. I called the phone # and listened to the phone voice response system tell me the info about my last payment. It states, I made my last payment using checking account ending in XXXX. Wait! The system is saying that I did it right! It says I made the payment out of acct ending in XXXX but BofA debited the old acct ending in XXXX! ( I created a video with sound to prove that i made the payment on acct XXXX! I did it right ). 

I sent this info to the Presidents office complaint email, with the video and screen prints of my XXXXXXXX XXXX  statements showing they debited the wrong account. They told me that their system said I requested it to come out of the account ending in # XXXX and that they didnt believe I entered the # XXXX. I told them in the email about the proof from the phone system and that I attached the video and statements as evidence but the person who called me back said they wont open videos. They continued to take no responsibility and refused to investigate further. I made another payment on the phone with a person at that time to stop the issue from occurring again because that was only one that happened correctly. I was again distraught. 

When I received my annual bonus at work, I immediately paid the account balance off in full {$4200.00} on XX/XX/XXXX. I made sure I had that amount in old and new account just in case. 

Today XX/XX/year>, I got a credit alert again saying I have a delinquent account added to my credit bureau. It was once again Bank of America now stating that i am past due {$37.00}. I paid the amount provided as payoff so dont understand how there would be a balance and I did not get paper statement in the mail and even if emails were sent in email, I would have to click the link and it would take me to the app, which it would mot let me sign into. I did not think to check emails after I paid it off in full because the account was paid off in full and I couldnt see the statement info anyway. So today, I go to the app and try to look up my account because that is where they display the # i needed to call to make a payment and now it lets me into my account, although still displays the same phone # to call when I try to look at the auto debit accounts on file. It tells me that I owe {$38.00}. Apparently {$37.00} in interest was charged 13 days after I paid off balance in full. If I paid $ XXXX to pay it off, I would not have shorted the payment by {$37.00} and left it outstanding. 

I should NOT have any of these late payments and they should NEVER have closed my account. They have significantly destroyed my credit score because of these 3 -30 day late payments. I dont have any other negative items on my credit report. Not to mention that since this credit card was my oldest credit card my score went down in length of credit area as well when they closed it. I did all the right things to make these payments and I tried to work with Bank of America on this. I found proof but they refused to look at it or even research if I could be right. They shut me out of my account info and now magically allow me to get to my past transactions but still not allow me to make payments on my account online. 

I am begging you to help. I can provide any evidence you need. I will call today and pay off the {$38.00} that they say I owe because I dont want anymore trouble from them. I reality i should be fighting to get back all these late fees for they charged me for when THEY debited the payment from the wrong account but all I want at this point is to fix my credit. It is perfect other than these. 

You mention not including account info so I am not uploading bank statement evidence and I dont think i can send a video via this upload but happy to do so via something secure. 
I destroyed and threw my card away after all this so all i have for the # is what i have in my records which is that it ends in XXXX.

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