Consumer complaint received 2025-05-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
I have had a Bank of America credit card for almost a decade and had a checking and savings account with them for even longer. I recently closed my checking and savings accounts but was never informed that doing so would automatically cancel my existing automatic payments, my ability to make payments with my new checking account, as well as cancelling all of my alerts ( payment due, payment made, payment late ) for my credit card. 

As a result, my scheduled credit card payment was missed the first missed payment of my life. Of note, the balance on my credit card at the time of this missed payment was only {$19.00}, and I actively had over {$18.00} in rewards cash at that time. 

I have always paid my card on time and have a long, spotless payment history. I only became aware of the issue XXXX XXXX later after receiving a delinquency notice through XXXX  and noticing that my XXXX XXXX had dropped more than XXXX points. Had I been properly informed initially when I closed my accounts over the phone, I would have immediately updated my payment method. Additionally, had I received notice that my payment was late either via app alert, email, letter, or phone call ( all of which i did not receive ) I would have immediately paid my balance. 

I contacted Bank of America on multiple occasions to request an adjustment of the late payment given this occurred due to failure of proper communication on Bank of America 's part. So far this request has not been approved. I was told that they are " not currently doing goodwill adjustments, '' despite acknowledging that the payment was missed due to not being notified properly that auto-pay was being deactivated after my account closure. 

This situation has caused me significant and avoidable credit harm. I am about to turn XXXX and have significant financial goals ( that one typically has at this time in their life ) ; most importantly buying a house and this will significantly impact my ability to accomplish this. I believe for my XXXX XXXX to drop so significantly and to have history of a delinquent account on my credit report, all over less than {$20.00} ( technically less than {$2.00} given I had over {$18.00} in rewards cash at that time ) due to lack of communication and unfair notifications, is wrong. 

I am requesting that Bank of America remove the late payment from my credit report, as the negative mark is the result of a communication failure and not negligence on my part. I believe this reporting does not reflect the spirit of the Fair Credit Reporting Act, which emphasizes accuracy and fairness. I believe that 1. not properly notifying my that I will no longer have automatic payments set up/ability to pay with my new checking account is unfair and 2. not receiving notification of a late payment either via email, app alert, letter, or phone call does not give me a fair opportunity to correct this as someone who has always had automatic payments.

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