Consumer complaint received 2025-08-27 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: DC

Complaint narrative:
In XXXX, I opened a business credit card with Bank of America. Initially, the account had a straightforward payment structure. However, after several months, Bank of America created a confusing dual payment system, showing three separate accounts in their online banking system for this single credit card. I never agreed to creating multiple account, i only have one single debit account with the bank and agreed to one credit card.

The problem : with 3 new accounts showing in my dashboard, I can not determine which account to pay or how much to pay to each account. When I attempt to make payments, the system shows multiple payment options with unclear balances and no explanation of which account corresponds to what charges.

Actions taken to resolve : - Called customer service multiple times requesting consolidation into one clear payment account. They acknowledged the issue but never solved it.

- Sent messages requesting explanation of the payment structure - Specifically asked them to close duplicate accounts and maintain only one payment method - Requested ability to set up automatic payments ( currently not possible due to confusing structure ) Bank of America 's response : They acknowledged the issue, the online interface problems, the duplicate accounts, They have refused to consolidate the accounts or provide clear instructions on proper payment allocation. Customer service representatives acknowledge the confusing structure but no solution. 

Impact : This system appears designed to create payment difficulties and potential delinquencies. I can not set up automatic payments, can not determine correct payment amounts, and continue being reported as delinquent despite having funds available and willingness to pay and having paid before multiple duplicate payments despite the wrong system. 
Additionally, I receive no bills by email or mail, making it impossible to track payment due dates or amounts owed. 

This appears to be an unfair practice designed to generate fees and artificial delinquencies through deliberate system confusion. 

This appears to be an unfair and deceptive practice designed to generate fees and artificial delinquencies through deliberate system confusion. 

Bank of America has created a payment system that is impossible to navigate correctly, then refuses to fix it despite acknowledging the problem exists. This is predatory banking- they have engineered a situation where I can not successfully pay my account even with available funds and good faith efforts, allowing them to generate late fees and negative credit reporting. 

Their refusal to consolidate accounts or provide clear payment instructions despite multiple customer service contacts demonstrates intentional obstruction of payment. This systematic creation of payment barriers while refusing solutions constitutes unfair and deceptive practices designed to financially harm customers through manufactured delinquencies.

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