Consumer complaint received 2026-03-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
These are the few key points and background, as much of the confusion stemmed from the guidance I received from XXXX customer service. Due to the XXXX customer service providing inaccurate information is why I cancelled the direct debit on XX/XX/XXXX. I was told in order to make a payment since the original XXXX XXXX did not execute on XX/XX/XXXX I would need to make up the payment. When I tried to set up that payment via the XXXX online it would not except my banking information as it was used to setup the Direct Debit recurring payment. I was not able to use the same banking information so I cancelled the Direct Debit to try to set up an one-time payment but the site does not allow for a one-time payment. I re-established the Direct Debit. I was told by the representative to send in a cashier 's check or money order to cover the payment. I explain to the representative that I was not going to send in a payment, as I had set up repayment as instructed and correctly. I contacted XXXX customer service several times between XXXX XXXX XXXX and was given various reasons as to why my Direct Debit was not executed ( Delayed because of XXXXXXXX XXXX XXXX Holiday, My Bank hasn't processed it ). XX/XX/XXXX I requested an escalation, XXXX open an XXXX # XXXX. Because at this point XXXX was telling me that it was delayed still because of the XXXXXXXX XXXX XXXXXXXX. She was given incorrect information stating my last payment was XX/XX/XXXX when in fact it was XX/XX/XXXX. Apparently, no one took the time or was incapable of actually investigating the issue. On XX/XX/XXXX after being told again that no resolution had been found I request to speak with a Supervisor, I was turned over to XXXX. After some back and forth with XXXX she was able to see that my former employer XXXX had flagged my account as ineligible. According to XXXX XXXX had reach out to XXXX and was awaiting a response. Currently, my account is now behind XXXX payment due to no fault of mines. Payment/Direct Debit should have been executed on XX/XX/XXXX and XX/XX/XXXX. Furthermore, XXXX stated that it was XXXX that flagged my account as Ineligible. I want to be clear about whose cause this error, that it was not me. XXXX is trying to double down on what happen with my account. Please pull the recorded messages in which the XXXX states that is it because XXXX flagged my account as " XXXX '' is the reason the XXXX XXXX was not processed. I am providing my phone log history to show as evidence of my multiple conversations with various XXXX representatives. Documenting the many times of engagement my inquiry going unresolved. My loan is still showing missed payment. XXXX needs to take measures to correct their error to bring my loan account current. And issue an apology to me. Thank you. XXXX 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 explanation