Consumer complaint received 2025-12-09 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: VA

Complaint narrative:
The root of this issue is an unexpectedly missed payment, as a result of poor design of Bank of America website and incorrect remediation for mis-applied payment. 

On my Bank of America XXXX account ending in XXXX I had a payment due XX/XX/XXXX for {$2200.00}. I went into my online account and scheduled a payment through their billpay system for {$2200.00} to be processed on XX/XX/XXXX ( due date ). On XX/XX/XXXX I did not see a payment processed in the card account. In the past I have had had delays, so I waited a day. On XX/XX/XXXX, I did not see the payment processed in the card account. On XX/XX/XXXX I still did not see the payment processed in the card account. I did see the payment was successfully debited my checking account ending in XXXX on XX/XX/XXXX, so I had the reasonable expectation this payment was made. I also saw I had a late charge assessed for missing this payment. I contacted Bank of America who informed me the payment was processed to the incorrect account, and the account was still past due. I then made a payment of {$200.00} to bring the account current, while Bank of America completed research into where the payment went. 

On XX/XX/XXXX, Bank of America completed this research, and applied the payment to a separate account ending in XXXX. This was requested to be applied to the XXXX account in question, but was applied to the incorrect account. This required me to request a credit balance refund ( of {$2000.00}, as I had usage on that account for other purchases ) to have the funds to pay the account in full. This was received by physical check and deposited in my XXXX checking account on XX/XX/XXXX. 

In the absence of these funds, I had to move funds around to make a payment for the full balance. This meant I made a third payment ( the second one that counted ) of {$2200.00} on XX/XX/XXXX. This would reasonably have satisfied my original full statement balance, now for the second time. Because I had purchases on that account, and having been told by the phone agent that I would be accruing interest on any purchases, I made additional payments to pay the balance to XXXX. This included {$3200.00} on XX/XX/XXXX, and {$920.00} on XX/XX/XXXX. As a result of having a balance due to error billing, I had no grace period, and was subject to interest assessment immediately. 

Phone agents were kind and helpful on research, as well as appropriately waiving the {$49.00} late fee. They were not helpful in either resetting grace period ( which would have been appropriate ) or refunding interest assessments ( {$78.00} for XXXX statement resultant from missed payment, {$4.00} for XXXX statement/residual interest. ) They also were not helpful in answering why the payment made to XXXX XXXX XXXX XXXX '' directly on the card " XXXX XXXX '' link provided allocated payment to the incorrect account. I have included screenshots to clarify. 

I received a letter some weeks later stating the action that had been taken, and how issue was resolved with payment applied correctly. In fact this payment was not applied correctly, as it required a credit balance refund request, and was not applied retroactively to the correct account ( resulting in late fees and interest charges ).

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