Consumer complaint received 2024-08-05 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: CA

Complaint narrative:
This was so much fun! 

On XXXX XXXX 2024 i went to pay my credit card bill as i had for literally DECADES. A few years prior i had opened another account but had closed it with a XXXX balance but it always showed on my bill pay even though it was closed. This time i accidentally entered the pay details ( {$3000.00} ) to that closed account even though it was meant for the active account which was just a day or two from being late. Within a few days by the end of XXXX or so i started receiving notices that none of my autopays had occurred since i have them all setup with the vendors and is the only use of the card i have. 

When i looked at the details i realized what had happened and called them. Ihad payed the closed account and my active card was past due so they immediately locked it. After explaining the situation i was told they would transfer the payment out of the old card and into my active account and i was pleased. By a week later in early XXXX and also a holiday upcoming nothing had changed, i was still not getting my bills paid including my rent ( yes rent paid by credit card because seriously who can afford it in cash? ) at this point so i called back. This time the customer service person was not helpful and i was worried although i was assured it would be fixed so i went ahead and made ANOTHER payment of {$3000.00}. A week or so later I saw the transfer and my new payment so I moved on. A few more weeks later at the end of XXXX I noticed there was a {$3000.00} bill on the closed account. So again I called and was told that a check was issued as reimbursement even though they had transferred the payment. I told them i hadnt gotten the check and asked to cancel it and remove the charge but they said they couldn't but could stop check payment which would take several weeks. I declined and decided to wait a few weeks. 

XXXX weeks later in early XXXX no checks had arrived. So i called again and now the late payment had been applied to the closed account so i owed approximately {$3000.00}. At the time i was told it was an ACH return that occurred and I should already have it. I asked when and they said " probably mid XXXX ''. They couldnt even tell me when they had returned the payment i wasnt owed and didnt ask for. It turns out the ACH had gone thru back in early XXXX with the second rep who had not been helpful. 

At this point I was so uncertain of what the circumstances were I had to end the call. The next day I had determined that I was while and that i did owe the newly charged {$3000.00} so I went to pay the bill online. But now they had removed ability to pay the account online. When i called to figure out how I was going to pay off the balance they said they could take my bank details which i was not comfortable with considering all I had been through to that point. I literally had lost trust in this rather prestigious and notorious organization. I will note this person would not take any form of payment except my bank details. When I asked for their XXXX they basically said no. 

So i offered to mail in a payment. The rep gave me AN address and i was so angry i hung up. Since i didnt have all the info, i went ahead and called back and asked for who to make the check to and what acct number to out on it. When i reverified the address as well, the original caller had given me the WRONG ZIP CODE. This action alone would have ( intentionally? ) perpetuated this whole situation even further. 

Oh and although the second to last caller had offered to reduce the late payment which was accruing daily but i refused. I told them i would overpay so as to address the growing payment and sent a check for {$3100.00} to cover late fees all because I tried to pay my monthly bill. 

To date, this experience is not resolved and i have been losing sleep and stressing about this for literally months now. I have zero advice for how to avoid this situation in the future.

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