Consumer complaint received 2025-05-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MT

Complaint narrative:
I was charged late fees on my XX/XX/XXXX invoice in which I should not have been charged. I did a transfer with the Bank of America ( BOA ) on XX/XX/XXXX, for {$10000.00} and was charged a 4 % transfer fee of {$400.00}. That made my total amount due to BOA XXXX I immediately set up an autopayment of {$150.00} to be taken out every month. XXXX XXXX XXXX, the {$150.00} was paid via autopayment with no problems. I received a call on XX/XX/XXXX, and the name that came across my phone was XXXX XXXX XXXX. I answered the phone and immediately thought it was a fraudulent/scam phone call because the representative stated he was calling because my payment to BOA was late. I told him that this must be a fraudulent call because my account was set up in XXXX as autopay. I made him prove to me that he was from BOA and wanted to know why the name that came across my phone was not BOA and instead XXXX XXXX XXXX. After I received the necessary answers to prove he was not a scammer, I wanted to know why my autopay was not going through. He said he was not sure and perhaps I turned off autopay or that my bank would not pay. I told him that once I put on autopay, I do not turn it off until the bill is paid in full. The reason for autopay is the convenience of having it done monthly without having to worry about logging in and paying every month. I told him that my bank did not refuse to pay them either. I had, at all times, money in the bank and I can prove it via my bank statements. He gave me a XXXX amount that sounded very odd to me. I asked him to explain it. He said there were late fees in it. I told him that I was not paying any late fees and/or interest as I did not stop my autopay. I also did not call BOA and have them cancel the autopay. He said he would remove the late fees and interest. I paid the {$220.00} that he said was past due that did not include interest or fees. When he was through processing my payment to make it current, I told him I wanted that autopay to be set up once again, via him to make sure the autopay started in XXXX for the XX/XX/XXXX payment. I told him I wanted it set up through him so that autopay is set up and this would not happen again. He setup the autopay and told me the next payment via autopay would be done on XX/XX/XXXX. On XX/XX/XXXX, I went and reviewed by BOA account online to confirm that I owed {$9300.00} as my promotional balance expired XX/XX/XXXX. Instead, it shows that the balance is {$9300.00} which is {$67.00} in excess of what I owe. I called BOA on XX/XX/XXXX, and spent 1 hr, 15 min, and 21 secs on the phone trying to get this resolved. XXXX, a BOA supervisor, understood my problem, but could not do anything more for me she had no authorization. I asked her to escalate it to whomever gets the fees removed. She told me it takes 2 days for the escalation department to respond, but that I should hear from someone by Monday, XX/XX/XXXX, XXXX called on XX/XX/XXXX, and spent 1 hr. 17 min, and 2 secs on the phone with BOA. I spoke with a representative who then I had transfer me to his manager, who was Al. Al tried his hardest to help me out and he too understood my problem. Both XXXX and Al believed my fees should not have happened and I should be credited. Al tried to help me resolve the problem but every time he tried to reach out to a department, they would give him the run around and direct him to another department. I told him to have the dispute department to a forensic research on my account. This would support my claim that I did not go onto their website and stop autopay or call them to stop autopay. This would prove that I had no part in autopay being stopped or removed. He could not get a department to help us and said that BOA is stating that I am responsible for the late fees. I told him I was not paying for the late fees. I paid the {$9300.00} which was the amount I showed owing. I keep an XXXX sheet of tracking my payments and dates paid. The {$9300.00} was made on XX/XX/XXXX. The amount of {$67.00} would be left on the account. I told him to note my account that I was not paying the {$67.00} and I would be contacting the Texas Attorney General as the BOA is not registered with the XXXX XXXX XXXX. I have been a long time, good standing customer of BOA. I have always paid my account on time and in full. I seen on XX/XX/XXXX that BOA took out of my account {$150.00} which they should not have. The remaining balance was {$67.00}. I find it hard to believe that BOA can pull autopay when they want and for the amount they want. They owe me {$150.00}. I am writing to you as well as the Texas Attorney General. It infuriates me that a large bank is willing to steal money from its clients. I work hard for my salary and I will not tolerate this type of deceptive business practice. I know I am accurate and correct and stand by my statement 100 %. I have spent close to 3 hours trying to work with BOA and I am tired of their games. I am writing to you as well to make you aware of it and help me resolve it. I know you stand up for the consumer. I have been a customer of BOA for 18 years. This is the poorest customer service I have received from BOA. Thank you for your time and help. I look forward in hearing from you. If the Texas General Attorney should get a hold of me and let me know it has been resolved, I will let you know.

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