Consumer complaint received 2026-04-23 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: NJ

Complaint narrative:
I had major XXXX that caused me to fall XXXX payments behind on my bank of America credit card. However I knew I would go back to and I sent up payment agreements to come out automatically from the attached checking account with bank of America. To which the payment wasn't not automatically taken out. So I contacted bank of America support on XX/XX/XXXX to which a rep named XXXX stated it didn't pull automatically and if I wanted to authorized the payment at that time. I confirmed yes and she assured me the payment would post shortly to my account in a few days but I was all set. I kept checking and I didnt see it post after a few days. So I contacted bank of America again. A rep named XXXX today XX/XX/XXXX early in the morning let me know again the payment didn't pull automatically. Which at this point was beyond frustrating because it affects my credit. I dont inderatand what the issue is because the paywment method is coming from my connected checking account and theres funds in there when the payment should be automatically taken out. So I let her know I would make the payment myself to avoid any further delays or issues. I let her know to cancel the payment agreements I originally set up because they don't automatically pull which causes problems for me the customer and I don't want any issues and I will pay it on my own going forward. To which I did at that time this morning I paid the total past due which was more than the payment agreements I initially set up. So to my suprised at XXXX this evening I get a notification from the credit bureaus that my bank of America card has been closed. Completely shocked because I have spoken to different representatives and I never once was told my account would be closed. I then called bank of America support again got the run around and got in contact with a rep named XXXX that stated my account was closed on XX/XX/XXXX because the account was XXXX payments behind. Which is completely shocking to me because I spoke to the XXXX reps previously on the XXXX XXXX & today the XXXX XXXX. No one said anything to me at all. I believe this is incorrect and wrong to do to me as a customer that set up the automatic payments and for some reason there was a glitch at bank of America that led to my payments to not be automatically taken out and paid to my card. I did what I was suppose to do as a customer and there was funds in the account on XX/XX/XXXX when I spoke to XXXX authorizing her to make the payment. It was definitely money in the account on the XXXX when bank of America said the closed it for no payment for 3 months. I took a screeshots as well showing funds were in the account during all these days and also the conversations with all the reps that I spoke with are recorded by bank fo america. So there's proof there was a error on bank XXXXf Americas part with their systems. It wasn't until I made the payment myself that the payment went through successfully. This was a completely wrong situation for me as a customer. I was told this evening that there wss no one to remedy this situation and the rep XXXX said he put in a form because he believed that this was a messed up situation on bank of Americas part which the calls are recorded. He even knew that this was not right. This situation needs to be fixed and my card should be opened as it should not have been closed.

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 non-monetary relief