Consumer complaint received 2024-05-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am writing to submit a formal complaint against Bank of America concerning their handling of my auto loan account ( # ending XXXX ) which was opened on XX/XX/XXXX. Despite my diligent efforts to manage this loan responsibly, including attempting to set up an automatic payment system and making manual payments when necessary, I have encountered a series of errors and negligence on the part of Bank of America. This has resulted in the unfair accumulation of 11 late fees totaling {$620.00} from XX/XX/XXXX, to XX/XX/XXXX, due to miscommunications and procedural errors by the banks representatives. 
Upon attempting to enroll in eBill AutoPay in XX/XX/XXXX and subsequently making a manual payment on XX/XX/XXXX, to cover the first due payment, it was not disclosed to me by the representative that my account setup for XXXX XXXX  monthly billing cycle was incomplete. This oversight resulted in my account falling behind, unbeknownst to me, culminating in multiple late fees. Furthermore, despite the lapse in communication on the bank 's part over the XXXX period where late fees were being charged, it was only in XX/XX/XXXX that I was contacted regarding the status of my vehicle and informed about the arrearage. 
My request for late fee waivers and account correction on XX/XX/XXXX, was not appropriately addressed ; instead, I encountered further negligence when a payment supposedly made over the phone with a representative was not processed. Despite repeated attempts to resolve the issue, including eight additional contact attempts and an unacknowledged email inquiry regarding the late fees, my concerns have not been adequately resolved. 
This experience raises serious questions about the bank 's practices, especially regarding consumer communication, financial management, and the security of personal information. This situation appears to contravene the Truth in Savings Act ( TISA ), which safeguards consumers against excessive fees without proper notification. 
Given these circumstances, I am seeking the following resolutions : A refund of all 11 late fees erroneously charged from XX/XX/XXXX, to XX/XX/XXXX, amounting to {$620.00}. 
The immediate institution of a payment arrangement to update my account to a current status, preventing any future erroneous late fees or charges. 
An exhaustive review of my account 's management by Bank of America, including an audit of communication logs and payment processing protocols to evade similar issues for others in the future. 
Firm assurances regarding the security and lawful handling of my personal and account information. 
Straightforward and timely updates from Bank of America on the measures taken to resolve this matter to my satisfaction. 
I trust the Consumer Federal Protection Bureau will take my complaint seriously and assist in rectifying this distressing situation promptly. Thank you for your attention to this matter.

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