Consumer complaint received 2024-02-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
I have had a Bank of America Cash Rewards visa signature card for over 10 years. ( ending in XXXX XXXX the account, went delinquent due to a returned payment. I spoke to BofA on XX/XX/XXXX and let them know the payment returned due to a refinance that was stalled, and i had to make an additional mortgage payment based on their delays. to stop all automatic payments i would make a payment the following week and keep things up to date. The customer service rep complied, and let me know she stopped all future auto payments. the following week i made a payment of XXXX ( full amount that returned ). Then on XX/XX/XXXX, a payment of XXXX was debited from my account. I called because XXXX wasn't due, i had made good on the XXXX, and asked them to stop auto payments. I let the lady know it would return, she said to all back when it does. and again promised the auto payments where stopped. It returned on XX/XX/XXXX, i called on XXXX and was told they would waive fees and i could make the payment ( the {$280.00} remaining ) then. I made that payment on XX/XX/XXXX for {$300.00}. this would mean i would pay the regular monthly payment of XXXX at the end of the month on XX/XX/XXXX. but instead another unauthorized payment of {$560.00} came out on XX/XX/XXXX. I immediately called when i noticed, to request the funds be put back. The customer service rep i spoke with, told me i can refund all but {$8.00} that's what i show you owe. I said ok, and to again make sure that any automatic payments are stopped. She said that the reason the auto payments weren't stopped in the past was because i needed to go online and stop them my self. So while she was on the phone assisting me, i went online and removed my bank account information and stopped reoccurring payments. she told me that my refund was process and it could take up to 10 days to see the money in my account. ( it took all 10! ). The following week i started to get collection calls, i asked to speak back to the manager i spoke with, who said she would research why they are taking double payments. I spoke with her she said she still didn't have an answer and would escalate the call to another department. The next few days i received multiple calls each day, some late in the evening. I did get a call back from a woman who said she was assigned my account to review, and said that i never made a payment for XXXX and that is why i am in collections. I asked her why it was refunded it it was owed, since i was only told i owed {$8.00}. She said she didnt know, but i needed to make a payment of {$240.00}. I told her i would go online and make the payment friday, and that should put an end to this confusion. Then today, i show another automatic withdrawal of {$530.00} taken from my account, the same day i went online an made a payment of the {$250.00} they said i owe ( they said {$240.00}, i paid {$250.00} ). during this process my revolving access was closed due to returned payments, i have received over {$200.00} in fees from my bank and even more from bank of America. And they still are taking money from my account without authorization. PLEASE HELP!!! 

I am frustrated that my credit line was closed due to the Bank of America refusal to stop automatic withdrawals of double my monthly payment. ( physically double the minimum amount due ) after 4 different requests to have the automatic payments cancelled, i have no confidence that this has been done, or that i wont receive a transaction next month on the XXXX for double my monthly payment. Its not even what i owe!!! someone just decided lets double what he owes and take it! and penalize him if he doesn't have it!!!! 
I called today and spoke with XXXX XXXX, a manager.. who confirmed she sees my request to stop the automatic payments. ( she remembered me because i spoke with her back in XXXX for her to research why i am being charged double? when she couldn't figure it out, since nothing was actually due. ) She promised me she stopped the payments now, however the excessive abuse of my account information by bank of America, the lack of evidence of the actual amount due, and the closing of the credit line due to their own faulty payment system, and lack of communication between departments. This resulted in loosing the refinance due to a drop in my credit score! 
Finally the excessive strain on my personal finances outside of the bounds of my agreement with Bank of America. I don't know what can be done, however this is unethical, predatory and abusive. I need your help!

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