Consumer complaint received 2025-06-28 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: ID

Complaint narrative:
Through a cycle of XXXX, I battled with Bank of America 's systems, which at first I assumed were simply administrative or one-off issues. However, after 4 months of dealing with these issues, never actually resolving and ( in fact ) only getting progressively worse, it is clear that the systems and processes in place are designed to benefit BoA and take advantage of consumers.

1 ) BoA holds consumers to different Statement Balances than what is printed, issued, and mailed on Monthly Billing Statements, punishing consumers based on information that consumers don't have.

BoA repeatedly charged me interest and claimed I missed payments when I paid value statement balances set up with autopay ( BoA sets the payment date and the Balance Paid ), when in reality BoA was including charges/refunds posted days after statements were closed, printed, and mailed to me. For Example, if Statement A closed on XX/XX/XXXX with a balance of {$250.00} due on XX/XX/XXXX, my autopayment through BoA would pay {$250.00} on XX/XX/XXXX. However, when I would call into BoA, I would learn that there was a rejected payment of {$150.00} ( that happened on XXXX but didn't post until XX/XX/XXXX ), but since it happened on XXXX, even though it isn't reflected and printed on my XXXX statement, I should have paid BoA {$400.00}. Therefore the extra {$150.00} that I didn't know I owed, I now owe interest on. 
2 ) BoA 's systems repeatedly took multiple weeks to post payments and refunds that ended up being the direct cause of later interest charges, missed payments, and double payments, aggravating the issues.

3 ) BoA held over {$9000.00} of my cash ( a mistaken double payment by BoA 's systems ), which it was not in any way entitled to, and took 12 days to return ( a direct violation of the TILA ).

4 ) BoA 's customer service representatives repeatedly lied to me about standard processing times, procedures, and managers calling back. Every time I was on the phone with a rep, I asked if there was anything else I needed to do to ensure that this issue would be resolved and would not rear its ugly head again in a new way, expressing all of my concerns along the way ( payments being posted after closing dates but statement balances being updated with said payments, autpays being inaccurate, delays in posting, etc. ). 

* XX/XX/XXXX Automatic payment was scheduled for my bill. I have always had automatic payments set, and set them up such that if there is an issue, I have time to fix it before a payment is due. I have never missed a payment. 
* XXXX I received a notification of Insufficient funds the day my bill was dueimmediately paid online. 
* XXXX That period 's statement closed, however the returned payment had not posted on the statement yet, so Bank Of America 's records show that I had paid double the amount due, when in reality I had only successfully paid XXXX. 
* XX/XX/XXXX The " returned payment '' I was notified of on XXXX did not post to my account until XX/XX/XXXX, nearly XXXX weeks later, now impacting the next billing cycle. 
* XXXX Next automatic payment was set but was submitted at a different value than what BoA 's system said was due, ultimately due to BoA 's untimely systems and unaligned process -- effectively, Bank of America changed the amount due after the statement was closed and after the bill was sent out to me. The " Automatic Payment Calue '' is not the same as or linked to the " Statement Balance ''. After the statement period was close, BoA retroactively adjusted the balance to reflect a returned payment. Based on that, my automatic payment ( which BoA controls and sets ) was not the correct value. The excess value ended up unpaid for a cycle. 
* XX/XX/XXXX I received notification of interest charge. Immediately called. Interest charge resolved and I paid entire balance ( not just statement ) of {$9300.00} on the phone in order to avoid future issues. Service rep said I had everything set up correctly and wouldnt have any issues moving forward. 
* XX/XX/XXXX XXXX weeks later, BoA 's automatic payment system took another {$9300.00} directly from my checking banking, a duplicate payment of what I paid on XX/XX/XXXX ( the {$9300.00} payment included several days from the following statement period that was still open, hence the difference in value ). Effectively, Bank of America took an additional {$9300.00} out of my checking account, leaving my credit card balance at a negative - {$6100.00}. 
* XXXX. Immediately called to correct. Was told it would be XXXX business days. I said that was not acceptable. I escalated to a manager while still on the phone and was told it would be XXXX business days. 
* XXXX. XXXX business days later. No refund received so I called back in. Escalated to a XXXX who told me she had never heard of XXXX business days but that it should come in XXXX business days and told me it should arrive tomorrow. I asked about the statement closing period and the rollover that created this problem. She said it would be fine. 
* XXXX. XXXX business days later. Called in and spent XXXX hrs on the phone, escalated to XXXX different managers ( including XXXX, XXXX, and XXXX ). Was told that the previous XXXX managers on XXXX and XXXX had given me blatant disinformation. XXXX offered to pull my claim from XXXX queue to another that would only take XXXX business days ( but i am already XXXX business days until the XXXX business day deadline. XXXX took my number and said her manager would be calling me the next day XXXX between XXXX XXXX EST. I never received a call back. 
* XXXX. My calls to customer service were blocked through the app so I had to call in through a separate hotline and get rerouted. I called back in, agent said he had never heard of call backs, especially managers calling back. And said that the XXXX business days and XXXX business days were unheard of. And again he apologized for blatant misinformation by other service members. He said reimbursement should arrive by XX/XX/XXXX ( which is a Sunday ). 
* XX/XX/XXXX {$9300.00} was returned to my personal checking account after 12 days. The TILA mandates that such a refund shall be issued within 7 days of consumer request. BoA blatantly violated this regulation, and made no attempt to correct. I was repeatedly told that the XXXX was 10 days for any sort of refund, meaning BoA 's baseline refund timeline is already in violated of the TILA. 
* XX/XX/XXXX payment due XXXX was {$0.00} printed on the statement that was mailed to me, but statement balance due XXXX showed {$31.00} in BoA 's system. Rep that statement closed on XXXX, but refund was issued XX/XX/XXXX so it changed the balance. I repeatedly asked for the rep to show me where I was supposed to know that I owed {$31.00}, since my bill said {$0.00}, and he was unable to produce any notification. The only thing he could reply with is telling me that his systems showed him I should have pad {$31.00}. No where was I notified that I owed a payment, the statement printed and issued to me said there was a {$0.00} balance. I was assured since only XXXX payment past due wont be reported. 
* XX/XX/XXXX currently still a negative balance on my card, and Bank of America has yet to issue credit. My payment to close my credit card was sent on XX/XX/XXXX, however, my online account still shows that my last statement balance is over {$3500.00} even though I have already made payment. 

Bank of America 's systems for autopayment and determining the Statement Balance are at best fundamentally broken and disconnected, and at worst, outright fraudulent and predatory. Any company that, days after a statement 's closing date, will retroactively update the Statement Balance without any notice to the consumer is deceitful. Keep in mind, BoA only retroactively updated their statement balances when it directly benefited them ( i.e. processed a returned payment 5 days later so that the balance due to BoA INCREASED ), and BoA not once retroactively updated a statement when it DECREASED the balance I owed them. This negligence and predatory behavior created a XXXX cycle that cost me over XXXX hours on the phone with BoA customer service agents , all of whom were powerless to correct any of these issues, and directly impacted my ability to pay my bills during the time that BoA held nearly {$10000.00} of my money for 10 days. These issues started relatively small, but each month cascaded, creating larger and larger problems until I determined I could not continue to risk my finances with this company. In the end, my only option to escape this fraudulent and predatory cycle and protect my credit and finances was to cancel this card.

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