Consumer complaint received 2026-05-27 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: NY

Complaint narrative:
CFPB Complaint Bank of America : Autopay Failure, Failure to Deliver Required Billing Statements, and Resulting Credit Harm I am filing this complaint against Bank of America regarding a series of failures that resulted in delinquencies on my credit report and significant credit harm, stemming directly from the banks failure to deliver billing statements as required by law. 1. Autopay Setup Failure I set up autopay through the Bank of America mobile application. During setup, the application experienced repeated crashes. After persisting through these failures, I received in-app confirmation that autopay had been successfully established. Despite this confirmation, payments were not processed, resulting in two delinquent payments totaling approximately {$60.00}. 2. Failure to Deliver Required Billing Statements Bank of America is legally required under the Truth in Lending Act ( TILA ) and Regulation Z to deliver periodic billing statements to cardholders. Bank of America failed to deliver these statements neither by U.S. mail nor by email for the billing cycles in question. As a result, I had no visibility into the missed payments and no opportunity to correct them. I only became aware of the delinquencies when they appeared on my credit report. When I raised this with Bank of America, representative XXXX XXXX stated that the bank could confirm statements had been sent, but when I requested documentation as proof, she was unable to provide it. A second representative on the escalations and collections team, XXXX [ last name unknown ], explicitly refused to furnish proof, stating outright that he would not do so despite indicating the information was accessible to him. The bank has no proof of delivery because the statements were not sent. XXXX. Credit Limit Reduction Bank of America reduced my credit limit significantly. While the reduction itself is not my primary concern, it was made on the basis of delinquencies that I was never informed of delinquencies I could and would have immediately resolved had I received the statements I was legally owed. The reduction is therefore a direct consequence of Bank of Americas own failure. 4. Missed Opportunity for Resolution XXXX XXXX XXXX XXXXr I was contacted by a Bank of America XXXX XXXX XXXXalth manager soliciting me to move accounts. During that call, I raised the credit limit reduction. He committed to investigating and following up. He never called back. Had he done so, the underlying delinquency issue could have been identified and corrected promptly, preventing further credit harm. XXXX. Inconsistent Information and Unresolved Status Across multiple calls, I have received conflicting information from different Bank of America representatives regarding resolution timelines and applicable policies. I have paid late fees under protest, as the delinquency resulted from a confirmed autopay failure on Bank of Americas platform combined with their failure to deliver required statements.

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