Consumer complaint received 2026-06-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH

Complaint narrative:
Complaint Against Bank of America - Adverse Credit Reporting Following Autopay Cancellation Without Notice Summary I have been a Bank of America customer since XXXX, with two credit cards and an unblemished payment history that helped me build and maintain a XXXX score in the XXXX for many years. In XX/XX/XXXX, Bank of America reported a 30-day late payment to all three credit bureaus on a {$10.00} balance - the first late payment of my life- after their own system cancelled my long-standing autopay arrangement without notifying me. I learned of the delinquency not from Bank of America, but from a competitor 's credit monitoring service, the day after the damage had already been reported. Bank of America has since refused, in writing, to correct it. Background I have lived overseas for the past five years and relied on autopay precisely so that routine payments would never be missed. Bank of America 's own email records confirm that my autopay operated every month without interruption from XX/XX/XXXX through XX/XX/XXXX - more than six and a half years- funded from my external XXXX account. In XX/XX/XXXX, it stopped. I received no email, no letter, and no notification of any kind that the arrangement had been cancelled. The first indication I had that anything was wrong came on XX/XX/XXXX at XXXX XXXX, in an alert from XXXX XXXX XXXX- a credit monitoring service operated by a competitor - informing me that one of my accounts was more than 30 days past due. By then, Bank of America had already reported a 30-day late payment to all three bureaus- on a {$10.00} balance, after thirteen years of on-time payments. My XXXX score fell from approximately XXXX to XXXX. I would have prevented this, and I can prove it Bank of America had every means to reach me and used them constantly- for everything except the one notification that mattered. They had my correct email address, which they used throughout this period for statements, XXXX score reminders, fraud alerts, and marketing. They had my correct US mailing address, a service I pay for, and which I confirmed with the provider was working and received nothing from Bank of America about this matter. The channels functioned. Bank of America simply did not use them to tell me my autopay had been cancelled, that a balance was overdue, or that my credit was about to be affected. I can demonstrate that timely notice would have prevented the harm entirely, because my two cards became an unintended controlled experiment. Both lost autopay at the same time, from the same funding source. The only difference between them was their statement closing dates : Card XXXX closes on the XXXX of the month ; Card XXXX closes on the XXXX. Card XXXX closed delinquent on XX/XX/XXXX and was reported on XX/XX/XXXX- before I knew anything was wrong. By the time XXXX alerted me on XX/XX/XXXX, it was too late to prevent it. But I acted immediately : I manually posted a payment to Card XXXX on XX/XX/XXXX, XXXX days before its XX/XX/XXXX closing date, and that card was never reported late. The difference was not my conduct. It was six days on a calendar, and the fact that I happened to discover the problem in time to save one card but not the other. The moment I learned of the issue, I resolved it. I would have done the same for Card XXXX had Bank of America given me any notice before XX/XX/XXXX. Card XXXX is direct proof that a single timely notification would have prevented all of this. What Bank of America 's representatives confirmed I called on XX/XX/XXXX and spoke first with a representative named XXXX, then a supervisor named XXXX, who was dismissive, declined to investigate the cause, told me the matter was my responsibility, and offered only to help me pay the balance and re-enable autopay. That call was not recorded. I called again on XX/XX/XXXX and recorded the calls with notice to each representative. After XXXX in North Carolina helped me close my savings account, I was connected to XXXX in the XXXX, New York office, who reviewed my account and stated : " We have been migrating all of our clients over to the new payment system online ... that does look like that happened in XXXX for you so that's when that was cancelled... It was a system event because we moved everybody over from one our payment platform to our new payment platform ... All of our clients that have cards are going to be affected by this. '' XXXX transferred me to XXXX, who consulted her online banking team and said I " should have received '' a website pop-up, a formal letter, and a phone alert - but could not confirm that any had actually been sent or delivered to me. I told her, on the recording, that I had checked my email including spam and junk folders and found nothing, and she did not dispute it. The " phone alert '' presumes an app I do not have installed and never agreed to receive notices through. The " formal letter, '' per my mail provider, never arrived. XXXX also stated that one of my cards " had never been set up on autopay '' - which Bank of America 's own back office contradicted. XXXX in Alabama investigated and confirmed : " They were able to see that it was set up before from your XXXX ending in XXXXXXXX Yes, they were able to confirm that it was for both [ accounts ]. '' XXXX began filing credit correction requests for both cards, but the call disconnected at the 30-minute mark, before she could finish. When I called back on XX/XX/XXXX, XXXX initially offered to continue XXXX 's work, then returned to the same position as the dismissive supervisor : that the matter was my responsibility, that nothing had been filed, and that all required notifications had been sent. I informed him I would be filing a formal complaint. Bank of America 's own records contradict their notification claims Bank of America maintains that notifications were sent. Their own email history shows otherwise : XX/XX/XXXX : the final " automatic payment scheduled '' email - the last in a monthly sequence spanning six and a half years. XX/XX/XXXX to XX/XX/XXXX : a continuous stream of routine emails - statements, XXXX reminders, fraud alerts, marketing- with no message referencing autopay cancellation, a past-due balance, or impending credit reporting. XX/XX/XXXX : Card XXXX reaches 30 days past due. XX/XX/XXXX : Bank of America reports it to all three bureaus. XX/XX/XXXX : a competitor 's monitoring service notifies me. XX/XX/XXXX : Bank of America sends a " Bill Pay service deactivated '' email - five days after reporting me. XX/XX/XXXX : Bank of America sends an " ACTION NEEDED- Before XX/XX/XXXX '' migration email - nine days after the damage was done. Bank of America clearly has the capability to warn customers about exactly this kind of change. In XX/XX/XXXX, when an earlier Bill Pay service of mine was inactivated, they sent a clearly titled " Activity Alert : Service Inactivation for Bill Pay '' - promptly, before any payment failed. In XX/XX/XXXX, when they reissued my debit card, they sent an " Activate Your New Card and Update Recurring Payments '' email - again, promptly, before anything broke. They have the capability, the template, and the established practice. They did not use any of it for the migration that damaged my credit. Whatever the reason, I was given no effective notice before the harm occurred. Bank of America has refused to correct the record I disputed both accounts directly with Bank of America. Their written responses : XX/XX/XXXX ( Case XXXX, Card XXXX ) : " We reported this account as delinquent for 30 days on XX/XX/XXXX. All of the account details we reported are accurate. We have completed our research and consider your dispute resolved. '' XX/XX/XXXX ( Case XXXX, Card XXXX ) : " We're reporting this account has never been delinquent. '' XX/XX/XXXX ( Case XXXX, Card XXXX ) : " Unfortunately, we're unable to change the information we reported to your credit file as you requested. We researched the delinquency and didn't find any errors. '' XX/XX/XXXX ( Case XXXX, Card XXXX ) : " The delinquency you inquired about either does not reflect on this account, or it was not 30 or more days past due. '' These responses answer a question I did not raise. I do not dispute that the payment was late- it was. I dispute that it is fair or accurate to report it as a derogatory mark when the lateness was caused entirely by Bank of America cancelling my six-and-a-half-year autopay without notice. Their investigation confirmed only that the payment was late and ignored the documented, bank-caused reason for it, along with the complete absence of any warning. Under FCRA 623, a furnisher 's investigation must be reasonable ; confirming the bare fact of lateness while disregarding the cause does not reasonably address the dispute I actually raised. There is a notable irony in those four letters : each one reached my address on file without difficulty. When Bank of America wished to deny my request, the mail arrived reliably. When they were obligated to warn me that my autopay had failed and my credit was at risk, that same address received nothing. I am separately filing disputes with XXXX XXXX, and XXXX under FCRA 611. I bring this complaint to the CFPB because Bank of America has already refused me in writing, and I anticipate the same automated re-verification through the bureau process unless the actual basis of my dispute is addressed. Current status Card XXXX still shows " 30-59 Days Past Due '' across all three bureaus over a {$10.00} balance - the mark Bank of America has refused to remove, and the focus of this complaint. Card XXXX shows no late payment ; Bank of America 's own letter confirms it " has never been delinquent. '' Both balances are now {$0.00}. Regulations that appear relevant Regulation E ( 12 CFR 1005.10 ) : A financial institution may not unilaterally terminate a preauthorized recurring payment without proper notice. A generic " your statement is available '' email that does not mention the cancellation does not satisfy this requirement. Regulation Z : Bank of America delivered periodic statements, but a statement is only meaningful notice if the consumer has reason to believe their payment method still functions. Sending routine statements while silently cancelling the autopay meant to satisfy them created a false impression of normal operation. E-SIGN Act : Electronic disclosures must be delivered through channels the consumer can reasonably access. Bank of America used my working email for everything else ; app push alerts presume an app I never installed ; mail, per my provider, never came. FCRA 615 ( a ) : Consumers must be notified before negative information is furnished to the bureaus. I was not. A competitor notified me - a day after the reporting had already occurred. FCRA 623 : Bank of America 's investigation of my direct disputes did not reasonably address the substance of what I disputed. UDAAP ( Dodd-Frank 1031 ) : Cancelling a 6.5-year autopay arrangement without effective notice, then reporting a {$10.00} late payment on a 13-year spotless account, is an unfair and abusive practice that caused substantial, unavoidable harm. A broader concern I do not believe my experience is isolated. The class action XXXX v. Bank of America Corporation ( Case No. XXXX, XXXX. XXXX. ) concerns the same practice of autopay cancellation without notice, and numerous consumer reports describe the identical pattern following this migration. I respectfully ask the CFPB to consider whether Bank of America 's migration notifications were adequate, how many customers were affected, what the bank is doing to proactively correct the credit reports it damaged, and why frontline staff repeatedly characterized a bank-caused system failure as the customer 's responsibility. Customers with fewer resources to fight this - those without the time to make repeated calls, record them, and assemble their own records- are being marked down for something Bank of America did to them. Requested resolution 1. Full deletion - complete removal, not a " disputed '' notation - of the 30-day late payment on Card XXXX from XXXX XXXX and XXXX. 2. Confirmation that Card XXXX is fully clear of any dispute notation, given that Bank of America has confirmed in writing it was never delinquent. 3. A written acknowledgment from Bank of America that the late payment was caused by their XX/XX/XXXX payment system migration, suitable for sharing with business partners or employers during the recovery period. 4. Reversal of any fees or interest arising from this incident. 5. A goodwill credit in recognition of the time required - multiple customer service calls and a written dispute process to resolve a bank-side error- and the ongoing impact to my credit standing. 6. Written confirmation when each correction is processed. 7. Investigation and proactive remediation for other customers affected by the migration in the same way. I have preserved all supporting evidence : Bank of America 's complete email history ( over 1,000 messages dating to XXXX ), recordings and transcripts of the XX/XX/XXXX and XX/XX/XXXX calls, the XX/XX/XXXX XXXX XXXX XXXX alert, all four of Bank of America 's written dispute responses, my credit reports from all three bureaus, and six and a half years of autopay confirmations. I am ready to provide any of it. I spent thirteen years building my credit record and never missed a payment. The single late mark on it exists only because Bank of America cancelled my autopay without notice - not because of anything I did. I am asking that it be removed.

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 explanation