Consumer complaint received 2024-11-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I opened a new Bank of America credit card back in XX/XX/year>. Was approved for XXXX. I paid the account in XXXX and XXXX. I set up auto pay for monthly payment. After the setup of auto-pay, I believed I was current on my monthly bill. I never received notification that I was in the rear with my payment. I received no email, no mailing or call that I was late on payment. After 30 days, it hit my credit report, and I got notification from the credit watch I have and noticed of delinquency. I thought originally it was fraud because I always paid my accounts, and that was my first instinct. After research, I found it to be my new account missing over 30 days payment. I called BOA and paid the account up to date plus extra because I was surprised my auto pay was not in effect. The customer service representative stated my account had auto pay, but my checking account auto pay was not fully activated. So, I followed the extra steps that were needed to have the bank account fully operational. Possible glitch with payment. I also asked why no mail was sent to us advising of no payment. They stated it was emailed, and I stated no email was received. They stated the email was sent. I asked to verify my email. I said that's not my email and had it corrected. They also stated that they do not send mailing if email is picked as a way of response. I said when a payment is missed, all resources should be taken to help get the information to the customer. Since I had no information, how was I supposed to correct an issue that I do not know is happening. I told the associate to please change everything back to mailing and did not want email. To sum it up. So the following errors were corrected due to a glitch with my payment, which is now resolved. 

Payments are going through as it should have prior to this incident. Corrected I also updated the email address to the proper email address as well. 

I also changed my email to regular mail so I may receive it in my mailbox not email. Billing, late notices, and any other notifications possible. 

In closing, I would like to say I have many accounts with not one late over 30 days in the 20 years I have credit. I did not know my auto payment was not working. I did not know my payment was late. I did not know i was delinquent past 30 days. It's a new account, and I had the ability to pay on time. I'm currently paying on time after auto pay was fixed. My history of 20 years not having over 30 days lateness has never happened. I'm able to pay the monthly payment with no issue. Unfortunately, I fell into a perfect storm, and I did not know my account was late and delinquent. The day I found out of the situation I paid the full amount I owed by calling and speaking to a customer representative, and they helped correct the issues. 

I believe the bank should listen to the customer on an individual basis and help customers that have made all attempts to pay the monthly bill on time. It seems like my evidence is not well enough. The bank that opened a new credit card and gave me a XXXX k credit limit is the same bank that is hurting my credit so I may not be able to be successful with other banks when looking at a missed payment. The future creditors will think I can not afford to pay my bills or I'm delinquent in paying my bills on time. Which would be a false narrative. I was paying and thought my auto pay was in effect. They will not have known that I was never informed of the payment being late. The creditor looking to give me credit will use a false tense to their decision of my future APR and credit because of a negative report. which, in my view, is being used as a weapon to hurt me and my family. I take credit very seriously and respectfully. I have shown my responsibility as a tenured XXXX credit holder with clean credit. Please take into account my evidence of truth testimonial. Even the associate at the bank said it is wrong that they put a negative report it should be changed. One supervisor stated she is going to put a second request to have it removed. When I called for that supervisor, who stated to me, she would call me back, but never did. But her colleague stated to me that she can get in big trouble for what she did to request a second request. The second supervisor also stated that she felt it should have been removed but can not comment further in fear of her job being on the line. This is all on recording with the bank calls. How should I feel that a supervisor can not help because of retaliation of helping a customer from the company she works for. In essence, a supervisor feels you are right but is being held hostage by the company not to help the customer. Which was stated to me on a recorded line. So imagine they are using the credit system as a weapon to hurt the customers and as well as hurt the employees who work for them to get reprimanded for helping a customer. It's very concerning to me ask for a full investigation into this claim. Thank you

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