Consumer complaint received 2024-10-16 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: NM

Complaint narrative:
I had autopay set up for two rewards Mastercards. XXXX is for XXXX rewards issued by XXXX XXXX, and the other is an XXXX  XXXX reward card issued by Bank of America. 

In XXXX of 2024, a fraudulent check was drawn on the payment account used for the aforementioned cc auto pays. I closed the account and opened a new account the same day the auto pays were posted. 

XXXX XXXX contacted me, and I immediately reissued the payment from the new account. I then went online and changed the account number for the auto pay payment account. 

Bank of America notified me, and the same day, I reissued a payment from the new payment account. I then attempted to change the autopay but received a message on the website that my account was suspended. I called the XXXX number in the message and was told I had to call the XXXX number on my credit card. I called the XXXX number on my credit card and described the issue. I was told it was in the risk department 's hands and that I needed to contact them at yet a third number. I called the risk management group, and they said, oh, you didn't have a payment due, and we see you made another payment from a new account the day after your payment was returned. They told me everything was fine, my card was active, and in 5 or 6 days, I would be able to make the auto payment change online. 

XXXX weeks later, I went online to change the auto pay and received the message that the account had been suspended again. I called the number on the card and was told that someone must have failed to request the reinstatement of online access, and I should expect to be able to gain access again in 5 or 6 days. As my payment date came near, I went online again to change the auto pay. The system again declared a suspended account. I called the number on the cc again and went through exactly the same routine with a promise of 5 or 6 days. I pointed out that I could not make a payment or change my auto-pay account online. I was asked about payment account information, and it was confirmed that they had the correct new account payment info. I asked if I could make a payment on the phone with her. She said no, I would have to call an entirely different phone number. I agreed but asked if BofA could contact me when the promise of reinstatement had been fulfilled. I was told no. " We will not call you, XXXX XXXX ; you will have to continue calling us or trying it online to see if access has been restored. '' I pointed out that they were preventing me from making a payment, and I was apologized to by the agent and told there was nothing else the agent could do. I then asked for a supervisor. 

A very irritated agent came on the line and introduced herself as a supervisor. I told here the story and again pointed out that I could not make a payment online or change the autopay account online, or make a payment during that phone call. She said it should work in 5 or 6 days. I told her I had been told that for over a month. She said something to the effect that she couldn't help that. I asked if she or the system could contact me when access had been restored. She said no. I said, can I make a payment on the call with her. She said I had to call a different number. I stated that I wanted to pay the balance on the card in question and close every BofA account I had ( comprising a total of two cc 's ). That really irritated her. I queried her on whether BofA would make any derogatory reporting to credit agencies and she said she couldn't say.

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