Consumer complaint received 2026-04-28 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: NY

Complaint narrative:
I made {$13000.00} across XXXX payments between XX/XX/XXXX and XX/XX/XXXX on my BoA Travel Credit Card when the minimum payment for the month was {$440.00}. I have XXXX sub-balances on this card and their balances as of the statement ending XX/XX/XXXX were $ XXXX 20.49 % APR and {$11000.00} @ 0 % APR until XX/XX/XXXX. I have made no new purchases on the card since this statement was issued. The way the terms of the card work, the minimum payment gets applied to the 0 % balance and anything beyond that should be applied to highest interest balance. After making {$2500.00} in payments on XX/XX/XXXX and XX/XX/XXXX, I called in on XX/XX/XXXX to check how much of those payments had been applied to which balance and asked what I needed to pay in order to fully clear my interest-bearing balance. That is when I found out that more than {$440.00} of my {$2500.00} payments had been allocated to my 0 % interest balance, hundred of dollars more than should have been, as the interest-bearing balance was not reduced by the correct amount after the payment. I spent almost 2 hours on the phone and was told that a report was being made so a case manager could be assigned and that they would be waiving 3 months of interest on the account as a result of the issues. I also asked them what I needed to pay in order to fully clear the interest-bearing balance and was told {$10000.00}. I then made this payment over the phone with a supervisor who put a note on the account that this was meant to take care of the interest-bearing balance in full. I noted and complained again that in the end I would be making {$13000.00} in payments when I should have only been charged the {$440.00} minimum plus the {$12000.00} and any interest accrued on top. Assuming that we are talking about half a month here, at a 20.49 % APR we are talking about approximately {$100.00} in interest on top. This means that I should have only had to pay {$12000.00} + {$100.00} + {$440.00} = {$12000.00} to clear this balance this month. I have already paid Bank of America {$340.00} beyond what I should have and they incorrectly applied this to the 0 % balance instead of the interest bearing balance. Now, to make matters worse, after paying the {$10000.00}, I called again today to verify that everything went through and have now been told that I still have a {$360.00} interest-bearing balance on my account and they have once again over-applied that {$10000.00} payment towards the 0 % balance. In addition, I received an e-mail back from the Bank saying they would be denying the 3 months of interest credit that was offered yesterday by the previous agent I spoke with. I have now been on the phone with a different supervisor asking them why I am having the same problems twice on the same account with payments being misapplied and reminded them that this left me, the customer, paying more interest on a higher balance as a result. Despite many efforts to get me to think that it all made sense, I ran through the numbers with the supervisor I spoke with and she was eventually coming up with the same figures I was too and agreed it didn't make sense. She tried to get the previously offered credits approved and was denied and then when she went to the Balance Transfer team to talk about this, they claimed everything looked fine, provided no explanation, and refused to come the phone after I asked to speak with them and explain themselves. After saying I was considering closing my account, I was told they would come to the line, was then put on an additional 20+ minute hold, and then got sent back to an entry level agent who knew nothing about the case after 2+ hours on the phone. I went through things with the new agent only to see they misallocated my payment a third time in XXXX as well, only this time less than the minimum payment was applied to the 0 % balance and it was overallocated to the interest-bearing portion. The agent then kept overtalking me instead of explaining himself and after 2.5 hours on the phone, realizing it was going nowhere, I had to disconnect the call and write this complaint. So, essentially, the bank knows it has misallocated XXXX payments, has been passing me around like a football wasting 4+ hours of my time, is making extra interest on the misallocation, has been paid {$340.00} ( likely a little bit more when considering how I calculated the interest ) more than they should have been to clear the full balance already, and is still demanding {$360.00} on top. Even if I were to pay the {$360.00}, based on my experience, they would misallocate this too and I'd end up paying a little bit more. This seems like a trap to confuse and take advantage of the customer and in the end BoA will be attempting to extract an extra ~ $ XXXX beyond what is due from me in order to clear the interest bearing-balance out. The total amount paid if I pay the {$360.00} on top would be {$13000.00} when, again, the amount to clear it all should have been no more than {$12000.00}. This does not account for extra interest that accrues on the larger interest-bearing balance that was left after the first misallocation or any interest that is now accruing on the {$360.00} remaining owed due to the second misallocation ( or any potential third misallocation if the {$360.00} gets paid and doesn't get allocated correctly for a third time ). I am being overcharged on interest as a result of this. The Bank is refusing to correct the misallocation or provide an explanation other than to say " that happened, yes ''. So far I have had my time wasted, my money wasted, been taken advantage of by one of America 's largest banks, and they refuse to take the time to either deal with it or even honor the compensation they said they would provide. This is shameful and wrong.

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