Consumer complaint received 2026-04-22 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: SC

Complaint narrative:
I am writing to submit a formal complaint regarding the payment functionality associated with my Bank of America credit card account using Bank of America 's online portal, specifically paying a bill. My objective is straightforward, I want to make a consistent fixed monthly payment that is greater than the minimum payment in order to reduce my balance efficiently and minimize interest over time. Despite multiple attempts using the available tools, I have been unable to establish a simple recurring payment that achieves this goal. I have attempted the following methods : XXXX ) Recurring Autopay ( Credit Card Settings ) The system only permits XXXX options : minimum payment, statement balance, or minimum payment plus an additional amount. Because the minimum payment is recalculated each month, selecting minimum plus additional amount results in a consistently declining total payment as the balance decreases. This structure prevents me from maintaining a consistent fixed payment and instead extends the repayment period unless I manually intervene each month. XXXX XXXX Bank of America Bill Pay ( Internal Transfer ) I attempted to set up a recurring fixed payment through Bill Pay. However, the system does not allow me to add my Bank of America credit card as a payee. As a result, I am unable to establish a fixed recurring payment through this channel. XXXX ) Future-Dated Payments I attempted to schedule payments in advance to replicate a recurring payment structure. The system only permits payments tied to the current statement cycle and does not allow scheduling sufficiently far into the future to create a stable, ongoing payment pattern. Taken together, these limitations mean that I can not establish a consistent fixed monthly payment using Bank of Americas internal systems. The only way to achieve this outcome is to manually adjust payments each billing cycle or use an external financial institution, i.e. I can send the money out of Bank of America I want to use to pay my credit card bill, then send it back in again via another Banks bill pay system. I am currently within a promotional 0 % interest period, however this issue will become significantly more impactful once the promotional period ends and interest begins to accrue. More broadly, this limitation is especially relevant for consumers who are attempting to proactively and efficiently manage and reduce revolving debt in a disciplined manner. This concern is heightened by the fact that I have previously been able to set fixed recurring payments on this very same account the prior time I used it for a balance transferXX/XX/XXXX years ago. The removal or restriction of this functionality represents a regression that now creates unnecessary barriers to responsible debt repayment. From a consumer standpoint, the combined effect of these limitations across multiple payment channels, including autopay, bill pay, and payment scheduling, appears to systematically prevent the establishment of a fixed recurring payment amount. The practical outcome of this design is that payments tend to decrease over time unless actively managed, which can prolong repayment periods and increase total interest paid. While I am not alleging that I am unable to make payments, I am concerned that the current system design does not adequately support consumers who are attempting to consistently accelerate their debt repayment using standard automated tools. I respectfully request that this matter be reviewed to determine whether : The removal of fixed recurring payment functionality is appropriate Consumers are being provided with reasonable tools to manage and reduce debt efficiently The current design may have unintended consequences that disadvantage consumers attempting to proactively repay debt while maximizing chargeable interest on outstanding balances Thank you for your time and consideration. Sincerely, XXXX XXXX

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