Consumer complaint received 2026-02-12 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: CO

Complaint narrative:
I fell past due on my credit card payments with Bank of America, and entered into a settlement agreement on XX/XX/XXXX for 45 % of the balance owed. This was set up via phone. The balance was {$11000.00} and the settlement amount was {$4500.00}. 

The installments were {$1500.00} due XXXX  XXXX, XXXX, {$1500.00} due XX/XX/XXXX, and {$1500.00} due XX/XX/XXXX. 

The first two payments were processed successfully prior to the due dates ( first payment processed XX/XX/XXXX, second payment processed XX/XX/XXXX ), but the last payment was not processed by Bank of America. 

On XX/XX/XXXX, I received an email stating that I no longer had access to ebills through my online account, which I thought was because the account was settled and closed. I received numerous conflicting emails from them, stating different amounts were due on my account, starting on XX/XX/XXXX, 3 days after the settlement agreement was agreed to. 

On XX/XX/XXXX, I noticed that the money had not come out of my bank account, and I called Bank of America to see what happened and make a payment if it didn't go through. They informed me that my settlement agreement was revoked on XX/XX/XXXX, and that the full balance on the account was now due. They also stated they had no record of a scheduled payment for XX/XX/XXXX, but would not provide me with access to my online account. They also refused to provide copies of any notices/letters documents associated with my account, and said they would only email me statements. They refused to reinstate the settlement agreement or accept the last payment of {$1500.00} as payment in full. They also refused to allow me to file any type of complaint with Bank of America 's complaint division, and assured me that they would file the complaint internally, but did not provide any type of confirmation or confirmation number, and said that I would not be notified of the status of the internal complaint. 

I find it highly suspicious that the first two payments were processed without issue, but the last scheduled payment was mysteriously cancelled, access to my account was revoked, and the settlement agreement was vacated without notice. To me, it feels like they intentionally did not process the last scheduled payment and removed access to my account as an excuse to try and get more money beyond what was agreed upon in the settlement agreement. I'm filing this complaint in hopes that the CFPB will escalate and Bank of America will agree to accept the last payment as settlement of the account. 

I spoke to XXXX XXXX, an Escalation XXXX in the Collections Department, and he pretended to not have any idea what the CFPB was when I mentioned that I would file a complaint given the lack of documentation I've been provided regarding my own account.

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