Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
SUBJECT : Refusal to Correct Auto-Pay System Flaw, Retaliatory Balance Chasing ( {$9000.00} to {$4500.00} ), and Abusive Handling of Hardship I am a long-standing customer who maintained a perfect payment history prior to an involuntary medical insolvency. I am filing this complaint because Bank of America is utilizing a flawed automated system to artificially destroy my credit profile and is refusing to manually correct it despite admitting fault in writing. 1. The Flawed Auto-Pay System & Admission of Fault : Up until XX/XX/XXXX, my account was in perfect standing and actively enrolled in Auto-Pay. In XXXX and XXXX, I suffered severe medical emergencies resulting in {$0.00} income. Because I was overwhelmed, I relied on Auto-Pay to continue managing my account. However, Bank of America 's system arbitrarily stopped withdrawing payments due to an internal system flaw where the auto-pay entirely cancels if the minimum due slightly exceeds the set threshold. When I reached out via chat to investigate, Bank of America agent " XXXX XXXX '' explicitly admitted to this system failure, stating : " Oh okay I do apologize that automatic payments did not go through. '' 2. Retaliatory Limit Decrease & Credit Collapse : Instead of helping me recover from this technicality, Bank of America used it to inflict massive financial harm. Between XXXX and XXXXexactly when the auto-pay malfunctionedyour system maliciously slashed my credit limit from {$9000.00} down to {$4500.00}. Because my balance at the time was approximately {$4100.00}, this retaliatory limit drop artificially spiked my credit utilization to nearly 93 %. This limit slashing, combined with the false " late '' reporting caused by your auto-pay failure, was the exact catalyst that tanked my credit score by over XXXX points. 3. Proactive Cures & Acceptance of XXXX : I took immediate responsibility for this technicality. I proactively sent a {$70.00} payment in XXXX. In XXXX, I submitted a {$15.00} Good Faith payment online and requested a Medical Hardship accommodation. In XXXX, I mailed a {$10.00} Good Faith payment via Certified Mail, which Bank of America successfully cashed and deposited. By cashing this check, the bank has established a course of dealing and Implied Acceptance of my intent to pay. Yet, XXXX XXXX refused my hardship proposal, insisting I accept an automated $ XXXX plan which is mathematically impossible on a {$0.00} income. 4. ADA Violation : My documented medical condition strictly prohibits the stress of telephone negotiations. Despite my request for a Reasonable Accommodation under the ADA, the bank refused to provide a direct email for a supervisor and insisted I " have to call. '' Citing the XXXXXXXX XXXX XXXX Consent Order ( File No. XXXX ), penalizing a consumer for a bank system error and taking unreasonable advantage of a consumer 's inability to protect their interests constitutes an " Abusive Act. ''

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