Consumer complaint received 2025-08-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
I took out a XXXX XXXX loan with Bank of America during XXXX 2025. I had a personal emergency and had to cut corners in places where possible. I saw that BOA allowed you to defer your payments if done in advance in a timely manner. I deferred and used that money towards my emergency. 

In XXXX, I started receiving emails that my account may be considered late. I couldn't figure out why, so I called into BOA to speak with a rep. The rep informed me that a payment is still due even with a deferral. I informed him that BOA 's site does not clearly state that. That anywhere else, a deferral postpones a payment or moves it as the last payment. He stated that was not the case with them and that I would have to make another payment in order to cover the " deferred one ''. 

After that, I made a partial payment each check in XXXX and then paid it off in XXXX. I received confirmation that all my payments were considered on time and that the loan was successfully paid off. So, I was surprised when I checked my credit report first week and XXXX and saw my numbers significantly decreased. 

I discovered the reason was BOA reporting my XXXX XXXX loan as delinquent. I then spent that weekend trying to get help. I was transferred XXXX different times resulting in a total phone time of 2 hours. The fourth person I was transferred to informed me she was not the correct person either and to call back on Monday when that department was open. I called that first Monday, spent about one and half hours, only one transfer this time, to have a dispute submitted. I was informed it would take 10 business days and given my case number.

Those days passed and not only did I never get confirmation that a request was submitted, but I also didn't get any feedback at all. So, I called in again, took about two hours for the rep to not locate my claim and file another one. No confirmation or feedback received this time either. 

Today, the chat feature was available, so I chatted in to see if I could get a status update. I chatted with XXXX who responded to me as though she was a robot the entire time. I have worked in call centers, so I get wanting to keep your numbers good and moving on to the next as quickly as possible, but I felt as though I was another number, and since I am not a wealthy client on theirs, she stuck to script answers and did not truly take the time to hear me or help. XXXX stated that BOA has the right to report an account delinquent if there are two missed payments in a row. I asked how I had two missed payments when my XXXX payment went to XXXX 's, and I paid in XXXX after and then paid off the account in XXXX. She stated I had to pay BOTH XXXX and XXXX at the same time in order to be considered on time. She also concluded the chat without seeing if I needed anything further. I was in the middle of chatting when she ended the session. Her words before that were all scripting. There was no offer to dispute the findings or additional steps I could take. 

BOA does not provide convenient ways to contact them. I can not spend another hour plus on the phone or chat ( hoping they don't leave preemptively ) just to complain on their poor customer service, lack of care, and hope that they take another look at my case. I feel this entire experience showed the dark side of BOA. I have been a client of theirs 's for years and never been treated so poorly as I was during this. How do they expect people to know how they view deferments or " missed payments '' when their own reps don't know these ends and outs. XXXX didn't even know why it was considered a missed payment. She had to put me on hold and research or ask. I feel defeated because I was treated like trash and not heard. None of that was clearly stated when I called in nor while I was on their website. As thorough as I am with things, BOA got me this time. Please be weary and willing to spend hours with them to get nowhere.

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