Consumer complaint received 2025-08-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Whom It May Concern : I am filing this complaint against Bank of America regarding the handling of a late payment on my account. While the account was reported as 30 days past due, I believe the bank acted unfairly by failing to contact me through available means, refusing to exercise reasonable discretion, and causing disproportionate harm to my credit profile. 
Background I have maintained an excellent credit history with Bank of America for many years, with a spotless record prior to this incident. My husband, who normally manages our household finances, has been XXXX XXXX XXXX XXXXXXXX and struggling with XXXX due to the effects of XXXX 
Because of this, he had stepped away from the computer and bill management responsibilities. I am XXXX XXXX  and rely on my husband for these tasks. 
What Happened Bank of America marked my account as 30 days late after I missed a payment. I did not receive the usual reminder emails because of a technical email delivery failure. Messages were stuck on the server and did not appear in my inbox until around XXXX XXXX. The bank made no effort to notify me using my recovery email address or any of the other contact information they had on file. I only became aware of the missed payment when I received a collections call, at which point I paid the balance immediately. 
Attempts to Resolve I contacted Bank of America multiple times and explained my circumstances, including : - My husband 's XXXX XXXX and inability to manage bills. - My own XXXX XXXX - The fact that I had already provided full account information for auto-pay, which for some reason never registered. 
I offered to update my information, formally enroll in autopay, and provide written assurance this would not happen again. Despite my spotless payment history, I was told : " If we did it for you, we'd have to do it for everyone. '' Documentation Provided I submitted a letter from finity confirming technical issues with my legacy email account. While I am no longer an active customer, I still maintain the old email address. 
Messages remained stuck on the server until the issue was resolved, at which point all Bank of America reminders appeared in my inbox. 
Harm Suffered As a result of this incident, my credit score dropped by XXXX points. My score had been close to XXXX, and is now below XXXX, which directly impacts my ability to obtain credit at favorable rates. 
I believe this penalty is disproportionate, given my spotless record and immediate payment once I was notified. 
Why This Is Unfair - Bank of America made no effort to use alternate email addresses or contact information they had on file. - They refused to consider my spotless history or unique hardship circumstances. - Their refusal to grant a one-time courtesy adjustment demonstrates a lack of flexibility and customer care. 
Requested Resolution I respectfully request that Bank of America remove the 30-day late payment notation from my credit history as a goodwill adjustment. I am now enrolled in autopay and have taken steps to ensure this will not happen again. This was a unique situation that does not reflect my

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 monetary relief