Consumer complaint received 2024-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Bank of America ( BoA ) changed their Bill Pay feature in XX/XX/2023 for their business account users. The new feature for online payments is now Payments and Invoicing, which supports the faster submission of electronic payments payments to vendors. I used the BoA Payments and Invoicing feature to make two mortgage payments on XX/XX/XXXX and XX/XX/2023, each in the amount of {$3600.00} to XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for a total of {$7200.00}. Neither payment was ever received by XXXX to this date, and to avoid going into collections or foreclosure I had to remake these two months payments to CCM to remain current on my mortgage. I have had countless calls and filed claims on the missing payment with BoA, but the BoA Payments and Invoicing team refuses to provide written documentation demonstrating that the electronic payment was indeed received by XXXX XXXX XXXX 

The bank has verbally informed me of the bank, routing number, and last four digits of the account that supposedly received the funds, but they will not put the information in writing, so I can provide it to XXXX XXXX XXXX for them to investigate. Unfortunately, the only record I have is that the electronic funds were successfully pulled from my account from the online payments and invoicing feature that was supposed to be sent to XXXX, but no confirmation that the funds were received and where they were electronically received. 

Furthermore, BoA has only been willing to verbally state they use XXXX, a third-party ACH processor to send the electronic payment, but XXXX has XXXX they have no record of the payments in their system although I provided the electronic reference number that the funds were pulled from my account. Neither XXXX nor XXXX can verify these payments were made and BoA is only providing documentation that the funds were pulled from my account. 

An electronic payment should be traceable and include where the electronic funds were sent confirmed receipt, and all the payment details. The BoA Payment and Invoicing feature has been buggy since the rollout in XXXX and honestly is far inferior to XXXX XXXX which provides users with documentation of checks processed and received by payers. Information that was saved in the fields ( account number and email ) when I set up the payee in the Payments and Invoicing is now blank. 

At the moment, I have {$7200.00} that is missing that I can't afford not to have. Since XX/XX/2023 I have been trying to locate my funds to get it returned with no luck. BoA 's unwillingness to verify that my mortgage payments were received electronically by XXXX XXXXXXXX XXXX  feels like their electronic payment and invoicing feature is not transparent and can allow fraud to occur. Front-level customer service and the research teams have been unsuccessful in getting access to the information they should have to answer basic questions about electronic payment delivery information. I need my complaint escalated to a higher-level management team who has access Bill.com, electronic payment receipt information, and the back-end office to locate my funds. If this matter continues to remain unresolved I will go to the media.

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 non-monetary relief