Consumer complaint received 2025-10-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
I am writing regarding my XXXX XXXX XXXX XXXX XXXX account ending in XXXX through Bank of America. I received a letter dated XX/XX/year>, notifying me that my account was closed due to returned payments. However, these returned payments resulted from an autopay processing error within Bank of Americas system, rather than any missed or unauthorized payment on my part. I am requesting that the closure be rescinded or reclassified and that the associated credit-bureau reporting be corrected.

Below is a detailed, chronological account of the relevant events, and the supporting documentation referenced is attached to this complaint. : 1.Figure 1 : On XX/XX/XXXX, an autopay draft for {$3000.00} was attempted from my external checking account. I had been enrolled in automatic minimum-payment drafts for several years, so this unexpectedly large pull was inconsistent with my normal settings.

2.Figures 23 : The payment was withdrawn on XX/XX/XXXX and returned on XX/XX/XXXX, incurring a {$35.00} fee from my external bank. On XX/XX/XXXX, the same payment was automatically reattempted and returned again on XX/XX/XXXX, producing another {$35.00} fee. I was first notified of the original return only on XX/XX/XXXX, while I was traveling for my wedding and not monitoring my email closely ( Figure XXXX ). 

3.Figure 4 : After returning home, I made the minimum payment on XX/XX/XXXX and then paid the balance nearly in full within two weeks ( {$3000.00} on XX/XX/XXXX and {$7000.00} on XX/XX/XXXX ). I assumed this resolved the issue.

4.Figure 4 : Despite this, on XX/XX/XXXX, Bank of Americas system submitted another payment request for an outdated statement amount of {$4200.00}, even though my balance was already paid and, due to this error, temporarily overpaid by several thousand dollars.

5.Figure 5 : That duplicate ACH was returned on XX/XX/year> and again on XX/XX/year>, causing {$70.00} in additional overdraft fees. These repeated pulls were clearly system errors that failed to recognize the prior payments totaling over {$10000.00}. 
6.Figures 67 : I then received multiple contradictory messages from Bank of America . On XX/XX/XXXX, I was notified of insufficient funds ( Figure 6 ), but one day later I received an Auto-Pay payment not sent No amount due email showing that no payment was due for the scheduled XX/XX/XXXX payment ( Figure 7 ). This second email reinforced my belief that the account was settled and that autopay was functioning correctly. There was no subsequent communication after this point about the second returned payment, or about any changes to the payment due on October 13.

7.Figure 8 : On XX/XX/XXXX, I received another email indicating that my next payment was scheduled normally. However, unbeknownst to me, the account was marked past due because of the presumed reversal of the payment due XX/XX/XXXX. I received no notification of the payment reversal ( the last I had heard was that no payment was due via the XX/XX/XXXX email ), or of the account being past due at any pointonly a sudden closure notice weeks later.

8.Figure 9 : The closure letter cited the reason You sent us payments that were returned. This can only refer to the duplicate autopay errors described above. I have never missed any other payments and have no delinquency on this or any other account. My credit reports confirm a perfect payment record, so this adverse action appears to have been taken internally based on returned-payment codes created by the banks own processing error. 

I have always maintained good standing with Bank of America, and this error has already negatively affected my credit utilization and score. I have attempted to call Bank of America multiple times, as well as messaged them using the secure messaging function on their website. Each time, they have insisted that there is nothing they can do to help me, nor can they provide any more specific reason as to why the account was closed.

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