Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Sometime in early XXXX I received a letter from Bank of America stating they were attempting to collect a debt from me. Based on the information they provided in the letter I could determine this was related to my credit card. I logged into my account and saw that my account was in fact past due despite having auto pay set up. Confused, I called Bank of America on XX/XX/year>. The representative initially explained to me that my auto pay was cancelled sometime between XXXX XXXX XXXX ( I do not recall the exact date ). The reason it was cancelled, according to the representative, was because there was an issue with my bank. However I pointed out to the representative that simply wasn't possible. My XXXX autopay payment cleared on XX/XX/year> without any issue, so how could Bank of America possibly know there would be an issue with my bank that would cause autopay to be cancelled nearly a full month before my next payment was due, on XX/XX/year>. The answer is they couldn't- so therefore the cancellation was clearly of Bank of America 's doing, which the representative acknowledged. I made the past due payment to bring my account current and re-setup auto pay with the representative over the phone. This can be verified through my XX/XX/year> statement which shows said payment as well as the refunding of late fees associated with the issue. 
On XX/XX/year> I received an email from Bank of America stating my credit line had been reduced. When I logged into my account, it was past due again and auto pay was not set up. I called Bank of America to find out why, once again my account was not on autopay, despite setting it up with one of their representatives during my previous encounter. The representative I spoke with tried to tell me again about autopay being cancelled because of my bank in XXXX, etc. I explained everything I previously stated to which the representative did not have an answer as to why I was still not enrolled in autopay. I again made the past due payment to bring my account current and set up autopay over the phone with the representative.

If Bank of America is going to offer the convenience of autopay as an option for their consumers, then I feel as a consumer it is their responsibility to uphold that convenience and I should have the piece of mind that once it is setup, my payments will be made on time, without consequence to me. As of the time of this complaint, I have no faith, that despite setting up autopay a third time, my next payment will be received. Opening a letter stating they are attempting to collect a debt is startling to a consumer who is under the impression their
account is current. Having to take time out of my day to sort out an issue of their doing, while being patronized the issue is with my bank, is frustrating and inconvenient. And having my line of credit lowered, something that affects my credit card usage percentage, and therefore my credit score has a direct impact on me. I have submitted for my credit line to be increased back to it's original limit, but have little hope it will be approved. At this time I am being
penalized despite not creating this issue but have still actively taken numerous attempts to resolve.

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