Credit card or prepaid card -- Problem when making payments -- Complaint #6725317
Complaint Overview
Complaint ID: 6725317
Company: Bank Of America, National Association
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Illinois
ZIP Code: 60654
Date Received: 2023-03-20T12:00:00-05:00
Date Sent to Company: 2023-03-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
For background : I recently experienced fraud on this account ( my phone was stolen, which contained this card in XXXX XXXX ), and BofA followed typical procedure and cancelled the old card and sent me a new one. For the past several weeks, when I attempt to go online to schedule a payment, I get an error messaging stating that I need to call customer service. After waiting a very long time on hold on the first call, an agent scheduled my payment but said that they were not sure why this was happening to me. They committed to getting back to me within 2-3 days. Two weeks later, I had not received a response, so I attempted to use the online feature again, and it still was not working. When I called, the second agent that I spoke to ( despite calling the exact XXXX # that the website indicated I should call ) tried to convince me that bill pay was XXXX because I had missed a payment ( how is that an acceptable solution? ). I informed her that I had not missed a payment, to which she insisted that I was wrong without providing any details. I then read the past two statements to her ( statement date, previous balance, amount due, due date, evidence of payments, confirmation numbers, etc ) and explained to her that what she was saying wasn't possible because the statement date for the charge in question was AFTER the date that she said the payment was due - said another way, I did not owe any money on the date she mentioned, and the charge that she was claiming was overdue is not due until XXXX XXXX, for which I have a scheduled payment and was able to provide a confirmation number. She did admit that she was incorrect, which is just unbelievable for a bank this large and systemically important, but then still could not solve my bill pay issue. At this point, it feels like Bank of American is trying to make paying bills difficult so that they can generate late fees. I'm happy to be wrong, but the evidence is not convincing that there are other motivations.
Frequently Asked Questions
What is Complaint #6725317 about?
Complaint #6725317 was filed against Bank Of America, National Association regarding Credit card or prepaid card specifically about Problem when making payments. It was received by the CFPB on 2023-03-20T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.