On XXXX/XXXX/16 I authorized an online bill payment through my Bank of America ( BOA ) online bill pay for {$93.00}. The payment was processed and remitted to the intended recipient, XXXX XXXX XXXX XXXX. Two weeks later I received a call from XXXX explaining that my payment was never received and I was being charged a {$37.00} late fee. I called BOA and spoke to a lady in the fraud department who told me " there was nothing BOA could do about it '' and provided me with reference number XXXX ( I attached the recorded phone call. I was told to give that number to XXXX and they will be able to find my payment. I doubted the information would help and explained to the representative that I need more information. Instead, she cold transferred me to another department, where they were so busy they could n't take my call. I spent the next hour trying to reach someone in BOA who could help me. Ultimately, I reached someone in the Bill Pay department who told me that I never sent an online Bill Payment for {$93.00} to XXXX. I told her the amount came out of my account and provided her with the reference number given to me earlier. She stated the reference number I was provided didnt help. She offered to conitnue transferrring me around to other departments. After much frustration and confusion, I checked my online bank account again. I confirmed that on XXXX/XXXX/16 an online billpayment was sent to XXXX for {$93.00} and this time was able to get a Payment ID # XXXX. I 'm not sure why the Bill Payment representative told me that I never remitted such a payment to XXXX. The online banking service clearly states " XXXX : BILL PAYMT ID:XXXX : XXXX XXXX XXXX ID : XXXX. '' Now, my BOA account is minus {$93.00} and BOA has no idea what happened and tells me " there is nothing they can do about it. '' The intended recipient of the payment never received the payment and BOA states it was " never sent to begin with on my part, '' which is obviously inaccurate. I 'm being charged a late fee by my other bank for {$37.00}. 
