Bank of America Bank Account Or Service Complaint

Bank of America Bank account or service department,

Checking account Making/receiving payments, sending money California

I used their Bill Pay system on -/-/-. The payment never went out so I had to pay a late fee and pay it again a few weeks later. Then when I called today to discuss/investigate - nobody knew who I was. They looked up my account number, nothing. My name, nothing. My zip code, nothing. I have several accounts at this bank and they have chosen to not remember who I am. Finally after an agonizing 30 minutes on the phone, the rep was able to find my account ( what a miracle ) and then denied that I ever made the payment. I have learned today that BofA is not training their people as well as not paying payments that I instructed them to do.