Consumer complaint received 2019-05-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Bank of America shut off my debit card without any type of reasoning for the second time. This issue occurred Friday XX/XX/XXXX, when I attempted to pay to get my nails done after a long day of work I GOT DECLINED. I knew I had enough funds to cover this transaction ; however, I got declined which was really embarrassing for me. After being declined three times I had to reach out to Bank of America to see why was I being declined. So the bank representative stated they sent a new card to me and asked if I activated it. I stated no I did not because I would be using it and I was confused as to why I was sent a new card due to my current card was set to expire in XX/XX/XXXX. The bank representative stated well we sent you one and stated I have not used my current card since XXXX of XXXX. I stated no I used my card the other day and I activated that card in XXXX so that was inaccurate. I am unsure why she stated my card has only been active since XXXX of XXXX. After spending at least 30 mins on the phone at this point I had to pay for my nails and the bank shut off my debit card in order for me to do so without warning. My card was not set to expire soon or had any fraud so I still do not know why they forced me to replace my card. I was trying to get this issue resolved so I was complying what the bank representative wanted me to do. I then asked what do I do about this merchant I am trying to pay because my card got declined. She stated she had to ask her supervisor for approval of the transaction so I had to continue to wait on the phone when I should have been properly notified that my card was going to be declined ( shut off ) for no apparent reason especially since it wasnt set to expire soon. So I waited for her to get the approval from her manager which took additional time out of my day and she came back on the phone stating her manager approved of this transaction and I had to keep them on the phone and once the transaction was over they shut off my debit card. I still dont know why this occurred or why do I have to be inconvenience to take out money to cover me for the weekend because my debit card was shut off. This is inconvenient and not fair to me as a customer and I am really considering another bank who does not inconvenience their customers with issues like this since this is the second time this occurred. I want to be compensated for the inconvenience Bank of America has put me through and a definite answer as to why I need to replace my current debit card because it is not damaged and your bank representatives should be competent enough to explain why this is happening because I am still confused. I was trying to do a large transaction and took out money and asked for the branch representative to break the XXXX because I needed change. She failed to do so and feel like no one in Bank of America can handle my issues even with a simple request to break a XXXX in XXXX. I should be compensated for my customer loyalty and for the inconvenience and the embarrassment they have put me through with today for me to have to type all of this for {$100.00}. I know within my bank agreement the bank can take action on my account but I did not know they sent me a card to use or the fact I need a new card since I did not need one. The sent me two emails regarding me requesting to have my debit card replaced which is inaccurate I never requested it to be replaced and the bank representative did not know how long I had my card. Even if I did not use my card within a month why shut down my current card?

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 non-monetary relief