Consumer complaint received 2019-11-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have had a credit card with Bank of America for several years. I also have a checking and savings account with them. Recently, When I logged in to the mobile app to review my accounts, I noticed that the credit card was not showing under my profile. I contacted Bank of America to inquire about the reason and was told that the account has been closed due to inactivity. I asked why this was not communicated to me prior to closure and why I was not provided with a timeline to either reactive the account or agree to the closure. I was told that they had sent me 2 letters. When I told the representative that I have not received any communication in the mail regarding this credit card and that I regularly receive statement for my other accounts and multiple marketing offers, and that my address has not changed in the past year and a half, she was not sure of the reason but confirmed multiple times that the bank has sent me 2 letter. She then said that she will resend both of those letters to my address so that I can keep a copy for my records. I went back through my files and was able to confirm that Bank of America has sent me statements every month and also communication regarding the benefits of the credit card but nothing to state that the account will be closed. When I asked the second representative during the call if they got the mail returned possibly she said that they did not and that there was nothing else she could do to help me since the account was already closed. I told her this will negatively impact my credit score and it is not fair to me, she said I could open another credit card!!!! Which would also be a hard hit to my credit. I then went online to Bank of America 's website and filed a compliant with them hoping someone could further review the account and identify the gap that resulted in this closure. I received a call from a representative and she told me they are reviewing the account but so far she can see that I should have received 2 letter regarding the letter. ( At this point 3 representatives have confirmed that 2 letters has been MAILED to me and I know that to be untrue because I save all my documents and I did not receive any letters ). She then told me they will do more research and she will contact me with their findings. I received another call from her 3-4 days later. This time she confirmed that no letter has been mailed to me this year regarding the closure of the account and that an email has been sent to my email address of file with the bank. I told her that is unfair since my preferred method of communication with the bank is through regular mail. She stated that my preferred method in their system is email and regular mail. and I explained to her that is the case because Bank of America offers 2 options ( 1. mail and email 2. paperless only. ) and that I expected a letter if they were going to close my account and my preferred method includes regular mail. She said there is nothing she can do and that the account has been closed already. I then told her that I would be filing a complaint through CFPB because I have not been treated fairly. I then checked my email and confirmed that they did not email me anything regarding the closure of the account either. I then received an email from Bank of America this past weekend letting me know that they can not send me mail because " your mail can not be delivered because your mailing address on record is either outdated or not recognized by the U.S. Postal Service. '' thinking this may have been the reason I did not receive a closure notice, I contacted the bank again and spoke with 2 representatives. Both confirmed that my address on file is correct and no one could explain to me why I received that email. It was recommended to me to forward the email to their " abuse '' department since it may be fraud! I told them that it is not fraud and that the link in the email take me directly to their app and logs me in to my account and she said then the email must not have been for me and that there is no record in their system that I was sent such email. I was very concerned and frustrated knowing I trusted this bank not only with my cash, but with my credit history that I have worked so hard building and this company is not even able to tell my why they have sent me an email. Additionally, I have not received the copy of the 2 supposed letters that the first representative promised to send to me in the mail. I have spent hours on the phone with the bank at this point and no one seems to care enough to review the account thoroughly and explain to me what happened. I wanted to file this complaint for CFPB 's awareness and to hopefully help stop this from happening to others in the future.

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