Consumer complaint received 2023-10-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I received an email on XX/XX/XXXX from BOFA informing me of the account closure. I have paid regularly and am under my credit limit and have been a loyal customer since 2010. The email was so brief and weird - I thought the email was a hoax. I spent quite some time trying to get someone on the phone to figure out if I am the victim of some fraud. I finally did get someone on the phone and he was immediately very verbally abusive to me and told me, after placing me on hold multiple times for extended periods of time, that his supervisor would call me back. I felt like he was trying to provoke me into losing my cool as a means to use that against me in whatever BOFA is trying to do to me. I asked 'why are you canceling my account ' and he started yelling, 'do n't use 'you ' as it is not me and you are attacking me '. I told him - I meant 'you ' as " Bank of America '' and this isn't about 'you personally '. He talked to me like we we were a couple in marriage counseling - not like he was a customer service representative there to resolve my natural confusion after such a bizarre email from BOFA. So he asked me to hang up so his supervisor could call me back. So, I did hang up and, after waiting quite a while with no return phone call from his supervisor, I called back and after multiple attempts, finally got someone else on the phone who began to yell at me, even telling me she would hang up if I spoke. I was trying to ask questions as I remained super confused, even concerned there was some fraud that provoked this whole drama, but since she insisted that my asking questions is 'talking over her ' and she would hang up if I 'talked over her ', I let her continue while I remained silent. After I let her yell at me for quite some time, I finally asked if I may ask a question, she said she would only answer maximum 2 questions - which she really didn't answer. She just berated me, yelling " Bank of America WILL NEVER open an account with you again '' and told me that the company had sent me several letters and called me. None of that is true. Then, she hung up on me. So, I called back and after multiple attempts, I got someone on the phone who was actually very professional and courteous. She did confirm that BOFA never called or sent me a letter until that same day they sent this weird email - so she admitted that the previous representatives had made false statements on the telephone to me. She could not explain why they made this decision or what impact this would have on me. She did also agree it was weird that they did this since I have paid on time and been a customer for so long and am under the limit. I told her I do not appreciate the verbal abuse from the prior two reps, the false representations on the telephone about supposed attempts to contact me ( attempts she confirmed never happened ), and BOFA 's general lack of responsiveness or availability to discuss the matter after sending such a bizarre email. What do they expect? How do I know that this email is not the result of some fraud I don't know about? Isn't it natural that after receiving an email like that, I would call them and ask what happened? Why do they just hide and get verbally abusive when I finally get them on the telephone? I would like CFPB to ask BOFA why they did this to me, what this means in terms of them damaging my credit rating and/or demanding immediate payment of a balance and/or suing me or whatever else they may be inexplicably planning to do to me out of the blue with no warning. This whole drama caused me enormous emotional distress - I tried to explain that to BOFA and the first 2 customer service reps just upped the insults and the verbal abuse. It is totally weird and they should apologize for treating me in such a rude and unprofessional manner.

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