Consumer complaint received 2020-04-11
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:
On XX/XX/XXXX I filed a complaint to the Consumer Financial Protection Bureau about the unscrupulous behavior, the retaliation, the coercion, the professional lies and deceitful tactics employed by Bank of America in dealing with my previous complaint now closed with Case Number : XXXX. A matter in which they were keen to know if I had retained a lawyer and when I said not at that particular time, their final response was far beyond lackadaisical, lackluster and the outcome was a pure demonstration of how ruthless and unconcerned this particular bank have been towards a customer like myself who has maintained a credit card since XX/XX/XXXX with the bank. This is or was my longest open credit card and without overemphasizing the importance of having a card of such magnitude still open, I have no other choice but to once again ask for your assistance in keeping my card open and investigating this matter further. 

On XX/XX/XXXX I called XXXX XXXX, a Resolution Specialist with the bank 's Regulatory Complaints Team to follow up on the outcome of the ill-fated or unsatisfactory report that was manipulated to their satisfaction after several unprecedented calls where placed asking me for extensions. Overall, it took around sixty days or more to come up with a feedback that should have been reported in fifteen days time. On XX/XX/XXXX I made a payment of {$280.00} towards the same credit card with account number : XXXX XXXX XXXX XXXX which had been reduced to a mere {$900.00} credit limit from its actual limit back in XX/XX/XXXX due to retaliation. Till date, this account is reported with an an astronomical high balance that affects my DTI ( debt to income ration ) and overall credit score. My credit score has taken a huge hit ( now bad to fair according to FICO ) because of Bank of America in-spite of the fact that all other accounts have an excellent payment history. 

The latest lie as of XX/XX/XXXX which is usually my due date was the fact that my account was now tagged as CLOSED. Since my original complaint, my account remained open during the investigation. As a matter of fact, I kept making my {$280.00} payments after being placed on a hardship program on XX/XX/XXXX with some few delayed payments but nothing extra ordinary within or beyond the 30 day mark. Even when I called the bank in XX/XX/XXXX, I was told that as long as I was on a hardship program, there was no need to be pressurized to make payments on the XX/XX/XXXX of each month since no late fees were assessed. Therefore, I do not see why Bank of America in the midst of a global pandemic when people like myself are struggling financially to meet their financial responsibilities, the bank without regard for its customers and the US Government 's mandate for financial institutions to grant forbearance during this critical time would take it upon itself to seize the opportunity and close my account as of XX/XX/XXXX. Now the latest lie is that as part of the condition to qualify for the hardship program back in XX/XX/XXXX, I agreed to the account closure which is untrue. I only agreed to the closure of the smaller credit card - Bank of America Cash Rewards Visa Platinum Plus - with Account # XXXX XXXX XXXX XXXX of which I still make payments. 

On XX/XX/XXXX I asked to defer my credit card payment for the BankAmericard Visa Platinum Plus with Account # XXXX XXXX XXXX XXXX rather what I see online is that the card ending in XXXX has no payment due even if this was not what was requested and the latter still has a payment due. The agent I spoke to Ms XXXX stated that the payment was deferred to XX/XX/XXXX and that since my account was closed, it was no longer eligible for a REAGE program in-spite of the fact that Bank of America had clearly stated to me on XX/XX/XXXX and subsequently, that upon further review of my payment history after three to four months, it would Re-age my account and report it as current which would boost my credit score. That was the essence of getting on the hardship program. Even the letter from XX/XX/XXXX from XXXX stated that the Re-age was applicable after six months, again this was a clear indication of the bank 's inconsistency and lies. All through this period, there is proof of deceit, retaliation and evidence tampering, with the way they handled my complaint. They refused to make the recorded conversations or calls available for review, they lied about the date which I qualified for the hardship program which was XX/XX/XXXX not XX/XX/XXXX, they could not wait to submit their flawed findings before subsequently closing my account in the midst of a pandemic against all guidelines. I kindly ask that they my account be re-opened. As of XX/XX/XXXX the agent that I spoke to said all debts and due payment for that particular card would be rolled over to the new 60 month hardship program and so I see no reason why they still claim that my account had a missed payment in XX/XX/XXXX for {$280.00} even though at the time they mentioned that there were two missed payments of {$560.00} which should was untrue. The mandate was to pay {$280.00} on XX/XX/XXXX in order to get on the hardship program which I did.

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