Consumer complaint received 2022-09-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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 been a good customer of Bank of America, as the records will show. Unfortunately, Bank of America has not reciprocated the loyalty and dedication I displayed as a customer. With respect, I would like to express to you that I have been trying for over a month to rectify a matter involving my Visa Signature card with Bank of America, account number XXXX. In error, I made the XXXX payment to the Visa account aforementioned with a Credit Union account I had closed yet failed to remove from my XXXX XXXX. As soon as I discovered my error, I initiated a call to Bank of America to resolve it. To date, I have spent several hours on the phone talking to multiple representatives who each gave me conflicting information, as well as numerous emails sent in an effort to resolve this issue with various departments. All with no success despite being told by several of your representatives that this issue was fully resolved. During this process I have had to wait on hold for hours, as well as answering emails that did not address the issue. I had endeavored to make several attempts to bring my account current, again with no success, then finally I spoke with a representative who set up a conference call with XXXX XXXX XXXX XXXX who is my pay from account holder, in order to determine the correct account number to use to make payments on the account at Bank of America. At the conclusion of this call your representative assured me that there would be no negative reporting made to my credit report, and once payment is received my account would be current and in good standing. He also said there would be notes made to explain what had occurred. Later I received notice that my account was now closed. I again called and spoke to a representative who told me there was nothing she could do. I then asked to speak with her supervisor XXXX XXXX, who said she would look into what she could do for me and get back to me. The next day XXXX XXXX called and said my account is closed and there was nothing she could do. Now I am gravely concerned about my credit report being affected, previous to this my XXXX  score was XXXX with XXXX, as well as the lack of proper handling of this issue that I experienced. I have never made any late payments or had any credit canceled for nonpayment in my entire life. I sent Bank of America a letter on XX/XX/2022 regarding the above. Sent another letter on XX/XX/2022, because Bank of Amercia said my account was reopened and all negative reporting was corrected, but That was not true! Hence, I sent a second letter XX/XX/2022. Then Bank of America sent a letter to me dated for XX/XX/2022, pertaining to another customer 's issue which has nothing to do with me, so now they are confusing my situation with another customer. Please help me. I am need the account reopened since Bank of America as admitted that it is their ERROR, and I need any and all negative reporting to my Credit report to be corrected. Thank you CFPB.

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