Consumer complaint received 2020-12-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Bank of America and the XXXX XXXX Reward Card is fraudulently keeping my {$75.00} annual fee despite repeated requests to close the card and have my fee returned. They have not removed a {$28.00} late fee or rescinded a credit bureau report as promised, on several occasions. Two requests made to escalate this situation to a manger were never completed despite being told a request would be entered with a specific timeframe given to me. I would like Bank of America to review the tapes of all of my phone calls to see what was promised to me as a customer, and what should have transpired. 
XX/XX/XXXX : The annual fee posted. According to their literature, they will credit the account for the annual fee if you close the account within 30 days of receiving the statement on which the annual fee is billed. That bill was not received by XX/XX/XXXX, which is when I made my first call to Bank of America. 
XX/XX/XXXX : Spoke with XXXX XXXX and discovered I had a small charge and had received a late fee. Additionally, I was told I had been reported to the credit bureau. I asked to have the late fee and interest rebated. I was told she would remove the late fee but not the interest. I was also informed that the credit reporting would be rescinded. I asked to have the annual fee removed and was told I would have to close the account, to which I agreed. At that point I made a payment of {$85.00} which would cover all charges except for the late fee and annual fee. Confirmation # XXXX. In terms of completing my request to close the account and have the annual fee returned, I was sent to another person. 
XX/XX/XXXX : Spoke with XXXX XXXX. I reiterated all of my requests and was told the card would be closed, the annual fee returned, the late fee waived and the credit bureau reporting rescinded. 
Soon after that I received a bill which clearly indicated none of the above, promised actions had occurred. At that point I called Bank of America again. 
XX/XX/XXXX : Spoke with XXXX XXXX. She read the notes and stated she was very surprised that none of the above had occurred! She told me she would perform all of the actions needed. She entered a claim # XXXX. 
XX/XX/XXXX : XXXX XXXX called and told me her ( my ) request for all of the actions had been rejected. The late fee would not be removed. The credit bureau reporting would not be rescinded and my annual fee would not be returned. I asked if my card was still open and she said yes. For the third time, over the course of six weeks, I asked for my card to be closed. I was told it would be and did receive ( finally ) a confirmation letter. At this point, I asked to escalate all of this to an escalation manager. I was told one would call within 24-48 hours. This did not occur. 
XX/XX/XXXX : Spoke with XXXX XXXX. I was told that he could see why my prior requests had failed. He was going to put in another (! ) request to remove the late fee and rescind the credit bureau reporting but could not remove the annual fee. I mentioned my unfulfilled request, through XXXX XXXX, to speak with a manager and was told We are very busy here. Seriously? Im pretty busy too and even more so since I have to continue pursuing these justifiable actions to my account. I then asked to have an escalation manager call to address the annual fee and confirm all other actions would be completed. I was told I would receive a phone call within 24-72 hours. 
It is now more than 72 hours later. I do not know if the late fee was rebated. I do not know if the credit bureau report was rescinded. The card was finally closed but no portion of the annual fee has been returned. This is fraudulent behavior on the part of Bank of America!

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 monetary relief