Consumer complaint received 2019-08-09
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: Can't close your account

Complaint:
I closed all my accounts with bank of america on XX/XX/2019, by visiting the branch near XXXX XXXX, XXXX CA, and requested to settle all the credit cards and to close them, also to close my checking account which had balance at that time. In that visit they called the credit card center and we were informed what are the amounts we need to pay and we agreed to take the existing balance and pay what is left cash. After the settlement, we delivered the bank our debit and credit cards which were destroyed immediately. After leaving that day the bank, I checked my online banking account and found that I can't login use it. So I thought I ended the process of closing our relationship with the bank. 

After 4 months in XX/XX/2019, I received a letter ( attached ) telling me that my account is past due with a payment of {$53.00}, without any details from where this amount appeared, noting that I always received online statements for all my accounts but were stooped after closing the account in XX/XX/2019 until XX/XX/2019 when the collection department requested my approval by phone to change to paper statements to send me the credit card and bank statements I requested to see what was the problem why the card was not closed. Then, I went to the bank by end of XX/XX/2019 to understand the matter and settle it, but the bank didn't provide me with how and why this happened. then I requested my previous bank statements, but I received only the credit card statements without the checking account statements which should show how my checking account and credit cards were settled. The bank didn't do any effort to investigate what happened and didn't provide me with the reason and told me that I paid by cheque the day I closed the account which was returned. This is was not true! When I requested to show me a copy of the cheque they said they can't. But they made me speak with the collection department. I proposed to the collection to pay any amount was on the card until my request to close the credit card without late fees or interests, but they refused, after that I visited the bank trying to close the matter because it was affecting badly my credit score, although I never had any payment default problems before with any party! I dealt with the same bank for 5 years without any issues. On the XXXX of XX/XX/2019, I called the collection department ( the phone that the branch manager gave me ), then the representative told me that she has instructions to help solve this problem, if I paid the original default amount {$520.00} based on the agreement with the representative to pay the card 's balance used until the day I requested to close the account, then she would be able to submit a request to wave the charges and interests and she was confident that this would be approved, then the account could be closed ( This was a recorded call ). But until today I keep receiving harassment calls requesting to pay the interests and late fees or they will keep on-going! What can I do to stop the bank from keep taking my money and destroying my credit score and financial stability!

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