Consumer complaint received 2017-12-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I was approved on XXXX 2017 for Bank of America credit card and it worked perfectly fine for two full billing cycles. 

Lo and behold automatically on Sunday which was yesterday my first transaction did not go through in the morning. I got a email asking me if I attempt is the transaction. I responded yes and then my card work. 

I need to clarify one thing I am currently XXXX years old and XXXX sick and not able to leave my house and I have no problem providing all my medical records upon request. 

I gave my son the credit card to use as it states in the terms and conditions that I am responsible for payment even allow somebody to use it, which means that I have ability to allow somebody to use it. 

However after 16 phone calls which I have all the phone calls are recorded which will be provided upon request or in court in front of the grand jury. They discriminated and they told me I am not sure of the I gave my son the credit card to use as it states in the terms and conditions that I am responsible for payment even allow somebody to use it, which means that I have ability to allow somebody to use it. 

However after 16 phone calls which I have all the phone calls recorded which will be provided upon request or in court in front of the grand jury. They discriminated and they told me I am not XXXX XXXX. 
From the 16 phone calls, Eight representatives, were able to help me and they took off the restriction on my account and the account worked until it stopped after one or two transactions. 

I would like to make something very clear, my account ending in XXXX they put a restriction on my account which I am not able to use it and I am not able to make payments to it. Which is currently still in open status and its reporting already a late payment on my credit report. 
Now Im specifically complaining about the account ending in XXXX, which they are telling me on the phone they restricted account because they are not able to verify my identity and I need to go into a banking center in order to verify my identity and then they will remove the restriction. 

I would like to make something very clear, last time I had my home attendant take me to a banking center which was a huge hassle when the doctor told me not to leave my house and the banking centers told me theres nothing I can do and they gave me a number to call in. 

When I called in that number and I have everything recorded they told me that theres nothing they can do I need to go to banking center. 

For the record I would like to make where I am no longer going to a banking center, the main reason is I am not able To go due to my health condition I way over XXXX pounds Im XXXX years old you can contact my physicians if you want I get full consent for them to release my health condition. And the second reason is I did go already and they told me theres nothing they can do. 

I would also like for the record to add something which I find very interesting. It is very interesting how they were able to approve me for the credit cards, then they were able to verify who I am every time I made a payment, and even I had for two months one of my accounts restricted due to not being able to verify my identity they still had my other account open, this is all from the same financial institution which believes that I am not what I say I am, but the one account they allow open and the other one not. 

As we stand now and as Im putting in this complaint. I currently have two credit cards one of them they restricted two months ago which currently has a balance of close to {$5000.00}, and although I explained them several times that I 'm not able " as much as I want to go to a XXXX XXXX '' I did not even ask them to allow me to use the card. All I ask them whats the give me the ability to make payments online and pay off the account in full, but they would not let me, and due to that they ruined my credit as I already have 2 late payments reporting on my credit report. 

Now they decided to restrict my other credit the card ending in XXXX which has a balance of approximately {$15000.00}, And besides the fact they abused me and discriminated on every single phone call which I have recorded. And the reason its recorded it is because there is no way Bank of America will get away with it without the fair trial in federal court, and due to the fact I live in New York the law gives me the right to record it as long as one party is aware of it. 
But now I am not able to make payments to this account as well. Nevertheless I am not able to use the account because all of the sudden they are not able to verify my identity over the phone, which I find interesting because they were perfectly able to verify my identity when I applied for the credit card and they were perfectly able to verify it yesterday when I called 16 times, actually only eight representatives were helpful and took all the restriction. And they were perfectly able to verify my identity when I had my line of credit with Bank of America. 

So basically heres how it works, I am not able to use my account ( s ) because they are not able to verify my identity, the reason they are not able to verify my identity is for two reasons, the first reason I was told is they can not tell me why, the second reason is because nobody in Bank of America is trained how to handle this and in fact they know very well and they know it even better than me that there is absolutely nothing they can not verify. ( The reason is very simple because, every time they wanted to verify my identity they send me an email with a code which I have to provide them, and then make me hang up and they call me back on a verifiable number ). 


In other words for final outcome by definition is that Bank of America as we speak does not believe that I am who I say I am which has its consequences.

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