Consumer complaint received 2019-09-26
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/19 I received a letter from Bank Of America stating that they closed both of my credit card accounts due to Irregular Authorized User activity on one or more of my accounts. I received two letters for both accounts the letters were dated XX/XX/19. In the letter it stated their decision included a review of one or more of the following : account history, total relationship with them, current economic trends, and a copy of my credit report or reports. The first credit card account has been active and in good standing for a year now with a credit limit of {$7500.00} and a balance of {$6300.00}. The second credit card account has been active and in good standing for 6 years and 4 month with an {$8000.00} credit limit and XXXX balance. I've had a banking relationship with B of A for a total of 11 years with other current banking accounts that are and have always been in good standing. I am also a preferred rewards gold member, that the bank invited me to join their tier program. Due to me maintaining an average of a certain amount of money in my checking, saving, and or IRA accounts. I contacted the bank immediately because I was unaware of why I was being penalized. I was on hold so long that by the time a customer service rep came on the line, the department I needed to speak to was closed. She gave me the number and told me to call first thing in the morning. I asked her did I break any policies, she reviewed my account and didn't see anything wrong. She stated I will need to call the number to get more information. The next morning on XX/XX/19 I called back and I spoke with a credit analysis by the name of XXXX. I explained to him my concerns, regarding my credit card accounts. He shut me down immediately and said my accounts were closed, and they don't tolerate what I'm doing. I asked for him to explain to me what am I being accused of, I honestly don't understand what's going on. He said he doesn't have to go into any details about it, I asked can he at least explain to me what does the letter mean that I received. He said he doesn't have to do that as well. I explained to him that I value my relationship with the bank I will never do anything to jeopardize that. I've always been in good standing for 11 years, and I need an explanation on what's going on. He kept repeating himself for thirty minutes, not allowing me to speak and he told me if I didn't like it. I can always go to another bank, and they're not the only bank that has credit cards. I can apply for another credit card, or apply to re-open my account. I asked why would I need to apply if I already had them. He refused to answer any of my questions. I requested to speak with someone who was willing to help me. He told me there was no one else I can speak to, due to it being a very small department. I requested again to speak to a manager, he said he will put in a request and I will be contacted in a few days. I explained to him how I've done nothing wrong, and why am I not allowed to speak to anyone. He repeated himself again about it being a smaller department. I asked why am I giving the option to re-apply when they closed the accounts, how does any of this make sense. He said those are my options I can do that or just simply hang up the phone. I pleaded with him once again by explaining how this is my life and it will have a very negative impact on my credit I will lose everything I've worked so hard to have. He stated that he's a credit analysis and he's very aware of what will happen to my credit, and I can google on how to repair my credit. I requested again to speak to someone else because I feel that he was abusing his power with my accounts, and that he was bullying me. He denied my request and said he's the only person, or I can hang up. I said I will hold until he put someone else on the phone. He said that he will put me on hold for the remainder of his shift, because there was no one else there to speak to me. He put me on hold I held for a long while he never came back to the phone. I hung up and called back, and spoke to another customer service rep from another department. I explained to her all of my concerns and how I was being treated in such a way. She put in a internal complaint and explained to me the options I had about getting my account re-open. She spoke to a supervision to look into why my credit card accounts were closed. They couldn't find anything, and assume it could be an error. They said looking at my account I've done nothing wrong, and they put in my request to have them re-opened. Later on the same day I contacted the fraud department to see if they had any insight on what's going on. I spoke with a rep in that department she couldn't find anything wrong with my account. I asked her what does " irregular '' authorized user activity mean. She said that's when an authorize user has abused an account. I explained to her that my account is in good standing and always has been, so where is the abuse coming from. She placed me on hold and spoke with her manager for a period of time to review my account. The manager said there was nothing wrong and they could not find a reason as to why both accounts were closed. They said I am allowed to have up to 10 authorized users on my account. My account being closed has nothing to do with the fraud department they could not give me any further explanation as to why my accounts were closed. They provided me with another number stating I will need to speak with a special credit department to maybe get the answers I needed. She tried transferring me to that department but unfortunately it was closed for the business day. I will need to try calling the number she provided to me in the morning. She apologized that she couldn't help me, and she hope I get the problem resolved soon. Later that evening I reached out to Bank of America care team via XXXX messenger. I explained my issue and explained how no one has a valid justification on why my accounts were closed. I asked will they be willing to direct me to the department who can help me understand what's going on. I received an automated message stating that they will contact me during regular business hours. The next morning on XX/XX/19 they sent me a message requested my name and zip code and they will review my account and have someone reach out to me. A few hours later someone reached out to me and had me explain what's going on, I told them how I was being treated by the credit analysis by the name of XXXX. I'm just trying to get to a manager because this isn't fair, and no one can provide me with any explanations. He took my information and transferred me to a department that can help me. Once the rep came on the line from the credit department the next rep explained to me that the credit department did not close my account. A department called " Risk Prevention '' closed my account. I explained to him that I read through my credit card statement I didn't do anything stated on there that would cause me to have my account suspended or closed. Why would my account be closed by the rick prevention department he said all he can do is just transfer me and I can ask them and they will answer all of my questions. I waited on the line to be transferred, and once again the rep that came on the line was XXXX. I tried to tell the rep that I didn't want to speak with XXXX but I guess he disconnected his line and didn't hear me. XXXX then snickered on the line and said oh yes is ... and he stated my name purposely mispronouncing mocking it in a famous ghetto black name that people use to classify a person ethnicity. I corrected him giving him the proper pronunciation of my name, and immediately told him that I don't want to speak with him, because I'm trying to get help about my account. He said he's the only person who can help me, there is no one else in the department. I told him to please stop bullying me and get me a manager on the line. He denied my request and said I still need to wait a few more days, and it's only been 24hrs. I simply requested again to speak to manager and I explained to him, that he is discriminating against because of my race. Which I knew he was due to the manner on how he pronounced my name. He just sat on the line and didn't say anything back to me. I then restated on the recorded line all of the negative remarks he told me the day before. I explained to him that as a consumer I had rights and he is violating my rights. I told him that he is practicing unlawful acts towards me, and I need to be transferred to someone immediately. After stating that he put me on the line with another rep by the name of XXXX a senior credit analysis. I explained to XXXX my frustrations and I still haven't received a valid justification as to why both of my credit card accounts were closed. He told me that they have the right to close my account without giving me a valid reason, I explained to him I just need an explanation. I didn't do anything wrong, and I don't understand what exactly I'm being accused of. He said I can apply to get my accounts re-open, and it looks like I applied the day before and it was denied. I asked to provide a reason, and he said the system denied it. If I wanted to apply again I can do so, and XXXX will review my application and make a decision. I explained to him how XXXX is abusing his authority and has been bullying and discriminating against me. How does he has that right to make a decision on something that's going to have a major impact on my life. I told him my fate is in his hands, and he already knows he's going to deny my request. I requested for someone else to look at the account. He reviewed my account and told me that they were unable to verify the identity of one of my authorized users on my account that was added. I asked how is that possible I provided all of the information requested for me to give. I told him I'm sure this is misunderstanding and which one is it, so that I can go and make sure I had all the correct  information and that it wasn't keyed in wrong or something. He told me he couldn't give me the name of the person, and any other further information. I told him how can we correct the problem if you won't give me anything. He apologized and said the department as decided to not re-open your accounts. I said when you say department you mean XXXX right, and he didn't answer that question. I also asked why not just removed the authorized user, instead of closing all of my accounts. He said that isn't an option, and if I want to re-apply to get them open again I can. I explained how they are running me around in circles and I already applied twice and it was denied each time. So what other options I have, and he said I don't have any and he wish he could provide me with information that I wanted to hear but at this time my accounts will remain closed. I said your contradicting yourself because how one minute I'm told I can apply to re-open, the next minute I'm told they will remain closed. He apologized and said there is nothing further he can do.

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