Consumer complaint received 2018-05-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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:
Bank of America ( BoA ) representatives including managers have continuously provided me with inaccurate information, wrote inaccurate notes on the account, charged late fees that were never to be charged and have since never been reimbursed that has caused this account to be closed after over a 10 year history ; therefore I am disputing. 

Even as recent as a call on XX/XX/XXXX I requested refunds on account fees, notes and was denied. Additionally, I was told the late fees were not refundable, because of a financial hardship '' however, on previous calls I asked for the account payment to be reduced and I was told by the BoA rep the only way that could happen was if I were to close the account due to financial hardship to get reduced payments, I told him or her I did not want to close the account, which I was told was required to reduce payments. I was told this by the employee, yet the employees notes were added to the account and given as a reason late fee reversals were again denied on a XX/XX/XXXX call. Since BoA is using hardship as the reason to deny late fees reversals, then please reduce the payments based on this same logic. Account rep said she could not reduce the payments based on {$0.00} income because she can not input things on a screen to reduce the payment based on a {$0.00} income. The logic BoA uses is not valid or truthful. 

Late fees were continuously assessed on the account numerous times even though payments were made the day of or prior. Payments could have been processed as in the pay by phone method, which pays and post the same day. However, the BoA reps would purposefully use a payment option that would cause the payment amount to post after the due date instead of the day of causing the payment to post late and trigger a late fee. This has happened numerous times which caused at least {$190.00} of late fees, none of which have been refunded. Some examples include XX/XX/XXXX-XX/XX/XXXX statement and XX/XX/XXXX - XX/XX/XXXX and many more since then for months. I am requesting a refund on late fees. I have been given the run around regarding these fees as I am told I have to make a payment then it can be refunded, then when a payment is made I am told it can not be refunded. On numerous occasions I have been given misinformation by BoA reps and charged late fees that have never been refunded although I was told they could be and would be. When I gave valid reasons for the payments to be refunded which are based on previous conversations with reps where I was told those are reasons they could be refunded, I was told they would not be refunded, because these decisions are based on the faulty notes of the account that they depend on to approve the reversal of fees. 

Additionally, a collection manager of the department got on a call in XXXX and did not take a payment from me late one evening and said I had to call back! He cut me off numerous times and appeared to like listening to his voice more than listening and answering my questions. Prior to him saying I needed to call back he discouraged me from making a payment saying that the account was supposed to be closed and there was nothing I could do, when in fact I could have made the payment that evening and kept the account open! When I called back to make the payment I was told he could have taken the payment and that payment would have kept the account open and that the account was now closed. When I tried to explain the account had closed because of misinformation by the department head and that I was discouraged from making a payment this did not reverse the account closing. This manager even made complaints about a rep named XXXX whom I spoke with who actually gave me helpful information unlike the manager. 
Calls numerous times this year, outside of and including on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX where I am given conflicting information. 
I am disputing the closing of the account, late fees, not sending me account notes and BoA not reducing payments. This is ridiculous. 
I would like to also receive notes from the account. I would like the late payments reimbursed. I would like the payment amounts to be reduced.

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