Consumer complaint received 2019-08-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
To Whom It May Concern : A year in a half ago, my spouse was diagnosed with a medical condition. Due to this, we now have one income and additional medical bills. I have been utilizing my credit card to cover our monthly expenses and medical bills in hope to catch up later when her medical condition improves. During this time, Bank of America decided to close my account due to my overall credit utilization. I understood that this was normal. However, a few months ago, we received the news that my spouses medical condition will be permanent and life changing. After reviewing our financials, it has been determined we can no longer afford to continue to pay our credit cards. I have reached out to each of my creditors and attempted to work out a Hardship Payment Plan. 

On approximately XX/XX/XXXX XXXX, I reached out to Bank of America in attempt to enter a similar Hardship program. I provided my expected monthly income and expenses off the top of my head when asked by Bank of America. I was told I qualified for a monthly payment of {$430.00} at 3.5 % for 60 months. In addition, the Bank of America representative asked me to make an extra payment in XXXX in order to take care of the current monthly obligation. I gave permission to Bank of America to do charge this additional payment to my account to arrive to a {$430.00} total monthly payment. I wanted to pay off my debt this way and work with Bank of America instead of taking 33 years to pay off my debt ( per BOA statements with minimum monthly payment of {$440.00} ). This program will allow me to pay off my debt in 5 years instead of 33 years. 


On XX/XX/2019, I logged into my Bank of America account and noticed I was charged a large monthly interest of approximately {$190.00} on my account. I knew something was not right and I contacted Bank of America collection department at XXXX. A Bank of America associate told me I no longer qualified for the hardship plan because my minimum monthly payment of {$440.00} was greater than my installment agreement of {$430.00}. A {$10.00} difference! Instead of increasing my installment payment to {$440.00} or more, or asked if I could possibly pay more to reduce the defaulted monthly payment, I was declined without any proper notification. No phone or letters were mailed to me and they stated I was declined approximately on XX/XX/2019. When I attempted to seek more clarity, the representative hung up on me instead of answering my questions. In my attempt to call back and speak to a supervisor, the supervisor also hung up on me when I introduced myself. I called back for the third time this day and was told the supervisors are no longer in the office. 


I finally spoke to a supervisor by the name of XXXX XXXX on XX/XX/2019. She asked me to gather all my income and expense information and call back. I called back on XX/XX/2019. While I was ready to provide any necessary information, Ms. XXXX was reviewing the deposit accounts I have with Bank of America ( checking account ). MsXXXX XXXX began to discriminate against me based on the perceptions and assumptions she made when reviewing my deposit account. She began making comments such as It looks like you can afford your monthly payments. And You're not going through a hardship. and It looks like your committing fraud by using your credit cards to pay yourself. I explained many times to Ms. XXXX of my hardshipwithout having to disclose exact details. I also explain to Ms. XXXX that these payments to myself are credit card balance transfers. I explained to her, XXXX, XXXX, and even Bank of America allow customers to write balance transfer checks to themselves to pay off debts. This is a common practice and is not fraud. However, Ms. XXXX didnt listen and decided to paint this picture of me as a liar. After further explaining myself I asked if I could please provide the information I have spent many hours gathering for her. Ms. XXXX would not accept any information I have worked so hard to collect and stated she no longer feel comfortable putting my information in for consideration. 


This is unacceptable. Ms XXXX accused me of fraud when she did not educate herself on how credit cards product such as balance transfer check works. Ms. XXXX discriminated against me due to her personal assumptions and emotional feelings. She also did not want to submit my application because of these personal feelings clouded her comfort zone. When asked to speak to her supervisor, I was told there wasnt one available. 


After speaking to other associates the same, I was told that I do not qualified for a program because my disposable income is too low and they could not find an affordable monthly payment for me. I am confused because MsXXXX XXXX accused me of being able to afford my payments and I do not need a program. The prior representative said they understand my hardship and they can help me find an affordable payment. I truly believe I am being blackballed. I was granted hardship eligibility. Declined due to a {$10.00} difference in monthly payment. I was told I am not suffering Hardship. I was told I do not have any disposable income. Every answer has been inconsistent. 

I would like Bank of America to please review my actual information for a hardship program without discrimination. I have spent countless hours and days trying to contact Bank of America because of this my situation. I understand all calls are recorded for training purposes. Please review them to see the lack of empathy and the unacceptable treatment I have received. I hope it will help your company to be more customer focus. 


Please contact me at XXXX. 

Thank You XXXX XXXX

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