Consumer complaint received 2023-07-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
Here is the last email that I sent to Bank of America after visiting their office and I got no assistance. 

Hello XXXX and XXXX, XXXX, if you will recall, I was in your office on Friday regarding a BOFA credit card that I opened online ( XXXX XXXX XXXX XXXXXXXX ) in XXXX and it was CLOSED by BOFA because fraud was suspected in opening the account. After many phone calls to try to resolve it over the phone, I was told that I had to go to an actual branch in person with 2 forms of ID to get it RE-OPENED. Since there is no branch where I live for the summer in West Virginia, I had to travel 130 miles each way to your branch in XXXX XXXX Once I got there and produced my passport and driver license, I was under the impression that the credit card would be RE-OPENED ( unfrozen ) and I would be able to use it. That did not happen!!!!! 

First I want to remind you that I have been a customer with BOFA for over 38 years!! I can not even begin to tell you how frustrated and disappointed with the service I have been offered in regards to this matter. I am seriously considering closing all of my accounts with BOFA and going to a bank who really cares about their customers ( if there is such a bank! ). 

I opened the XXXX credit card for the immediate benefits is would offer me on my upcoming cruise. With any purchase over {$500.00}, I would be given a {$100.00} credit on my account. That was done. In addition to that, once I made at least {$1000.00} in purchases, I would be given XXXX points ( equal to {$200.00} ) to be used on my cruise. 

Due to BOFA not assisting me to reopen that card, even after it was proven that there was no fraud and I am who I said I was, I will not get the {$200.00}. So in addition to the cost of the gas that I had to use to get to your branch and back on Friday, ( about {$40.00} ) and spending the entire day in the car or at your office, BOFA has cost me money!! 

If a fraudulent charge is made to an existing credit card, you would close that card out and re-issue a new card to me and transfer the balance to the new account if there was one. Why could that not have happened on Friday??????? 

I called BOFA again this morning to try to get this resolved and my only option was to apply for a new card. How is that going to look on my credit report????? I opened a new card ( NCL ) in XXXX with BOFA and was given a {$13000.00} credit line, then ... ... just a few weeks later, it was CLOSED by BOFA. That can not look good. I have excellent credit and need someone from BOFA to notify the credit reporting agencies of what has transpired. 

What a pity that all anyone at BOFA has done for me so far is to apologize for my " inconvenience ''. It is much more than an inconvenience. It is poor customer care! Actions speak louder than words and I have seen no action. 

Do you have a solution to my problem?????? If so, I would like to hear from you, if not, I do not want to hear any more apologies. 

Sincerely,

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