Consumer complaint received 2017-12-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
XXXX XXXX, XX/XX/XXXX Dear CFPB friends, Topic : Not requested cancelation of my Credits cards In Bank Of America ( BOFA ) Who writes is XXXX XXXX and I am doing my best to explain what it is going on related to my complaint to Bank of America ( BOFA ) and how BOFA are violating my rights and affecting me and my husband moral, psychological, and economic : On XX/XX/XXXX I called Bank of America ( BOFA ) ( XXXX ) to request a letter that will indicate that XXXX XXXX XXXX is the primary account holder and XXXX XXXX, my husband, is an authorized user. In other words, a letter that indicate that my BOFA Credit card ( last 4 digits : XXXX ) is a jointly credit card between my husband, XXXX XXXX and I. 
I have needed that letter for XXXX purposes only. I have to clarify that I have requested and received this kind of letter on XX/XX/XXXX ( attached ). 
XXXX XXXX was the BOFA employee who attended the phone call and took my request. The phone conversation with XXXX XXXX was normal and he told me that in one week I would be receiving the letter. 
Everything was good till 5 hours later when my husband tried to use his BOFA credit card and it was declined. 
XXXX called BOFA to ask about the incident and the employee said that the card was cancel by XXXX XXXX. 
First lie : I never called to cancel my Credit card ; I called to request the letter only. 
My husband called me immediately and explained what was going on with our Credit Card, once we finished talked I called the Bank of America ( BOFA ) ( XXXX ) asking for the activation of our credit card because I never asked to cancel it, in this opportunity I talked by phone to XXXX XXXX whom I explained everything what was happening and he was not able to resolve my problem because, according to him at that time ( XXXX XXXX XXXX ) the department that work with this kind of situations was already close, instead he recommended me to call back the other day in the morning, Easter time to get the problem resolved. 
On XX/XX/XXXX, I called in the morning and XXXX XXXX was the BOFA employee to receive the phone call. I asked her for an explanation about not requested cancelation of my Credit Card and she said to me that XXXX XXXX made the cancelation ; XXXX XXXX is my husband. 
Second lie : XXXX XXXX can not cancel the Credit card because he is only an authorized user and not a primary account holder and according to BOFA regulations he is not authorized to do changes, cancelations and other issues in the account. 
After a few minutes of conversation with XXXX she transferred the phone call to XXXX XXXX, who could not resolve the confusion either and told me to study the case and they will call me the other day with an answer of my case. 
On XX/XX/XXXX I called to BOFA again ( XXXX ) and I started taking to XXXX XXXX, who could not gave me any answer about my case and transfer the phone to her superior in the department to XXXX XXXX XXXX. XXXX XXXX could not gave me any answer either and told me that she needed to LISTEN TO my first conversation to XXXX XXXX made on XX/XX/XXXX. After that listening she would call me back with a decision about my case. XXXX XXXX called me back on XX/XX/XXXX, without any answer and told me that XXXX XXXX XXXX will call me on XX/XX/XXXX about my case. 
On XX/XX/XXXX no one called me and on XX/XX/XXXX I  called and talked to XXXX XXXX and XXXX XXXX without any answer about my case. 

*On XX/XX/XXXX, I called to BOFA credit card department again and started talking to XXXX XXXX XXXX. XXXX XXXX XXXX assured me that he has listened to the type made by XXXX and me on XX/XX/XXXX and in that type it was clear that I NEVER asked for a cancelation of my Credits Cards. So, the cancelation of my Credits cards was a mistake, XXXX XXXX XXXX said. 
In that order of ideas, the only thing that applies to my case is to reactivate my Credit card ipso-facto, because there are not ANY reasons to cancel it. 
I have an excellent record of payments, a fantastic Credit Scored, and a great relationship with BOFA. Actually, my primary account of my small company was open in BOFA and is active. 
XXXX XXXX XXXX instead reactivated my credits cards started a new process for the same credit card account and same number, according to him ; he started reading to me clauses for around 25 minutes, the same clauses that are reading to those new credits cards applicants. 
I insisted that because the cancelation was a mistake the only thing to do is a simple REACTIVATION. 
The conversation with XXXX XXXX XXXX finished an hour and a half minutes later assuring me that my credit card was approved because my credit score is good and to use the credit card I had to wait until the other day to use it again. 

Third Lie : Today is XX/XX/XXXX and my Credit card have not been activated yet. 

Final and Important Statement : According to Federal Regulations once any Bank have decided, for any reason to cancel an active Credit Card to anyone, the Bank employee must to read clearly and slowly to the Credit card user all the respective CLAUSES related to the cancelation. 
BOFA employees NEVER read to me any CLAUSES explaining the cancelation ; in that case ; they have violated all my rights. 
Having canceled my Credits Cards during these important Holidays has affected my husband and me greatly, causing huge moral, psychological problems and economic losses. 
THANK YOU XXXX XXXX XXXX XXXX CASH REWARDS XXXX # XXXX XXXX XXXX XXXX Phone : ( XXXX ) XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, FL 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