Consumer complaint received 2019-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
So Bank of America issued me a XXXX XXXX XXXX card in 2015 ( mastercard issued ) that has a NONWORKING phone number on the back. I tried to call them for over 3 days. Yes, once I realized the number on card rendered NO answer, I XXXX   others & still got same automated system. I tried literally EVERY option it offered, not one lead to speaking to an agent nor getting ANY help. Hours upon hours sitting on hold. 

Just today alone, TRULY! I spend FIVE hours on hold.

Actually over 5 ( even recorded it as proof. Figured no one could believe this. But I had NO choice, I had to reach them ) -- again, in their automated system where it's outrageous, you literally can reach NO ONE EVER. 
IF my card was stolen, if there was a problem at all ( say I was checking into a hotel or other timely matters ), there would've been NO live help to be gotten, and I'd be out of luck. If stolen, God help someone as you can't REACH them to report it. 
In total sincerity, I fail to understand how a bank can issue a credit card & refuse to answer even ONE phone call from card holders. 

I can send copies of all claims ( as I just had NO option but to close it out.. thereby hurting my credit since I had no plans to cancel before all this started ). 

Also to be clear, and I would imagine you're wondering, the way I finally DID reach them was to call mastercard who issues this card for them ( googled their phone number ) who answered promptly and once hearing my story, got involved & tried to reach ( criminals really ) " bank of America '' on my behalf.

Within 15 minutes, they were able to transfer me through to their Texas location. 
When I tried to impress upon " bank of america '' --, XXXX XXXX XXXX card, how something is VERY wrong & I could not reach them, they basically said nothing, did NOT care & almost amused, asked me if I wanted to cancel. 
As stated, in fact, I originally started calling about another matter. As for that, they sent me an email notifying me my card is going " electronic '' for my banking so no more hard copies would be mailed out. I was first planning to call to inform them I NEVER requested that, and I am NOT an " email candidate '' which yes, quickly turned into being unable to reach them at all & turned into MUCH bigger issue. 

At any rate, issuing a credit card & having NO functioning phone number on it must be punishable & require rectifying.

I lost not just over 5 hours of my life trying to reach them ( that was just tonight ) but now have to endure my credit score being reduced due to having NO choice but to cancel a card I'd NEVER have opened if I knew they were working unethically ( again, I personally think fraudulently. It's NOT that it's a sizable wait-time, it's that the PHONE NUMBER ON CARD does not allow you to reach a person ). 

Since I HAD to cancel the card this morning ( as this nightmare marathon call just ended ) ..I can provide you ALL the details from the card you could possibly need. Their " 24 hour customer service number '' listed is XXXX. 
It does not work, you will not get out of automated message no matter what. 
And yes, I have their email where they also can't be reached ( it  says " contact them '' but even that is inoperable even with your credit card in hand ). 
again, this is sure to harm my stellar credit rating but also, yes, I'm UPSET because this is plain unacceptable. They must be doing this to literally thousands if not more, of THIS as cardholders. 
Please, help me! Do not allow them to continue. I can provide all copies of my closed account & even my phone records to prove they refuse to take calls for card holders. I have fair number of credit cards & never experienced anything even CLOSE to this, just exemplary care. Others need know before they foolishly apply & live through this nightmare. I hope you can intercede on my behalf. 
Thank you very much.

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