Consumer complaint received 2019-12-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Yesterday I received an email message from Bank of America that the credit limit on one of my two credit cards with the bank ( where I also have a checking account where my Social Security retirement income is directly deposited ) had been increased without my having asked for the increase by {$4000.00}. 

The good news that I had received an unsolicited credit limit increase on a credit card with a XXXX balance caused me to believe that yesterday might be a good day to apply for one of the top three credit cards available from Bank of America that I do not possess and one that I have always wanted for its balance transfer feature but have never applied for until yesterday, the BankAmericard. 

However, the joy that I had from the news that Bank of America had granted me a credit line increase on one of the banks credit cards I possess quickly turned to despair when my application for the BankAmericard was declined. 

I called Bank of America yesterday morning to ask that my application for the BankAmericard be reconsidered because I have a FICO score of XXXX with XXXX ( the credit bureau Bank of America submits its inquiries to for credit card applications ), my debt to income ratio is low, my retirement income far exceeds my monthly debt payments, and I have no negative marks on my credit. I am only using fifteen percent of my total available credit from all of my credit cards combined credit limits. 

The customer service representative I spoke with agreed with me that I should have been approved and asked me to give her until XXXX XXXX. yesterday afternoon at which time she promised to call me after she had spoken with her manager about my request for reconsideration who would have by that time have spoken to a credit analyst. 

She confirmed that both my landline and cellphone numbers the bank has on file were correct and she said that if she was not able to reach me on my landline she would call me on my cellphone at precisely XXXX XXXX. yesterday afternoon. 

I rearranged my plans for yesterday afternoon so that nothing would stand in the way of receiving the promised XXXX XXXX. phone call from Bank of Americas customer service representative. 

As of XXXX XXXX the following day after I was promised a phone call from Bank of Americas customer service representative, I have not yet heard from her nor has there been any other communications from Bank of America as I have been monitoring my email account on file with Bank of America ( except for the survey the bank sent me to rate the customer service representative, more on that later ). 

Yesterday evening I sent a message to Bank of America via the contact us feature on the banks website that contained all of the information provided here, including the name of the customer service representative who promised to call me at XXXX XXXX. yesterday, but there has been no response. 

Early this morning I sent an email message to the CEO of Bank of America but no one from Bank of America has contacted me since I spoke with the customer service representative yesterday morning. 

I have reached out to CFPB because it has helped me twice in the past to achieve satisfactory resolutions to problems with two other financial institutions after all of my attempts to obtain resolutions with those particular institutions, one of which was a credit card company, had failed. 

I am XXXX years old. In my entire life of dealing with employees of many banks especially when I was at one time the president of a grocery company in Texas, I have never been promised something from a key employee of a financial institution and the promise was not kept. 

I did receive a survey today asking me to rate the key employee of Bank of America, the customer service representative, with her name provided in the survey. 

I copied the CEO of Bank of America my answers to the questions in the survey because to have been promised a phone call appointment at a specific time and not to have been called as promised by an employee who I had worked with in good faith is the most egregious, bad faith behavior I have ever even heard of, let alone experienced myself from the bank I trust with almost half of my monthly retirement income and I believe the CEO should be made aware of the breach in trust his employee has caused.

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