Consumer complaint received 2015-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
On XXXX/XXXX/XXXX I opened a credit card with the Bank of America. On XXXX/XXXX/XXXX I was notified the card did not go through during a transaction so I called the company. I was told by CSR XXXX that they needed to " verify '' my Social Security number and since that process was n't completed the card was closed. I was in awe - shocked. I advised the CSR that I had not received anything requesting additional information from the Bank of America and she advised that a letter had been sent out. I have no idea where they sent that letter but it was n't to my address. I advised her of this. I wound up talking to XXXX, Manager and she was trying to get us through to the department we needed to straighten the situation out. We were on hold for an extended period of time and she gave me the direct number. On XXXX/XXXX/XXXX I called ( XXXX ) XXXX - the Compliance Processing and Monitoring Department and spoke to CSR XXXX. He advised to fix the situation and re-open the card I had to A ) Go in to a Bank of America branch ( there are none within a XXXX mile radius, at least, from my house ) or B ) I could fill out a form and fax it back to them. My Social Security number is not going out anywhere on paper. This is their problem and they make it mine. When I asked to speak to a Manager I get XXXX, an Escalation Specialist. I told him because of their mistake my credit is affected and he says " Correct '' - then he catches himself and says " there is minimal or any affect to my credit ''. I do n't even think " minimal '' is fair - I did nothing wrong. If I had received a letter I would have responded to it. I have a XXXX XXXX I have had for many years. I do n't ignore things. If they have an " internal audit '' that involved needing my Social Security number and the account gets closed through no fault of my own, how is that my problem ie : affecting my credit? At the tail end of our conversation, XXXX says to me " You had a Bank of America card that was closed with a balance ( I think he said ) of {$500.00} on it ''. That card was closed when I was forced to claim bankruptcy in XXXX. I was a Nurse and blew out my spine lifting a patient. I lost everything and was forced to file bankruptcy. I told XXXX, Manager, this, but I am sure there was a code showing along with the old account and he was quite aware that the card was closed in a bankruptcy. It sounded like he was throwing it up in my face, like " I 'll show her ''. " How dare he mention this? What did it have to do with the matter at hand? He does n't know the back round of the bankruptcy - I am now legally XXXX from this injury. How unprofessional. He should consider himself lucky if he has never faced a catastrophe and had to deal with everything that goes with it. And this from an " alleged '' professional. 

My complaint is that The Bank of America 's mistake is going to affect my credit, plain and simple. They have to have a better system during these " audits '' - My phone number is on file - what happened to a follow-up phone call after sending the letter? Everything could have been avoided if this practice was in place. 

I am glad, at least, that the Bank of America will no longer get ANY of my business and I will be sure to relay this to all family and friends.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation