Consumer complaint received 2016-03-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
My name is XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX VA XXXX. Phone number is XXXX and email is XXXXXXXXXXXX. My issue is with my Bank of America XXXX XXXX Account, XXXX. I have had this in excess of 10 years, used it at the beginning to consolidate debt, and ever since I have made the monthly payment on time, without fail. In XXXX, I just happened to glance at the monthly billing statement, and saw an available credit which stands at {$30000.00}. Having just took on some large home repair expenses, I contacted Bank of America on XXXX XXXX to ask how I could utilize the available credit, as there is no " card '' associate with this account. The representative stated I had XXXX options, utilize access checks, go into the branch and take a cash advance or she could transfer me to the balance transfer department to utilize that option. However, this account would be referred to a " Non Serviceable '' status during XXXX 2016. Asking what that meant, I was informed that the XXXX Option accounts would no longer be offered, this account could not be utilized in any way after that time, and would close when the balance is paid. No problem. The representative indicated that she would send me out access check immediately, which would take a few business days. No problem. A week passed and no check, so I called once again on XXXX XXXX and was told that the representative from XXXX XXXX had not requested the checks. This representative would order the checks, again coming to me in a few business days. I called back on XXXX XXXX to validate, and was told again that the checks were mailed on XXXX XXXX and I should be getting them within the next couple of days. Once again, I asked if the checks are not received, could I go into the branch and obtain a cash advance. The representative stated yes. Also I confirmed that whatever transaction I undertook would be at the 11.99 % interest rate as confirmed on my stated. Again, I was informed yes. To my surprise, a letter came in the mail yesterday which stated that access check would not be sent as they are no longer available. It also stated that " between XXXX and XXXX 2016, we will be closing all XXXX Line of Credit accounts. '' ( Confirming what the representative had told me over the phone. So, naturally, I contacted Bank of America by phone today ( XXXX XXXX ), to inquire as to what happened, why I was told incorrect information, and if I still had the option of obtaining a cash advance from a branch. Again, to my surprise I was told NO! What is even more frustrating is that this representative told me that if I had called BEFORE XXXX XXXX, then they could have sent me the checks. HOW WAS I SUPPOSED TO KNOW THIS??? I never received ANYTHING in the mail alluding to this fact, nor did any of the previous Bank of America Representatives give me this information. All they told me was YES, when this letter states NO, and the XXXX representative states NO. 
Basically, I find this all very, very misleading. I have an available credit in writing on my billing statement. I have been told by XXXX different representatives that I can utilize said available credit and explained how, even telling me that the requested access check WERE MAILED TO ME, when that is clearly not the case. All to come and find out that I missed a deadline that WAS NEVER COMMUNICATED TO ME, by 1 day in order to take advantage of my available credit. This is the standard definition of false and misleading information both in writing and as communicated by Bank of America 's telephone representatives. This needs to be rectified to my satisfaction with available credit open to use, as clearly saying ugh and sorry IS NOT THE WORLD CLASS CUSTOMER SERVICE THEY SAY THEY WANT TO PROVIDE. CC to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thankyou.

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