Consumer complaint received 2018-02-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
I had faced discrimination by Bank of America employees and supervisors giving false information and maliciously lied to in attempt to deceive. I had called in XX/XX/XXXX bank of America credit card services about a general question and later I questioned why I dont have the credit increase option in my online banking for the credit card ending in XXXX, instead of telling me that the reason is because the account is new ( as I was explained to later by many boa employees ) the employee had said it shouldnt be an issue and we can process it through the phone. As expected I got denied because my credit history was less than 3 months. When I asked another customer service rep he agreed that this shouldnt happened and said he will help me out but he hangs up the line. I called a day or two later and spoke with another customer service, she agreed and said that in fact they didnt run any hard inquiry therefore there is no reason to worry, which was a lie. She said she will place me on hold to verify the information she gave me and later she again confirmed that they didnt run my credit, which again a lie. A week later I checked my credit report and I saw that they did run my credit. I called and spoke with a customer service and was giving some confusing information, I request to talk to a supervisor and I got the worst help. I asked her if she can tell me the reason why I got my credit increase denied and she stated that she wont know the detail since I got it in the denial letter. After talking for a while about this subject she read the denial reason as stated in the letter which initially she said she couldnt do, which I confirmed she that she stated initially she couldnt see the reason. Also she kept stating that bank of America employee ( referring to the employee that lied about credit inquiry not being pulled ) are not trained professional and I have to seek a financial counselor. I had reminded her that am complaining that someone is lying to me and I had trusted bank of America but they are treating me unfairly, she didnt care about my request and kept twisting the way she talk to left the blame from her employee, which I believe was due to my accent ( discrimination ). After getting no help I ask if I can speak to her supervisor she put me in hold and later stated that no one is available. I had requested f she can place a request for someone to call me and she said she did. Next day I called a customer service to question how come I didnt get a call back and also to verify if the supervisor indeed place a call back request for me. The customer service personal confirmed that there is a call back request and I just have to wait couple of days, which I was told later is a lie. About a week later I called questioning how come I never got a call back since I waited for a while and I was told that there was never a call back not in my account! I requested a supervisor and explain how I have been mistreated, lied to, and discriminated against and the supervisor stated she will help me. After talking for a minute I stated I want to file a formal complaint through her about the employees that lied to me. She said that she will definitely help with that and gave me the address to mail a complaint, I asked is this different for the one I can do through the phone she stated No but she is giving me this option because I requested to file a FORMAL COMPLAINT. Again I ask, If I file a complaint through the phone will it be called formal complaint she said yes. So I asked why is she given me the hardest option? I had explained that I am again being treated not professionally and discriminated against. 
Each time I called I was told that someone one will call me and also someone supposed to get back with me about the complaint I file, and no one had called or cared. 
I also request to listen to previous 6 month conversation with bank of america which will show how i was lied to before and never got help based on what i believe is discrimination.

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