Consumer complaint received 2017-07-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I have an   XXXX   XXXX   Visa card through Bank of America.
 XXXX 
It had a {$17000.00} limit that was reduced without explanation on  XX/XX/XXXX  down to {$3200.00}. My balance at the time was {$3100.00}.
 XXXX 
I had n't used my card since approximately  XX/XX/XXXX  and it had a {$0.00} balance. ( I have always paid the balance in full monthly and I only use the card once or twice a year for travel ).
 XXXX 
I received a bill in XX/XX/XXXX  that included my {$0.00} balance and what I think was a new {$85.00} annual fee. I did not pay the bill cause I knew I was going to use the card in the next couple of weeks so I would pay it when I returned from my international trip coming up.
 XXXX 
I called Bank of America on XX/XX/XXXX  to let them know I was going to be out of the country and using the card as my main and only form of payment from  XX/XX/XXXX  through  XX/XX/XXXX . They confirmed this action and I assumed everything was set and ready to go.
 XXXX 
I successfully used the card multiple times internationally on my trip until receiving a fraud alert text after getting my card denied purchasing a {$15.00} waterproof phone case in    XXXX   XXXX   XXXX  ,  XXXX  on   XX/XX/XXXX . I confirmed the purchase through the fraud text alert and my card worked again moments later.
 XXXX 
I again used the card without issue numerous times over the next week and a half.
 XXXX 
My card was then declined a t   XXXX   XXXX   XXXX   on   XXXX   XXXX   on  Monday, XX/XX/XXXX . The restaurant tried running the card twice. I received no immediate follow up text for an explanation or asking a question, no e-mail, no phone call or anything explaining why it was declined.
 XXXX 
I ended up having to call using my cell phone ( international calling ) and spent 45 minutes trying to figure out why my card was deactivated. I was transferred three times and had to repeat my situation each time to the person I talked to. I ended up paying for lunch with cash.
 XXXX 
I was told by bank of america customer service that due to missing a payment ( I used the card for the first time just two weeks earlier ), the system had deactivated my card and would n't allow them to reactive it until the next business day. I explained how it was my only form of funds, stuck at a restaurant without money, and I was traveling internationally like I had told them on the phone two weeks earlier. I reminded them I still needed to pay for lunch and the hotel that night.
 XXXX 
After 45 minutes on the phone I was told my card was now reactivated and ready to use. I had already paid for lunch with cash at that point and finished the conversation on the ferry.
 XXXX 
When I reached my hotel, I went to use the card and it was, again, declined. I, again, received no text or contact explaining the dispute or denial of service.
 XXXX 
I did not want to deal with customer service again so I contacted my mom in the US and we were able to get the room paid for.
 XXXX 
My balance on the card at the time was around {$3100.00} and my credit limit was {$17000.00}.
 XXXX 
Luckily, I was able to return to the US without trying to use the card again, although it left me in serious stress knowing I had to travel home without access to viable funds that I am entitled to in my card agreement.
 XXXX 
I received an e-mail on  XX/XX/XXXX  that my credit limit had been lowered from {$17000.00} to {$3200.00}. I received no explanation and no further contact.
 XXXX 
I received a bill on  XX/XX/XXXX  that listed a {$27.00} fee and {$12.00} in interest charges. I had only been using the card for the last 3 weeks and had never received a statement with any purchases listed on it.
 XXXX 
I find it incredibly unethical, immoral and unnaceptable that a credit card company would treat a customer this way.
 XXXX 
I have never missed a payment on a credit card in 15+ years. I have never had my credit limit lowered before, let alone from {$17000.00} down to {$3200.00} when my balance is at {$3100.00} ( Was {$0.00} on  XX/XX/XXXX ) and they know I 'm traveling out of the country and using the card as my only funds.
 XXXX 
After getting no explanation from customer service for treating me this way after spending what was probably more than 30 minutes on the phone, I ended the call and thought this behavior needed to be reported.
 XXXX 
No customer should be treated the way I was treated and Bank of America should be required to change their policies so they do n't put their customers lives in danger by cancelling their only form of payment while in a foreign country. They knew I was there and had no right to cancel my card or lower my credit line.
 XXXX 
I contacted them to tell them I was traveling out of the country before starting to use my card. They contacted me about possible fraud when I was traveling and I immediately returned their text so they knew how to contact me. They then cancelled my card when I was traveling ( knowing it was my only form of payment and without explanation ) and forced me to call collect to resolve it. They said they resolved it but then my card was denied again that evening at my hotel. I had to contact my mom internationally to figure out another form of payment. I finally received a bill today and it showed a {$27.00} fee and over {$12.00} in interest. Those are fraudulent practices. I had n't even been using the card for three weeks and was already being charged fees, interest, having my card cancelled, and my credit lowered by over {$14000.00} without explanation.
 XXXX 
If I did n't have some cash and the ability to contact my mom, the outcome of me not having any way to buy things could have been drastic. This sort of treatment of a customer is unacceptable, especially to someone with a very good credit history.
 XXXX 
Banks ca n't play with customers lives like this. I demand a detailed explanation from Bank of America so I can start to understand why they would drop the ball so severely.
 XXXX 
Thank You,   XXXX   XXXX   (   XXXX   )  XXXX

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 monetary relief