Consumer complaint received 2024-09-24
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (TX)

Good afternoon, We opened a Bank of America Credit Card in XX/XX/XXXX, we have maintained all balances and payments on time. Our last payment was for {$9600.00} in XX/XX/XXXX. After this, we did not use the card to our knowledge for any purchases. 

XXXX Bank of America, we accrued a late fee of {$25.00} in XXXX. It is unclear based on what balance we accrued this fee. We did not receive any alert in XXXX or XXXX regarding a past due payment or balance due. On XX/XX/XXXX, we received an alert saying minimum payment is due ( not a past due alert ). 
By this time, according to Bank of America we have accrued another {$60.00} in late fee. Again unclear based on what this was assessed. 

Our credit card was closed by Bank of America ( without any notification ) based on their internal policy of closing accounts that are 60 days past due. 

We applied for a pre- approval for mortgage with this bank in XXXX where they told us that our FICO scores were significantly reduced due to past due balance. this was a surprise to us. We spoke to the credit card services on XX/XX/XXXX and they assured us there is no past due balance, in fact a refund was issued and the account fees were removed. We requested a statement reflecting this so we can dispute the credit report. This was mailed to us by XX/XX/XXXX. 

Issues : 1 ) Bank of America did not contact us via email, phone or mail to alert us of the issue. We hold over ~ $ XXXX in assets/cash with bank of America XXXX Would we not pay {$25.00} if we were aware this was due? 

2 ) Their alert stating that a minimum payment is due was misleading. They never sent any specific alert that we are past due in XXXX, XXXX or XXXX. If they had sent us a notification, we would have immediately paid. Note minimum payment was due on XX/XX/XXXX for {$60.00} and they closed the account on XX/XX/XXXX without notification. We have attached a screenshot of the XXXX alert. 

3 ) On contacting Bank of America via phone on XX/XX/XXXX, we were told it is the consumers responsibility to log in and check for past due balances. Bank of America is not responsible for sending credit card past due alerts. This is incorrect policy and does not serve the customer well. We have credit cards from XXXX and XXXX and those banks follow normal processes of alerting customers of balances and past due. 

4 ) The account was closed without allowing us to pay the pending fees. How is this ok? We never said we cant pay - if we were alerted on time, we would have paid. In fact, we would have still paid in XXXX but the account is closed and we don't have access to any statements or balance history. 

5 ) The recent statement sent by them still shows a balance due even though we have another letter from them stating the account is closed. This shows their statements are not reliable.

6 ) if Bank of America removed all the late fees and closed the account with a XXXX balance realizing their error, why are they refusing to remove the credit remarks on past due XXXX and XXXX for the month of XXXX and XXXX Ask : XXXX Bank of America did not alert us of specific past due balance, they should remove the past due 30 days and 60 days reported to the bureaus. They have removed the fees and updated the balance to zero but refuse to update the bureau. 

This is impacting our mortgage application and our ability to secure a good loan for our family 's future.