Consumer complaint received 2026-03-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Follow-Up Complaint Regarding Administrative Errors Leading to Involuntary Account Closure CFPB Complaint Reference : XXXX I am submitting this follow-up complaint regarding the involuntary closure of my Bank of America credit card accounts and XXXX XXXX XXXX my accrued rewards, which was caused by repeated administrative errors by Bank of America, not any failure on my part to maintain accurate contact information. My previous complaint was closed on XX/XX/XXXX, but Bank of Americas response did not address the underlying administrative failures. Background and Issues : XXXX. In or around XX/XX/XXXX, I updated my mailing address online after receiving letters from Bank of America. This initial update was an attempt to correct my contact information, but the system failed to register it correctly. XXXX. Bank of America repeatedly sent letters requesting address verification. While I do not have copies of these letters, I did receive them in the mail, confirming that they had my correct mailing address on file. XXXX. Their system repeatedly flagged my address as invalid, and I made multiple good-faith attempts to correct it by phone, including on XX/XX/XXXX ; XX/XX/XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX, among other calls. XXXX. At XXXX point, a representative read back my address, and XXXX XXXX name was missing, indicating Bank of America had entered it incorrectly. XXXX. Despite my repeated efforts, Bank of America closed my accounts on XX/XX/XXXX, forfeiting XXXX Travel Rewards points. Concerns with Bank of Americas Response : XXXX. They claimed I did not update my information by the XX/XX/XXXX deadline. I believe I contacted Bank of America prior to this deadline, but call logs XXXX not fully reflect all calls. I request that CFPB review Bank of Americas internal call records to verify my attempts. XXXX. Electronic notifications were not consistently delivered, despite my settings being set to electronic contact. I did receive physical letters in the mail. Even now, the electronic documents do not show up in my account when I login online, see screenshots. XXXX. Bank of America did not address the repeated administrative errors that caused the account closure ; they only cited program terms. Request for Resolution : 1. Reinstatement of my XXXX Travel Rewards points or a monetary equivalent. XXXX. CFPB review of Bank of Americas internal call logs and contact update records, including : -The number of times I contacted Bank of America XXXX correct my address. -The number of times Bank of America XXXX attempted to update my contact information on my behalf. -Whether these updates were successful or failed. XXXX. An acknowledgment and explanation of the administrative errors that led to account closure, beyond referencing program terms. In summary : I took all actions requested by Bank of America, including updating my address online, following links in emails, providing verbal confirmation by phone, and making adjustments to my address as instructed by representatives, yet the errors persisted. As a result of Bank XXXX XXXX repeated administrative errors, I lost XXXX Travel Rewards points, which I can no longer redeem for travel or other rewards. This is a direct financial loss caused entirely by their failures. I request that CFPB require Bank of America to provide all internal records related to my account, including call logs, address-update attempts, and communications, to verify my repeated good-faith efforts. Bank of Americas policies state that points are forfeited upon account closure, but the closure itself was caused by the banks administrative errors, not any failure on my part. Forcing me to forfeit points in these circumstances is unfair and contrary to good customer practices. Thank you for your attention to this matter.

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