Consumer complaint received 2025-02-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am writing to bring to your attention a serious matter regarding the improper closure of my XXXX Bank of America credit cards due to errors made by your staff during an identity verification process. As a loyal customer since XXXX, who chose Bank of America as my first financial institution upon immigrating to the United States, I am deeply disappointed by this situation and its significant impact on my financial well-being. 

Timeline of Events : XX/XX/XXXX : Received notice requesting identity verification for XXXX credit cards, with a deadline of XX/XX/XXXX. 
XX/XX/XXXX : Promptly contacted BOA credit services and was directed to visit a local branch. 
XX/XX/XXXX : Visited the XXXX XXXX, XXXX  branch with comprehensive documentation, including : Valid passport Income proof ( pay stubs and bank statements ) Address verification documents ( utility bills and government correspondence ) During this visit, the attending banker made critical errors : Incorrectly recorded my nationality on the verification form Disregarded my suggestion to include tax returns as proof of income Failed to allow me to review the completed verification form Assured me that no further action would be required Carelessly prepared the required documentation despite having all necessary materials XX/XX/XXXX : Discovered all three credit cards were disabled. Upon contacting customer service, I learned the verification failed specifically due to : The incorrect nationality recorded on the form Missing tax return documentation that I had suggested including XX/XX/XXXX : Revisited the XXXX XXXX branch, where XXXX XXXX XXXX XXXX ) XXXX Case Number : XXXX for review. 
XX/XX/XXXX : Called the credit card services department ( XXXX ) and learned that despite the bank 's clear errors, the decision to keep my accounts closed was maintained.

Subsequently made multiple attempts to resolve this issue through visits to five different branches across the XXXX XXXX and numerous phone calls, all to no avail. 
Impact : This situation has created severe complications in my life : Currently in the process of applying for a mortgage as a newlywed, with potential lenders questioning the sudden closure of long-standing credit accounts Potential negative impact on my credit history and score at a critical financial juncture Disruption to my daily financial operations, including automatic payments and recurring subscriptions Embarrassment at point-of-sale when cards were declined Significant time spent ( approximately 30+ hours ) attempting to resolve this issue Erosion of trust in an institution I've relied upon for nearly a decade My History with Bank of America : Loyal customer since XXXX XXXX opening accounts immediately upon arriving in the United States Maintain substantial deposits across checking and savings accounts Regular international wire transfers, demonstrating international financial ties Perfect payment history on all credit accounts with no late payments or defaults Total relationship value of [ approximate dollar amount if applicable ] Regular use of online banking, BofA investment services, and mobile applications Request for Resolution : I respectfully request that you : Review the circumstances leading to this closure, with particular attention to the documentation errors made by your branch representative Acknowledge the bank 's errors in the verification process in writing Reinstate my credit cards immediately with the same credit limits and terms Issue a formal letter confirming this event will not negatively impact my credit report Provide compensation for the significant inconvenience and potential impact on my mortgage application process Review branch procedures to prevent similar situations for other customers As someone who has trusted Bank of America with my financial future since arriving in the United States, I believe I deserve consideration and correction of this error. This situation arose not from any fault of mine but from documented mistakes by your staff.

I look forward to your prompt attention to this matter and remain hopeful for a fair resolution that reflects the long-standing relationship I've maintained with Bank of America . If I do not receive a response within 14 business days, I will be forced to explore other remedies, including filing complaints with the Consumer Financial Protection Bureau and the Office of the Comptroller of the Currency. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Case Number : XXXX Primary Contact : XXXX XXXX XXXX XXXX ) XXXX Number for Credit Card Services : 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 explanation