Consumer complaint received 2026-01-27 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:
I am submitting this complaint regarding the involuntary closure of my Bank of America credit card accounts and the forfeiture of my accrued rewards, which resulted from repeated administrative and address-entry errors by Bank of America , despite my multiple good-faith attempts to correct my contact information. 

In or around XXXX, I updated my mailing address with Bank of America after moving. After this update, I received a letter stating that my contact information needed to be updated. I followed the instructions provided, including clicking the link in the email and updating my address online. 

Despite this, Bank of America sent another letter requesting address verification. I then contacted Bank of America by phone on multiple occasions to verbally provide my correct address. My address includes a house number with a letter suffix, which is a valid USPS-registered address at which I have previously and consistently received mail. 
I was informed that Bank of Americas system indicated my address was invalid. I received calls from Bank of America regarding this issue and returned those calls, again confirming my address. After repeated failed attempts by Bank of America to enter the address correctly, I was instructed by a representative to remove the letter suffix from the address, which I did at their direction. 

I contacted Bank of America multiple times by phone to correct my address and respond to Bank of Americas requests. I know that I spoke with Bank of America representatives on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ; XX/XX/XXXXXXXX  ; and XX/XX/XXXX, and I also contacted Bank of America by phone on multiple additional occasions prior to these dates for the same issue. 

On XX/XX/XXXX, I spoke with a Bank of America representative regarding my address. During this call, my account restriction was removed and my credit card functionality was restored, indicating that Bank of America had accepted my contact information and was able to reach me successfully. 

At one point, when my account was restricted and I called for assistance, a representative read back the address on file and I discovered that the street name was missing entirely, indicating that the address had been entered incorrectly by a Bank of America representative. I contacted Bank of America again on XX/XX/XXXXXXXX  regarding the same issue. Nevertheless, my credit card accounts were subsequently closed on XX/XX/XXXXXXXX  for alleged failure to maintain updated contact information. 
Because my accounts were reinstated prior to closure, and because I contacted Bank of America multiple times before XX/XX/XXXX, any assertion that I did not respond or did not attempt to correct my contact information prior to the account closure is incorrect. 

After the closure, I contacted Bank of America multiple times to request reinstatement of my forfeited rewards. Two internal review tickets were submitted. One resulted in a form denial stating that rewards could not be issued due to account closure. These reviews did not address the underlying cause of the closure, which was Bank of Americas repeated administrative and address-entry errors rather than any failure on my part. 

I do not have exact dates for every phone call because Bank of America uses multiple phone numbers, and some inbound and outbound calls were not logged on my account. During at least one call, a Bank of America representative told me they could not see a call I had and have the date of reflected in my account history. Despite this, I made repeated, timely, good-faith efforts to update my contact information as instructed. 

On XX/XX/XXXX, when I contacted Bank of America again regarding my forfeited rewards, I spoke with multiple representatives. During this call, one representative informed me that my address on file still did not include the street name, despite my numerous prior attempts to correct it and despite the prior reinstatement of my account. I had the address corrected again during this call. This confirms that Bank of Americas internal address records remained inaccurate over an extended period of time. 
As a direct result of Bank of Americas administrative failures, my XXXX XXXX credit card account was involuntarily closed and I lost XXXX rewards points through no fault of my own. 

I am requesting reinstatement of my forfeited XXXXXXXX XXXX XXXX points or a monetary equivalent issued by check or other method, since Bank of America closed all of my credit card accounts and I no longer have an open account to which a statement credit could be applied. This request is based on Bank of Americas administrative errors that caused the involuntary closure of my accounts.

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