Consumer complaint received 2026-06-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I am filing this complaint regarding five distinct, documented issues with my Bank of America credit card account ending in XXXX, which I held for over 17 years before it was closed on XX/XX/XXXX without notice of any kind. All of these issues have been reported to Bank of America through multiple channels over a period spanning many months and I have requested a response to be in some form of writing. Bank of America 's only substantive written responses were two form letters dated XX/XX/XXXX asking me to call them, one letter dated XX/XX/XXXX confirming cancellation of scheduled payments and 30 plus calls and voicemails. None of my complaints have been addressed in writing or fixed. # # Issue 1 Unauthorized Recurring Payments and Regulation E Violation For approximately two years, I canceled scheduled and automatic payments on account ending in XXXX multiple times. Despite those cancellations, payments continued to process without my authorization. The payments were not consistent they would appear almost monthly and sometimes multiple times in a single month or not at all. These payments were ACH pulls from my external XXXX XXXX checking account ending in XXXX. Continuing to initiate electronic fund transfers from a consumer deposit account after authorization has been revoked is a violation of the Electronic Funds Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., and Regulation E, 12 C.F.R. Part 1005. Bank of America 's own records document returned payments on at least the following dates : XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. There are many more which I have the statements for. I also have screen shots of the scheduled payments history from the app.These are a direct consequence of canceled payment authorizations continuing to process. On XX/XX/XXXX after approximately two years of my repeated cancellation requests and attempts Bank of America mailed a letter to my address confirming : " As you requested, we've cancelled the scheduled payments for monthly your minimum payment from your account ending in XXXX to this account. This cancellation was effective on XX/XX/XXXX. '' The phrase " as you requested '' in Bank of America 's own written confirmation acknowledges that I had been making this request and that it was not acted upon until XX/XX/XXXX. I have retained this letter.This is after me canceling by phone several times, canceling through my BoA phone app, and on the BoA website.Im unsure which instance caused BoA to send me a letter for the first time ever regarding me canceling auto payments since it didn't specify in the letter. # # Issue 2 Alert Notification Failure Documented by Bank of America 's Own Records My account alert preferences were set to text message notification throughout this period. My phone number on file ending in XXXX is correct and has been correct throughout. I have not been receiving text alerts as configured. Bank of America 's own Alert History documents this failure directly. The following text alerts to my number ending in XXXX are marked " Undeliverable '' in Bank of America 's own system : - XX/XX/XXXX " We received your credit card payment '' - XX/XX/XXXX " We received your credit card payment '' - XX/XX/XXXX " We received your credit card payment '' - XX/XX/XXXX " We received your credit card payment '' This is 4 of the 8 consecutive payment alerts failed to deliver to the same number that I am allowed to view on my Bank of America App. Other alerts sent to that same number during the same period delivered successfully, including a login alert and an authorization code on XX/XX/XXXX, and payment due alerts on XX/XX/XXXX and XX/XX/XXXX. Bank of America can not attribute these failures to an incorrect phone number. Their own records show the number receives some alerts and fails others, with no explanation provided. This failure extends to critical security communications. On XX/XX/XXXX, Bank of America sent an urgent fraud verification alert regarding my account ending in XXXX requiring my immediate response. That alert was sent to my email not to my phone despite text being my configured alert preference. Two months later, my account was closed with no notice delivered through any channel. # # Issue 3 Privacy Breach Inside Secure Banking App On XX/XX/XXXX, Bank of America delivered another customer 's nonpublic personal financial information directly into my authenticated, secure Bank of America mobile app inbox. The information included that customer 's full legal name, credit card last four digits, exact past due balance, exact total balance due, and payment due date. This was delivered inside my secure, logged-in banking account app not via external email. This constitutes an unauthorized disclosure of a third party 's nonpublic personal financial information and is a potential violation of the Gramm-Leach-Bliley Act ( GLBA ), 15 U.S.C. 6801 et seq. I have retained screenshots documenting both messages as they appeared in my in-app inbox. I reported this breach to BoA through multiple different channels on multiple occasions. I have screenshots of each time I sent them something and always requested that I get a response in writing since I am unable to use the phone. Bank of America. Bank of America did not respond to any of my notices. # # Issue 4 Fabricated Contact Record, Sustained Refusal to Respond in Writing, and Documented Pattern of Phone-Only Communication All of my complaints were submitted through Bank of America 's secure in-app messaging system beginning XX/XX/XXXX. And a few through email when responding to their false claims of speaking to me. I explicitly and repeatedly requested written responses only. * * Fabricated contact record : * * Bank of America sent emails on both XX/XX/XXXX and XX/XX/XXXX stating : " It was helpful to speak with you on XX/XX/XXXX. '' I made no phone call on XX/XX/XXXX or at any other time related to these complaints. My voicemail records confirm that on XX/XX/XXXX, Bank of America representative XXXX XXXX left a voicemail. That voicemail was not a conversation. Bank of America documented an unanswered voicemail as a completed conversation in their own outreach correspondence twice, in writing. I disputed this in writing on XX/XX/XXXX and XX/XX/XXXX. Bank of America did not correct the record. * * Disorganized case handling : * * In response to my XX/XX/XXXX written complaint, Bank of America opened two separate cases and mailed two identical " We've Tried To Reach You '' letters on XX/XX/XXXX Case number XXXX and Case number XXXX for the same complaint, on the same date. Both letters stated that Bank of America tried to reach me by phone but could not, and asked me to call XXXX. Neither letter addressed the substance of any of my complaints. This is the only written response Bank of America provided to any of my complaints prior to this filing. * * XXXX documented calls after written-only request : * * My voicemail records document the following Bank of America calls placed to my phone number after I explicitly and repeatedly requested written communication only : - XX/XX/XXXX XXXX XXXX XXXX Bank of America XXXX Resolution Team. ( she said she was calling due to a recent phone call I had had. No phone call was had, she is responding to the issues I left in my messenger mail box app ) - XX/XX/XXXX XXXX XXXX, Bank of America, Resolution Team. ( Same as before ) - XX/XX/XXXX XXXX XXXX, Bank of America, Resolution Team. ( same as before but now instead of a recent phone call, she said " a recent interaction '' ) - XX/XX/XXXX XXXX, Bank of America - XX/XX/XXXX Bank of America - XX/XX/XXXX Bank of America - XX/XX/XXXX Bank of America - XX/XX/XXXX XXXX, Bank of America - XX/XX/XXXX XXXX, Bank of America - XX/XX/XXXX XXXX XXXX, Bank of America - XX/XX/XXXX Bank of America - XX/XX/XXXX XXXX, Bank of America ( XXXX ) - XX/XX/XXXX XXXX XXXX, Bank of America - XX/XX/XXXX XXXX XXXX, Bank of America ( XXXX ), citing XXXX survey - XX/XX/XXXX XXXX XXXX, Bank of America ( XXXX ), again citing XXXX survey - XX/XX/XXXX XXXX XXXX, Bank of America - XX/XX/XXXX XXXX XXXX, Bank of America XXXX called and left voice mail at XXXX ) - XX/XX/XXXX XXXX XXXX XXXX Bank of America That is 18 documented calls after I requested written communication only. I have voicemail transcripts for each. And there are more since writing this. * * Survey response by phone : * * I submitted a written complaint through Bank of America 's own XXXX customer feedback survey, which was confirmed as submitted. Bank of America 's response to that written survey was to call me twice XX/XX/XXXX and XX/XX/XXXX explicitly referencing the survey as the reason for the call. Bank of America has not provided a single written response to the substance of my XXXX submission. * * Capability to write is confirmed : * * The XX/XX/XXXX payment cancellation letter and the XXXX XX/XX/XXXX form letters demonstrate that Bank of America is fully capable of mailing written correspondence. Their failure to respond in writing to the substance of my complaints is not a system limitation it is a choice. * * In-app chat loop : * * On XX/XX/XXXX, I again attempted to reach a live representative through Bank of America 's in-app chat by selecting " Specialist '' under security issues and account malfunction. The system looped back to the same automated prompt without connecting me to a person. The only human contact option offered was " Call now. '' I have screenshots of this. # # Issue 5 Account Closure Without Adverse Action Notice On XX/XX/XXXX, Bank of America closed my credit card account ending in XXXX without prior notice of any kind. I received no written notice, email, text message, or in-app communication that my account would be or had been closed. I held this account for over 17 years. Following the XX/XX/XXXX fraud alert, Bank of America mailed me a replacement card on account ending in XXXX same account, new card number which I did not request and received no explanation for. My existing card was still functioning at the time and was not due to expire for approximately two more months. Because my original card remained active, I set the replacement card aside. In XX/XX/XXXX, I called to activate it, and a representative informed me the account had been closed. He could not provide a reason. That phone call was the first and only notification I received of the closure. No notice of any kind was sent through any channel no letter, no email, no text, no in-app communication. The sequence is notable : Bank of America mailed me a replacement card on an account it was in the process of closing, provided no explanation for the new card, closed the account without notice, and then provided no notification through any channel. I learned of the closure only when I called in XX/XX/XXXX to activate a card Bank of America itself had mailed me. I also note that on XX/XX/XXXX seventeen months after the XX/XX/XXXX account closure Bank of America sent an email stating my mailing address was either outdated or not recognized by the XXXX XXXX XXXX That XX/XX/XXXX flag can not explain the missing XX/XX/XXXX adverse action notice for two reasons : ( 1 ) it came 17 months after the date any notice should have been sent, and ( 2 ) Bank of America successfully mailed the replacement card to that same address in the period immediately surrounding the XX/XX/XXXX closure. If the address was undeliverable, the replacement card would not have reached me. The address was not the issue and since receiving that letter I have continued to receive mail from BoA each month when they send my statements. I also had and have not moved so they would have been no reason for BoA to say a new address was the issue. Bank of America is required under Regulation B of the Equal Credit Opportunity Act ( ECOA ), 15 U.S.C. 1691 et seq., and its implementing regulation at 12 C.F.R. Part 1002, to provide an adverse action notice when closing a credit account. No such notice was provided. I have no record of ever receiving one.

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