Consumer complaint received 2021-07-02 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
I lost my job for a year and is now going through a XXXX. On, Friday, XX/XX/XXXX, @ XXXX, I called Bank of America credit card services department for three reasons. First, to find out more about the zero-interest charges and reduced monthly payments that's applied on my card ending in XXXX which started on XXXX XXXX XXXX XXXXXXXX. I informed the bank that the statement does not show when the promotion started and when it supposed to end. Naturally, I asked them for the promotion copy and for more details but could not provide me a copy and instead told me to look at the statement. So, I reviewed my statement " From XXXX XXXX XXXX XXXXXXXX, and it shows that my APR for purchases & balance transfers has always been 18.99 %. 

I thought the bank knew of my circumstance that I was happy to find out that I was not charge of any interest for XXXX XXXX XXXX statement but at the same time got confused on why the statement shows a reduced monthly payment of {$84.00} with a carrying balance of {$8400.00} plus NO interest charges or penalty. I called again because on XX/XX/XXXX, I inquired about who made the changes but no one could give me an answer and for the same reason that I was not able to get a copy of the promotional offer. I was hoping the zero interest charged were kept the same only to find out that after I called them on XX/XX/XXXX, my new statement for XX/XX/XXXX showed an interest charges of {$140.00} with a carrying balance of {$8800.00}. I told them I am calling again to ask for the promotional copy and to find out who initiated the changes and when did the promotion started and suppose to end. Again, they could not provide me one. There was nothing on my statement about the details of the zero-interest charges nor any details of the promotion. 

Second, I called to seek help if Bank of America could help in reducing my monthly minimum payments and interest charges WITHOUT closing all of my credit card accounts. I have been paying good with no late fees and penalties despite the fact that I lost my job for a year in XXXX XXXX XXXX. Also, I have been enrolled in their rewards programs that shows how long I have been with the bank and how I have been loyal to the bank thinking they might consider my long-term relationship and provide help without resorting to closing my account,. 

Third, I called in order to find out who initiated or who requested the changes on the terms of my credit card as I never called over the phone except on XX/XX/XXXX to find out who did it. For all my banking transactions, I do mostly online or mobile banking for checking, savings, auto loan, IRA, and 3 of my credit cards. The card ending in XXXX, has an authorized user and was apparently removed and I could not recall when or who initiated it. With that, I do understand that as the primary owner, I have full responsibility and my authorized user can ONLY use the card, is not responsible for the card payments and IS NOT authorized to make any changes on the terms of my card, nor request any NEW card issuances. 

I spoke to five ( 5 ) card services representative for Bank of America credit card services. The first one, transferred me to fraud right away without even getting enough details on my account. I told her that last time I called, they put me through fraud department but I know the transaction was made by my authorized user but I just wanted to find out when was the last account maintenance made or the changes occurred on my card and who initiated it. But I was transferred to fraud department and waited for another 20 minutes only to find out that she could not help me. Again, I was transferred back to account service maintenance, another wait in the line but this time, she stayed a little longer than the others and did some research. She told me that except on XX/XX/XXXX, when I made the phone call and the online card request I made last XX/XX/XXXX, the last card maintenance and issuance happened on XX/XX/XXXX which had fraud issue and I know it wasn't me who did that. It was my authorized user who solely used this card XXXX. 

After she had given me those information, she had me connected to another department who could help me with reducing my monthly payments or lowering my APRs. A representative came on the phone and he asked me for my address and zip code. When I told him of my situation that I lost my job and is going through XXXX  but I don't want to file for any bankruptcy, I could hear no sympathy nor any interest or enthusiasm to help. I told him that I want to keep my card and continue making payments but I'm looking into ways how the bank can help me reduce my monthly payments and lowering my interest charges. There was a lot of noise background and a lot of pauses that I was wondering if he ever was listening or understanding my case. Instead, I heard on the other line him saying that there's a third party who can help me with hardship issues and they could consolidate all my debts and work with all credit card companies. 

I thought I already told him that I wanted to check first with the bank and don't want to go through bankruptcy. I asked him, " do you mean to say that Bank of America does not offer any help in reducing or lowering monthly payments for credit cards except to go through a debt consolidation company? '' He then said that the bank may be able to help but all my accounts should be close. I asked again, " what do you mean all accounts, including my checking, IRA, auto loan? '' He said all credit cards. I said, I don't want to close my credit cards, I'm only asking if there is a way you could help my case. I could hear the frustrations on both ends so I asked to speak to a manager. This is the 5th representative I've spoken to in over an hour now. Another wait for over 5-10 minutes before the manager came and I could hear some noise on the background. When she came in the line, she did not authenticate me must have spoken to the other representative and flatly said, how can I help you. 

Again, I explained what my purpose is and my intention to not close all of my accounts but is only asking them if they could reduce my monthly payments for the two credit cards that have high balances : card ending in XXXX and card # XXXX. When I asked her about the zero interest charges on the card ending on XXXX, she said that it was just a promotion and that they don't have any promotion offer for me. I asked her if she could provide me with a copy of the promotional offer applied to the card XXXX, she told me that they don't have it and that it should be on my statement but I told her that there was no detailed information as to how long the promotion is good to. As she kept on repeating that there was no promotion and I repeat myself that I already heard you, I'm telling you I did not receive a copy of the promotion and now I'm asking for the details but she just laugh at me as if I did not understand. I then asked her why are they laughing at me since I could hear another person in the background. She told me that there was nothing they could do unless I would apply for the financial assessment and if qualified will have to close all my cards. As she started asking question on why I am asking for help, it's hard to repeat my situation over and over again so I said, I don't want to do the financial assessment. 

I felt it was unfair to not provide me with the promotional offer in writing. I felt discriminated when they laugh at me as I tried to explain why there was sudden changes on this card XXXX and not on my other cards? I have copies of my statement but I could not find any details as to when the promotion started or when the changes occurred. 

Although I'm thankful that I was not charge of any interest for the last three months, I still feel that it is incorrect and false advertising for the promotion if ever there was an offer made or someone made a call or initiated the changes that I was not made aware of. I was only asking if they could continue to NOT charge me with interest or at least reduce any interest charges based on the predicament I'm going through. I think they need the bank needs to educate their employee especially for managers who may have the last decision to shed light to their customer without judgment or discriminatory or unprofessional behavior when an issue is escalated to them.

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