Consumer complaint received 2026-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Subject : Formal Complaint and Request for Executive Review Right of Setoff and Refusal to Remedy I am requesting an immediate executive-level review regarding Bank of Americas handling of a recent right of setoff applied to my husbands account. Bank of America removed over {$4000.00} from a sole account in my husbands name to satisfy a delinquent credit card debt. While we understand th at a right of setoff may exist under certain circumstances, we have serious concerns regarding how this action was executed and the complete refusal to reasonably address its impact. No prior notice was provided before the withdrawal occurred. This deprived us of any opportunity to make arrangements, address the debt proactively, or prepare for the financial impact. Regardless of internal policy language, removing the entirety of available funds without warning demonstrates a lack of reasonable care toward customers. When we contacted Bank of America to request a review and partial reimbursement, we were met with a firm refusal to assist in any capacity. This was despite clearly communicating our situation and requesting only a portion of the funds back to prevent immediate financial hardship. Most concerning, a local branch manager advised us to close our accounts to prevent further withdrawals and acknowledged that reversals are possible, yet none would be considered in our case. This inconsistency raises serious concerns about how discretion is being applied and whether this matter was reviewed fairly. Over the past two years, our family has endured significant hardship, including job loss, a workplace injury, the loss of our home due to fire, and the collapse of a business in which we invested our life savings. We have been living in a camper while working to rebuild. These funds represented our first meaningful opportunity to stabilize, including covering necessary work-related travel expenses for my husbands new position. Instead, the full amount was removed without notice and without any willingness to consider a reasonable solution. We are not disputing the existence of the debt. We are challenging the manner in which this situation was handledspecifically the absence of notice, the lack of discretion, and the refusal to provide even partial relief despite clear hardship. As a result, we have closed all accounts with Bank of America. We are requesting the following : - A formal executive review of whether this setoff was applied appropriately under Bank of America policy - Written clarification of notice procedures and how they were satisfied in this case - An explanation of the decision-making process that resulted in a complete denial of any refund - Reconsideration of a full or partial reimbursement of the withdrawn funds If this matter is not resolved appropriately, we are prepared to pursue further action through the Consumer Financial Protection Bureau and other applicable regulatory channels. We expect a prompt and thorough response. Sincerely, XXXX and XXXX 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