Consumer complaint received 2026-06-09 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:
On XX/XX/XXXX an unathorized user made a payment toward my credit card account. Two days later the payment reversed. On XX/XX/XXXX, another unauthorized user made a payment towards my account in the amount of {$7000.00}. The second I got the notification I called bank of america and was transferred through 4 different departments. They were able to remove the unauthorized Chase account from accessing my account and filed a report for the {$600.00} unauthorized payment. They stated that I had to wait until the {$7000.00} payment reversed before I could file a report. It took over a week for the payment to reverse, which occurred on XX/XX/XXXX. On XX/XX/XXXX, I received an email notification from Bank of America stating that they closed my account and I would receive a letter. I immediately called Bank of America and the associate said that the reason for my account being closed is that multiple failed payments were made by me to my account and the second reason was high utilization. I explained that I had reported the fraudulent payments on the XXXX on the phone with multiple associates and a report was filed so that should have been a factor or triggered a closure. She stated that there was nothing they could do and that I should just apply for a new credit card. I did infact apply for a new card and was denied. I decided once I was calmer, but I was definitely getting upset yesterday ( XXXX ), to try and speak to a supervisor to request a supervisory review and reconsideration of the account closure due to the account being closed based on activity that was previously reported to your fraud department. XXXX from Texas reviewed the account and again stated that there was nothing he could do and to just apply for a new credit card, I explained that that is what the associate yesterday told me to do and I was denied. He apologized and I said I wanted to speak with a supervisor because I have been a member of Bank of America for 16 years, since I was XXXX, and I have had this credit card account for 13 years, it was my longest credit account. And that closing the account already affected my credit score, it dropped over XXXX points over night, and affected my credit history. I have never missed a payment and I always make my payments on time. My credit limit on the account was {$19000.00}. I had gotten it paid down to {$19000.00} on my last payment and after the interest charge, it was sitting around {$19000.00}, still under the limit. I try not to use the card and have been working with a financial guide to help me start working on paying down my debt. XXXX then moved me over to a higher up, XXXX. He tried to see what he could do. He stated that if it was just the fraudulent payments, they would have been able to appeal but the high utilization was the second reason the account was closed. I stated that my account had always been in good standing, I always make my payments on time, and the only reason this occurred was because of those two fraudulent payments that were under review. I didn't have the chance to file a report for the second payment, even though it was noted in the first report, because the account was closed prior to me being able to officially report it. I feel as though I am being punished for utilizing the credit that was issued to me and it all started because of these fraudulent payments. I should be penalized for my using my credit card. I sent an email over to XXXX to request a formal review and reconsideration. I am now filing this report.

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 non-monetary relief