Consumer complaint received 2024-09-10 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: DE

Complaint narrative:
XX/XX/year>, I had contact Bank of America 's customer support regarding a financial hardship which would prevent me from making full payments on a good standing credit card account that recently had a interest rate increase, due to a promotional rate expiration. The best response Bank of America could provide, was directing me to just open an additional credit card with them, no further assistance. As a long time ( several decades ) customer with BOA, this was very disappointing. Instead of offering their customers some type of financial relief program option, they just try to push their customers to open new card account, essentially promoting financial irresponsibility. All other creditors and banks I contacted, did actually provide and setup a financial relief program when asked. Bank Of America is the only bank, not providing any help or relief to customers. If they are, they are picking and choosing who they help, and showing biases against their customers. 

Approximately one month later, after making a partial payment, instead of a full payment with the higher interest rates, the BOA website displays a pop-up message on your account. This pop-up requests that you complete a survey and explain why you have not made a full payment. This survey then requires that you " make a pledge '' to seek credit counseling. The survey also directs the customer to use their preferred XXXX XXXX XXXX XXXX XXXX After you complete this automated survey, you receive no response from the bank. When you contact the bank, they will not discuss or assist their customers. You are left to deal with their experimental automated solution, with no option to reach a actual human for assistance. 

After I already starting working with a debit relief company that is not on Bank of America 's preferred list, Bank of America not only ignores them, but also starts to retaliate against their customers for not using their preferred credit counselors, which appears to be a conflict of interest, as you should have the right to choose any independent agency, not be forced to use theirs. As a retaliatory act against their customers, BOA, without notice, shrinks the customers credit limit. This appears to be an intentional act to force their customers to exceed their credit limit faster as they pile on the fees and interest on accounts. This was an account that was always paid in full, and kept current for over a decade. The bank essentially drowns their customers in debt, even when a customer contacted them in advance to find alternative solutions. Instead, the bank ignores their customers requests for assistance in advance, then RAM 's them with fees, accumulating interest, and requests for immediate payments, despite being alerted of a financial hardship. This is what they do to loyal customers who have been in good standing with the bank for over a decade. They must be treating other customers far worse based on this experience. 

Part of BOA 's " attack '' strategy is to send the customer a email ( attached ) informing them of a credit reduction from XXXXXXXX XXXX XXXX Instead of being more transparent with the customer, and sending them a electronic internal secured message through their website as they do with other documents, they choose to send a message via paper mail, which will never show up. The bank is very quick to reduce your credit limit, and demand payment, but takes their time to slowly mail you the actual reason why they took this action, keeping this as hidden as possible. 

So in addition to the bank being secretive and nontransparent about their decisions, they pick and choose which of their customers have the option of a financial relief program. In what appears to be a conflict of interest, if you do not pick their preferred vendors stated in their " pledge '' then the company will automatically unleash their hounds on you. They will ignore and shut out all other credit relief agencies, you must use their vendors or be subject to their fees and aggressive behaviors. 

The bank lists the following credit counseling agency XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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