Consumer complaint received 2025-06-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
related complain : XXXX, XXXX I am filing this complaint because Bank of America ( BOA ) has continued to mishandle the closure of my credit card account despite multiple attempts to resolve the issue. 

In early XXXX, I visited a BOA branch in person to request that my credit card account be fully closed, as I no longer needed it. The branch representative assured me that the account would be closed. However, a few months later, I was contacted by phone and informed that there was still a balance due before the account could be closed. This was the first time I had been made aware of any remaining charges. 

After speaking with a BOA representative by phone, I learned that at least {$200.00} of the balance consisted of late fees and past-due interest, which I was never made aware of when I initially requested account closure. I was told by the agent during the call that I would only need to pay the original active balance and that the late fees would be waived. On that basis, I made two payments totaling {$1500.00} on XX/XX/XXXX, expecting the account to be closed with no further obligation. 

However, BOA later contacted me again, claiming that additional late fees had been applied and were still accumulating. I was shocked to find out that the late fee waiver was never processed, and the account had not been properly closed. A second representative again promised to file a waiver for the charges, but I later received an email on XXXX XXXX XXXX, showing that over {$500.00} in late fees had accumulated on the account. 

At that point, I escalated the case. The escalation manager who called me the next day had no knowledge of the issue, forcing me to re-explain the entire situation from the beginning. Despite my explanation and clear evidence that the account should have been closed, the manager refused to waive the charges and did not honor the verbal agreement I had received. I ended the call feeling ignored, and no meaningful resolution was provided. 

In XX/XX/XXXX, following my formal complaint to the CFPB, BOA responded with a letter that simply listed billing amounts and claimed all charges were accurate. However, they failed to provide any proof of how they investigated my complaint or why the fee waiver promised by their own agent was not honored. They also did not address why I was told the account would be closed, only to continue receiving statements and accumulating fees for many months afterward.

Most recently, BOA contacted me again, and I spoke with a female representative who simply read through her script at computer-speed, refusing to address the actual substance of my complaint. The conversation was rushed, robotic, and made no effort to understand my frustration or explain how BOA intended to resolve the situation. It was clear she was trained to deflect rather than help. I have recorded this phone call as further evidence of how dismissive and ineffective BOAs customer service has been throughout this ordeal.

I have endured ongoing mental stress and wasted countless hours trying to correct this issue that resulted from BOAs failure to act on my initial request. Their negligence has caused me financial strain and put my credit at risk. 

Requested Resolution To resolve this matter fairly, I request the following : Immediate and permanent closure of the account.

A full waiver and refund of all late fees and interest that accrued after XX/XX/XXXX. 

An official correction to any credit reporting errors related to this account.

A formal apology from BOA and the escalation manager involved.

Compensation for the time, stress, and damage caused by BOAs failure to fulfill their verbal agreements and for the deceptive handling of this case.

A written explanation of BOAs investigation and why they ignored the fee waiver agreement that led me to make the XX/XX/XXXX payment.

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