Consumer complaint received 2026-01-07 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: FL

Complaint narrative:
I am enrolled in Bank of America 's paperless banking system for my BOA XXXX credit card. Under this system, statements are only viewable through online banking and are not sent as email attachments. I relied exclusively on online access to review statements, transaction history, and interest calculations. 

In XXXX, the account became delinquent. Starting in XX/XX/XXXX, I spoke to Bank of America to question specific fees and interest charges on the account and request detailed transaction history and interest calculations. 

My last statement notification was XX/XX/XXXX. On XX/XX/XXXX, I received an email about collection referral, but it gave no warning that my online access would be terminated. 

Bank of America has now filed a lawsuit against me claiming I owe $ XXXX, XXXX. When I tried to log in to access my account records to defend myself, I discovered Bank of America had terminated my online access without any prior notice. The credit card no longer appears in my online account overview. 

This termination also blocked my access to the web-based dispute system I previously used to dispute charges. I can not access historical statements, interest rate calculations, or transaction records needed to verify whether the claimed balance is accurate. 

This appears to be by design. I still have access to my Bank of America checking account and continue to do business with the company. Only the credit card access was removed. By possessing more account information than the account holder at the start of the collection process, Bank of America is effectively skewing the collection process in their favor. 

Bank of America is suing me for over $ XXXX while simultaneously making it substantially more difficult for me to access my own account records to verify that amount or prepare my defense. 

This conduct violates XXXX  Statute 655.059 ( 2 ) ( a ) the state where I reside and this lawsuit is taking place, which provides borrowers the right to inspect books and records pertaining to their accounts. It also breaches the duty of good faith and fair dealing, frustrates the principles of the Electronic Signatures in Global and National Commerce Act requiring electronic records remain accessible to entitled persons, and creates fundamental procedural unfairness by allowing Bank of America to claim an account stated while preventing me from accessing records necessary to verify or challenge the claimed balance. 

I am bringing this to the attention of the CFPB because this practice of terminating online account access for customers enrolled in paperless statements may be standard procedure at Bank of America. If applied across thousands of collection cases, this practice would systematically result in greater collection success for the bank while disadvantaging customers who are unable to access their own records to verify balances or mount a defense.

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