Consumer complaint received 2026-03-04 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: NV

Complaint narrative:
I am submitting this complaint regarding the closure of multiple Bank of America credit card accounts that I did not authorize to be closed. I have been a Bank of America customer for approximately 20 years and have maintained several credit card accounts with them. Approximately eight months ago I had a XXXX, and while adjusting to new expenses I contacted Bank of America to inquire about temporary hardship or promotional options to lower my monthly payments while I caught up financially. I made it clear during the call that I was still able to make payments and was simply exploring options to temporarily reduce my monthly obligation while preserving my credit standing. During the recorded call on XX/XX/year>, the Bank of America representative informed me that in order to receive a promotional interest rate and lower monthly payment, I would need to authorize the closure of two specific credit card accounts. I clearly authorized the closure of only the following two cards : Card ending in XXXX Card ending in XXXX At the time of the call, one of these cards still had over 50 % of its available credit remaining, and two other cards on my profile had {$0.00} balances with available credit lines of approximately {$10000.00} each. During the same call, the representative also discussed a promotional offer related to my XXXX XXXX credit card ending in XXXX. Because I had an upcoming trip the following week and wanted to avoid any issues with that card, I specifically declined that offer and did not authorize closure of that account. The call ended on a positive note and I thanked the representative, believing that only the two accounts I authorized would be closed. However, the very next day, while attempting to make a purchase, my credit card was declined. When I contacted Bank of America, I was informed that Bank of America had made the decision to close all five of my credit card accounts. At no point during my call did I authorize the closure of all of my accounts. In fact, my clearly stated intent was the opposite to temporarily reduce payments while preserving my credit history and open accounts. I attempted to resolve this directly with Bank of America. I spent approximately six hours across five separate phone calls requesting escalation and asking to speak with supervisors. Ultimately, I was told that this was the final decision and nothing could be done. I also requested a copy of the call transcript or recording, as the call was recorded and would clearly demonstrate that I only authorized the closure of two accounts. Bank of America refused to provide a copy and stated that recordings are for internal use only and do not need to be shared with customers. The closure of all five accounts has significantly harmed my credit profile, including reducing my available credit and negatively impacting my credit utilization ratio. This occurred despite my long-standing relationship with the bank and my attempt to responsibly manage my accounts during a temporary financial hardship.

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