Consumer complaint received 2025-03-07 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: NY

Complaint narrative:
I had been having issues with Bank of America in making my payments online. My original payment on 1 of my cards ( ending XXXX ) did not go through with my checking account on file. I immediately made a payment the next day, that was processed. A few days later Bank of America processed the original payment AGAIN which caused fees on my checking because the funds were not in there. Subsequently, Bank of America put a freeze on me being able to make payments online. This caused me to sit on hold for about an hour on or about XX/XX/XXXX to finally get someone to make ANOTHER payment to unfreeze the payment block. As this is happening, my other card ( ending in XXXX ) which is paid on time, every time with no issues is ALSO blocked and autopay is suspended by Bank of America. Causing this card, I was keeping in good standing, to go late. I again called, made the payment with the intention that this block for me to pay online would be solved in approximately 5 days. Next billing cycle comes, and the block is STILL not removed. Causing me to call AGAIN on XX/XX/XXXX and sit on hold for an hour, after a representative hung up on me. Finally, a kind gentleman put in to remove the freeze and took payments from me. The card that has been paid on time, every time went through with no issues ( XXXX ). My other card ( XXXX ) again had an issue with my checking account on file and was returned. On XX/XX/XXXX as I intended to call Bank of America to resolve this issue, I was informed that BOTH of my accounts were closed. Having two accounts with Bank of America, never late on payments in 3 years, I was shocked that this was happening! I asked for the reason and two separate people told me they can not see the reason and I can expect a letter. I asked to escalate this to a retention team or a higher level to see what can be done to keep the accounts open. I was told nothing can be done once they are closed. How are they allowed to close BOTH accounts when one has NEVER had payment issues ( XXXX ) - expect for the ones Bank of America caused themselves by turning off my auto pay without my knowledge! The other I was trying to resolve between issues with my checking account and was prepared to make up the returned payment. And prepared to possibly pay off the balance on one of the cards with my bonus next month. I expressed that I would be happy to make an arrangement to prevent the cards from closing and hurting my credit overall. I was told there was no one else I could speak to on this. I did advise that I would be putting this complaint in, since part of my payment issues came from Bank of America 's own processes and lack of follow up and since no one agreed to provide me with a contact for someone to re-evaluate my case and consider re-opening my card. Therefore, I am submitting this complaint on Bank of America for their horrible customer service and their unfair standards when they consider closing an account.

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