Consumer complaint received 2025-02-03 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:
On XX/XX/XXXX, I was instantly approved online for the Alaska XXXX XXXX XXXX Credit Card ( ending XXXX ) with Bank of America. A letter dated XX/XX/XXXX, was sent stating suspicious activity was detected and requesting that I call XXXX within 25 days to verify my identity, or my account would be closed without possibility of reactivation. 


Upon receiving this letter, I immediately called the provided number twice on XX/XX/XXXX. During these calls, I was informed that I needed to verify my identity in person at a Bank of America branch in the United States. However, I was unable to do so immediately as I was traveling outside the state at that time. Both representatives offer no other solution other than verifying my identity in person at a branch. 


As soon as I returned, I visited the Bank of America branch at XXXX XXXX, XXXX XXXX, NY XXXX on XX/XX/XXXX, around XXXX PM. I met with XXXX XXXX XXXX XXXX, who attempted to help by calling several internal departments but was unsuccessful in getting the card reopened. She scheduled a follow-up appointment for XX/XX/XXXX. 

At the follow-up appointment on XX/XX/XXXX, I met with Senior Banker XXXX XXXX XXXX XXXX who advised that the only solution was to submit a new application. Following the banker 's instructions, the banker submitted a new application ( reference # XXXX ) directly through the bank 's internal system during this branch visit. The next day, on XX/XX/XXXX, I received notification that this application was declined. 


After receiving the decline email, I immediately made multiple attempts to resolve the situation by phone. I called XXXX times on XX/XX/XXXX, starting at approximately XXXX PM ET. During these calls, the representatives informed me that the only way to request reconsideration of the application was via letter - a response that seems unnecessarily bureaucratic given that I had already verified my identity in person at a branch just the day before. 


Subsequently, I received a formal decline letter dated XX/XX/XXXX, stating that the application was declined because I " have, or recently have had, a sufficient number of accounts with us and/or our affiliates. '' This reason appears contradictory given that the bank had just approved me for the same exact card on XX/XX/XXXX, and the new application was only submitted because of their own identity verification requirements and the force closure of the previous card. 


This sequence of events has resulted in : 1. Two hard inquiries on my credit report for the same product without receiving any usable credit card. 
2. Loss of the original approval and associated XXXX XXXX  XXXX miles signup bonus and other card benefits. 
3. A declined application after following the bank 's own instructions for resolution.

4. Significant time and effort spent attempting to resolve this issue through proper channels ( multiple phone calls and two branch visits ). 
5. Being forced into a lengthy written reconsideration process despite having already verified my identity in person. 
6. Receiving a decline reason that contradicts the bank 's own recent approval decision.

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 non-monetary relief