Consumer complaint received 2025-12-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
FINAL NOTICE CFPB COMPLAINT STATEMENT ( Full Statement + Supplemental Evidence and Medical Confirmation ) Related CFPB Case Numbers : XXXX XXXX XXXX 1. Summary Bank of America froze and closed all of my accounts my XXXX account, my savings account, my mothers co-owned checking account, my small-business account, and all associated credit cards without lawful justification. Additionally, my spouse is co-owner on two accounts, and my mother is co-owner on her checking account ; their rights and access were similarly blocked, further compounding the financial and legal harm. 

These closures occurred on a Saturday, preventing timely notification and action. I only discovered the credit-card closures a week later by coincidence, resulting in public humiliation, severe stress, and medical deterioration. 

The banks actions blocked access to protected federal XXXX income, caused emotional injury, and harmed my credit reputation. I possess photographs and video recordings documenting the branch managers retaliatory, racially discriminatory, and harassing conduct, including my mother explaining the situation in XXXX. A police officer outside the branch confirmed that I was correct, acknowledged the incident inside, and noted that the branch client admitted fault. 

Bank of America, on what authority and based on what justification did you choose to retaliate against me and deliberately put me in this vulnerable and painful situation? Despite the evidence and prior complaints filed regarding branch misconduct, your actions included freezing my accounts, seizing rewards, halting scheduled payments, and creating severe financial and medical distress. 

You closed my mothers and spouses accounts without any real, tangible evidence. We presented our evidence at the XXXX XXXX XXXX branch, and I am still ready to prove it. These actions raise serious concerns of XXXX and XXXX-based discrimination as well as retaliation. If you review the events that took place inside the branch, you will clearly see this. No customer should be treated differently based on language, XXXX, or perceived XXXX background. The banks disregard for this explanation demonstrates both bias and procedural failure. This pattern of retaliation and lack of transparency is deeply concerning and contrary to federal consumer-protection standards. These actions have caused lasting harm that must be addressed and remedied through investigation and accountability. 

2. TimeliXXXX of Events XX/XX/XXXX XXXX XXXX Incident Experienced disability- and race-related discrimination, verbal harassment, and unequal treatment due to mobility issues and language. 

Photographs document the branch manager running back inside after I requested to record his words on video. 

Video recordings capture my mother explaining the situation in XXXX  ; the police officer walked outside, confirmed I was correct, acknowledged the incident inside, and noted that the branch client admitted fault. 

My mother witnessed the entire incident. 

XX/XX/XXXX Complaints Filed Filed a CFPB complaint and Consumer Rights complaint, and posted a review detailing discrimination. 

XX/XX/XXXX Emergency Call to BOA & Account Closure Emails Received emails at XXXX XXXX  stating my accounts, my mothers account, and my spouses co-owned accounts were closed without prior notice. 

BOA made a note but provided no written explanation. 

Post-concussion symptoms worsened ; downloaded statements from all other accounts until XXXX XXXX  due to fear of retaliation. 

XXXX XXXX XXXX  Payment Failures & Harm XXXX XXXX scheduled payment : {$100.00} for XX/XX/XXXX; showed as paid on XX/XX/XXXX. 

On XX/XX/XXXX, received letter stating the initial payment failed due to bank error ; now owed {$140.00}. 

Attempted new payment via XXXX XXXX website blocked with message : Payment not allowed on Account # XXXX. Please contact us. ( Screenshot evidence. ) XXXX payment {$67.00} ( XX/XX/XXXX ) ; XXXX Bank charged {$30.00} fee due to BOA freeze. 

XXXX  payment XX/XX/XXXX failed ; {$7.00} fee incurred. 

Credit card payment {$370.00} failed XX/XX/XXXX. 

Rewards wiped out : XXXX points + {$590.00} cashback. 
All events caused severe stress, emotional injury, and medical deterioration for myself and co-owners ( mother and spouse ). 

XX/XX/XXXX Contact from XXXX and XXXX XXXX Bank of America ) Provided number XXXX ( XXXX  Account ). 

XXXX from the same department threatened to end the call if I recorded the conversation and then hung up on me without providing any explanation or documentation. 

This conduct reflects an ongoing pattern of refusal to communicate transparently or in writing. 

November 2425, 2025 Calls from XXXX ( XXXX XXXX ) Refused to provide written explanation for closures. 

Rewards points and cashback not reimbursed. 

Imposed strict transfer deadlines during XXXX, causing further medical and emotional stress. 

Cited a XXXX contract signed when my XXXX was extremely limited. 

Threatened to hang up if I recorded the call. 

Prohibited branch access. 

Denied reimbursement for damages from failed payments. 

Stated I must close all accounts and can not be a BOA customer in the future. 

Suggested I may retrieve funds in cash. 

Repeated discrimination, conflicting statements, and denial of rights forced me to document the conversations. 

Repeated requests for written documentation were refused ; all records will be presented in court if necessary. 

I will request a subpoena for recorded conversations where BOA personnel refused written explanations, as BOA admitted to withholding information and using procedural loopholes. 

XX/XX/XXXX XXXX from XXXX ( XXXX XXXX ) Confirmed refusal to provide written explanations, denial of reimbursement, prohibition on branch access, and no restoration of rewards. 

Said I had until Monday to transfer all funds ; XXXX closures left effectively one day, causing medical deterioration and severe distress. 

XXXX XXXX XXXX  Emergency Attempts to Open New Accounts Spent two full days trying to open new accounts. 

Most banks required appointments and could not assist immediately. 

Process from XXXX XXXX to XXXX XXXX  prevented opening a business account. 

Emergency transfers performed late at night in severe disability-related pain. 

3. Violations ( with statutory references ) UDAAP Unfair, Deceptive, Abusive Acts ( 12 U.S.C. 5536 ) ECOA / Regulation B 12 CFR 1002.9 ( No adverse action notice ) FCRA Violations 15 U.S.C. 1681 ADA Retaliation 42 U.S.C. 12203 Failure to Provide Reasonable Accommodation 28 CFR 36.302 Racial Discrimination and Retaliation Civil Rights Act of 1964 ( Title II, 42 U.S.C. 2000a ) Joint Owner Violations UDAAP Wrongful Withholding of Rewards Unjust Enrichment 4. Requested Resolution Return all rewards ( 55,314 points + {$590.00} cashback ) to myself, my mother, and my spouse.

Reimburse all fees, failed payments, and damages for all affected accounts and co-owners. 

Correct all negative credit reporting. 

Provide written explanations for each closure. 

Investigate retaliation, ADA violations, racial discrimination, and unfair practices. 

Restore my mothers and spouses rights as joint owners. 

Provide compensation for medical and emotional harm. 

Open a formal investigation into BOAs conduct. 

Provide written assurance that no further retaliation or denial of service will occur and that eligibility for future banking relationships will be restored. 

5. Supporting Evidence / Documented Exhibits 1. Branch Incident Evidence ( XX/XX/XXXX ) Photographs of the manager running back inside after my video request.

Video recordings showing my mother explaining the incident in XXXX  ; the police officer walked outside, confirmed I was correct, acknowledged the incident inside, and noted the branch client admitted fault. 

2. Financial and Transactional Evidence Bank-transfer receipts and notes : Transfer per Bank of America instruction CFPB case number pending. 

Online banking records, transaction memos, and contemporaneous notes showing repeated refusal to provide written documentation. 

XXXX XXXX, XXXX, XXXX, and credit-card payment failures with related fees. 

Rewards wiped out : XXXX points + {$590.00} cashback. 

3. Communication Records Summaries of calls with BOA XXXX XXXX confirming repeated denial of written explanations. 

Emails showing that inquiries about account closures were never answered. 

4. XXXX Mailed Correspondence Tracking receipts and envelopes confirming delayed notice and procedural violations under Regulation E ( 12 CFR 1005.6 ) and ECOA ( 12 CFR 1002.9 ). 

5. Medical Confirmation of Harm Licensed medical provider documentation confirming ongoing stress, XXXX, headaches, chronic pain, mobility issues, and chest discomfort linked to the account freezes, XXXX discrimination, and retaliation. 

Confirms discrimination experienced as both XXXX and XXXX-based. 

Physical therapy sessions canceled due to stress, further delaying recovery. 

Subpoena / Preservation Requests I request preservation of all internal surveillance footage, recordings, and communications from the XXXX XXXX, other departments who called me by phone or called them by phone on XX/XX/XXXX through XX/XX/XXXX, as they contain direct evidence of racially discriminatory and retaliatory conduct. A subpoena will be requested for these materials as part of the evidentiary record. 

6. Time, Labor, and Emotional Impact Statement I have spent dozens of hours documenting this situation, preparing complaints, gathering evidence, and organizing communications that BOA should have handled properly. This work caused additional exhaustion, pain, and sleep deprivation, worsening post-concussion symptoms and delaying recovery for both myself and affected co-owners ( my mother and spouse ). 

Bank of Americas retaliatory and discriminatory actions including elements of XXXX bias, XXXX discrimination, and retaliation have caused lasting financial, medical, and emotional damage. I therefore respectfully request that the Consumer Financial Protection Bureau, in coordination with other appropriate federal and state authorities, conduct a full investigation into these violations and require Bank of America to provide written corrective action, restitution, and assurances of non-retaliation.

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