Consumer complaint received 2024-09-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KS

Complaint narrative:
- On XX/XX/XXXX, the APR for our BofA credit card ending in xxxx went from 0 % to 20 %, since the promotion 0 % APR expired after one year.

Apparently, we forgot that would happen, since we were so busy and preoccupied with so many things : taking care of our sick mom ( she is in the late XXXX 's in age, has been living with my family for a number years ), kids school, car broken down and car shortage, busy with XXXX ' charity work for our XXXX. 

- What we didn't expect was that, even though the {$300.00} automatic monthly payments were made to the xxxx acount, on time for every single month from XX/XX/XXXX to XX/XX/XXXX, we suddenly got notified by XXXX in early XXXX that a BofA account was put into delinquency. Needless to say, we were in shock, since it never happened before, ever. After logging into XXXX, we realized it was the BofA credit card account ending in xxxx. 

- Apparently, when the 0 % APR promo expired, the minimum went up which was more than the monthly {$300.00} automatic payment. Hence they charged us a late fee of {$39.00}, plus the insane interest fees of over $ XXXX, each month, from XXXX until XXXX We did not receive any notification about the late fees, the whopping interest fees, and their placement of the account into a delinquency status. No text, no email, not even a phone call from any BofA representative, giving us advance warning about the interest charges, late fee, and especially the delinquency. 
Suddenly, we found out about the delinquency via a notification from XXXX. Sad thing is, never before we had any account on delinquency, never got charged that much interest and fees. 

- As a big company, with many clients, BofA could have implemented the alert/alarming/notification system for upcoming expiration of the promo APR rate, for any interest rate charges, for any late fee, and for any planned delinquency. BofA has alerts that clients can select to enable or disable, for purchases, refunds, and other alerts, but no alerts for the alerts that I mentioned. 

- We did reach out to BofA customer service and talked to them several times, sincerely and humbly asking for a one-time exception of removing all interest fees ( way over $ XXXX ) and late fees ( near {$300.00} ), from XXXX until XXXX. Sadly they refused to help, not admitting that they are partly responsible for putting me into this terrible situation. 
We expressed concern that we are currently under extreme distress and financial stress, especially my spouse 's credit score plummeted from XXXX to around XXXX 's, just like that in just a few days because of the delinquency. Because of that my wife can no longer borrow, until we can work with XXXX on removing the delinquency. BofA doesn't care at all, refusing to help. I even sent emails to XXXX XXXX XXXX, BofA 's VP of customer care and to the BofA XXXX, XXXX XXXX XXXX, explaining my situation and presented good reasons why the interest charges should be removed, sincerely and humbly asking for help, yet they've stayed silent, with no responding back to my emails. So sad, how they can ignore someone in need, especially since we are very long time clients of BofA, well over a decade. Not a response from either XXXX of them, but I am still hopeful sometime this week, they would respond and help my family out. 

- I intend to share on social media, XXXX, FB, about how bad and uncaring BofA 's customer service is. They claim client is their # XXXX priority, but that's not what I am seeing right now. I don't wish any other consumer to fall into this situation. I am no longer recommending BofA to anyone anymore. If there is a future opportunity for us to quit BofA, move all of our accounts to another bank, we will definitely do so, with no hesitation. For now, we are stuck, but will wait for that opportunity to come. Now, we have to scramble on how to pay that much interest. 

That's my case. We feel so unfairly treated. Any help from the Consumer Financial Protection Bureau would be much appreciated. 

Thank you for listening and helping resolve this situation.

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 monetary relief