Consumer complaint received 2024-04-29 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: TN

Complaint narrative:
My bank account was closed on XX/XX/year>. In XXXX of 2024, I made my wife an authorized user after making a payment of {$2400.00} to Bank of America. Upon waiting for her card to be mailed to our address, we noticed we hadn't received it. Around XX/XX/XXXX, I called Bank of America to let them know I never received my wife 's card in the mail. The employee I dealt with was great ; he helped me get another card and asked if I would like to close my account and have new cards sent to me. I told him no, that is ok, I just need another card sent out, and that the card I had received couldn't be activated unless my information was used. Toward the end of the call, I also asked if he could put a credit limit increase request in for me, and he did. 

Four days later, on XX/XX/XXXX, I received XXXX emails : XXXX stating that my credit limit increase was denied, the second stating that Bank of America had closed my card, and the third stating that my XXXX new credit cards were on the way. In shock, I called Bank of America to find out the reason for my account closing ( all the phone calls are recorded by BOA ). The first employee couldn't help me, so I asked if I could please be transferred to a manager. Once transferred, I was met with rudeness from a lady who is the manager of the call center, which seemed as if she didn't want to help me handle anything at all. She was very unreasonable, and it seems like customer service wasn't her top priority. She wanted to get me off the call as fast as possible, so she said that she did find that Bank of America denied my credit increase and told me I'd receive a letter in XXXX business days, to which I replied that I understand that they had denied the credit limit increase but why would they close my account for that. She then told me I can't answer that, and the decision is final. If I had any more questions, I should go to a branch or call XXXX. We ended the call. 

The next day, I went to a branch downtown and sat with a senior banker, and he called the credit card company bank so he could get more information. He also went thoroughly through my credit card history and my XXXX credit report that I provided him. While on the phone with Bank of America, they told him that they had closed my account due to suspicious activity or fraudulent activities from my XXXX report, and that they couldn't reopen the account. The senior advisor again went through my account and suggested that it was weird that they said that because my credit history looked good, my payment history had always been on time, and that there weren't any payments or transactions that looked suspicious. He advised me that I should call XXXX to go over this. 

Upon leaving Bank of America, I called XXXX, spoke to a manager who went over my credit history, and even in the last month, and told me that everything looks good, and that Bank of America is lying if they said they closed your account on our behalf because of suspicious activity or fraud. The manager also advised me to call Bank of America back and tell them that XXXX suggested they fix the situation and if they didn't want to, that I need to file a complaint with the CFPB and the FTC. After getting off the phone with XXXX, I called Bank of America back where I finally got transferred to someone who is understanding of the situation and filed an investigation on my behalf. He informed me that he doesn't know why they told the senior banker at the branch that it was because of suspicious activity or fraud and that it was incorrect ; it was based on a credit revoke. He goes to the file for me. This all happened on XX/XX/XXXX. 

About a week and a half later, I received XXXX letters from Bank of America stating that they denied my credit limit increase, which is perfectly fine. These were the letters Bank of America was telling me to wait on. So still not understanding how this is a justifiable means for my account being closed, I called Bank of America back. I asked to speak to a manager and I am passed to the lady I was passed to the first time I called. In regards to my account being closed, in the beginning of the call, I explain my frustration and my wanting of answers and express to her that she was the one who told me to wait on these letters. I received these letters and they are in regards to my credit limit increase being denied. 

She then goes to tell me there is nothing I can do. I then explain to her that maybe my account was closed by mistake when I tried to get a new card mailed to my house for my wife. I told her that I told the other employee I didn't want that account closed ; it was ok. But in the mail when he shipped my wife 's card, there were XXXX new cards : XXXX in my name and the other in my wife 's name, with the same account number. And that my lost parcel of mail had been received the same day as well with the original card with my wife 's name and the same account number as my original card. She told me it's policy to close an account if cards are stolen or lost. I then asked her why would the employee give me an option to close or keep the account open and if it's policy why would the XXXX new cars that were sent all have the same numbers as my original card. She then goes to say she doesn't know and that she can't help me and that there was nothing more she could do. 

I tell her to transfer for me to someone who can help. She transfers me to the fraud department. I then tell the fraud dept. that I need them to note of my file that I will be filing a complaint to the FTC and CFPB because this has gone too far. This was XX/XX/XXXX. Today on XX/XX/XXXX, I received another letter from Bank of America telling me they closed my account based on refunded payments and high utilization. Now in regards to this later. XXXX, I have always made my payments on time ; my payment history is 100 %. XXXX, last month I made a payment of {$2400.00}. The payment didn't post as usual so I called Bank of America in XXXX to ask them if they saw this payment. They said no, and I said well, do you see the account the payment is coming from? They said yes, so I told them to please take out {$2400.00} because I'd like to pay my balance down. XXXX times my bank was hit for {$2400.00} payments, a total of {$5300.00} was taken out of my account so I called for them to fix that because I only planned on {$2400.00} going to Bank of America, mind you this is a {$3000.00} dollar limit card. What this letter is stating is that they closed my account based on a mistake and money being refunded. They kept the original {$2400.00} and refunded me the additional {$2400.00} they took, and they are telling me because they had to refund me my additional money back that the original payment of {$2400.00} isn't sufficient and my on-time payments to them aren't sufficient to keep me as a client that has been with them going on 3 years.

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