Consumer complaint received 2026-02-19 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: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nBank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nRE: Credit Card Account Closed in Err\n\nMy name is XXXX XXXX and I have been a loyal Bank of America cardholder for years. While reviewing my credit with the three bureaus today, I learned that my credit card account has been closed in err. \n\nIn XXXX XXXX XXXX I contacted all of my creditors and asked for a lower interest rate or if there was a special program that I perhaps could qualify for that would allow me to accelerate the paydown of my debt. Some creditors agreed to lower my interest rate permanently, some agreed to lower the rate on a temporary basis and others agreed to reduce the rate for a specified period of time. \n\nI spoke with your representative and explained to her that I will agree to the reduced interest rate and payment program only if it would not result in the account being closed. Some creditors said that they could reduce my rate, but it would mean the account would be closed, so I decided to leave things as they were in those instances. \n\nYour representative explained that the reduced payment would only be for a specified period of time (60 months) and I would not be able to access the available credit during that period and I agreed because I accelerate the paydown by making additional payments and my credit privileges would be restored once the balance was paid down. \n\nDue to my identity and credit being stolen and compromised, I experienced a significant loss of cash along with infiltration and abuse of some credit cards. \n\nMy notes reflect the following as recorded in my phone under Bank of America:\n\n1.\tInitiated a reduced payment program of 60 months beginning XXXX XXXX XXXX.\n2.\tMinimum payment of XXXX per month XXXXAuto-deducted from XXXX XXXX XXXX XXXX XXXX \n4.\tInterest rate was reduced from 17.24% to 4.25%\n5.\tI could make additional payments once smaller credit was paid down\n6.\tMy account would not be closed\n\nBeyond my notes, I have never received a copy of the agreement nor have I received the declarations and disclosures related to the agreement. The notes within your system do not reflect the contents of our conversation and agreement. The notes and disclosures reflected in your note system are not accurately recorded and do not outline the agreement I entered as I never agreed to my account being closed otherwise, I would have continue to payment XXXX XXXX XXXX per month which is over and above the minimum payment required. \n\nOnce I learned of this err, I immediately contacted your customer service department and spoke with two individuals. One by the name of XXXX from XXXX who transferred me to XXXX XXXX. Asked XXXX if the account closing was a temporary close or a permanent close and he stated that it was permanent. I explained to XXXX that it was my understanding that the only limitation to the account by entering such an agreement was that the available credit could not be accessed during the reduced payment period. I entered into this agreement with the full understanding and assurance that the account would not be closed and that the original terms of the agreement (interest rate) would be restored once the balance was paid off.\n\nThe only reason I entered a temporary agreement was to provide some short-term relief which would give me an opportunity to eliminate some other credit card debt and maintain solid relationships with my creditors. I did not choose XXXX, offer and compromise nor did I choose to discontinue paying my obligation.\n\nDue to lengthy and near-death experience with COVID-19 (24 days in the hospital, 21 days quarantined, required long term oxygen following discharge and loss of vision), I was left to trust others with my personal finances and information. Unfortunately, I was taken advantage of to the tune of XXXX. Nevertheless, I remained committed to my responsibilities. \n \nAlthough I have a solid payment history, Bank of America decided to reduce my credit limit, which increased my utilization rate, which decreased my credit score. Prior to my illness and infiltration of my credit, my score has not been below XXXX for more than the past thirty-five (35). \n\nIn light of the aforementioned facts, I ask that you have my credit card account restored with restrictions on the available credit limit and fully restored upon payoff of the entire balance as agreed.\n\n\nRespectfully Submitted,XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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