Consumer complaint received 2025-02-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I recently opened a XXXX XXXX  Credit Card with Bank of America (BOA) for my long trip in XXXX. However, BOA locked my card after I made a couple of purchases in XXXX. I contacted BOA to unlock my card. Although the representatives successfully verified my identity over the phone and I could recognized all the transactions that may cause the lock, they still kept my card locked and insisted that I need to go to BOAs financial center with 2 forms of ID to unlock it. I tried to call BOA so many times, spoke to over 10 reps and their supervisors, spent hours and hours to tell them that I am not able to visit any branch in person because I am out of the US and will not fly back soon, but only got the same answer every time. I actually found there is a BOA branch in XXXX XXXX. BOA told me the staff of XXXX XXXX can also verify my identity for unlocking my card. I just need to go to the branch and ask any branchs employee to call them. I called the branch right after. However, the branchs employee refused to help me with the verification and asked me not to come. About only 3 weeks later, I found my card was closed without any notification and the rewards I earned with the card are all gone.
Based on the following reasons, I think the lock and closure placed on my account is not reasonable and appropriate.
1) As a cardholder, I did not do anything wrong. All I did was to make some purchases during my trip which are normal and completely legal and I can totally recognize.
2) I applied for XXXX  XXXX  Credit Card is because it boasts its 0 foreign transaction fees and high travel reward. Its easy to see how hard BOA tries to attract people to get the card and especially use it for travel expenses, but the difficult circumstance like this that any cardholder may face is not reasonably revealed with the same effort. I would definitely not apply for this card if I know there is any chance to cause such an inconvenience and financial loss.
3) BOA told me the lock was placed for security concern because they couldnt verify my identity. However, my identity was successfully verified in many ways during my communication with BOA and I could recognize all the transactions I made. I could also provide my personal information the agent requested. It should be efficient to clear the concern.
4) On the first day I used the card, BOA declined one of my transactions in a XXXX  in XXXX  and locked my card. I had to call BOAs fraud department to recognize the transaction and successfully unlock all my credit cards. I told the rep that I need to use the card in XXXX, please dont lock it again. The said no problem and told me not to worry, I just need to contact them to approve the transaction even if its locked again. However, only two days later, I tried to use the card again in a gas station. The transaction was declined again and later I found my card was locked. Considering BOA already approved some of my purchases in Taiwan and received my request to keep my card unlocked, BOAs decision to lock my card again doesnt make sense.
5) I thought I was lucky to have a local BOA branch near me in XXXX XXXX. However, the branch refused to help me and didnt even let me walk in. Ive never been asked to do physical ID verification by any bank or credit card company wherever I use their credit cards. If BOA insists it is necessary even when its cardholder is located abroad, physical help desks or offices in major countries/cities should be in place and always open their doors to help cardholders complete it. However, BOA doesnt offer any viable option for customers located in areas without any open-to-public branch. Customers like me are forced to fly to the US, no matter how far, how poor or how busy you are, or your account might be closed in weeks.
6) I spent over $XXXX with the card before it was closed. Its supposed to generate some reward points. Also, I believe my card spending already met the requirement for XXXX  new account bonus point. All my reward points, almost XXXX value, are gone after the involuntary closure of the card. Of course I called BOA for help. However, they said they are not able to redeem the points because my account is still locked even after its closed. Its unfair for me to take the loss.

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