Consumer complaint received 2024-05-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX  XXXX  I spoke with BofA XXXX XXXX by phone, my father then came on the line as well to do a conference call at XXXX XXXX XXXX My father & I asked to settle my closed credit card amount of XXXX. The agent XXXX offered us a XXXX XXXX discounted amount of XXXX, we accepted & my father paid it that day over the phone from his bank account. BofA then mailed me a letter dated XX/XX/XXXX vaguely stating : Unfortunately we are unable to process your request. On XX/XX/XXXX at XXXX XXXX XXXX I called the phone number on the letter & was told by an agent that I still owe a balance of XXXX. I asked if he could see the last payment made of XXXX which was a payoff & he said he could see a payment of XXXX. I told him that is incorrect & stated that I was offered a settlement orally which was accepted & paid on XX/XX/XXXX & requested the agent review the call from XXXX XXXX  as proof & to notate my account that a settlement was agreed upon. He said he would do so & I told him Id call back later instead of holding. I called on XX/XX/XXXX at XXXX XXXX  XXXX & to check status of the call review & ensure BofA was honoring the settlement agreement. The agent stated no calls were reviewed on my account & the loan still has a balance. I requested the agent notate my account that an oral settlement was agreed upon & that the previous agent promised to review the call & failed to do so. I received the same letter from BofA as the one they dated XX/XX/XXXX but this one was dated XX/XX/XXXX again stating were unable to process your request. I called BofA to check status on XX/XX/XXXX at XXXX XXXX  XXXX & spoke to a XXXX XXXX. She stated I am not eligible for a settlement due to my account not being past due & that I am enrolled in a hardship program. I asked her if she reviewed the call from XX/XX/XXXX as I was told then that I was disenrolled from the hardship program so they could offer me the settlement which I accepted. XXXX replied she did NOT review the call but she knows the agent XXXX made an error & will be informed of that & BofA will not honor the settlement. She said I can send a letter of indemnity to BofA to file a dispute within XXXX  days. She told me XXXX  to login to my BofA account which I informed her twice that I no longer have online access to as BofA XXXX it due to my credit card XXXX being closed. I asked to be mailed a copy of the credit card terms & conditions which she said will be sent. I ended the call then feeling very betrayed & deceived by there breach of oral contract about the settlement. I received a regular statement in the mail showing the payment of XXXX & a balance due of XXXX payment due date XX/XX/XXXX, XXXX  payment due XXXX ( which was the amount I was paying monthly on the hardship program. ) BofA did not honor there word in disenrolling me from the hardship program, they did not honor that they agreed to a settlement, offered me the settlement amount which I & my father accepted & fulfilled the offer the same day. They did not honor that they said they would review the call recording either. BofA has proven to be deceptive & misleading & lacking accountability.

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