Consumer complaint received 2023-06-29 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN

Complaint narrative:
On XX/XX/XXXX, I applied for a travel rewards credit card through Bank of America online. On XX/XX/XXXX, I received email confirmation that my card application was approved from an email from Bank of America and that my credit card would arrive in 7-10 days. During the week of XX/XX/XXXX, I received a mailed letter from Bank of America that my application looked fraudulent and that I needed to verify my identity. After calling their hotline, I was referred to have to go to an in-person location to have my identity verified with two forms on ID. The closest physical location being approximately XXXX miles away ( XXXX ) from my home. 
On XX/XX/XXXX, I went to the XXXX, Indiana Bank of America location to be verified in person. At this appointment, I was told my account was verified and that my credit card was in the process of being mailed to me and should arrive no later than the XXXX. The card did not arrive before the XXXX, and I was out of country from the XXXX with my mail being collected by my family. The card was not in the mail during these dates. 
On XX/XX/XXXX, I emailed the banker that I met with on the XXXX requesting the account be closed. I had to email him a second time on XX/XX/XXXX to receive any follow up correspondence regarding my request. On XX/XX/XXXX, I was on the phone with the credit card hotline through Bank of America. I was informed that they could not verify my account because I only had 1 phone number and no account number to provide, and that I would need to drive into an in-person location a second time to verify my account. 
On XX/XX/XXXX, I received a letter from Bank of America ( dated for XX/XX/XXXX ) that my credit card application had been approved and that this credit card would arrive in 2 weeks. I again attempted to cancel my account ( now having the last four digits of my account number ). During this call, I was informed that my account had not been verified on XX/XX/XXXX when I drove to XXXX, IN from XXXX XXXX, IN. I was again informed that the only resolution was to verify my account ( with 2 forms of ID in person at a physical location, approximately XXXX miles away ) for the account to be closed. 

It has been over a month since I initially applied for the Bank of America Travel Rewards credit card. I am being asked to drive over 400 miles in order to verify my account ( as the first time I visited on XXXX, my account was not verified and they are requiring a second physical location visit to verify that I am trying to close my account ). I have received two difference dates of correspondence ( email on XX/XX/XXXX and mailed letter dated XX/XX/XXXX ) that I was approved for a credit card that I have yet to receive. I am unable to close this account after multiple attempts due to mistakes made on the end of Bank of America ( not verifying my account after the XX/XX/XXXX in-person verification, card not being sent in a timely manner after initial request ). At this time, I want this account closed.

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 non-monetary relief