Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR

Complaint narrative:
Product : Credit card Company : Bank of America Issue : Improper fees, misleading statements, lack of transparency, and failure to resolve complaint What happened : I am submitting this complaint regarding improper fee assessment, misleading statements by Bank of America supervisors, refusal to provide policy transparency, and failure to resolve an escalated complaint. 

I paid my Bank of America credit card account in full to {$0.00} on XX/XX/year>. After payoff, the account was frozen, leading me to reasonably believe the card was inactive and would not incur additional charges or fees. 

XXXXCredit card account paid in full to $ XXXXFollowing payoff, the account was frozen, leading me to reasonably believe the card was inactive and would not incur additional charges or fees. 

XXXXUnexpected purchase posted : {$33.00}, despite the account having been frozen. 

XXXXAdditional unexpected purchase posted : {$25.00}. 

XXXXAnnual fee of {$95.00} assessed. 

XXXXLate fee of {$29.00} assessed due to nonpayment of the annual fee.Interest of {$2.00} also applied. 

XXXXI contacted Bank of America immediately after noticing the unexpected fees.I spoke with XXXX XXXX for approximately one and a half hours.During this call : I explained that the account had been paid to XXXX and frozen I stated that I did not expect or agree to continued annual fees XXXX XXXX informed me that Bank of America is able to reverse an annual fee if the request is made within 60 days of the charge Despite this, the fee was not reversed during the call XXXXI called and requested closure of the account. 
XX/XX/year> - Subsequent call ( Supervisor ) Executive Escalation ( Level 2 ) On XX/XX/year>, I called and spoke with XXXX, an Officer in Executive Escalation / Advocate Level 2. 
He stated that no late fee reversal was possible because the account was 60 days delinquent, despite the fact that I had tried to address it in the 60 day window on XX/XX/year>, and refused to provide the policy supporting this claim, stating Bank of America was not required to be transparent regarding internal policy. 
He also stated that the account was closed due to delinquency, which was inaccurate because I had called on XX/XX/year> and had it closed myself. 

XX/XX/year> Follow-up after the Escalation I then spoke with XXXX XXXX XXXX who consulted with a supervisor and the collections department.The call involving XXXX was escalated for review due to his conduct, and a Complaint Resolution Team was reportedly engaged. 

As of today XXXX have received no follow-up, written response, or resolution. 

I am requesting the following resolution : Reversal of the annual fee ( {$95.00} ) Reversal of the late fee ( {$29.00} ) Reversal of all associated interest Verification of account records that reflect customer-requested closure, not delinquency Written confirmation of resolution I am filing this complaint because Bank of America failed to resolve this matter internally despite multiple good-faith attempts, provided inconsistent explanations, and refused policy transparency.

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