Consumer complaint received 2025-11-09 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:
On XX/XX/XXXX ( XXXX, Texas time ) i was in XXXX, XXXX when my card stated unusual activity. The XXXX time the app prompted me to sign in and acknowledge the transactions. That amount was around XXXX dollars. After that i recieved multiple declined charges for amounts of XXXX and XXXX dollars. This is a card typically spend XXXX XXXX dollars a week on and pay off every XXXX weeks. The current balance on this account is XXXX dollars. I call after waiting over XXXX minutes and a never ending loop with their AI about suspicious activiuty i speak with someone they tell me the XXXX dollar transaction has been approved it must be the vender i explained to them multiple times this was the bank of america site requesting verification and then failing to approving and requestion i call bank of america. i speak to XXXX different XXXX. The first XXXX told me my card did not extist had me read out my COMPLETE CARD NUMBER AND SECURITY CODE ( which bank of america cliams they will never do ) after verifying that they had the wrong account they finally got my account kept cliaming that it was the vender i told them it was happening on various venders they refuse to accept responsibility for the issue. i get transfered to a lady she cliams she doesnt see anything and keeps saying its the vender i told her its bank of america XXXX opening up. she tried to send me a verification it fails link. I recieve the link and it fails to verify me. I told her that proof something is wrong with the system and someone higher needs to look into. She doesnt escalate this issues keeps saying they dont see an issue on thier side. Then she says oh i clear it, even though she repeatedly claimed she could see anything. i test it with a transaction about XXXX dollars on grab it goes through. Hours later i attempt to pay for medication and a ride to my appt so i dont not go into XXXX failure. The card begins the same loop of requesting verification of transactions and failing. I am the stuck walking XXXX miles on foot while on the phone with bank of america who continues to tell me the same we dont see it must be the vendor i demand to speak to a manager due to the repeated same questions with no resolve and no urgency for a customer who has a spotless payment record and over XXXX in their bank who can not get her XXXX limit visa with a balance of XXXX dollars approved for a XXXX cent transaction. I wait on hold for this manager for over an additional XXXX minutes while walking through the alleyways and streets of XXXX trying to to get hit by cars and motorist so that i can get my XXXX dollar doctor appoint for my vitally needed medication. i use the last of the cash i have- i try to book a grab home for about XXXX dollars. it goes through i get to my airbnb i got to get food- i have no money on had and my card will not approve food. I am stuck in XXXX with no accessible money. BOA claims it not them its visa, XXXX says it BOA. When i advised BOA if they could reach out to XXXX on my behalf to clear up any issues between the XXXX of them they did not respond. They showed no care, or intreast in helping me resolve this issue outside of repeating the same no help information. I incurred cost as well having to use my american phone overseas to wait to speak to a human and dealing with thier AI that sends you in a loop when discussing suspicious activity alerts

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