Consumer complaint received 2025-08-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am am complaining for a few reasons against Bank of America regarding what I believe to be discriminatory, predatory, and unethical treatment during a documented medical hardship and temporary XXXX period. 

I have held XXXX credit cards with the institution since approximately XXXX. I was a customer in good standing for years, consistently making payments on time. However, in XX/XX/XXXX, I suffered a serious XXXX XXXX that left me unable to work. I was placed on XXXX  XXXX, which I remain on XXXX. My recovery has been extended through at least XX/XX/XXXX, per medical instructions. During this time, I have been living on XXXX XXXXXXXX income and attempting to manage my obligations responsibly. 

Bank of Americas conduct during this hardship period has caused me significant financial harm, mental distress, and a worsening of my overall recovery. Despite clearly explaining my situation and requesting assistance. I will address each issue : 1. Hardship help was denied several times. I was told I did not qualify for any real hardship or forbearance programs, while other creditors readily offered them. I was only offered credit counseling which does not address my temporary, XXXX  documented hardship. This seems a bit discriminatory because how do they expect I can keep a normal financial expectation when my situation was no longer normal? Im sure this expectation is different for everyone else.

2. The fee practices have been predatory. I was locked me out of making payments through the app during key moments, including just before and after a XXXX XXXX in XX/XX/XXXX. They then charged late fees for those same blocked periods, despite knowing I was recovering. When I called to explain and request the removal of the fee, I was denied. This isnt fair.

3. I was given credit limit reductions and card inactivation for no reason but my XXXX XXXX. XXXX card was rendered unusable without warning while I was still making payments. This damaged my credit and left me without access to needed funds. I constantly asked them could they restart that bill due to my condition as it is thousands behind mixed with many fees. They have hounded me so much, but keep denying me this request. Its as if they like seeing me suffer and is trying to put me far in an unfair hole they know will be difficult to get out of resulting in me owing them much more than I should. Keep in mind the cards arent being used on a regular basis. I was using them before to help with XXXX  appointments and XXXX  up until I received the XXXX checks, but then I stopped. They seem to do this to take advantage of my condition. 
These actions also seem retaliatory and discriminatory against someone in a vulnerable XXXX XXXX. I decided to continue to pay on the other usable card since it was not like wasting money I didnt have to waste, but now they are starting to do the same thing with that card, not allowing me to pay causing incredible late fees.

4. There has been a lack of consistent access to account services all of sudden through my medical hardship. I attempted multiple times to pay via the app during my XXXX XXXX  time frame and was repeatedly blocked. This is punitive and disabling access to essential functions for someone clearly trying to stay in good standing. I would have to call in and then that was just added stress and time consuming especially with dealing with being sick and preparing for procedures. My last procedure I was hospitalized. I tried paying before going in to that procedure that week of XX/XX/XXXX and the app was blocked. I was prepping for my procedure. I called back after getting out to try to pay and was still blocked. The payment went up tremendously after the XXXX. I called when I felt well to pay and see if they could remove the late fee, but they denied. Its like they want me to put my health over this card.

5. There has been an alarming disregard for my XXXX status. I informed representatives, including XXXX and XXXX XXXX in XXXX XXXX on XX/XX/XXXX and XXXX, of my temporary XXXX status and upcoming XXXX. Yet the Bank of America team refused to offer support, fee waivers, or even a restart of the payment plan on the travel card thats thousands behind in very high late fees. This feels like a violation of XXXX protection standards under federal or state law. 
I will provide my medical proof if needed ( as much that keeps me protected ).

Company response to consumer: Closed with explanation