Consumer complaint received 2025-06-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Unexpected increase in interest rate
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
b'From:XXXX XXXX XXXX XXXX XXXX XXXX XXXXBank of America credit card \nAccount# XXXX XXXX XXXX XXXXDate: XXXX XXXX XXXXConsumer Financial Protection Bureau\nP.O. Box 27170\nWashington, DC 20038\n\nSubject: Formal Complaint Against Bank of America  Unauthorized Billing Change and Resulting Finance Charges, Late Fees, and Credit Damage\n\nTo Whom It May Concern,\n\nI am submitting a formal complaint against Bank of America regarding improper billing practices, unauthorized changes to my billing method, and the resulting financial harm and credit damage.\n\nSummary of Complaint:\n\nBank of America unilaterally switched my credit card account from paper billing to paperless billing without my consent. I was not notified of this change, and the bank has claimed they had no phone number on file to alert me, despite the fact that I have been making electronic monthly payments.\n\nDue to this change, I missed key information regarding the expiration of a 0% promotional interest period. As a result, finance charges accrued without my knowledge. In XXXX XXXX  I paid my entire account balance in full  including finance charges I was told were owed  under the belief my account was fully settled. I later learned that a XXXX  balance, including two late fees, had been sent to collections.\n\nThis occurred despite my consistent payment history and without a clear or timely notice from the bank. Furthermore, my credit report has been negatively affected due to a reported late payment, which was a direct result of Bank of Americas actions.\n\nTimeline of Events:\n\t\tXXXX at XXXX XXXX: I spoke with XXXX XXXX from Bank of America collections, who confirmed I was on paperless billing (which I never requested) and stated paper billing was reactivated that day.\n\t\XXXX XXXX: Call transferred to Dispute Department.\n\t\tXXXX XXXX: Call transferred to Fraud and Disputes. I reiterated my dispute regarding the finance charges and late fees and stated I had paid the full balance back in April.\n\t\tMy billing method was updated to paper statements as of that day.\n\nRequested Resolution:\n\t1.\tReversal of all improperly assessed finance charges and late fees.\n\t2.\tRemoval of any negative credit reporting related to this error from all credit bureaus.\n\t3.\tWritten confirmation that my account billing method is now correctly set to paper billing.\n\t4.\tReview of Bank of Americas procedures regarding billing changes without consent.\n\nI believe this situation reflects a violation of consumer protection standards regarding transparency and billing practices, and I request the CFPBs assistance in holding Bank of America accountable.\n\nI am attaching copies of payment records, correspondence, and my communication log with the bank.\n\nThank you for your attention to this matter.\n\nSincerely,\nXXXX XXXX

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 monetary relief