Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Hello, My husband and I submitted multiple forms for XXXX XXXX to the XXXX at the beginning of XX/XX/year>, and soon after, on XX/XX/XXXX we went to the Bank of America XXXX in XXXX XXXX to inform them about the XXXX upcoming charges ( {$670.00}, {$1400.00} and {$260.00} ) on my debit card for which we have authorization to XXXX via their official form XXXX XXXX XXXX did so because XXXX has a strict policy of rejecting applicants ' cases if the payment doesn't go through for whatever reason. At the BoA branch they told us there will be no problems with the upcoming charges or that I might just receive an SMS to approve the transaction. They also advised to call their card department ( at XXXX ) to double check which we did and the lady on the phone told us exactly the same. Couple of weeks later, on XX/XX/XXXX the XXXX attempted to make the XXXX charges for which I did receive an sms to approve. I followed the instruction from the SMS and approved the charge, however the BoA rejected the charge, therefore due to unsuccessful payment the XXXX rejected our whole case - we found this out on XX/XX/XXXX upon receiving the physical letter of Rejection Notice in our mailbox. Let me explain why this created a huge problem for our financial situation : - The rejection by the XXXX delays my husband 's Authorization for XXXX for another XXXX months, at least. As of today, XXXX is in process of returning our files back to us, and upon receiving them back we need to file everything again. It might take another couple of weeks to receive the documents, then need to file them again, and another few weeks for XXXX to start the process ( if they successfully make the charges to our account ). My husband is a sole provider for our family, since I'm a full time stay at home mom with a small baby XXXX m.o. and a XXXX XXXX XXXX boy. My husband not being able to get work authorization for extra couple of months causes a serious issue for our financial situation. I'm a holder of XXXX and XXXX benefits, and besides that our monthly expenses are more than {$3000.00}. I'm unable to get a job and I'm not sure how are we gon na make it for extra XXXX months of my husband not being authorized for work in the XXXX XXXX We spent hours and hours going to the BoA branch, and twice called their card department to explain the whole situation and the damage done to our family by rejecting these charges by the XXXX. They brushed us off explaining that this was automatic action by their system due to " unusual '' charge, and there is nothing they can do about it, nor they can offer any kind of compensation for it. Unfortunately, I have nothing in official writing from Bank of America since it doesn't offer email correspondance/support, only via phone or in person. We hope you understand how serious of an issue this created for us and we are seeking your help of any kind on this matter. Many thanks!

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