Consumer complaint received 2025-04-01 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: CA

Complaint narrative:
We visited a Bank of America ( BOA ) branch to request the closure of our account, as we no longer needed it to remain active. At the branch, the BOA representative assured us that the account would be closed. However, a few months later, we received a phone call informing us that there was an outstanding balance that needed to be paid before the account could be closed. 

During our initial visit to the BOA branch, we were not informed that there was any remaining balance to be paid. When we spoke with the representative over the phone, we discovered that at least {$200.00} of the total amount was due to late fees and past-due charges. Both the BOA representative and I agreed that we should not be responsible for these additional late fees, as we believed the account was already closed. We agreed to pay the original balance of {$1500.00} on XX/XX/year>. 

A few months later, BOA contacted me again, claiming that there was still an outstanding balance because additional late fees had been applied to the account. I then discovered that the late fees, which were supposed to be waived according to the initial agreement with the representative, were still being charged. A second representative promised to submit a waiver claim, agreeing that we should not be responsible for those late fees, and filled out a waiver form. 

However, on XXXX  XXXX-XXXX, XXXX, I received an email stating that the accumulated late fees had reached over {$500.00}. I called BOA again, and the representative promised to fill out another waiver form. During this call, I realized that BOA might be using the waiver process to keep the account open, allowing them to continue collecting late fees, despite my repeated attempts to close the account more than XXXX months ago. 

Frustrated with the lack of resolution, I requested to escalate the case. The escalation XXXX called me the next day but seemed unaware of the situation, forcing me to explain the entire incident again. Despite my explanation, the XXXX still refused to waive the {$500.00} in late fees, even though I pointed out that the card had been inactive since I initially requested the account closure. The XXXX also did not acknowledge the previous representatives promise to waive the fees, which was the reason I agreed to make the first payment on XX/XX/year>. The call ended on a negative note. 
Since then, I discovered that the late fees had accumulated throughout XXXX, and BOA kept misleading me into believing that the fees would be waived and the account would close automatically afterward. I am experiencing significant mental stress due to the ongoing situation and the feeling that I am being unfairly treated by the banking system. 

Despite my efforts to resolve the issue with BOA, they struggle to find records of my previous conversations with the agent who agreed to settle it. Its frustrating to repeatedly explain the situation, and Im beginning to question their commitment to resolving the problem. Fortunately, I recorded the XXXX most recent calls with BOA, including the one with the escalation XXXX. 

I am seeking assistance in resolving this issue as I believe that BOA has been deceptive in their practices and has caused me unnecessary XXXX  and XXXX  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 explanation