Consumer complaint received 2025-06-14 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: FL

Complaint narrative:
Since opening my Bank of America Travel Rewards credit card account in XXXX, I have consistently made payments. Despite this diligent payment history, the exceptionally high Annual Percentage Rate ( APR ) of 29 % has rendered this accumulating debt entirely unmanageable. To date, I have meticulously accrued and paid over {$4800.00} in punitive interest charges on this account, against a total credit limit of merely {$6100.00}. This substantial figure dramatically underscores the unsustainable nature of the current terms and my genuine commitment despite insurmountable financial burdens. My personal financial situation has become increasingly challenging, severely impacting my ability to maintain the required minimum payments, particularly given my lack of a U.S. Social Security Number ( SSN ) or Individual Taxpayer Identification Number ( ITIN ), which has significantly constrained traditional individual debt management options. 

Recognizing this escalating financial distress, I initiated multiple attempts to contact Bank of America directly. My objective was to inquire about available personal financial hardship programs, specifically seeking viable options for a lower interest rate, reduced monthly payments, or payment postponement. Regrettably, my earnest efforts to engage in direct negotiations with Bank of America proved futile. Representatives were consistently unable to provide relevant information on direct bank-initiated assistance for individual consumers or systematically redirected me to third-party credit counseling agencies, effectively denying direct support during a period requiring critical personal financial relief. 

Given Bank of America 's unresponsiveness to my direct appeals, I proactively engaged with Apprisen, a highly reputable non-profit credit counseling agency. Following a comprehensive review of my financial circumstances, I formally enrolled in their Debt Management Program ( DMP ) on XX/XX/XXXX. This DMP outlines a structured and viable repayment plan that proposes a dramatically reduced 2 % APR and a complete waiver of all associated fees for my Bank of America account presenting a sustainable solution that will enable me to fully satisfy my outstanding principal balance. 

My first DMP payment to Apprisen is scheduled for XX/XX/XXXX, with the subsequent disbursement to Bank of America expected on XX/XX/XXXX. Apprisen has confirmed that the formal DMP proposal will be submitted to Bank of America within 30 days of this initial payment disbursement. 

To formally notify Bank of America of my active enrollment in the Apprisen DMP and to underscore the urgency of my situation, I dispatched a certified letter with return receipt to Bank of America on XX/XX/XXXX. This letter thoroughly detailed my participation in the DMP, highlighted its favorable terms, and respectfully requested their expedited acceptance of Apprisen 's proposal. Crucially, it also explicitly communicated my profound concern regarding the upcoming minimum payment due on XX/XX/XXXX, and requested leniency concerning any potential late fees or adverse credit reporting during this critical transition period, as my commitment now fully lies with the Apprisen DMP payments as the designated resolution method. 

I urge the Consumer Financial Protection Bureau ( CFPB ) to intervene and facilitate Bank of America 's prompt review and acceptance of the Apprisen DMP proposal. Furthermore, I seek the CFPB 's immediate intervention to ensure Bank of America provides the necessary flexibility regarding the XX/XX/XXXX payment, thereby preventing further financial detriment while I am actively engaged in resolving this debt through a structured, third-party managed program.

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