Consumer complaint received 2025-09-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I previously filed CFPB complaint # XXXX regarding ongoing technical issues with Bank of Americas mobile app that prevented me from accessing my credit card account and making timely payments. 

In summary : XX/XX/XXXXXXXX  : My credit card account would not load in the Bank of America mobile app. I contacted customer service, but no resolution was provided. Once the card became visible again, I immediately made the payment, only one day late due to the malfunction. 

XX/XX/XXXX XXXX  : The same problem occurred again. I contacted customer service several times. A representative acknowledged the issue and said they would reopen my account and investigate, but I never received follow-up. Once the account became visible in the app again, I made the payment the very next day. 

Despite these repeated attempts to resolve the issue and my good faith efforts to pay, Bank of America closed my account. On XX/XX/XXXXXXXX, when I called again, instead of resolving the problem, a representative blamed me and said I should have used other ways to make the payment which is unfair since the app malfunction was outside my control. 

This is clearly a system issue, not user error, and I should not be penalized for Bank of Americas technical failures and lack of support.

Furthermore, Bank of Americas written response to my prior complaint ( Company responded on XX/XX/XXXX/XXXX ) provided a false and unhelpful resolution and contains multiple serious inaccuracies and misleading statements. The attachment they sent to me includes the following inaccurate and concerning items : Unauthorized account actions/ lack of notice : They state they closed the old credit card ending XXXX and opened a new card ending XXXX on XX/XX/XXXXXXXX. I was never informed of this change and never received a physical card for the new account. I only discovered the new account number by checking the mobile app. This appears to be an attempt to show the account is open while avoiding accountability for their earlier technical failures. 

False claim of identity-theft report : The company claims that on XX/XX/XXXX I reported the account as opened fraudulently and that they opened an identity-theft claim ( # XXXX ). This is completely false. My XXXX calls were to report that I could not see my card in the app and to request that my card/access be restored. I never filed a fraud or identity-theft claim. 

Mischaracterization of actions on XX/XX/XXXX : Their response states they denied a fraud claim on XX/XX/XXXX because statements were sent to the address on file and payments were made implying I used the account. I did not file a fraud claim and never asked them to treat the account as fraud. These assertions misrepresent my communications and are contradictory given they also opened a new account number. 

Incorrect closure date and wrong address : The letter asserts the account was closed on XX/XX/XXXX XXXX  because I filed a fraud claim again false. The response lists an address that is not mine : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  NY XXXX I have never lived at that address ; I live in New Jersey. The attached PDF also contains false complaint numbers and inaccurate financial figures ( for example, a claimed balance of {$4100.00} ) that do not reflect my payments or communications. 

Conflicting statements about credit reporting and lack of responsiveness : They now claim they have reported my account history fairly and accurately to the credit bureaus and will not change or delete it, while also stating they are not reporting delinquencies. These statements are contradictory. Previously I requested corrections and the bank did not act ; now they assert they reported and refuse to change the record. They provided a contact XXXX XXXX, Resolution Specialist ( XXXX ext. XXXX ) and I received three calls I missed while at college ; I returned calls and emailed but did not receive substantive follow-up. I will attach my emails and call attempts. 

Account holds and freezing of other accounts : After this sequence of events, Bank of America placed a hold on my account and froze access to my savings account, allegedly because someone reported fraud. I have been a customer since XXXX and provided identification when I opened the account. Freezing my savings is causing me financial harm and appears to be the result of the banks mishandling. 

This conduct is serious and amounts to harassment. I never refused to pay the balance I repeatedly asked for my card/access to be restored so I could pay, and I made payments as soon as I was able. Instead of acknowledging a system failure, the companys response shifts blame to me, includes false statements, and has resulted in account closure, restrictions on my funds, and potentially inaccurate reports to the credit bureaus. 

Additional Resolution Requested ( in light of the companys false and misleading response ) : Investigate and correct the false statements in Bank of Americas response dated XX/XX/XXXX. Require the company to provide documented evidence for any claim that I filed a fraud report, requested account closure, or that justifies the account actions they took. 

Reopen my original credit card account OR remove all negative reporting and any record of a fraud claim or other adverse notation that I did not file or request. 

Immediately lift any holds or freezes placed on my savings or other accounts unless Bank of America can provide valid, authenticated evidence supporting those holds. 

Provide written confirmation of corrected account records and a clear statement of any remaining balance owed, with an explanation supported by transaction history and timestamps.

Produce internal notes and call/recording evidence that support Bank of Americas purported timeline and actions so I may verify what actually occurred.

Escalate this matter to a senior specialist or regulatory complaints supervisor for review. If this matter is not resolved promptly and fairly, I will consider pursuing further actions, including legal remedies.

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