I am going through this right now. I am not behind on any payments, but BoA upped my rate to 27.99%. My fault entirely, my last payment was $5 short. I use automatic bill pay through my bank and pay a set amount monthly. Didn't realize my minimum payment went up and I was $5 short. Well, that's how my 1.9% was bumped to 27.99%.
KEEP calling them! On my third try, I did get someone willing to help me. They transfered me to a
debt counseling company after I talked with them a while. The debt counseling can't do anything for me. They told me to call back BoA and ask for a hardship plan. They gave me a number to call, which I am going to call this afternoon. I told them that I want to pay my debt, not walk away from it. My interest rate is due to go up to 19.99% in April. Hello, we are there. I told them that I can't afford the 19.99%. So, I will call this afternoon. I'll post the # later if anyone wants it. You don't go to Customer Service with this number, you go to people who will try to help you, that is what I was told.
Good luck! Keep calling, you WILL eventually get someone who will listen and try to help you. I do agree with one poster, you need to have a good attitude and tone when calling. Try to keep upbeat.