Consumer complaint received 2023-01-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Charges in the amount of {$56.00} hit my Bank of America credit card on the XX/XX/2022 statement. I have electronic statements setup to hit both my work and personal email. The statement notification was not received. Payment was due on XX/XX/XXXX. I finally received a late notice and paid the bill immediately in full on XX/XX/XXXX. 

I am in the process of purchasing a house and during the pre-approval process, found that the late payment had been reported in XXXXXXXX XXXX XXXX to the credit bureaus. I immediately contacted Bank of America to dispute the late payment based on my XXXX years of the account, and having never had a late payment, not receiving the statements, and paying it in full immediately upon being notified that the payment was delinquent. My mortgage broker has indicated that this one late payment being removed will increase my credit score by over XXXX  point which is not an insignificant jump that will save me or cost me thousands of dollars in interest charges alone. 

On XX/XX/XXXX I called Bank of America to ask them to begin the process of requesting to have this removed from my credit score. I was given XXXX XXXX. The case was actually filed on XX/XX/XXXX. 

On XX/XX/XXXX I called for an update. I spoke with XXXX who indicated that nothing had been filed on this. She opened case XXXX. I asked if there was any way to get the updates emailed to me. She said they could only fax. 

On XX/XX/XXXX, I called for a follow up asking for any updates. No Updates. Called back in the afternoon, spoke with a XXXX and provided them with a fax number and asked if they could fax me a letter on this that I could take to my mortgage broker to expedite the removal of this from my credit report. They indicated while I was on the phone at XXXX that a fax was being sent and should take about half an hour to receive. Nothing was received. 

Called on XX/XX/XXXX at XXXXXXXX XXXX, spoke with a XXXX, I let them know that the letter was never received. Asked them to re-fax the letter. Was told that I should have it within XXXX minutes. Nothing received. 

Called back on XX/XX/XXXX, did not get the name of the employee assisting me. She told me the proper paperwork to request the removal of the late payment from my credit report had not been filed by any of the people previously. She said she spoke with her manager, filled out the proper paperwork, and gave me new case number XXXX as well as case number XXXX, that she did file it as a rush. I was on the phone with this person for XXXX minutes. She assured me that the proper paperwork was filed, and that she did ask for a rush, and that I could call in for updates at any time. I indicated that based on numerous people from Bank of America flat out lying to me regarding their actions that I would be filing a complaint with the XXXX. 

Called back today at XXXXXXXX XXXX and spoke with XXXX from CA. She was super argumentative with me when I asked for an update, tried to tell me that I would not have an update for at least 30 days. She initially refused to even look up the case number until I asked if she was refusing to help me. I let her know that based on all these factors that I would be filing a complaint today with the CFPB.

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 non-monetary relief