Consumer complaint received 2022-12-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
On XX/XX/ I noticed an unauthorized credit check performed by Bank of America ( BOA ) reported on my personal XXXX credit report. I contacted BOA to report the fraud and request a copy of the application that was submitted on my behalf. I was told information regarding the fraud would be provided to me in the mail within 7 to 10 business days and provided with a fraud Case ID # XXXX. On XX/XX/ I followed up with BOA after having received no information in the mail. I was told by representative XXXX no information had been sent, however she agreed to find someone to expedite my request for mailing the information. After placing my on hold, she transferred me to representative XXXX who had no knowledge of the situation nor could not use my Case ID to locate any interaction with previous representatives. XXXX took my information again, stated she had corrected everything and properly notated the situation in the system ( she provided me with a reference number, XXXX ), then transferred me to representative XXXX to attempt to locate my Case ID information. XXXX could not tell me what actual information BOA would be mailing me, he was only vaguely aware that an affidavit or other document might be involved. Both representatives confirmed I would receive information in the mail from BOA regarding the fraud and my request for a copy of the application. On XX/XX/ I contacted BOA again and spoke with BOA representative XXXX, still having not received any information, and was told no information had been mailed but that the previous representatives had incorrectly entered my city in the system. I was told BOA would still not be mailing anything for the next 7 to 10 business days. After requesting transfer to a supervisor, floor supervisor XXXX, who stated the employee responsible for sending copies of applications was " out of the office '' and there was no way to expedite my request for information. XXXX  refused to provide her last name after I asked. I advised XXXX that I already waited over 30 days to receive any information, she simply apologized and stated the process was long. When I asked her what else I needed to do to ensure I would receive information from BOA she simply stated steps which " should '' work but refused to commit to any resolution of the situation. I advised XXXX I would rather resolve the issue with BOA directly than file a regulatory complaint, however she simply repeated her previous responses and was not interested in doing anything more to help me, even when made aware of BOAs previous errors. I have currently been waiting over 30 days to receive information on a credit card application submitted fraudulently on my behalf to BOA and have not received the information promised by BOA to assist me in identifying who committed the fraud, what documents need to be submitted to collect a copy of the application, or a copy of the application itself.

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