Consumer complaint received 2023-11-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Greetings, I am submitting a subsequent complaint, related to my current, and unresolved complaint, which I have attempted to resolve with Bank of American, directly. The basis of my complaint spans poor communication, shady business practices, and adverse actions against consumers. While it appeared that the issue was resolved in XX/XX/2023, after filing my complaint, with the Bank 's executive resolution team, that is not case. To date, the Bank has failed to communicate, verbally, in writing, or through it's own website, and faulty data is continuing to be reported to credit bureaus. 

I have evidence in form of screenshots of faulty website data, erroneous and detrimental credit reporting, which continues to this day. I have written letters to the Bank 's HQ, in addition to filing my initial complaint, a complaint with the State of Wisconsin 's Consumer Protection Bureau to no avail, for a simple resolution -- remove the reported late payments, communicate by mail, and report accurate information about my balance. 

I have received one ( 1 ) letter from the bank, dated XX/XX/2023, indicating my credit line was reduced. Unbeknownst to me, this was a function of payments not being applied or being drawn. 

I have been assured that I would received printed statements, and had requested printed statements at the initiation of the account in XX/XX/2023. Instead, I received emails which went to spam, as 2 payments were reported late, unbeknownst to me, and without communication -- calls, letters, or direct communication. 

I received no statements ( at all ), nor have I received a statement since that time, despite being informed I would, confirmed my address on XX/XX/2023. During calls to the Bank 's customer service lines during the week of XX/XX/XXXX, I was told misinformation ( e.g., the bank doesn't control what's reported to credit agencies ), shuffled from departments, ( marketing, collections, promotions ) and when I postured that I would file a complaint if the resolution I was seeking could not be resolved directly I was directed to supervisor. 

During that call, on or about XX/XX/XXXX, the Bank removed the late fees, and they confirmed my address for statements, and communication, and that I would receive paper communication. 

The Bank has continued to report inaccurate information, reducing my credit score. I suspect my case is not isolated, and that this type of behavior is used to generate profits in forms of late fees, reducing credit ( as they did in my case, pushing my credit utilization to 100 % ), further adversely impacting me. 

At best, this is poor business practice ( as a small business owner ), I am appalled at how the Bank operates. and most reasonable people who either owe a debt, or are owed, expect communication in the interests of ensuring payment and good business practices. If I ran my business as Bank of America does, I would soon be out of business. 


After filing a CFPB complaint, and on/about XX/XX/2023 I spoke with the executive resolution team, I was informed during that call, that I would received a call, or letter, with the specific resolution request of : removing the two late payments from my credit report. I received no response. 

As a result, on XX/XX/XXXX, I called yet again to the executive resolution team, and sent an email, with the issues remaining. As of this date, there has been no response. 

One would imagine with state and federal complaints, administratively, the issue would be concluded with clear documentation, and resolution at the lowest possible. 
Information was removed from 1 credit report, and soon after I suggested I was willing to close the CFPB complaint, the information was re-reported as late. This is specious, and appears retaliatory, or at best, incompetence.

My goal for resolution is : 1 ) Removing erroneous data, of two late payments XXXX and XXXX, 2023. 
2 ) Paper statements, as requested.

3 ) Accurately report my balance to the credit bureaus. It is still wrong, as statements from the bank show.

My family had used Bank of America for 4 decades, with pride, and that trust in banking relationships was critical. That relationship of trust, and integrity has been lost. Whatever is wrong with their reporting systems, it is shockingly flawed, and breaches trusts in banking, communication, and smacks of greed/profiteering. I suspect I am not alone in my experience, and my goal for resolution remains as stated above. 

Thank you, in advance, for your assistance with my inquiry on this matter. 

Very respectfully, XXXX XXXX

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