Consumer complaint received 2023-08-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
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:
On XX/XX/XXXX I received an alert from my credit monitoring service stating I was XXXX on a credit card. I knew this was an error as I have a 100 % payment history with all my accounts and a near perfect credit score. I logged into the service and saw it was Bank of America. I logged into my Bank of America account and saw I already had an autopay setup for the {$19.00} payment due ( total due in full ) for XX/XX/XXXX. As soon as I received the statement I logged in online and scheduled the payment. I have a XXXX XXXX line of credit with BofA and a {$19.00} balance. I immediately called Bank of America. My mind was baffled as a prime customer why I didnt receive a courtesy call and where was the statements?? I am enrolled in paperless statements and the one I received is the one I scheduled the payment for to be pulled on the due date. I did not get a paperless statement for the previous month nor a call. I was told a complaint would be submitted to upper management and the rep I spoke with had the authority to request the late reporting suppressed from my credit reporting. He told me it would take up to 30 days to update. Perfect, I thought this was resolved until I called the following weekend on XX/XX/XXXX to confirm the actions in which I was told took place was actually done. I was told by that rep that the conversation was notated but she doesnt see that the letters/dispute was entered. She consulted with a manager in which I was told she would process the request to remove the reporting and I would receive two letters via mail confirming so. I told them I was in the process of purchasing another home and how urgent this was. I was given credit bureau dispute number XXXX and XXXX # XXXX. Now on XX/XX/XXXX to date I havent received the letter I was told would be sent stating theyve sent the request to remove the 30 day reporting from my credit reports. I called and spoke with a manager XXXX who proceeded to tell me the prior information I was told was incorrect that they cant send anything to me in writing and ultimately its up to the credit bureau if they update it and the decision was not in their hands. I educated him that Bank of America is the creditor reporting and theyll update to what theyre told and he told me this wasnt the case. This leads me to believe that all that was done was a standard dispute initiated and not a request to remove the reporting due to the negligence or system error on bank of Americas side. I asked for a higher level manager as I want it removed from my credit and for them to honor what was originally told to me on the first conversation on XX/XX/XXXX. Banks need to be held accountable to the information given and I shouldnt receive multiple different information from one rep to the next. This has dropped my score down XXXX points!!

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