Consumer complaint received 2018-08-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I spoke with ten different representatives in the span of one month. The first initial call with this company was on XX/XX/XXXX with XXXX XXXX, ID Number XXXX. This is how the call went : " He was very nice. He let me know that my payment were due on the XXXX of every month. The closing date for this account is on the XXXX of every month. He told me that for the XX/XX/XXXX payment, I had paid it too early. So I stated that they are reporting in 30 day late for XX/XX/XXXX because I paid it too early. I explained how that does not even make sense. Then he proceeded to tell me that the late payment from XX/XX/XXXX was paid on the XXXX and I actually missed the payment for XXXX. I told him that this account was always set up on auto pay and in XXXX, I have fraudulent activity with my actual checking account, in which Bank of America did not properly change. I told him I tried avoiding this again in XXXX, so I paid it early. He asked what can he do for me and I told him to remove the late remarks. He agreed to remove both late payments and he said this will reflect on my Bank of America account in 48 hours. I asked him for a deletion letter so I could show my broker that this will be removed. He said he can not provide me a written statement of deletion, but it will be removed ''. 
So, on XX/XX/XXXX I wanted to follow up with Bank of America as the late remarks were still reporting. When I called back, I spoke with two different representatives. This is how the call went : I spoke with XXXX who was telling me I was late in XX/XX/XXXX and XX/XX/XXXX. I told him the previous representative, XXXX XXXX, gave me different information. Both of the information they were giving me was not the same. XXXX felt overwhelmed and transferred the call to his supervisor, XXXX. XXXX, ID Number XXXX asked me what the problem was with my file. I explained conversation I had with XXXX XXXX and how he agreed to remove these late remarks. He said XXXX XXXX only gave me the late fees back and that they did not remove the late remarks, as this was not a bank error. I told him I was given the wrong information and that this would be removed from my credit report. I told him that XXXX XXXX was so clear and confident that this would be removed and I told my broker that this is going to be updated. By doing so, I moved forward with my loan and now I was going to lose {$35000.00} because if the wrong information I was told. XXXX said he was going to contact XXXX supervisor and she will call me back in the next 48 hours. They will look over this call and if XXXX really did give me wrong information, that they will file this as a bank error and remove the late remarks. 

I called back on XX/XX/XXXX, as I never received a call back. I spoke to XXXX from Texas and the call went like this : " I told her exactly what was going on and how my file was not properly handled. I told her about all the wrongful information I was receiving and she put me on hold to look at my accounts. I told her I have repeatedly received wrongful information regarding this account. She agreed that this was a bank error and she has agreed to remove the late payments, since I was given wrong information. She sent out a request to the credit department that the late remarks are to be removed as this was from a bank error made by Bank of America.  She stated they will be faxing me a letter to XXXX. 
I thought this nightmare was over and I finally had my issue resolved. I was wrong, however, as I called back on XX/XX/XXXX and received new information. I spoke with three different representatives and this is what they stated : The first two representatives stated they do not fax out any letters. I told them I had clear communication from XXXX that they were able to fax me a letter. They transferred me to XXXX, their supervisor, as they could not handle the call. He said that they are able to send out faxes and they sent a fax on Friday XX/XX/XXXX. I told him I never received that document. He said he was going to send it again and I told him I wanted to wait on the phone for him to send it, so he knows if I received it or not. I was already on the phone for an hour. I asked him exactly what did the letter say. He then proceeded to say " the letter said .... '' then the call dropped. I was already so frustrated so I decided to call back another day, as no one was able to help me ''. 

I called back on XX/XX/XXXX and spoke to a supervisor directly. Her name was XXXX and she was located in Arkansas. She proceeded to tell me the following information : " Instead of looking at the notes and all the people I spoke to, she wanted to start from the beginning in why I was late, etc. She could tell I was frustrated but I told her she would be too if she spoke to that many people and no one was helping or taking responsibility for this issue. I told her that I was told multiple times from Bank of America that the derogatory information would be removed from my credit report. XXXX told me there were no requests for anything and I told her that's a lie, because I wrote down all the information from the conversations I've had with Bank of America. She then all of a sudden seen there was a letter was sent out on XX/XX/XXXX. I told her this is what I meant about getting wrong information, as I stated the last representative stated they sent out a letter on XX/XX/XXXX. She told me my initial request for this account was sent to the wrong department and still will put another request in. I also asked her to put a request in to pull ALL calls from everyone, as all the representatives gave me wrong information. She also specifically stated that I was not late at all in XX/XX/XXXX, which is the late remarks the credit bureaus were reporting ''. 

I called back on XX/XX/XXXX to follow up on the last conversation I had with XXXX. I spoke to XXXX from the customer service department and she stated : " Bank of America sent in a submission to the credit bureaus but she was unable to see what it said. She said this was mailed out on XX/XX/XXXX. She transferred me to the credit disputing department as she did not see any notes about the calls being pulled like I requested. XXXX XXXX from Arizona got on the line and he was a resolutions manager in the credit underwriting department. He was basically just stating general procedure that they do not remove unless it was a bank error. I told him this was bigger than that now as I received inaccurate information from multiple representatives that stated this was going to be removed. I told him this information has cause more financial issues in my life, as I was going to lose money from this loan. I also had to request for my calls to be pulled AGAIN, as my callas were never pulled. I told him this was very important, as they clearly told me on different occasions this will be updated. Then he said he was going to send that information to his supervisor. I was confused as to why I was speaking with him when he initially stated he was the manager. I told him to transfer the call and he said the supervisor was busy. I decided to give them a call back, as I could not handle these stressful calls anymore ''. 

On XX/XX/XXXX, XXXX XXXX from Maine called my phone as he seen I put in a request to have Bank of America call me back after this was investigated. This is how the dreadful conversation went : " He was stern and told me they are not removing the late remarks based on the late payment history. I asked him if he even investigated this account like I asked and he stated he did not. He said he could just see I was late on two different occasions. I told him I requested to have my calls pulled and for them to really investigate and see that I should not have any late remarks. I asked him why was he even calling if he did not investigate this account? He said because he had a short time frame to call me back in. So basically he only called to make sure he called in the correct time frame, rather than resolving the issue. I told him I needed those calls pulled as this was the 3rd or 4th time I had requested it. He said he was going to. ''

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 monetary relief