Consumer complaint received 2020-08-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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: Their investigation did not fix an error on your report

Complaint:
I missed a payment a payment in XXXX, I made a call to Bank of America on XX/XX/XXXX and spoke to a representative about making the payment ( in which he was offering a deferral program ). I consented to the deferral program but I was able to make the payment at the time. I told the gentleman I would like to pay but he kept pushing the deferral program stating it would collect the payment in a later month and it would not affect my credit score. Being very cautious, I verified with the representative that my credit score would not be affected and he confirmed saying " No ma'am, it will not affect your credit score ''. Few months passed by, I checked my credit score and noticed not only did I have a mark for a missed payment in XXXX but also my credit score dropped by about 70 points. With multiple calls to Bank of America since XX/XX/XXXX, trying to resolve this matter to no avail. 

On XX/XX/XXXX, I called Bank of America to try to explain regarding the call that was made on XX/XX/XXXX. The representative I spoke with said she understood and wrote a letter out to the credit bureau stating that there was not a missed payment. 
On a later day, I called Bank of America again and the representative stated that there was a late payment. 

After multiple calls Bank of America portrayed as if they resolved the issue on their end and told me to call the credit bureau 's due to the fact that Bank of America supposedly " can not remove the late payment mark '' but the credit bureau would have to fix it on their end. 

I called the credit bureau 's multiple times and every time they told me Bank of America would have to fix it on their end. I have provided them with the dispute number given by Bank of America and they could not find any record of it. 

Another dispute later, I received a letter in the mail stating to give Bank of America a call back for more information regarding the dispute. I spoke with a representative named XXXX and he informed me that the request to remove the delinquency was declined due to me " going the a hardship ''. Yes, my hours were cut back at work due to coivd-19 but finances were not a problem, I could have made the payment. 

I decided to give Bank of America one last call even though I was frustrated with their lack of accuracy. They said they would remove the late fee and send the information to the credit bureau 's and from there the credit bureau would have to remove the late payment mark on their end. In other words, I have been going in circles. 

But I really wanted to resolve this issue due being in the process of getting a mortgage for a home, so I gave the the credit bureau ( XXXX  ) again. I informed them that Bank of America forgave the late fee and claimed that they have done everything they could on their end to remove the delinquency and faxed over a letter to the credit bureau stating this. XXXX  stated that they have not received this letter and that I would have to send all my proof of identity over ( again ) which could take up to 30 days. 

I spent countless hours speaking on the phone with the bank and the credit bureau 's each one telling me that the other can resolve the issue. I was informed multiple times from other sources that the resolution must be made by the creditor ( Bank of America ). 

It is very frustrating to have to be going in circles, without any progress or any answer to my concern. 

I have been a loyal Bank of America customer, made all my payments on time, and had a flawless credit history up until this mark. 
The lack of accuracy and professionalism was very hard to deal with. Almost every representative I spoke with could not pull up any information on the ongoing cases or stated they would send out a letter to the credit bureau which the representative I spoke to prior had supposedly already done. 

I would be willing to stay a customer of Bank of America if they were willing to find a resolution for me by removing the delinquency.

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