Consumer complaint received 2023-01-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XXXX I filed a formal complaint with the CFPB. The complaint number was XXXX. On XXXX Bank of America submitted their formal response. In the last paragraph of their official response, they reference a letter that was dated XX/XX/2022, and was allegedly mailed to me at that time. I never received any such letter. 

On XX/XX/2022, I called XXXX XXXX, my relationship manager. I asked him to please retrieve a copy of the XX/XX/2022 letter, and send it to me. On XX/XX/2022, I sent XXXX a follow-up email, which also contained a copy of the Bank of America official response, with the highlighted statement referencing the XX/XX/2022 letter. On XX/XX/2022, XXXX replied to my email, acknowledging receipt, and stated that he would keep me updated on his progress. On XX/XX/2022, I received a call from XXXX XXXX. He introduced himself as my new relationship manager. In that conversation, I briefed him about my previous complaint, and the elusive letter. I asked for his assistance in obtaining a copy. Later that day, I received an email from XXXX, letting me know that he escalated my request. He also gave me the case number of XXXX. 

On XX/XX/2022, I sent an email to XXXX, asking for a status update. On XX/XX/2022, XXXX responded to my email, informing me that he sent a request for a copy of the letter, and that he would follow up with me by Friday. On Saturday, XX/XX/2022, XXXX sent me an email, stating that as of Thursday, he did not have an update. On Monday, XX/XX/2022, XXXX sent an email to me, stating the reason I never received the letter. THERE WAS NO LETTER! His explanation why, was unacceptable, given the specific reference to the letter, in the Bank of America official response to the CFPB complaint. XXXX also stated " he had a call into another area of the bank, to see if there was another platform that had not been reviewed. '' On XXXX, I sent an email to XXXX, as I never received any additional information. I let him know that it is very suspicious that a copy of this letter, dated XX/XX/2022, can not be provided to me. I also let him know that his last response was disappointing, and extremely disingenuous, given the very explicit response that was given to the CFPB. 

I am more than disappointed and confused, as to why Bank of America is treating me this way. I am a minority, small business owner, and this treatment reeks of discrimination. My reputation, which is critical in my industry, was harmed, as a result of a bank error, all which could be remediated by the letter I requested. 

I am restating my request, that a copy of the letter be emailed and sent to my business address, via traceable mail. Please find attached a copy of all of the email communications that I reference in my complaint. I have also attached a copy of the Bank of America response, to my complaint with the CFPB.

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