Consumer complaint received 2020-01-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
I went into a Bank of America facility located in XXXX, GA to open a Platinum Honors account. I currently have a Bank Of America visa card. I was offered to apply for a Bank of America Rewards Visa which offered cash back bonuses. I SPECIFICALLY asked the bank representative, XXXX XXXX, if this would be a " hard '' credit inquiry or a " soft '' credit inquiry. She assured me that it would be a " soft '' credit inquiry.I did authorize a soft credit inquiry. I did not need this credit card, I already have a Bank of America Visa, this credit card offered cash rewards. XXXX knew I did not want any " hard '' credit inquiries on my profile. After leaving the bank, I received an email notification from XXXX XXXX that a hard '' credit inquiry had been run against my profile. I was very irritated. I attempted to telephone XXXX via telephone and was unsuccessful. I also sent her an email. She did not respond to me so I drove back to the bank. XXXX was busy with other customers. I engaged in conversation with two other Bank of America representatives and XXXX, specifically confirmed what had been informed by XXXX that it was a " soft '' credit inquiry. I decided to telephone the customer contact center at XXXX with all of the confusion. I was informed there, that it would be a " hard '' credit inquiry. When I explained to the representative what I had experienced and she stated she could take a complaint. She also informed me to ask to speak with the Branch Manager and she would be able to go thru and dispute the credit inquiry and have it removed. By this time, XXXX was free and she could tell how upset I was. She apologized and explained that it was their understanding that it would be a " soft '' credit inquiry. XXXX did ask me if I wanted to keep the credit card. I informed her that if the credit inquiry could be removed, I am willing to return the credit card when it arrived. She took my phone number and stated she would get back with me and as of this writing I have not heard from her. 
Today, prior to working hours, I received an email from the Branch Manager, XXXX XXXX welcoming me as a new customer. I responded to her email explaining this entire nightmare, how difficult it was to reach someone at this location via telephone and in the event she was not the correct person I needed to speak with, to please respond to my email with the corporate headquarters contact information. As of this writing, I have not heard from anyone. I have contacted the visa department and explained the entire situation. The visa department stated the credit inquiry would not be removed. Since it was mis-information provided by Bank of Americas employee, they should do the right thing and remove this inquiry. It would have NEVER been an inquiry if she had informed me that it was a hard inquiry. Bank of America can check my statements with the credit card I had and could see there was VERY LITTLE activity on this visa until the holidays.

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