Consumer complaint received 2018-04-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Re : Acct # XXXX XXXX XXXX XXXXXXXX Name on Card : XXXX XXXX XXXX Bank of America/Alaska Credit Card I am writing concerning my experience with Bank of America that is both a grateful thank-you and a pressing request concerning a tradeline in my credit files that I would like to have revised. I received my Bank of America/Alaska Visa Credit Card in XX/XX/XXXX and have been a loyal customer for almost 5yrs. I also have had a mortgage with Bank of America since I XX/XX/XXXX, that will be 12 yrs in XX/XX/XXXX of this year ( XX/XX/XXXX ). On both of my accounts I have never been 30days late or have been reported as 30days late on my credit report. So I was in disbelief when this error in their system happened and no resolution or consideration has be taken. If my other accounts have maintained a positive payment history why would i start defaulting now and on this card. On XX/XX/XXXX my account was paid in full ( {$13000.00} ) with no balance left. I did that because I knew I was going to have some home projects and additional expenses coming up and wanted to start fresh for tracking purposes. Pay the full amount on XX/XX/XXXX, I was explained by Bank of America customer service, would mean no payment would be needed until XX/XX/XXXX. I then began using my card as expected and to stay on top of my bills I called in on the pay by phone option, which I have done for the last 5yrs, on XX/XX/XXXX and made a payment for {$300.00} to come out on as soon as processed and a future dated payment of {$1000.00} to come out on XX/XX/XXXX ( to cover XX/XX/XXXXand XX/XX/XXXX, as I was explained by customer service that it works that way as long as it is more than what the min payment due ). I received my confirmation code and I was done, so I thought. I had no idea my account was late with no notice at all. To bring insult to injury and fuel my frustration I went into a local Bak of America Branch on XX/XX/XXXX and opened a checking account, ( to assist with direct payments and the possibility of using Bank of America as a business account down the road ) at that time I was not made aware or notified at that time on XX/XX/XXXX that my account had not had a payment since XX/XX/XXXX when I made the {$300.00} payment. Not even after they verified that I had a credit card with them and linked my accounts did they take the time to inform me of this issue. Then on XX/XX/XXXX I came in to make some transactions and that is when I was finally notified that my account had a payment due. I was working so I could not check and verify the problem because to my knowledge I was paid up. Later that evening I checked the account and noticed my scheduled payments had not been processed or done correctly. I made a payment for {$1500.00} on XX/XX/XXXX and then another payment that same day XX/XX/XXXX for {$590.00} to check and see if that would clear my balance and cover my payments for XX/XX/XXXX and XX/XX/XXXX ( like customer service had told back in XX/XX/XXXX ). I also sent an email asking for verification and this is what I was sent on XX/XX/XXXX : " What you need to know The account number ending in XXXX is up to date. Thank you for your payment of {$1500.00} received on XX/XX/XXXX. Your next payment is due on XXXX.I contacted Bank of Americas credit department and was told I was up to date and no issues would happen. I then received an email stating no payment would be needed until XX/XX/XXXX ''. Just to make sure on XX/XX/XXXX I called in and verified I was in the clear. Later that day I then received an alert from XXXX  that a 30day late  payment was reported from Bank of America. I called again and that was when I was treated as though I intentionally didn't make any payments and was told I constantly have late payments. By looking at my report I have a clean account. I asked for help clarify the issue but was told nothing could be done because it was mandated that they had to report a 30day late payment. As I understand it and what I believe the Fair Credit Reporting Act it is not mandatory but they have the choice to report or not. I then sent emails to the credit dispute side and CEO XXXX XXXX XXXX at XXXX I have yet to hear from him, which I figured he would not being the CEO and all. But I was contacted by a XXXX at XXXX extension XXXX. To " assist me in clearing things up '' I provided dates and amount of payments that were made and requested future dated payments, as mentioned above. I advised her that looking over my files I noticed that I indeed did make a payment and was not late. What had happened is the automated system never processed my payment. XXXX was able to locate my payments but not my request scheduled payments ( which of course how would she find them if the system did not process them, that was the issue ). All she said was I am sorry that is all I can do and have I resolved your issue? Really!! No it was not resolved and nothing was done. She also kept asking to verify my address and I did over and over. I later checked and after updating my address multiple times and setting up a bank account with my current address they still managed to have the wrong address on file. My address is XXXX XXXX XXXX XXXX and they have XXXX XXXX XXXX XXXX. Which is an address I have not lived at since XX/XX/XXXX when I moved to my home that is mortgaged by them at XXXX XXXX XXXX XXXX. So that is why I didnt receive any notification of missed payments and XXXX at at XXXX extension XXXX decided to omit that so I would not get my resolution. I was disappointed that in my time with Bank of America I have stayed current for just shy of 5 yrs. I have had issues in the past with the automated system but was notified. This time I was not notified and nothing has been done to address my issue other than getting an " I am sorry but we can see your payment for {$300.00} in XX/XX/XXXXbut no future payments appeared to be scheduled ''. I have been a loyal BofA customer and paid my accounts on time. Now I am not being taken care of or taken into consideration knowing that I have had almost 5 years of great payment history. In my time of need and simple request for a goodwill adjustment of a 30day late notice so my credit can be where it needs to be for a life changing event of buying a business I am treated like a person that has a history of payment offenses with Bank of America. I have my credit card, checking account, and Mortgage with them. I was in the process of planning a refinance on my new home and transitioning my finances to BofA but I am concerned that if I have issues in the future I will not be taken care regardless if the fault is with BofA out of an issue in their system. I am left with no option since I have reached out to every department in BofA with no resolution. 
Since submitting my dispute to CFPB on XX/XX/XXXX Bank of America has issued another 30day late notice. I was contacted on XX/XX/XXXX by XXXX XXXX @ XXXX stating he would be looking into my dispute they received from CFPB. He gave me his extension of XXXX and said to contact him anytime for updates and progress. I contacted him Tuesday XX/XX/XXXX twice and left messages, Wednesday XX/XX/XXXX left message, Thursday XX/XX/XXXX three times and left messages, Friday XX/XX/XXXX and left message, Monday XX/XX/XXXX left message and again today Tuesday XX/XX/XXXX and left message. Each time I have left a message stating my full name and contact number of XXXX. Every time i called it would go through the system ask for the extension which i would input XXXX. I pleaded to get a call back and informed him in the message of the new 30 day late report. His hours are XXXX Mountain standard time per his statement. He finally attempted to call me back today XX/XX/XXXX and left a message. I was working and promptly returned his call leaving a message and he never called back. At this point I feel as thought Bank of America is targeting me for reporting them. Also on the second 30 day notice they reported to XXXX  stating they updated my balance they conveniently updated the balance as of XX/XX/XXXX but did not report the payments of {$1500.00} on XX/XX/XXXX and {$590.00} on XX/XX/XXXX. The balance shows correct but they still reported no payment and past duXXXX XXXX times and amount of {$700.00} past due. How is it that my balance dropped from their reported XXXX XXXX and some XXXX to {$11000.00}? They chose to omit that and are not being truthful and providing false information. They also have not address how they have the wrong address on file and have had it wrong even after i have called and changed it in person multiple times. I first started this dispute with XXXX  on XX/XX/XXXX and have not had a resolution but been given the run around and now have been targeted. This is against Fair Credit act and should be addressed for false reporting, retaliation, and no sense of urgency to repairing the damage they are causing. I was truthful in explaining my situation on my business purchase and how this is impacting me. It seems as though they have used that information to harm me and are using the process to hide behind and cause extreme damage with the time they are allowed to correct this issue. Something needs to be done and they need to be held accountable for playing with my life.

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