Consumer complaint received 2019-06-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DE
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: Problem with personal statement of dispute

Complaint:
Bank of America ( BOA ) failed to notify me that my credit card ( open since XXXX ) would be closed for delinquency and reported. 

When I received BOA 's letter dated XX/XX/XXXX, I was advised to make the payment of {$28.00} by XX/XX/XXXX. I was not advised about the account being closed for delinquency and reported. In fact, when I was able to log in and make the payment, my account was still open. I made a payment of {$29.00} ( not the minimum {$28.00} requested ) to fully pay the outstanding balance. My bank reflects the payment cleared on XX/XX/XXXX -- two days before the XX/XX/XXXX deadline. 

I was unaware of the amount due because I had elected to receive electronic notices. I had a catastrophic family medical emergency that prevented me from logging in and checking emails advising me of the initial amount due from a XXXX charge and then the subsequent delinquency notices. I was unaware that Delaware XXXX XXXX had charged my credit card {$25.00} for the same reason. The aforesaid XX/XX/XXXX letter was received by me in the mail, and I took prompt action to pay it. 

I became aware of the impact of BOA 's actions to close my account for delinquency and reported when I applied for a new credit card with XXXX and was approved for a 25 % interest rate. A rate so high and unexpected given my usual FICO Score on average at 850. 

I immediately ( XX/XX/XXXX at XXXX XXXX ) called the number on the back of my BOA card to find out if they had, in fact, reported this delinquent issue. I learned that my account was closed. I spoke with XXXX in Montana who told me the account was closed because of repeated delinquencies. I explained that catastrophic family medical emergency ( husband 's car accident, diagnosis of XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX and my leave of absence from work ) had resulted in me being extremely behind in e-mail notifications ( over 2,00 ) and that the amount due was {$25.00} which I had paid with all the fees/interest before XX/XX/XXXX. 

XXXX was not empathetic or helpful so I asked to speak to a manager. At XXXX XXXX on XX/XX/XXXX, XXXX returned the call with all the understanding and empathy of what I expected from BOA and a human being. She assured me that the account would be re-opened and the negative closed for delinquency removed. 

On XX/XX/XXXX, I received a letter from BOA dated XX/XX/XXXX confirming XXXX 's request on my behalf but that BOA needed more information to begin a thorough investigation. I immediately called BOA at XXXX XXXX on XX/XX/XXXX, and spoke with XXXX in Texas. XXXX, like XXXX and unlike XXXX, was very understanding and empathetic and indicated that there was a note on my account to open it immediately if I called back. XXXX told me to disregard the XX/XX/XXXX letter because he performed a system refresh and assigned me a new Case Number. He  said my account would be re-opened in 5-7 days and the the credit reporting would be updated in 30-45 days. 

BOA wrote another letter on XX/XX/XXXX stating it could not reopen my credit card because " An account with us and/or our affiliates has been revoked. '' Hoping this was a clerical error, I waited to see if more letters would be coming from BOA re-opening my account and resolving the credit reporting. 

Today, XX/XX/XXXX, I received a letter from BOA dated XX/XX/XXXX, confirming receipt of my " inquiry on the ... account '' and that I was to " please call us '' to resolve the matter. I called and spoke to XXXX from XXXX XXXX at XXXX XXXX. XXXX, like XXXX, was not empathetic and did not understand the magnitude of what BOA had done over a {$25.00} delinquency that was, in fact, paid before XX/XX/XXXX. After remaining on hold for nearly 5 minutes ( 3 minutes longer than the 2 minute BOA protocol for customer service ), XXXX advised me that she had " great news '' and that BOA had generated another letter dated XX/XX/XXXX advising me that more information would be required to substantiate my statements. 

I exploded that I was not going to call XXXX XXXX, XXXX XXXX XXXX and my employer to substantiate the XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX over a {$25.00} delinquency when I've had the card since XXXX, have a mortgage with BOA and that my husband was on a leave of absence from BOA. And, as a result, I was not going to engage in any further correspondence or telephone calls. Rather, I would report this to 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 non-monetary relief