Consumer complaint received 2019-07-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The following email was received on Friday, XX/XX/2019 from Bank of America respecting CFPB complaint XXXX ; it provides an excellent example as to one of the many reasons the CFPB needs to be given more regulatory authority. In addition to this email, Bank of America has made several telephones calls to me, sometimes ( but not always ) leaving a message : +++++ " From : XXXX XXXX <XX/XX/XXXX> Date : Fri, XX/XX/2019 at XXXX XXXX Subject : Acknowledgement of Inquiry To : [ Redacted ] XXXX XXXX XXXX, Our Regulatory Complaints team has received correspondence on your behalf from the CFPB. I am your dedicated point of contact until this matter is resolved. Please note that the Bank of America email address this is being sent from is not monitored for incoming messages ; therefore, please contact me directly at the number listed below at your earliest convenience. 

Before I complete a review of your concerns, I need to confirm that you are the party who engaged the CFPB by speaking with you directly by telephone. Please contact me by XX/XX/2019, to confirm that information. My days and hours of operation are Monday through Friday XXXXXX/XX/XXXX. to XXXX XX/XX/XXXX. XXXX. 

I look forward to assisting you. 

Thank you, C-XXXX XXXX '' XXXX '' XXXX Regulatory Complaints Regulatory Complaints Office : ( XXXX ) XXXX extension XXXX Fax : ( XXXX )XX/XX/XXXX-XXXX '' +++++ In addition to complaint XXXX-XXXX I have submitted three previous CFPB complaints ( not " concerns '' as Bank of America attempts to trivialize ) against Bank of America ( XXXX-XXXX , XXXX, and XXXX-XXXXXX/XX/XXXX). 

At no time previous did Bank of America respond by directing ( not suggesting ) me to call them to confirm that I made a complaint before they would " complete a review of [ my ] concerns ''. 

Placing the duty to respond on the consumer and insisting on a non-documentation method of communication gives Bank of America the opportunity to claim that they responded but the consumer did not. It also gives Bank of America the opportunity to attempt to coerce the consumer into dropping their complaint. 

Bank of America has received more than adequate information to confirm that I am, in fact, the person who has filed the complaint ( not, as Bank of America attempts to trivialize, a " concern '' including, but not limited to, the fact that I am personally known by the two Bank of America officials ( the branch manager and branch operations manager ) that are the primary subjects of the subject complaint. 

This is another duplicitous and reprehensible tactic by the Bank of America designed to prevent documentation of willful negligence and to trivialize blatant discrepancies. 

It appears that that the company calling me is a Bank of America sub-contractor or company that tries to mediate disputes and that Bank of America is attempting to circumvent 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