Consumer complaint received 2018-10-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN
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:
The account is declared Paid on my XX/XX/XXXX credit report, but creditor will not provide written verification that the account is resolved. 

I filed the first complaint regarding Bank of America on XX/XX/XXXX ( Case #  XXXX ). XXXX XXXX, Resolution Specialist with Bank of America, responded via letter through the CFPB portal on XX/XX/XXXX. In the letter, Ms. XXXX indicated, in relevant part : " I am unable to address the concerns included in your inquiry as the information provided does not include enough detail for me to identify and research appropriately. If you send me additional detail, such as account number, payment amounts, corresponding dates and/or copy of credit report, I will research further. '' In the letter, there was no email address, portal, fax number, or mechanism ( other than calling Ms. XXXX directly between XXXX and XXXX, Monday through Friday ) to provide the information requested. I attempted to make contact with Ms. XXXX via telephone on XX/XX/XXXX ; however, the automated messaging service did not recognize the six number  extension provided by Ms. XXXX, and the call was terminated. The complaint was thereafter closed by Bank of America. 

It should be noted that Bank of America is the only company who has claimed they were not provided with enough information in the formal complaint to address my inquiry. Other similarly situated companies had no difficulty in locating the information to address my concern, and promptly did so. 

On XX/XX/XXXX, I filed a second complaint regarding Bank of America ( Case # XXXX ). This time, I attached the information previously requested in the written correspondence dated XX/XX/XXXX. Specifically, I attached a two page PDF copy of my XXXX Credit Report with the Bank of America account, dated XX/XX/XXXX, which clearly states the following : - The date the account was opened ( XX/XX/XXXX ) - The date the account status was updated ( XX/XX/XXXX ) - The credit limit ( {$500.00} ) - The highest balance ( {$14000.00} ) - The current balance ( {$0.00} ) - Responsibility ( Authorized User ) - Comments : Credit Line Closed by Consumer Request - Payment history from XX/XX/XXXX - XX/XX/XXXX - And the monthly payment amount ( {$120.00} ) Although I was not able to locate the Bank of America account number, the company had also been provided other identifying information through the CPFB portal system, including the name of the account holder ( me ), my date of birth, and the last 4 digits of my social security number. 

On XX/XX/XXXX, I received correspondence from XXXX XXXX, Resolution Specialist with Bank of America, through the CFPB portal. In the letter, Ms. XXXX indicated, in relevant part : " The copy of the credit report that you provided us with does not reference an account number for the account you are referencing. Until you have provided us with a full account number, the name of the primary card holder, or the address associated with the account we will not be able to assist you further. You may also call me at the number listed below or provide me with a phone number that I may contact you to discuss this matter further. '' Again, the letter contained no email address, fax number, or mechanism ( other than calling Ms. XXXX directly between XXXX and XXXX, Monday through Friday on a recorded line ) to provide the information requested. The complaint was thereafter closed by Bank of America. 

I attempted to make phone contact with Ms. XXXX on XX/XX/XXXX at approximately XXXX XXXX ; this time, the automated system recognized the six digit extension and connected me to Ms. XXXX 's voicemail. A voicemail was left with my contact information. 

My first concern is that Bank of America has been provided all necessary information, but has yet to address my request for written verification that the account has been paid and closed. 

Secondly, and even more concerning, is that it appears that Bank of America is engaging in misleading practices in regard to what information they need to process my request in order to " research appropriately. '' First they requested additional information, " such as payment amounts, corresponding dates and/or copy of credit report. '' When that information was provided, they then requested, " a full account number, the name of the primary card holder, or the address associated with the account. '' This information was not previously requested, and not sought by any of the other similarly situated companies I have been working with to obtain verification.

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