Consumer complaint received 2019-07-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX, I submitted to cfpd a complaint about a suspicious letter I had received from the Bank of America ( COMPLAINT XXXX ). The letter purported to be in response to a request for a copy of a billing statement. It contained an attachment, which was an Account Summary for a Visa credit card for the period XX/XX/XXXX XX/XX/XXXX. The Account Summary indicated a New Balance Total of  {$150.00}. 
The reasons for my complaint were as follows : 1. I NEVER requested a copy of any old billing for that, or any other account, 2. The accredit card number in question had been CLOSED OUT in XXXX of last year after it was used fraudulently at XXXX XXXX on XX/XX/XXXX, 3. The charges were confirmed as fraudulent in a letter from the Bank to me on XX/XX/XXXX, 4. Most significantly, the cover letter from the bank leading to the complaint was sent to me on XX/XX/XXXX, the same day I called the credit card center of the bank to inquire about an interest charge on my account, and expressing concerns about the wording of their Account Agreement.

I submitted my complaint to cfpd after several attempts to resolve these issues with the bank, the last of which amounted to a Customer Service representative DENYING that the bank had even sent the letter or its attachment. In my complaint I wanted an explanation for WHY the XX/XX/XXXX letter had been sent, and WHY a Customer Service representative had denied that the Bank had even sent it. 
On XX/XX/XXXX, as a result of the cfpd complaint, I received a call from the Bank of America Regulatory Complaints department. The rep responded that the XX/XX/XXXX letter and attachment had been sent by mistake, and that they were investigating why Customer Service had denied that the bank sent it in the first place. I was told I would receive a letter of apology within 10 days to 2 weeks. I affirmed that I wanted answers to my questions, not an apology. 
On XX/XX/XXXX, the Bank responded to cfpd, and cfpd CLOSED OUT the complaint. The Banks response was not satisfactory, and did not answer my concerns. I so indicated in my Feedback to cfpd. Nor did I receive the promised letter of apology. 
THEN CAME THE BIG SURPRISE, another letter from bank of America dated XX/XX/XXXX that I received yesterday. That letter, copy provided, was yet ANOTHER cover letter purporting to reply to a request for documentation. That letter, like the letter of XX/XX/XXXX, included an attachment identical to the one attached to the XX/XX/XXXX letter. 

PLEASE!!! I have now had FOUR conversations with Bank representatives at various levels in an effort to resolve my concerns. I have been told : 1. The credit card center told me to call the the EXISTING CLAIMS department for assistance ; 2. Existing claims told me to email my concerns to XXXX 3. When I received no reply I called Customer Service, was told the abuse address was an UNMOMITORED mailbox, that I would receive no response from them, and that the letter did not come from the bank.

4. After complaint to cfpd, I spoke with their Resolution rep, as detailed above. 

Not only have the questions raised in my first complaint to cfpb NOT been answered, but now I HAVE A SECOND LETTER raising all the same questions. It appears that the Bank is engaging in a pattern of harassment in response to my expressed concerns on XX/XX/XXXX regarding its billing practices and customer agreement for its Visa Cards. 
If this is not the case, why will it not answer my questions. To merely say the letter of XX/XX/XXXX ( and now XX/XX/XXXX? ) issued in error, and were internal documents that should never have been sent, does not tell me WHY they were sent in the first place, or why the Bank denied sending the first one. 
HELP PLEASE!

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