Consumer complaint received 2022-11-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I am filing this complaint because I have tried to communicate several times and B of A refuses to provide me with the information I have requested. First, I wrote a letter directly to XXXX XXXX XXXX explaining the reason for my letter and the struggles I experienced during the pandemic. XXXX XXXX never review the letter I wrote back in XX/XX/XXXX. Instead, I received a " canned response '' stating that B of A is reporting me 30 days late which was reported to the credit bureaus. I sent him a detailed letter outlining what happened and that up until my account became 30 days late on XX/XX/XXXX. I explained several times that I wasn't contesting the information was wrong, and that I was requesting a review of my entire account and requesting a " Goodwill Adjustment '' by removing the 30 days late. I explained that I was out of work for most of the pandemic but I had paid my bills on time using up my entire XXXX and savings. When I realized money was running out, I contacted B of A, in XX/XX/XXXX, and I tried to request " hardship help '', I was told by the representative " I didn't qualify because I am not behind in payments ''. So I continued to make payments. I sold my car, I canceled my cable, etc. 

In my letter, I explained I paid all my financial obligations over 2 years of the pandemic, however, I fell short in XX/XX/XXXX, in XXXX I received a financial settlement, and in XX/XX/XXXX I was offered a new job after 10 weeks of interviewing and background checks. Once I received the monetary settlement the first thing I did was bring my account up to date and I haven't missed a payment since. I wrote XXXX XXXX again in XX/XX/XXXX and I file a complaint to the executive offices stating my issues were never addressed and that I, as a consumer and customer, deserved to be heard and that the bank CEO should be able to read my letters and make the decision to grant my request. I heard nothing from him. I did get a XXXX from XXXX on XX/XX/XXXX, and I immediately called her back and left XXXX. It took me 6 times over the next several days to finally receive another phone call and I spoke to XXXX for XXXX minutes. She explained to me that B of A is reporting correct information. I explained to her I was not saying the information was incorrect, I was saying I was requesting a " Goodwill adjustment ''. She immediately said that " B of A doesn't do goodwill adjustments and that they are required by law to report the " correct information ''. I explained to her that I received a goodwill adjustment and a nice letter from XXXX XXXX bank thanking me for being a great customer. I sent that letter to XXXX XXXX, I also sent my new job offer letter, my settlement documentation, and other documents that supported my request. Instead of reviewing this information, B of A executive offices just kept sending me that same old canned letter. I had asked XXXX to send me a letter explaining to me, why B of A wouldn't review my account and grant me a " goodwill adjustment '', I also expressed my concerns about B of A taking XXXX dollar bailouts from taxpayers when they were in trouble, but to their loyal paying customers they ignore. B of A accepts paycheck protection monies but won't help me. I asked her to also explain why their customer service representatives told me I didn't qualify for the hardship because I wasn't behind on my payments. XXXX XXXX worked with me but not B of A? why? My payment that went past due was {$250.00} which I immediately caught up that XXXX. I am really disappointed that I took the time to write a letter, backing up all my statements with documentation, and gave this company very personal information to support my request and all they did was send me a " canned letter ''.

Company response to consumer: Closed with explanation