Consumer complaint received 2018-04-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX, I obtained copies of my XXXX  and XXXX  credit reports, as well as a 3-bureau credit report through XXXX. The XXXX  and XXXX  reports showed my oldest account as a Bank of America credit card which was closed on XX/XX/XXXX, but that account did not appear on my XXXX report. Because this account was good for my credit score, on XX/XX/XXXX, I called Bank of America to ask them to also report it to XXXX. Though this was an atypical request, Bank of America 's customer service representative said she had found a way to submit it and gave me a case number : XXXX. I received absolutely no notice of the outcome of that request. On XX/XX/XXXX, I obtained my 3-bureau credit report through XXXX   and discovered that, rather than reporting the account to XXXX, Bank of America had completely removed it from both my XXXX   and XXXX reports. Without justification, warning, or notice, Bank of America did the exact opposite of what I had requested, harming my credit rather than improving it. If they were unable to verify the account, they should have simply declined to report it to XXXX, NOT have it deleted from the other reports. In early XX/XX/XXXX, I called Bank of America again to ask them to undo their mistake. I was given a new case number : XXXX. On XX/XX/XXXX, I called to check on the status of that investigation, and the customer service representative indicated that the case was somehow improperly submitted, so took my information again and created yet another case number : XXXX. I eventually received a notice regarding case number XXXX, " During our investigation, we found this account is no longer in our system of records. Therefore we can not resinstate [ sic ] the reporting. '' On XX/XX/XXXX, I called Bank of America again to see if the third case ( # XXXX  ) was being handled any differently. The customer service representative then lied to me, saying my account had just coincidentally fallen off my credit report 9 years and 2 months after it was closed. The customer service representative failed to provide me any information whatsoever about the status of case number XXXX. Rather than providing me with any further assistance, he insisted that it was simply an old account that had fallen off my report and that Bank of America could do nothing about it. I then called XXXX and confirmed that accounts in good standing do not fall off a credit report until 10 years after closing and that they had no way to " undelete '' the information without Bank of America reporting it to them. I have copies of my credit report showing this account and even have the card itself. I have repeatedly asked for a way to submit this information to Bank of America as a way to verify the information as they originally reported it. I was consistently told there was no way to do that.

I have attached my XX/XX/XXXX XXXX  report with the account in question highlighted on page 28.

I have attached myXX/XX/XXXX 3-bureau XXXX  report with the account in question highlighted on page 43. On page 8, you can also see the age of my oldest account.

I have attached myXX/XX/XXXX 3-bureau XXXX  report, which is missing the account in question. On page 8, you can see the age of my oldest account has changed as a result.

I have attached pictures of the front and back of the actual credit card for this account.

Finally, I have attached Bank of America 's notice declining to fix this issue.

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