Consumer complaint received 2019-08-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Bank of America Prolonged So-called credit card dispute Investigation : A representative, XXXX, from Bank of America regulatory department, who is handling my claim and can only be reached by leaving her a voicemail at XXXX XXXX XXXX XXXX XXXX, stated that it needs further time to investigate my dispute. However, checking my statement, the company continue to make adjustments on my statements and remarks on my credit reports. To get a hold of XXXX, I have to leave her several voicemails. Whenever she calls, I only get the voicemails. No incoming calls. I think BOA is abusing the system rather than making quick decisions on customer issues. I understands that the CFPB may give them more time, however, they are abusing this time limit.

Sending back my complaint to the same department that did not help me in the first place : XXXX  stated that my complaint will be sent back to the fraud/dispute department, the same department that failed to help me in the beginning. She is also not sure ( may be in XX/XX/XXXX ) when I will hear back from them. Why would they send my complaint back to the same people who failed to help me in the beginning?

Remark on Credit Report : After receiving an alert that a remark was made to my credit report by Bank of America, my credit score dropped by over 50 points. They finally removed the remark and my credit score went up by about that same points. This bank is doing some shady practices. After looking at the remarks, I decided to review my credit details and realized that bank of America did another hard inquiry on my credit back in around XX/XX/XXXX ( see below ).

Upgrade Credit card in XX/XX/XXXX In XX/XX/XXXX, I called Bank of America over the phone to increase my credit limit/update card. They did not tell me that increasing my credit would result in another hard inquiry. I thought all they would do is look at my banking history and increase my credit rather than run my credit again. The representative did not disclose this information to me over the phone.

Change zip code : While I was dealing with the fraud/dispute department, I instructed the account manager to mail me some documents she received from the vendor at a mailing address that I provided to her. She did not send me those documents, however, she updated the mailing address on my file. SHE ALSO CHANGED MY CREDIT CARD ZIP CODE SO WHEN I WENT TO MAKE TRANSACTIONS AT THE GAS PUMP MY ZIP CODE THAT I ORIGINALLY HAD DID NOT WORK ; THUS, DENYING MY TRANSACTION. I DID NOT AUTHORIZED HER TO CHANGE MY ZIP CODE THAT IS NEEDED TO AUTHORIZED TRANSACTIONS.

{$770.00} Million Penalty for Bank of America Credit Card Practices : After doing my research to see how other customers disputes are being handles by the company, many are very upset based on the bank 's practices. In XX/XX/XXXX, the bank was fined over 772 million for its deceptive practices.

Resolution : I understand that BOA will see this complaint. I need them to timely investigate the matter and refund me my money in full and refrain from making remarks on my credit report. Also, they need to fully and clearly disclose to customer when they will do a hard inquiry on customers ' credits.

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