Consumer complaint received 2022-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
- I received an unsolicited call from Bank of America on XX/XX/27 ( XXXX ). I am not a BOA customer. BOA stated that a credit application was made in my name and asked me to verify. I told them I had not applied. BOA then asked me for my DOB and SSN. I refused to provide. BOA said they understood and told me to find any customer service number on BOA website, to call and they would connect me with the credit department. - I first called BOA 's customer service line. After~10 minute in auto dial " XXXX '' I was disconnected by BOA because I didn't have an account. 

- I called a different customer service line. I was on hold for several minutes. I was then told, after providing my DOB and SSN that I would be transferred to the credit underwriting group. I was placed on hold for several more minutes. After a brief conversation with credit, a gain being asked for DOB and SSN, I was transferred to Fraud.

- After several more minutes on hold, I was connected with a fraud person. She asked for DOB, SSN, ZIP and Phone number. She then called me back. She confirmed a credit application was filed in my name ( but did not state which kind, where or for how much ). I asked for a reference number : none are provided. I asked for written correspondence the issue has been address ; not provided. I asked for an email ; not provided. I asked for a phone number to call back ; is not provided. I was told the issue was resolved and entered into her notes. I asked to file a formal complaint ; I was told I couldn't b/c I wasn't a customer. I asked to speak to a supervisor to complain about the process and the time I was forced to waste. 

- I was placed on hold for ~20 minutes waiting for a supervisor. When the supervise came on the line, she knew nothing about my issue, spoke in circle and began to request the same information as the first Fraud agent. I realized she was filing a fraud issue. When I told her that I had already done it, she said that the first person had not done it right and when she spoke to her she realized she'd need to do it all over ( despite me being told it was submitted )- I asked to make a formal complaint. I was told that the supervisor would do it and it would also go " right to our CEO. '' I asked for a confirmation and she told me it was XXXX. When I asked what this referred to, she said, " It's my credentials ''. 

BOA 's process is unacceptable : - it seeks unsolicited PIA from victims of fraud - there is no number to call to follow up easily found on BOA 's website- there is confirmation number provided to customers. 
- BOA refused to provide correspondence via mail or email - The staff promises that issues are addressed, then I learned it was not. 
- There is no formal complaint process - I wasted almost 2 hours of my day on a fraud issue and attempting to address BOA 's flawed process.

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