Consumer complaint received 2022-02-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I had a car accident involving a deer while renting an XXXX vehicle with a XXXX. The XXXX I used covers auto rentals and is the primary insurer ( up to {$50000.00} ). XXXX has repeatedly refused to pay the claim and had my person insurance company pay for a portion of the accident costs. On XX/XX/XXXX at XXXX, I spoke with Team Leader XXXX XXXX XXXX XXXX XXXX  rep. She confirmed that XXXXk ( the 3rd party administrator on both sides of this claim ) had in fact been sent the information from the XXXX side of this claim XXXX The other items were sent, by me, back on XX/XX/XXXX. 
I received a request to submit a XXXX billing statement showing cardholder name, account number, and total charge for damage ( THIS WAS SENT BACK ON XX/XX/XXXX ) Personal effects item receipt ( I LOGGED ON TO THE XXXX SITE TO CONFIRM I DID NOT HAVE ANY PERSONAL EFFECTS LOSS ) Homeowners/Renters insurance declarations page showing insurance carrier name, phone number, policy number, deductible and policy coverage dates. Coverage dates shown should be valid on date of incident. ( I DECLINED FROM SUBMITTING THIS INFORMATION BASED UPON THE FACT THAT NO PERSONAL EFFECTS OR CLAIMS WERE SUBMITTED. THIS WAS NOTED ON THE ONLINE SUBMISSION ) Esurance has been charged and paid {$11000.00} toward the claim. XXXX auto rental insurance ( {$50000.00} ) is the PRIMARY insurer. I requested that the following CORRECTIONS be made : Reimbursement payment to XXXX ( Claim number XXXX ) be made in the amount of {$11000.00}. The full remaining amount of the {$4600.00} be paid to XXXX XXXX XXXX number XXXX ) The handling of this claim warrants a complete review! While I was able to speak with someone on the XXXX side of this claim I could NOT find any contact number to speak with someone on the XXXX side of the claim. 
On XX/XX/XXXX, I had a car accident involving a deer while renting an XXXX vehicle with a XXXX. The XXXX I used covers auto rentals and is the primary insurer ( up to {$50000.00} ). XXXX has repeatedly refused to pay the claim and had my person insurance company pay for a portion of the accident costs. On XX/XX/XXXX at XXXX, I spoke with Team Leader XXXX XXXX XXXX XXXX XXXX  rep. She confirmed that XXXX ( the 3rd party administrator on both sides of this claim ) had in fact been sent the information from the XXXX side of this claim XXXX The other items were sent, by me, back on XX/XX/XXXX. 
I received a request to submit a XXXX billing statement showing cardholder name, account number, and total charge for damage ( THIS WAS SENT BACK ON XX/XX/XXXX ) Personal effects item receipt ( I LOGGED ON TO THE XXXX SITE TO CONFIRM I DID NOT HAVE ANY PERSONAL EFFECTS LOSS ) Homeowners/Renters insurance declarations page showing insurance carrier name, phone number, policy number, deductible and policy coverage dates. Coverage dates shown should be valid on date of incident. ( I DECLINED FROM SUBMITTING THIS INFORMATION BASED UPON THE FACT THAT NO PERSONAL EFFECTS OR CLAIMS WERE SUBMITTED. THIS WAS NOTED ON THE ONLINE SUBMISSION ) Esurance paid {$11000.00} toward the claim. XXXX auto rental insurance ( {$50000.00} ) is the PRIMARY insurer. I requested that the following CORRECTIONS be made : Reimbursement payment to XXXX XXXX Claim number XXXX ) be made in the amount of {$11000.00}. The full remaining amount of the {$4600.00} be paid to XXXX XXXX XXXX number XXXX ). On XX/XX/XXXX I submitted the information above. On XX/XX/XXXX, I received an email stating the company was closing my claim. 
I made the following request directly to XXXX and the response I received on XX/XX/XXXX was that they were closing my claim because they did not acknowledge that I had already sent the information they requested three times. 
I requested that the following CORRECTIONS be made : Reimbursement payment to XXXX XXXX Claim number XXXX ) be made in the amount of {$11000.00}. 
The full remaining amount of the {$4600.00} be paid to XXXX XXXX Claim number XXXX ) as per my Rental Car Insurance coverage on my XXXX XXXX 
On XX/XX/XXXX, XXXX XXXX this claim to a third-party collection agency ( XXXX XXXX XXXX XXXX ) without notifying me as requested on a voicemail I left on XX/XX/XXXX at XXXX with XXXX XXXX at XXXX. Following the call from XXXX XXXX I called XXXX XXXX ( XXXX ) on XX/XX/XXXX @ XXXX and left a message to inquire why this claim was sent to collections when XXXX was claiming they needed an fleet service log from XXXX which they never sent XXXX Refusing to issue payment by withholding information between XXXX departments is unacceptable. 
In an effort t to get help from Bank of America, I met with XXXX XXXX at the XXXX, NJ branch of Bank of America on XX/XX/XXXX in order to get some resolution since the credit card was part of a business account. I have with them as a preferred customer of almost 30 years! We were able to connect with a representative named XXXX in the rental insurance department and she said I should hear back within the next few days. 
On XX/XX/XXXX at XXXX, I called XXXX back and I was put on hold for XXXX and had to hang up because my lunch break was over. 
On Friday, XX/XX/XXXX, I received an email from XXXX requesting proof of marriage or domestic partnership. I sent a copy of this document on Saturday, XX/XX/XXXX at XXXX. 
On Monday, XX/XX/XXXX, at XXXX, I returned a call from XXXX XXXX XXXXXXXX XXXX XXXX The rep pressed me regarding why I had not paid, at some point in the conversation, I told him it was a corporate credit card and he told me I should have told him that at the beginning of the call. We exchanged words and I hung up the line after he asked me why didnt you just pay the {$4600.00} I owe and I told him that the XXXX Rental car insurance was responsible to pay for the damage to the vehicle as the primary insurer. 
On Monday, XX/XX/XXXX, at XXXX, I spoke with XXXX at Bank of America who transferred me to Deb at XXXX XXXX I called to confirm receipt of the required marriage certificate and request to submit payment to XXXX XXXX XXXX told me that XXXX XXXX XXXX XXXX had called her at XXXX to verify information I had given him. I did not appreciate the nature of that call at all.

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