Consumer complaint received 2017-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
Bank of America pulled a credit report hard inquiry without my consent OnXX/XX/XXXX, I called Bank of America Preferred line to add my nephew as a co-applicant on my Bank of America NEA visa account. I spoke to XXXX XXXX from the XXXX PA Call Center around XXXX central time. I informed XXXX of my request and told her that I did n't want to proceed if they were going to pull a hard inquiry. She assured me on two different occasions that would not be the case, since I was n't applying for any new credit. Minutes after hanging up the phone with XXXX, I got an alert from my credit monitoring service informing of a new hard inquiry from Bank of America! I immediately called back and spoke to XXXX XXXX from the Preferred Sales Dept.  in XXXX RI. He assigned case # XXXX and told me that someone from Bank of America would reach out to me with a resolution within 2 business days. Two business days past, but no one called, so I called back on the second of XXXX and spoke to a supervisor with a name of XXXX XXXX ( phone # XXXX ). XXXX who was very helpful reached out to XXXX XXXX from the Credit Underwriting Dept. XXXX asked XXXX to leave the 3 way call, but I insisted that he stays on the call with us. I explained to XXXX the situation and was told they would have to review my call with XXXX XXXX onXX/XX/XXXX. XXXX stated that if XXXX indeed told me there would not be an inquiry, then they will proceed to take it off from my credit report. He said he would call me back within 2 days. After hanging up the phone with XXXX, XXXX and I conversed and both of confirmed what he had just told me. XXXX gave me his phone number and asked me to call him in case I need his help again. XXXX did n't call back, so onXX/XX/XXXX, I called back the Credit Underwriting Dept. and spoke to XXXX who is a co-worker of XXXX XXXX. XXXX confirmed that they had listened to my phone conversation with XXXX XXXX and decided to proceed with changing the hard inquiry to soft inquiry as promised. She stated that I would receive a letter in a mail within a weeks informing of the resolution we reached and that the credit hard inquiry should fall off my report within 60 days. A weeks past without receiving any correspondences, so I called back on XX/XX/XXXX. This time it was XXXX from Underwriting. XXXX confirmed what I was told by XXXX and asked me to wait another week or so. Ten days past and again, Credit Underwriting failed to communicate with me. I called back on XX/XX/XXXX. I first spoke to Virginia who asked me to hold, but the line was disconnected. I called back and spoke to XXXX XXXX who finally transferred the call to XXXX XXXX. I reminded XXXX of our previous conversation, then I was put on hold for about 10 minutes. XXXX came back on to tell me there was nothing he could do and that the hard inquiry would stay. I reminded him of his earlier statement that the hard inquiry would be removed once they listen to the phone call with XXXX, but he denied it flat out. I told him that XXXX XXXX heard the conversation, but he kept dodging my questions. I then asked to speak to his manager, I believe his name was XXXX in AZ, but was told he could only schedule a callback. I reached to XXXX, but I could only manage to get to his VM. Very frustrating experience overall. It appears that there are many agents who tell customers lies. I was under the impression that all these calls are recorded, but I guess Bank of America does what they want. By the way, I 've been a Bank of America customer for over 25 years!

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