Consumer complaint received 2018-10-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/2018, I contacted Bank of America on their XXXX number regarding our automobile loan, as I wanted to report that our mail had been stolen, inquire about whether we needed to change the account number, and to see if we had a payment due. 

I spoke with XXXX XXXX who informed me that our account was past due and that it had been reported to the credit bureau. I had not received any telephone calls letting me know the account was past due nor any written notices stating that a payment was due or late. 

I made a payment of {$3300.00} ( Confirmation Number XXXX ) and another payment for XX/XX/2018 ( Confirmation Number XXXX ). Due to the mail theft, she reversed the late fees and stated that I needed to wait for the payment to clear and to call back today to have the negative mark on our credit history removed. 

I called XX/XX/2018 and spoke with an agent XXXX, who then transferred me to a Supervisor named XXXX XXXX out of XXXX Florida. XXXX XXXX indicated that I needed to fax in a request to have the negative mark removed from our credit history. We often pay this account in advance, and there are months where no payment is due, which is why we did not automatically know to send a payment. The moment I realized our mail was stolen ( XX/XX/XXXX ), I called in order to find out if payments were due and to get the account number changed if the account was compromised. We are currently looking at buying a house, so the negative mark is adversely affecting us greatly. 

When I was making the payments, I was informed that Bank of America had been calling a phone number that was twenty years old and it was a number we had never provided to them. In addition, the other phone number they were using was disconnected, despite the fact that our phone number is public, they had called us on the correct number in the past, and was listed on the documents and credit reports. 

Today, on XX/XX/2018, we received a form letter from Bank of America telling us that they were leaving the delinquent note on our credit report with explanation. The form letter did not include anyone to whom we could speak with and only included a XXXX number. We have contacted the XXXX number provided and no one can tell us how to appeal this decision or who we may speak with. They were exceptionally rude and told us it was our fault that the account was reported and that there is no one in Bank of America who can speak with us and that we needed to dispute this with the credit bureau. 

We are respectfully requesting that the Consumer Financial Protection Bureau contact Bank of America and assist us in removing the negative report to the credit bureau due to the mail theft. Please do not hesitate to contact me at ( XXXX ) XXXX if you have any questions or if you need any further information. 

XXXX XXXX XXXX

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