Consumer complaint received 2022-02-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Investigation took more than 30 days

Complaint:
Upon taking out a business loan at my financial institution of XXXX on XXXX XXXX. Me and my husband were denied after our personal banker informed us that BANK OF AMERICA Reported derogatory information to XXXX and EARLY WARNING SYSTEMS which prevented us from opening the new account. This was all news to us because all our businesses and personal banking has been with the same financial institution for XXXX  years. We have never banked or done any business with Bank of America in any form or fashion. On XXXX XXXX we immediately reached out to Bank of America fraud department and notified them of the incident and that we were just made aware of it. They opened a case we cooperated fully and supplied them with the affidavit and all information requested in a timely fashion. We sent the first letter XXXX XXXX. They responded case close information not supplied. Which was not true. We sent another letter with all requested documents XXXX XXXX. Again they said no information received. So we requested fax number to send the information so we would confirmation of their receipt we then faxed the information on XXXX XXXX, XXXX at XXXX called in the next day to confirm receipt no documents received informed by rep in fraud department to resubmit the fax on XX/XX/XXXX. We did called in next day to confirm. Still no documents on their end. We inform them of the fax number they confirmed it correct. We sent it again XXXX XXXX XXXX am still same response. We called in numerous times and requested a supervisor with no avail. They informed us they would call us back no return call. We keep call attempting to find out whats going on. Non of the representatives or floor supervisors were helpful or understanding of the situation at hand. We sent a fax again with all requested documents XX/XX/XXXX at XXXX. Continued to call in to the fraud department to get it resolved still they say didnt receive the fax. Stayed on the line with a rep named XXXX in the fraud department located in Texas sent the fax again on XXXX XXXX at XXXX Bank of America still replied no received fax. Its impossible for this to be so every fax i send goes through and we feel as if Bank off America is playing games and not practicing ethical consumer practices. Tonight XXXX XXXX I called in again spoke with a rep name XXXX in the fraud department in Texas informed her of the issue she stated they never received documentation she escalated the claim so she said I requested a supervisor she placed her floor lead on the line his name XXXX he was extremely non chalant and not understanding of how this inaccurate and fraudulent information was affecting us. We are the victims and are just wanting to resolve the issue and correct the inaccurate reporting to the XXXX party consumer reporting agencies, Early Warning systems and 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