Consumer complaint received 2017-08-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Bank of America XX/XX/XXXX-closed my Business Credit Card in person at local branch. XX/XX/XXXX-contacted " Business Services '' with a question about an unrelated issue. After 4 transfers in " Customer Service, '' I was connected to Collections in " an attempt to pay a delinquent account and late fees '' on my business credit card. I explained that the account had been closed and I received no info about a balance as I could have paid it when I closed the account. Intimidated, I agreed to pay the posted amount from XXXX but no late fees. XX/XX/XXXX-XX/XX/XXXX Appointment at branch with Business Services-assigned a Customer Service Rep who " could n't help me because he did not have access to the business files. '' The business guy was in his office across the hall-no clients. Since it was XXXX and the bank was closing, I had to go back another day. XX/XX/XXXX-XX/XX/XXXX At bank with XXXX XXXX. Retrieves credit card file and states " We made an error. '' I do n't even know how she closed the account if there was a balance due. '' After 5 phone transfers and XXXX repeating the story and " we are in error '' each time, we landed back in Collections with someone who clearly did not understand the problem so she would send it up the line to management. XXXX explained that I would get a letter confirming the XXXX balance in 7-9 days. XX/XX/XXXX-Received letter- '' We are unable to approve your recent request regarding the above account. '' A phone number was given. XX/XX/XXXX-I called the number. The person would not access my account without my daughter 's permission. No explanations would satisfy her. Fortunately, my daughter was home and after 30 minutes, she got on the phone to approve my access. ( I do not even have an account linked to my daughter-my husband is that person. ) When she finally pulled up the account and I explained again the story, she responded, I understand what is going on, but because the account is closed, I do not have access. '' XX/XX/XXXX-Back In XXXX XXXX ' office. Transferred 6 times, repeating the same story and error each time, we found someone to transfer us to management. We spoke with XXXX XXXX. We were placed on hold 3 times for over 2 minutes each and only after my husband threatened to close all of our accounts did she agree to send it to " Senior Management. XXXX explained to us that it would be another 7-9 days for a decision. He stated that " those people will take action. They have access to all files as well as the phone calls recorded each time I/we had called-including the ones from the beginning that I made alone. Three Hours Later-XXXX XXXX called to inform me that the case was denied and that this decision was final. I requested the name of the person- '' We do n't give out information about 'the back office. ' '' XXXX did give me the direct number to her department XXXX in case I had any questions. Every conversation began with " This is an attempt to collect money ... ..bla bla blah '' XX/XX/XXXX-phoned XXXX XXXX . Appealed to her for an hour to take my case to someone else in " the back office. '' Found out that " the back office '' is in a different location, maybe even state. She said there was no one to send it to. I asked her to find someone and find a way, as this was theft. Somehow, I believe XXXX was trying to assist given the circumstance. She agreed to discuss with another manager on her level and go from there.

XX/XX/XXXX-XXXX XXXX left a voicemail XX/XX/XXXX-XXXX XXXX informs me that my request was denied again and it was final. XX/XX/XXXX-received denial letter # 2 in mail-same format. Sent an email to XXXX XXXX, President and CEO for what good it will do-probably went to Spam. I plan to place a call to that office this week, as this is criminal.

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