Consumer complaint received 2016-07-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Credit card
Issue: Other

Complaint:
Bank of America Complaint : XXXX. SCRA for military- I submitted XXXX sets of military orders and was told XXXX different reasons as to why the would not use my orders. I have requested " written '' proof which should include a point of contact 's information as to how it was determined my orders are considered to be state orders and not federal. I have called numerous times, asking to speak to XXXX XXXX and XXXX XXXX her Supervisor. I have called XXXX Ext XXXX, which goes to a voicemail. When I dial XXXX, it states it 's a debt collection department ( which my account is not in debt collections, it is current ). When I press the option for a representative, I have spoken to several people that states no XXXX XXXX works there. Then after calling several times, I finally got XXXX person that acknowledged she knew XXXX and transferred me over to her.I spoke to XXXX and her supervisor, XXXX XXXX on XXXX/XXXX/2016. The supervisor stated my orders were not denied due to the 180 day criteria that I have been previously told, but because the type of orders I had did not qualify. I need written documentation supporting the reason why they can not use my orders to utilize my XXXX benefits. My most recent call on XXXX/XXXX/2016 @ XXXX XXXX to a rep in the military department requesting written documentation.I have been waiting for a week and have not received an email or a call back concerning my request that I made for the written documentation. This request was supposed to be relayed to a XXXX XXXX who is supposed to pass this message on to XXXX XXXX & XXXX XXXX. 
XXXX. Failure to protect military member 's PII by consistently asking for full social security numbers, when accessing my account status which does not require a full social security number. 
XXXX. Certain employees refuse to provide a location of where there call center is located, an identifier or their last name. However, I have been required to provide the following or I will not be able to obtain account status : XXXX. Full name XXXX. Full address XXXX. Account number XXXX. Full XXXX XXXX. Phone number XXXX asked why ca n't I just give my last XXXX of SSN or an alternate pin or password, and the reps in the military department stated that 's just their company policy. They do not provide any " legal '' standing for it. I asked where as a consumer is this available to me that Bank of america 's policy to discuss my military account in writing. XXXX XXXX stated they do not. Bank of America needs to provide to consumers if they are going to be required to provide a what circumstances a full social needs to be provided. So in the military division, I was told I need all this information. In other departments that I have called, such as the credit card division, they may ask for XXXX to XXXX pieces of the above listed information. 
Several supervisors have told me that employees are not required to give the location of where I 'm calling to, and they do n't have to give their last name. Bank of America is more invested in protecting the safety of their employees, versus their customers. I have a right to be concerned about the reps handling my personal information and should be provided with a location and a specific employee identifier as well. 
XXXX. I asked for calls to be pulled around the time my card was closed for XXXX. I advised a Bank of America phone representative relayed to me that they did not have a department or a program to help military members lower their interest or help with financial difficulty. When I spoke to XXXX on XXXX/XXXX/2016, I asked if she had pulled calls from around that time frame as I had requested. She stated no, that she just looked at the notes and that she had not found anything in the notes concerning denial of military benefits. I asked why had she not pulled the phone calls. She stated because her supervisor had told her not to.

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