Consumer complaint received 2016-03-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Credit card
Issue: Payoff process

Complaint:
In XXXX I entered into an agreement to settle my credit card debt with them for less than the amount owed. I talked with them, we came up with a settlement amount, which would be over the {$600.00} reporting amount for a Form XXXX. I said that I would like to avoid that, and after calculating what the increase would be, I called back and discussed the terms, asking and making sure that these payments would avoid the Form XXXX After being told that the payment plan would avoid the form, I entered into a settlement agreement and the payments were made on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, and XXXX/XXXX/XXXX to complete the terms. After completing the terms and payments, I assumed this was settled. 
On XXXX XXXX, I received a Form XXXX from Bank of America for a discharged debt of {$670.00}. Concerned why I received that, I had to look up their number as the customer service number did not help answer my questions. After calling a general number, I was transferred to XXXX that I was told set up the settlement. I set up a dispute with them after explaining the entire situation, that I was very clear and was told I would avoid the Form XXXX with my increased payment. I was told it would take a week to process. At the end of the week, I called back, and was told that there was no response yet, but a second dispute would speed the process along. So I filed that one week after the first. I also asked to speak with a supervisor, and XXXX XXXX called me back on XXXX/XXXX/XXXX at XXXX XXXX from Bank of America. 
I started calling more frequently, and was then told that the dispute process would take 30 days That was not what I was originally told, and would not be expedited like I was told the second time. Approaching the 30 day mark on my original, that dispute was cancelled, and only my second one, filed a week later remained. 
On XXXX, I received a call from XXXX XXXX from the Supervisor 's Office with my reference case ID number. I called back after, and talked with XXXX XXXX. XXXX XXXX told me my dispute had been closed and the Form XXXX would stand as issued. I explained my situation again, and asked where I would go from there. As with everyone I spoke with, I said I specifically stated my intentions, was told that my payments would avoid the XXXX. I asked how to get a copy of the call, and he said XXXX people set up these settlements to avoid this situation, that I was mistaken. I again asked how to get a copy and he asked what he would hear if he listened to the call. I again stated that my question was, setting up the payment plan for the additional amount would avoid a Form XXXX. He said he could see my original call when setting up, and he would listen to it. He sounded confident that I was wrong, but would listen to the call and if there was a bank error, he would acknowledge it and work to fix it. He said that he would put me on hold and listen. After waiting, he returned and said he could hear that I was correct in my recount of the call, and said that he felt the bank had made an error. He would look into what needed to be done, and would contact me towards the end of the following week, around XXXX/XXXX/XXXX. 
Today is now a week past that point, and I am getting closer to needing to file my tax forms. I want this issue resolved. XXXX supervisor I spoke with asked what the cost of filing with the XXXX would be? I feel now this is the attitude of Bank of America. I set up the settlement with very specific and asked if what I was doing would avoid this. Is there anything that I am able to do to remedy this situation?

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