Consumer complaint received 2016-11-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I previously submitted a claim to CFPB about my denial of SCRA benefits by Bank of America ( BoA ). That case number is XXXX. My issue has not been resolved and I feel that the company is just giving me the run-around to avoid dealing with my dispute. 
My original complaint is because I applied for SCRA benefits for my BoA XXXX card because I opened the card before I got on XXXX XXXX. I opened the credit card in XXXX XXXX and did n't come on XXXX XXXX until XXXX XXXX, over 2.5 years after opening the card. I am still on XXXX XXXX in the XXXX. I applied for the SCRA benefits on XXXX XXXX. On XXXX XXXX, I received a letter stating my request was denied because the debit must be incurred before the service member entered XXXX XXXX. Which is what happened so I should n't have been denied. I called the BoA XXXX Benefits office to dispute the denial and my case was " escalated ''. I filed my last claim because it was over a week before I heard back on the escalation. I finally received a voicemail around XXXX on my cell phone on XXXX XXXX from " XXXX '' ( XXXX, ext XXXX ) asking me to call her back in reference to my escalation. I am unable to have my cell phone in my office building so I can not get calls during working hours. I called her back and asked that she call me at work, and gave her my office number. She called me back that evening at XXXX and I just missed picking up my cell. I immediately called her back and got the voicemail again. I made multiple attempts on XXXX XXXX but only ever got the voice mail. I called again on XXXX XXXXand left voice mails asking her to call me after XXXX on my cell. She left me a voicemail around XXXX on XXXX XXXX asking me to leave her a voicemail with the best time to reach me. I had checked my cell after lunch and returned her call and left another voicemail asking her to contact me after XXXX. I have had no other contact from " XXXX '' since XXXX XXXX. I have left multiple voicemails at the number she gave me but have had no further contact. I have called the military benefits office and asked for assistance in getting in contact with " XXXX '', but after at least XXXX attempts I have still had no success. 
After my original claim I was contacted by XXXX XXXX XXXX from the BoA Regulatory Complaints division on XXXX XXXX and he told me that he would be helping me resolve my issue. After many unsuccessful attempts to contact " XXXX '' I called XXXX XXXX on XXXX XXXX, and reached a voicemail. I requested assistance in contacting " XXXX ''. XXXX XXXX left me a voicemail during the working day on XXXX XXXX stating that there was no new information on my dispute. I returned that call, got his voicemail, and asked why " XXXX '' was contacting me if there was no new information. He finally called me back on the evening of XXXX XXXX around XXXX, but I was driving home from a meeting and was unable to answer my phone. A message was left for me to contact him at my earliest convenience. I called him back the following morning and got voicemail again. I asked that he call me back after XXXX XXXX when I would be able to talk, but got no phone call. 
I have made over 18 phone calls and left as many messages to both " XXXX '' and XXXX XXXX between XXXX XXXX, and have still yet to talk to person on the phone. My messages have included the best time to reach me, but yet no one has called me during those times and all I can get in touch with is voicemails. I have no one else to contact at BoA that can assist because voicemail boxes ca n't give me the person 's supervisor.

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