Consumer complaint received 2016-06-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
Due to a misguided sense of honor and respect for my wife XXXX XXXX XXXX 's mother, XXXX XXXX, XXXX has been paying for her deceased mother 's Bank of America 's credit card since XXXX passed away on XXXX XXXX, XXXX. XXXX has been requesting proof of B of A 's allegations that XXXX registered as a co-borrower on XXXX 's account -- rather than an authorized person -- since XXXX 's account was opened XXXX XXXX, XXXX. 

XXXX notified XXXX credit card issuers after XXXX 's passing away. Only B of A kept her mother 's account open. After asking for proof of XXXX 's name as a co-borrower versus an authorized person on XXXX 's account, B of A said on XXXX XXXX, XXXX that they would " try to locate '' the information in less than a month. 

XXXX, according to B of A, used the card twice in XXXX. She asked for a record of the charges. B of A has said they only keep records for 7 years. ( XXXX knows they have records in some format, since XXXX worked for a bank that kept microfiche files on everything. ) We received a letter on XXXX XXXX, XXXX, generated we suppose by XXXX XXXX of B of A 's " Customer Escalation Team '' ( XXXX 's term ) after we had a phone conversation with XXXX on XXXX XXXX, XXXX. The letter arrived without any B of A mark of any kind, except from " FIA Services, '' either on the envelope or the letter. The letter said, '' We are unable to provide a hard copy of the application you requested because it was processed over the phone or electronically. Although we can not provide you with a copy, we can confirm that we received your application on XXXX/XXXX/XXXX. We apologize for any inconvenience this may cause. '' It had no name or signature, only XXXX and an option to write to Bank of America. Calling that XXXX on XXXX XXXX, XXXX sent us to another person, XXXX XXXX, who asked us to wait to be transferred to the deceased accounts team, which we had spoken to for hours over several days. 

Bank of America switched XXXX 's name to XXXX 's in XXXX, giving XXXX a credit line increase which was not requested. 

On XXXX XXXX, XXXX, we talked to a XXXX XXXX, who was calling to ask for payment on XXXX 's account. After talking with her for a half hour, explaining everything again, she said " I really, really suggest you go to a branch. '' We did. We talked to XXXX XXXX at the XXXX XXXX XXXX, CA branch. She said, '' I 'm going to do the legwork and find an answer for you. '' She, after being sent to XXXX B of A departments, contacted XXXX, at XXXX, who she said would contact us after he had done the research. He was supposed to call us on the following Sunday between XXXX-XXXX in the morning. We received no call and no voice mail. When we let XXXX know the non-response two days later she said she would have XXXX contact us or she would. No call. 

The call on XXXX XXXX, XXXX lasted almost an hour including several transfers and holding music. The reason we can not pay XXXX 's credit card anymore is XXXX 's XXXX XXXX in XXXX XXXX which resulted in his losing his income. Our income and health do not afford us the luxury of paying XXXX 's credit card account anymore. 

1. We would like to have B of A prove that XXXX requested to be a co-borrower or cease and desist their demands that we repay XXXX 's credit card. 
2. Since B of A has been pounding nails in our credit report because of our inability to pay them, our credit rating has fallen. They can stop their demands and apologize, but they have already done the damage to our credit. Like pulling out the nails from the board, they have left the holes. 
3. If B of A can prove XXXX used the account after XXXX 's death, we will pay that amount, if B of A will refund the money that XXXX has given B of A, in honor of her mother. 

We would very much appreciate your help! 

XXXX & XXXX XXXX XXXX, CA

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 non-monetary relief