Consumer complaint received 2024-10-11
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was already discharged in bankruptcy and is no longer owed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (WA)

XX/XX/XXXX XXXX XXXX I called customer service to request documentation of a charged off account from XXXX which had been settled. I specifically asked for documents that showed the dates and amount. I was transferred to recovery services and spoke with a representative that stated that the document would be sent out via postal mail within 5-7 days. XX/XX/XXXXXXXX XXXX XXXX No documents received- I called recovery services again to request the same documents and spoke with XXXX XXXX and was told I would receive the documents via fax as well as postal mail. I should receive both -Fax within 2 days, postal mail within 5-7 days. XX/XX/XXXX I called recovery services and spoke with a Supervisor. Last name XXXX, and requested the documents again via fax as well as postal mail. 

XX/XX/XXXX received a letter stated that I completed a settle with no dates no amounts. XX/XX/XXXX Called customer service - Spoke with XXXX to ask who could provide the documents with the details requested, and was told to contact recovery services and given a number which led me back to customer service again. I then spoke with XXXX and repeated the same story and requested information, but not able to be put in contact with anyone who actually has the requested documents. 

XX/XX/XXXX I received an email from XXXX XXXX stating should would be the person handle my complaint. However, I was not given an email address in the provided contact information which resulting in me calling and leaving many voicemails over the course of this issue everyday without response until Friday XX/XX/XXXX. During the call I expressed exactly what I needed as I have done with various reps on behalf of Bank of America. I also expressed that this has put me at risk of losing my employment and has prevented from working, putting my employment at risk as the Documents are required by XXXX for documentation on a XXXX for form. I was under assumption was that I would receive some type of documentation or communication as what I have been asking for is not very complicated and is listed below -the total amount owed -what was the amount agreed to be paid in the settlement? ( how much and when? ) -was it paid? how much and when? - is the debt resolved? I called again on Wednesday XX/XX/XXXX, and again on XX/XX/XXXX without response only a number that goes straight to a voicemail as it done over the course of this issue. I would also like to add that the lack of communication and a system that is set up to keep it this way is incredibly frustrating. Their automated phone system does not allow you to talk to anyone unless you have their exact extension, and the only one that I have been provided has yielded no results, just straight to a phone that goes directly to voicemail no matter what time of the day that I call, leaving me to file another complaint. 

This is the same for the email system as well which does not go directly any individual, but just a department email address. The dates listed below are all dates that I have called and left voicemail and have yet to receive any communication regarding this issue -Thursday XX/XX/XXXX XXXX XX/XX/XXXX -Monday XX/XX/XXXX -Tuesday XX/XX/XXXX -Wednesday XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX, XXXX and XXXX, and XXXX I called and sent emails and was sent directly to voicemails. 
XXXX XXXX I was called by XXXX XXXX, who told me that I would need to call XXXX XXXX XXXX at XXXX. 

XX/XX/XXXX I called XXXX XXXX XXXX sent a document via email that does not contain the information requested. 

XX/XX/XXXX I called XXXX XXXX again and requested the documents again and was not sent what I asked for. 

XX/XX/XXXX I called XXXX XXXX again and was told that a letter containing the information I requested would need to made by Bank Of America because they are not allowed to send anything that is not preapproved by Bank of America. 

XX/XX/XXXX I called Bank of America XXXX XXXX XXXX, and was sent straight to a voicemail. 
I left yet another voicemail saying the following. Have reached out to XXXX XXXX and was sent several document over the past three days. None of which contains the information that I requested and was referred back to Bank of America and told they would need to produce the documents requested. I really do not understand why this is taking more than two months or why no one can simply put the information on a letter head, or in an email and send it to me. I requested the exact same information from XXXXXXXX XXXX  and they made sure that I had it before I hung the phone. I am not really sure why there is such an abundance of poor customer service, or incompetence but there is no reason that I have should have had to beg for this document for more than two months and I still do not have it. 

XX/XX/XXXX I also called customer service and requested a manager after having to explain all of the details, then was transferred to the credit card departments, then to a manger in Charge-offs by the name of XXXX XXXX and told he could not provide a document with this payment history. I was told there would be an email sent to XXXX XXXX, but still no resolution.