Consumer complaint received 09/28/2015 about Bank account or service (Other bank product/service) with BANK OF AMERICA, NATIONAL ASSOCIATION (CA).
Issue: Making/receiving payments, sending money

Complaint: I filed a complaint with your agency, Case No. XXXXYou completely did nothing to help me. I never heard from you so I called your office late XXXX. XXXX of your staff told me that the reason my case was not resolved was because I was not clear with my desired resolution. I gave her my new mailing address because we moved from XXXX XXXX, XXXX XXXX, 2015. On XXXX XXXX, 2015, I wrote a letter and per your staff representatives specific instructions and forwarded it to your office ( see attached ) I have never heard anything more from Consumer Financial Protection Agency. 

I was cleaning out my file cabinet and saw my file for this matter last week. I went on line and found the link for me to see the status of my complaint. My old address was still there, the new address was not updated. I wrote to XXXX XXXX XXXX XXXX see attached ) on XXXX XXXX, 2015. 

I was trying to figure out how to get back into my case today and needed help. I called and a lady told me my case was closed. XXXX. She told me it was closed in XXXX, I told her that was impossible, that I had spoken with a CFPB staff representative the end of XXXX 2015 XXXX I will look for my phone audits that I have because of the type of accounts I have with XXXX XXXX and she told me the reason it had not been resolved is because I was not clear about my desired resolution. The representative even helped me with the specific language to write my letter and submit it. 

Today your representative said she probably could not help me because my online file was closed. I told her that is impossible, I had just logged in last XXXX, she disputed my information so I immediately logged in. 

Today your staff said I received a response and directed me to an attachment link on the page where it said a response was. I never knew this. I was not even aware until XXXX XXXX, that I could log on and see my case. 

I did open the file and was so upset, the response is worthless, obviously B of A read nothing! They tell me to go to my bank ... that is where I started and I am back at square one over a year later!!! OMG. 
I went to XXXX went to my bank and they gave me the information for B of A FIA Credit Card DepartmentI went to the Office of the XXXX Bank XXXX went to the Office of the ComptrollerI was instructed to go to you, The agency, Consumer Finance Protection BureauI am not better off than when I started. 

The attached letter your representative directed me to today is worthless, it says nothing, there is no way a person of integrity and honest person with B of A read my supportive documents and came up with this response. NEVER! 

How can your agency, funded to help individuals/companies like ours accept this generic letter and close my case? 

My last step is the US Attorney General if you do not find integrity and do the right thing, review all I have submitted, follow up with BofA and resolve this matter and provide my specific request of being reimbursed by XXXX/BofA. 

XXXX XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation