Consumer complaint received 2025-03-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am writing to request support regarding a goodwill adjustment for a single 30-day late payment reported by Bank of America on my Cash Rewards credit card account for the XXXX XXXX billing cycle. This payment, while technically late, was an isolated incident caused by logistical challenges XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. I am not disputing the accuracy of the report I am requesting a one-time goodwill removal to reflect my long-standing loyalty, financial stability, and commitment to continuing my relationship with Bank of America. 

I have been a Bank of America customer since XXXX, opening my first savings account at age XXXX. I opened my checking account and credit card in XXXX, and I have maintained a perfect payment history for over 9 years. In total, Ive had a XXXX year relationship with Bank of America across multiple accounts and services. This one delinquency for a balance of approximately {$250.00} occurred while I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Despite this temporary lapse, my financial record remains strong. My account has been current ever since, and Ive taken preventive steps including linking backup accounts and setting auto-pay. I provided Bank of America with screenshots of my bank statements and net worth ( which exceeds XXXXXXXX XXXX ) to show that this was not due to an inability to pay, but a true administrative oversight caused by the stress and disruption of military relocation. 

This one mark caused my credit score to drop by XXXX points, affecting everything from interest rates to mortgage planning and it places unnecessary risk on my military security clearance, which is heavily dependent on maintaining excellent credit. 

Ive sent formal letters ( including to XXXX XXXX XXXX, CEO ), submitted documentation, and even reached out to board members. I received a form letter in response stating Bank of America does not offer goodwill adjustments due to legal obligations. However, the Fair Credit Reporting Act ( FCRA ) allows creditors to request removal of accurate information if they choose to do so, and goodwill deletions are entirely legal and permissible under federal law. 

I have seen other customers some with shorter histories and less severe circumstances have their negative marks removed after similar requests. Ive always believed in responsible banking and customer-first values. I want to remain a loyal Bank of America customer for decades to come Ive trusted them since childhood, through overseas deployments, and during some of the most pivotal transitions of my life. This late payment is not reflective of my character, nor my financial behavior, and I am sincerely requesting assistance in restoring my record through a goodwill adjustment. 

This is not a dispute or accusation it is a heartfelt request to help me preserve a relationship with a financial institution I deeply value. I respectfully ask the CFPB to encourage Bank of America to reconsider this request, which would significantly impact my financial future, military career, and personal trust in one of the nations largest and most respected banks. 

Thank you for your time and consideration.

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