Consumer complaint received 2025-08-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
I provided the below to XXXX and, unfortunately, none of the below was answered nor taken seriously by BofA 's office. It is extremely disappointing, and I have done all I can to work with BofA internally, but issues continue not to be read nor understood. 

I currently have XXXX working on internal BofA case XXXX, who told me today that ( XXXX ) he never asked for a XXXX callback per our last conversation on XX/XX/XXXX, despite being very clear, and ( XXXX ) had no recollection of what I even spoke with him about nearly XXXX weeks ago by phone. Because of this, I am filing this case directly so that all concerns are clear. I am beyond taken aback by BofA at this point and need someone to address the below, of which I originally sent over a month ago on XX/XX/XXXX, to which no one replied. XXXX XXXX stated that he was aware of the below email chain ( which was me responding to myself ) but apparently never read it over the last XXXX weeks. 

I can not keep going in circles with BofA 's EO, having them ignore phone calls and emails, etc. This is completely wrong and unprofessional. All cases should be treated consistently, with the same level of quality and care. You should not be having agents who are putting in low effort ( XXXX ) XXXX having agents who are incredible and who understand and resolve issues ( XXXX XXXX XXXX XXXX No agent should be ignoring or dismissing concerns, and the lack of ability to speak with a XXXX reflects this lack of quality. Again, please look into the BBB case referenced below as XXXX XXXX handled and resolved the same issues perfectly with TransUnion : XX/XX/XXXX Email to XXXX : " I apologize that this case is needing to be raised to you again. This is my final attempt to work with BofA directly before going back to the CFPB, Attorney General, etc., of which I do not want to do. I asked for a XXXX callback on Friday and no one has called back within the XXXX business hours on top of multiple delays over the past XXXX months since this case was originally opened. 

This case has been transferred to multiple reps, with all emails going unaddressed and no one getting in touch with me until Friday, after multiple voicemails were left. This case was also transferred to multiple reps ( XXXX XXXX to XXXX to XXXX XXXX ) without explanation, but further causing confusion and delays. As you can see from this email chain, XXXX never got back to multiple emails. XXXX left a message a week ago for me to get in touch with XXXX XXXX as I had not received the CFPB letter ), which I attempted to multiple times by voicemail with no callback. Finally I got in touch with XXXX on Friday to hear that ( XXXX ) nothing was done with my case over the last 60 days ( BofA was only replying to my CFPB case as the deadline was coming up ) and ( XXXX ) nothing was looked into regarding the email I sent nearly a month ago, below. When I asked XXXX about this ( " what was looked into? " ), he had no answer. This is absolutely not the way BofA or anyone else should be handling my case and my concern has not been addressed. 

Again, the below email was sent nearly a month ago on XX/XX/XXXX. Please have someone reach out to me within XXXX business hours on the same before I further escalate. This case needs to be considered priority at this point given how it has been repeatedly misunderstood and mishandled by the team : " Given the extent of this concern, please give a call or email once resolved, in addition to letter if you'd like. I do need to know immediately once fixed. 

A side note is that my daughter, XXXX XXXX, had the same issue ( filed via BBB case XXXX with BofA ) for the card ending in XXXX and this was resolved by XXXX XXXX at BofA last week. Since it's the same exact issue, XXXX of the same cards, etc involved, I thought it would be worth referencing. I understand that my credit report is different from hers, however, but it XXXX be helpful. '' '' XX/XX/XXXX Email to XXXX : " I spoke with XXXX ( XXXX, XXXX ) today who is working on my case. However, he is not a XXXX, and I asked for a XXXX callback last Friday. A XXXX never called. 

Furthermore, XXXX didn't have the correct case details, so I had to correct him, and I really hope I am not being set up for failure yet again. 

Please put in a XXXX callback which I also put in again with XXXX today. A XXXX needs to call within XXXX business hours. I do not want to escalate this issue in a different form. My case has been open under different cases for over 6 months and keeps getting pushed to lowest priority as it restarts as a new case. The team never reopens incorrectly closed cases. Accordingly, this case should be considered relatively high priority given the timeline. BofA has violated its FCRA accuracy obligations ( 15 U.S.C. 1681s-2 ( b ) ) by failing to complete a reasonable investigation within the required XXXX period. ''

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