Consumer complaint received 2025-11-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I am filing this complaint because Bank of America inaccurately reported my credit card account status to the credit bureaus after placing me in their hardship payment deferral program, which caused a XXXX drop in my XXXX credit score and incorrectly showed 102 % utilization. My payment due date was XX/XX/XXXX, and Bank of Americas hardship deferral terms clearly state that the program covers payment due dates between XX/XX/XXXX and XX/XX/XXXX. I entered the program on XX/XX/XXXX and received an acceptance notice on XX/XX/XXXX confirming that my payment obligations were deferred until after XX/XX/XXXX. Despite this, Bank of America failed to code my account as in payment deferral / hardship or similar and instead reported my balance as a normal active revolving balance. Because of this incorrect furnishing, XXXX  calculated my balance as if a payment was due, resulting in 102 % utilization and causing my score to drop from XXXX to XXXX even though I was not required to make a payment. 

I contacted Bank of America on XX/XX/XXXX and on XX/XX/XXXX, and the representatives provided me with conflicting and misleading information. XXXX, from Customer/Client Assistance today on XX/XX/XXXX confirmed that Bank of America reported the account incorrectly, stated that I should have been covered for XXXX, and opened internal ticket number : XXXX to update the erroneous credit reporting. Shortly after, I spoke with another representative, XXXX, in the same department, who told me the opposite, claiming I was misled and that I was not covered for XXXX. XXXX refused to connect with a credit specialist and was very defensive. He is a manager in this department. His statement contradicts both XXXX XXXX XXXX written hardship deferral window and the official acceptance email I received. These inconsistent explanations, combined with the inaccurate reporting, demonstrate poor and misleading practices during a time when I relied on the banks hardship protections. 

Because of this error, my credit score has suffered significant harm, and my credit profile now shows over 100 % utilization after I was told multiple times that a XXXX payment was optional as I am enrolled in this program. This situation is jeopardizing my financial standing with other creditors despite me following all required steps and relying on the banks assurances that this deferral would not negatively impact my credit. I am requesting that the CFPB require Bank of America to immediately correct thXXXX XXXX XXXX XXXXurnishing for my account to reflect that the account is current and in payment deferral, resubmit corrected data to XXXX XXXX XXXX XXXX XXXXnd reverse the negative impact caused by the banks mistake. I am also requesting written confirmation once the corrections are completed, as well as a review of Bank of Americas hardship communication practices so that consumers are not provided conflicting information in the future. The corresponding CFPB complaint ID for this matter is XXXX.

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