Consumer complaint received 2025-12-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint regarding an unfair and harmful credit reporting issue caused by Bank of America. I had made a full payment on XX/XX/25 ( confirmation : XXXX ). 

XXXX. I have been a Bank of America XXXX for 30 years and have been a XXXX member with no history of late payments during that time. 

XXXX. I am not fluent in XXXX and I am not familiar with computers. I have always relied on paper statements to make my payments. If my account had not been switched to paperless without my knowledge, I would have never missed a payment. 

XXXX. When I told the bank that I did not know how or why my billing statements were changed to paperless, and that I never made such a change, they acknowledged this and said they would switch it back to paper statementseven though the account was already closed. Because of the paper billing statements not coming in, I had no notice of any future payments that needed to be made and the person that I had contacted, XXXX from Bank of America, made me feel guilty and told me that I should've checked online even if there were no paper statements rather than admit fault on her part. I had told her that I never used online services and have never needed to up until this point, but she pointed the fault at me. If the paper statements had come properly as it should have, I would never have missed the payments. As soon as we received the letter regarding the {$19.00}, we payed it off immediately. 

XXXX. I never received any warning letters, notices, or mailed statements informing me that my account was past due or that it was going to be closed for delinquency. Not even a single letter was sent to me before the account was closed. The remaining balance on my account was {$19.00} and because of this remaining fee ( I had thought I paid everything in full from my last paper statement sent to me which was {$2500.00} ) my account was shut down without my notice. I also had a cash back reward balance of {$97.00} on that account which was also not properly given to me or we never had a chance to redeem that reward. 

XXXX. I called Bank of America XXXX different times to explain all of this, and I told them this situation was extremely unfair. I was transferred to different departments many times that night and each time I had asked for assistance, they refused to get any supervisor on the phone to answer any questions that I had. I requested assistance in disputing the XXXX delinquency that was reported on my credit. However, they ignored my concerns, did not help me, and simply told me to dispute it myself. 

Because of these issues, I am suffering damage to my credit for something I did not cause. I am requesting CFPB assistance in investigating this matter and helping correct the unfair derogatory mark reported on my credit. This entire situation has been unfair to me and my family and we have never missed a payment from Bank of America in the past XXXX  years and we have lived with integrity and a good credit score. All we want is to dispute this claim and rightfully restore his credit score back to the way it was.

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