Consumer complaint received 2025-08-13 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: MI

Complaint narrative:
I have submitted multiple disputes to Bank of America regarding a 30-day late mark on my credit report. Bank of Americas responses have failed to address key evidence, have not complied with their obligations under the Fair Credit Reporting Act ( FCRA ), and have ignored their own documented customer service policies.

Why This Is Not a Duplicate Complaint Bank of America previously labeled my second CFPB complaint as a duplicate, but it was not. That complaint contained new issues and new evidence, including proof that my monthly statements were being sent to an invalid internal email address : XXXX. This was caused by Bank of Americas internal system error, not any customer input.

Under Bank of Americas published Customer Information Policy : If we are unable to deliver required account information to you, we will attempt to contact you using the alternate methods you have provided, including phone, text, or mail. 
XXXX XXXX XXXX XXXX XXXX Despite having my valid phone number, mailing address, and other contact details on file, Bank of America never texted, called, or mailed me to alert me of this issue. No alternate contact attempts were made, in direct violation of their own stated policies.

Failure to Follow FCRA Requirements Under the FCRA, 15 U.S.C. 1681s-2 ( b ), furnishers must conduct a reasonable investigation when a consumer disputes information. Bank of Americas investigation was not reasonable because : They did not answer where my statements were being sent prior to XX/XX/XXXX a central question in my disputes. 

In my first internal dispute, they claimed statements were mailed, but in all three CFPB responses, they never referenced this or provided proof of mailing. 

Their responses only contained generic statements that they complied with the law without addressing the specific evidence I presented. 

Failure to Address Central Evidence Across multiple CFPB disputes, Bank of America failed to address the following : No explanation for XXXX and why no alternate contact attempts were made despite knowing the email was invalid. 

No proof of mailed statements, despite previously claiming in writing that statements were mailed. 

No answer to where my statements were sent prior to XX/XX/XXXX. 

Dropped their statements mailed claim without explanation. 

Pattern of Incomplete and Evasive Responses This is now my fourth CFPB complaint on this matter. In each case, Bank of America : Ignored direct evidence I submitted. 

Failed to address new evidence or new issues. 

Abandoned prior claims without providing any documentation or explanation. 

Labeled legitimate new complaints as duplicates to avoid investigation. 

Summary : Bank of America has failed to meet its obligations under the FCRA, violated its own customer service policies, and engaged in a pattern of incomplete, evasive, and non-responsive dispute handling. I request that the CFPB require Bank of America to : Fully investigate these disputes. 

Provide proof of where my statements were sent prior to XX/XX/XXXX. 

Provide proof of mailing for any statements they claim to have sent. 

Explain why no alternate contact methods were attempted despite an invalid email address. 

Correct the inaccurate 30-day late mark on my credit report.

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 non-monetary relief