Consumer complaint received 2024-09-26 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
XX/XX/XXXX XXXX I called Called customer service to request documentation of a charged off account from XXXX which had been settled. I specifically asked for documents that showed the dates and amount. I was transferred to recovery services and spoke with a representative that stated that the document would be sent out via postal mail within 5-7 days. XX/XX/XXXX XXXX No documents received- I called recovery services again to request the same documents and spoke with XXXX XXXX and was told I would receive the documents via fax as well as postal mail. I should receive both -Fax within 2 days, postal mail within 5-7 days. XX/XX/XXXX I called recovery services and spoke with a Supervisor. Last name XXXX, and requested the documents again via fax as well as postal mail. XX/XX/XXXX received a letter stated that I completed a settle with no dates no amounts. XX/XX/XXXX Called customer service - Spoke with XXXX to ask who could provide the documents with the details requested, and was told to contact recovery services and given a number which led me back to customer service again. I then spoke with XXXX and repeated the same story and requested information, but not able to be put in contact with anyone who actually has the requested documents. 

XX/XX/XXXX I received an email from XXXX XXXX stating should would be the person handle my complaint. However, I was not given an email address in the provided contact information which resulting in me calling and leaving many voicemails over the course of this issue everyday without response until Friday XX/XX/XXXX. During the call I expressed exactly what I needed as I have done with various reps on behalf of Bank of America. I also expressed that this has put me at risk of losing my employment and has prevented from working, putting my employment at risk as the Documents are required by XXXX for documentation on a XXXX for form. 

I was under assumption was that I would receive some type of documentation or communication as what I have been asking for is not very complicated and is listed below -the total amount owed -what was the amount agreed to be paid in the settlement? ( how much and when? ) -was it paid? how much and when? 
- is the debt resolved? 

I called again on Wednesday XX/XX/XXXX, and again on XX/XX/XXXX without response only a number that goes straight to a voicemail as it done over the course of this issue. I would also like to add that the lack of communication and a system that is set up to keep it this way is incredibly frustrating. Their automated phone system does not allow you to talk to anyone unless you have their exact extension, and the only one that I have been provided has yielded no results, just straight to a phone that goes directly to voicemail no matter what time of the day that I call, leaving me to file another complaint. This is the same for the email system as well which does not go directly any individual, but just a department email address.

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