Consumer complaint received 2024-04-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I lodged a complaint via CFPB regarding an unresolved issue with Bank of America. Despite numerous attempts to dispute the matter directly with the bank, they have failed to remove a missed payment from my credit card account. Over the past year, I've made multiple efforts with XXXX and engaged with their representatives, all confirming the validity of my dispute, yet the missed payment persists. I've provided my credit card statements as evidence, detailing how a missed payment occurred in XX/XX/XXXX. 

In XX/XX/XXXX, I intentionally overpaid my credit card account by {$190.00}, aiming to alleviate financial strain amid the XXXX pandemic. Subsequently, in XX/XX/XXXX, I received a check from BOA, resulting in a new balance of {$7.00} four months later. However, I was unaware of this check until XX/XX/XXXX, which led to the missed payment exceeding 30 days. Promptly upon realization, I settled the outstanding amount and contacted BOA, only to learn that negative balances are not permitted on credit card accounts, hence the issuance of the check. I explained my circumstances to a representative, who initiated a dispute in hopes of rectifying the missed payment. 

Since then, I've pursued various avenues for resolution. I've sent a goodwill forgiveness request letter to BOA 's credit card department, directly contacted BOA multiple times, and reached out to the three credit bureaus to request forgiveness for the missed payment, all to no avail. This single oversight, stemming from a lack of awareness regarding BOA 's policy on negative account balances compounded by the challenges of the pandemic, has significantly impacted my credit score.

Efforts to rectify the missed payment issue on my credit history have been unduly challenging and prolonged, despite initiating the dispute promptly after its occurrence. This process, spanning an extended duration, has proven to be excessively cumbersome and frustrating. 

Since discovering the missed payment just a month after its inadvertent occurrence, I have diligently engaged with representatives from both Bank of America and XXXX in attempts to resolve the matter. Throughout these interactions, each representative has displayed empathy and understanding towards my predicament, acknowledging the evident innocence of the oversight. 

It is abundantly clear that the missed payment stemmed from an innocent mistake, compounded by unforeseen circumstances surrounding the XXXX pandemic. Despite the clear and compelling rationale for forgiveness, Bank of America 's handling of this matter has been disappointing. Their failure to promptly address and rectify the situation underscores a lack of efficiency and accountability in resolving customer grievances. 

In a professional capacity, I implore Bank of America to recognize the undue burden this prolonged dispute has placed upon me and to expedite the process of removing the erroneous missed payment from my credit history. Doing so would not only align with principles of fairness and justice but also uphold the standards of customer service and accountability expected of a reputable financial institution. 

I respectfully request the Consumer Financial Protection Bureau 's intervention in facilitating the forgiveness of this missed payment. Thank you for your attention to this matter.

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