Consumer complaint received 2021-03-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
I contacted XXXX XXXX XXXX to inspect and clean our chimney. The site seemed professional and had pictures of their service trucks and workers in uniforms. We were told cleaning would be {$150.00}, in line with what we have paid in the past. On XX/XX/XXXX a late model minivan pulls up to the house, a young man ( maybe XXXX yrs old ) in a disheveled hoodie and jeans comes to our house carrying an old vacuum cleaner and asked to borrow a broom and dustpan. I was very nervous and uncomfortable with him in my house. He didn't inspect the chimney, his vacuum blew dirt all over the family room and tried to upsell me to fix " cracks ''. I told him no, said I would pay for cleaning and wanted him to leave. 

He showed me the bill for {$150.00}, I gave him my credit card to pay and I asked for a copy of the invoice and receipt. He walked away got into his minivan and drove off. Then approximately 30 minutes later I received via email a receipt for {$750.00}! I felt like I was scammed/defrauded. I tried to call the company but nobody answered the phone. 

I then immediately called Bank of America, explained what happened and feared that I was just a victim of fraud and not to pay the fraudster the {$750.00}. Pay the {$150.00} as that is what I agreed to but in no event pay {$750.00}. I was told that Bank of America needed to let the charge go through and I could then dispute. I said that makes no sense, I agreed to pay {$150.00}, they may have committed fraud and Bank of America should not pay it. They said that is their process, they need to pay the full {$750.00} to the merchant. 

Bank of America let the charge go through, I sent them a letter as per their request putting the above in writing ... and on XX/XX/XXXX received a letter saying my claim for {$600.00} was declined BECAUSE I DID NOT PROVIDE BANK OF AMERICA WITH A COPY OF THE ORIGINAL SALES SLIP OR OTHER DOCUMENTATION INDICATING THE MERCHANT CHARGED THE INCORRECT AMOUNT!!! I told Bank of America right after this fraud happened that I was shown an invoice for {$150.00}, I gave my card to pay that, when I asked for my receipt the fraudster drove off and then sent me the fraudulent receipt for {$750.00}. 

My husband and I have been very loyal customers with Bank of America for the last 15+ years and to be treated this way ... after getting defrauded ... is despicable. Bank of America touts on their website that " [ y ] oure protected by Bank of Americas {$0.00} Liability Guarantee : Fraudulent transactions made using Bank of America credit and debit cards are covered by our {$0.00} Liability Guarantee as long as you report them promptly ''. I would really appreciate it if you would compel Bank of America to live up to their " {$0.00} Liability Guarantee '' for me and to ensure they don't treat any of their other customers going forward in this manner. 

Sincerely, XXXX XXXX XXXX XXXX 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