Consumer complaint received 2019-03-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I initiated a dispute with a merchant through my account with the Bank of America on XX/XX/XXXX. They immediately issued me a credit for {$500.00} .They subsequently sent me a letter of acknowledgement and the letter said that the investigation would take 30 to 45 days. Not business days mind you but, 30 to 45 continuous days. Apparently, my dispute was served on the merchant on XX/XX/XXXX and the merchant responded to the Bank of America on XX/XX/XXXX, surpassing the time limit that they in fact told me it would take. They did not send me a letter containing the merchants rebuttal and as I write this I still have no idea what that merchant rebuttal says, nor send me a message through their own online website, nor did they send me an email to my personal email account, which they have, nor did they call me on the phone number I had provided them. On XX/XX/XXXX, they denied my dispute claim and debitted {$500.00} causing me to incur 3 overdraft fees totalling {$100.00}. XX/XX/XXXX to XX/XX/XXXX, is 86  days, so not only has Bank of America lied to me, they also gave me no chance to present a rebuttal. Please find my email to their Chairman, other executives at the company and to their customer care chief, that all of them are not responding to : Breach of   BOA policy From : XXXX XXXX XXXX To : XXXX, XXXX, XXXX, XXXX, XXXX Sent : Tue, XX/XX/XXXX XXXX XXXX Dear Bank of America , If you are receiving this email I urge you to take action or forward my email to the person that will take action. 

On XX/XX/XXXX I made a claim, with Bank of America, disputing a {$500.00} charge billed to my account. I was given a claim of # XXXX. Two days later I received a letter from BOA saying that your investigation would take 30 to 45 days. 
My complaint was forwarded to the merchant on XX/XX/XXXX, and I don't understand why it would take 38 days for you to serve my dispute on the merchant, it doesn't seem right. The merchant answered on XX/XX/XXXX, and supposedly you forwarded that to me on the same day. However, I am saying that not only did you not send me that merchant rebuttal, but Bank of America did not send me an email through your message center or even call me on the phone number you have on file for me. The merchant avoided my calls and emails, so I have no idea for their reasons I have no idea what their rebuttal is. 
I had XXXX from your small business bureau confirm that no email was sent, on your computer access screen, while we were on the phone, as she went into my account, and confirmed her records, our screen session was # XXXX. XXXX # XXXX told me today that a letter was sent to me on XXXX, in which I was to respond by yesterday XXXX. XXXX # XXXX from digital services told me that an email was sent to my personal email yesterday, XXXX, regarding the reversal. I can't find it and your organization cant find it because it doesn't exist, and I have been lied to at every level that I was switched to, on the phone, today. I also have the sense to realize that I didn't receive the merchants rebuttal because of this timeline breach by the Bank of America. 

At this point I have not only been wronged by the merchant but, the bank has reversed the {$500.00} charge on it's 88th day of investigation, so the letter you sent me saying the investigation could last as long as 45 days is deceptive and probably is contrary to the Consumer Financial Protection Laws and Regulations, let alone the Comptroller of the Currency, two agencies I am considering complaining to. 
Because you reversed that charge of {$500.00}, I also received 3 overdrafts totalling {$100.00}. 
I am demanding that Bank of America reimburse me {$600.00} today Thank You, XXXX XXXX XXXX XXXX XXXX Account # 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