Consumer complaint received 2023-06-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XX/XX/XXXX I became XXXX through no fault of my own. After a long struggle, I got back home and started XXXX during covid. 

I was worried about home repairs, and was contacted several times. I purchased what I thought was a 5 year home warranty from XXXX XXXX XXXX XXXX last year for {$1100.00}. XXXX told me many things ... that he added notes to the file and red them back to me, and I asked him specifically given I've lived in the house for 10 years with no problems and it was built in the XXXX it is probably time to start. I red a policy terms that are different now than on the site. 

He latched on to my newly XXXX status and upsold me ( which is why there are XXXX charges ). 

Except last month, when I go to use them, the terms are different. It isn't 5 years, it's 3. It isn't a 1 day turn around ; they assigned someone to fix my water heater and 6 weeks later I heard that he wouldn't do it unless I paid him ( they don't pay him well ). 

My bank asked me to mediate with them ; my argument is that there was never a contract as there was never quid pro quo or real consideration they intended to provide. To this day, they have never provided any consideration, so I'm not sure what grounds they believe the contract was consummated. 

In any case, I tried a few routes : 1 ) my bank is hesitant to get into this because it is over a year since I made the purchase. I'm not sure what that matters ; for long term scams, I would never know. Something might happen in the first 30 days which they won't cover, the 200th day, or even longer. They sell long term 'promises ' but never deliver. 
XXXX ) I met with XXXX XXXX several times and they said the most they could refund was {$250.00} ( a prorated amount of what I used ). Again, I never used anything from them, and when I read the contract online, it was different than what I had read when XXXX put it in. All the emails are internal to them... nothing is shared. 

XXXX is no longer at the company, but he got his commission. They flat out lied. 

3 ) I'm contacting you. I became XXXX in XXXX and that is why I signed up for this protection. My water heater is failing ; the worker won't come. My toilet is leaking ; they closed the ticket immediately. My bathroom sink is leaking ; they closed the ticket immediately. My kitchen sink faucet is leaking ; they closed the ticket immediately. 

Apparently, they don't cover anything ... as inside the walls is covered by my XXXX 

From their perspective, they don't cover anything. My XXXX or homeowners insurance would cover, but I purchased them as I had been in a fire in XXXX ( not on our floor ) and the homeowners insurance was 4x for 7 years. They were supposed to protect me ; instead the lied. 

I flied a report with the FTC XXXX ; my bank should be standing in and protecting me. 

I never got what I was promised ; I never used them. There was no consideration ... no contract, and the terms should be dissolved and my {$1100.00} refunded. 

Please help! I need that $ to make actual repairs on the items they won't cover, and I am now unemployed and trying to navigate that system as I recently got hurt again and can no longer walk.

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