Consumer complaint received 2022-12-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
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:
I paid {$200.00} for a vehicle rear window tint removal ( {$100.00} ) and replacement ( {$100.00} ) on XX/XX/2022 at XXXX XXXX. XXXX XXXX is located at XXXX XXXX XXXX, XXXX XXXX, XXXX MD XXXX and the contact number is ( XXXX ) - XXXX - XXXX. On XX/XX/2022, I discovered my rear window defroster was defective as a result of the tint removal service. The middle 4 grid lines on the defroster were not melting the frost. The defroster was fully functional prior to the tint service. I called XXXX XXXX on XX/XX/2022 to request a refund due to the property damage caused by a service. XXXX XXXX was argumentative and refused to provide a full or partial refund, advised me to dispute the transaction with my bank, and offered to refer me to a window replacement company. I was not advised of any risks verbally or in writing that XXXX occur with the service, and XXXX XXXX did not provide any waiver of liability form. 

I disputed the {$200.00} charge with Bank of America on XX/XX/2022. I provided pictures of the damages, my invoice, appointment confirmation, and screen shots of messages from XXXX XXXX advising me to dispute the transaction. Bank of America issued me a conditional {$200.00} credit pending the investigation. 

On XX/XX/2022, Bank of America requested additional information. Bank of America required me to an inspection from another merchant in the same profession to confirm the damage occurred from the tint removal service. The second merchant was required to document the damages, confirm the damage occurred as a result of the service, a repair quote, and provide certifications proving their expertise. I visited a second merchant and confirmed the damage was caused by the tint removal service. The merchant advised the only repaid is to completely replace the rear window, which could cost at least {$300.00}. Bank of America requested this documentation on official letterhead ; however, the merchant was unable to obtain the official letterhead document from corporate by the strict deadline of XX/XX/2022. 

On XX/XX/XXXX, I submitted a letter to Bank of America documenting the merchant 's confirmation, quote, and contact details. I provided additional pictures of the apparent damage to the window. I reiterated the original merchant advised me to dispute the transaction because I was refused a refund. 

On XX/XX/XXXX, Bank of America charged me the {$200.00} because I was unable to provide the official letterhead in time. I have never disputed a service in the past, and I have been an account holder with Bank of America for over a decade. My account has always been in good standing ; however, the burden of proof was my responsibility. Requiring me to obtain a second opinion with extensive provisions with a short deadline is unreasonable. Bank of America failed to provide consumer protection. I am now out of over {$500.00} because of the defective service and cost of repairs.

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