Consumer complaint received 2022-11-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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 made an XXXX order in XXXX and the items were listed in stock and shipping literally the next day, because they were in stock at the local ( XXXX XXXX ) distribution center. Didn't receive the item, gave it a couple extra days and the order showed no status, no shipping info or anything and normally you can cancel " easily '' since nothing shipped. Could not cancel online, could not call XXXX because the wait was very long and their system suggested to use chat. 
I used the chat, the person on the chat also had no info about my order but said they would cancel it. The person confirmed on the chat it was cancelled, I verified that evening the order showed cancelled, my card showed no transactions, and that was it, this was around XXXX XXXX. Order was cancelled, fact. XXXX didn't send me any confirmation because it wasn't done automated, and the support person was lazy but it showed cancelled. 

4 weeks later in XXXX they shipped the order and resurrected the original order somehow, no notification or anything. This was an unapproved transaction because it's a new order, 100 % and I already bought the stuff I need in those 4 weeks. 

I disputed the transaction, Bank of America credited me, and went through the process, here 's the problem only one time did Bank of America allow me to send documents than they closed the Reply function. Bank of America gave me one method of contact, a FAX number, I couldn't call, I could send secure message through portal, I only sent about 60 percent of what I had because that one time only submittal had a 4 or 5 document limit. But the response I understood was that when they get that and review it the initial uploaded docs, they write back, and I can then respond with what is left to attach the rest. 

That did not happen. 

I'm just waiting and contacted XXXX support secure messaging to ask if they want me to drop off the package with a driver, warehouse, or whatever, never heard back from them. Bank of America then charged me again, no notification, I didn't even know, and the documents they provide from XXXX even have the transaction date as XXXX which confirms my explanation, the original receipt has the XX/XX/XXXX or XXXX date and I have it. 
I can not reach this department at Bank of America, they have short business hours in the day for other departments, and it's never been this hard to get in touch with either XXXX or Bank of America. XXXX never had this weird thing happen, and Bank of America always had better service, at least it was just, this was stealing. 

This complaint is for Bank of America, not sure yet what I will do with XXXX, they provided incorrect information to BofA anyway, I want my money back, clearly XXXX doesn't care about the " merchandise '' that I don't need because I ordered a month before and it never came, cancelled it, and then they their whatever 4 weeks later, order gets refreshed?? I don't know but the package just showed up weeks after the order was cancelled. The one that was supposed to show up the next day in XXXX. 

Bank of America clearly ignored or missed clear details showing this entire order is illegitimate, a receipt from XXXX, but XXXX says transaction is a month later, and just provide them tracking info, that's ridiculous, Bank of America never contacted me to explain. It's not a short explanation it's meant for " interactive, listening '' ears, it's one of those things. Not for a letter, but to explain but I had a few documents including an explanation like this that I never got to send because they kept the reply option closed, unavailable. I don't have access to a fax nor should I need that in 2022. BofA has no more after hours support which is criminal IMO and I don't know what they expect. 
I have more info but this said to be brief, I have not been brief but again this is one of those things and there's plenty more little details that would be supporting factors. 

At the end of the day, Bank of America is who took the money out of my account when I had all the evidence needed they just didn't work with me so they could see it. The evidence is clear, it's halfway self explanatory as in you see an order is placed in XXXX and says next day delivery, but it shows up at the end of XXXX, if you knew nothing else, you know that's not correct, at all. 

I will file XXXX  unless Bank of America resolves asap in the morning, I don't know how to reach them for this problem other than go to a branch, the numbers I have do not give information on how to reach dispute department, and again, they literally only gave me a fax and an address, I'm not mailing anything. 

These kind of extremely poor service level situations that could be resolved numerous ways but just someone at either place spending like 2 minutes to look at but they don't do that, and the customer gets screwed with very few options and most likely as in my case, not an expert in law, or properly fighting the financial/tech monsters. 

Anyway I have receipts, documents, screen shots for what was available at the time, and more info can be provided.

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 monetary relief