Consumer complaint received 2017-05-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 used my Bank of America Visa credit card in this transaction for which I disputed the charge. I pre-ordered an aquarium from the online retailer  XXXX  in   XX/XX/XXXX  wit h an expected ship date of    XX/XX/XXXX .  M ultiple delays led to an estimated ship date of   XX/XX/XXXX , an d then finally   XX/XX/XXXX . Howe ver, the seller stopped communicating earlier in the year and I have tried multiple times to contact them through various methods such as email, online form, and chat. In addition, I moved in  XXXX  and have been unable to successfully update my shipping address. I called Bank of America initially to start a dispute and the person I spoke to on the phone said that even though this was charged in   XX/XX/XXXX  , that because the latest updated shipping wa s  XX/XX/XXXX , t hat it would be no problem and still within timeframe and she was able to initiate a dispute. I received a fax number which to fax in my request and all supporting documents. After doing so, I received a letter saying the dispute fell outside the timeframe and they can not do anything. I called in again and this time a different representative said there is nothing they can do, contrary to what I was told the first time I called . Below is  my response from a prior complaint that went unanswered : " This requirement was not met because the transaction posting date was more than 540 days. The last date we could have entered this claim would have been   XX/XX/XXXX .  '' I called the week of   XX/XX/XXXX   and the representative on the phone said it would not be a problem initiating the dispute. This is due to the fact that the PROMISED delivery date of the purchased product was   XX/XX/XXXX . " Therefore, we can only suggest you continue to pursue this matter directly   with the merchant to come to a satisfactory resolution. '' I obviously had tried disputing with the merchan t (  both  XXXX  the company and  XXXX  the intermediary ) and it did not work nor did they respond to me. Thus, I came to the bank for help. This has been stated in all my evidence and it is offensive Bank of America suggests this solution. It seems they either have not read/comprehended my statements or does not care. " Bank of America respectfully denies your request for compensation, as there has been no error in the handling of your account. '' I never said there was an error in the handling of my account. This really is a purchase protection issue. I initiated the dispute because the company failed to deliver the product I bought and refuses to refund me. By denying compensation, Bank of America is saying they do not care and that I should never pre-order a product using their credit cards because if something goes wrong down  the road,  they will refuse to help. I believe Bank of America has more power to deal with the merchant  XXXX  and the intermediary   XXXX   than I. My hope was that they would recoup the loss from those companies as they probably have the resources to do so. Bank of America is the credit card I used to make the purchase and at this point the only way I can recover my money. Even under the circumstances in timing, I request to be reimbursed for my losses.     I appreciate Bank of America for refunding me the foreign transaction fee associated with this purchase, however the amount of loss to myself is still a much greater amount that I can not afford to lose. In the last response, they said " Bank of America has followed its established credit standards, and is fully committed to adhering to all fair lending laws, and regulations. '' It 's not about just being legal, it 's about making it right for the customers who use their credit cards thinking they have the protection in case the merchant is engaging in fraud. Note that it 's bee n 2 1/2 years a nd I still have not received the product I purchased.

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