Consumer complaint received 2023-03-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Dear CFPB I am writing to file a complaint against Bank of America for their inaction in resolving my credit card dispute. I have contacted them numerous times and provided supporting evidence as requested, but after a month, they still have not reopened my case. I am writing to express my dissatisfaction with Bank of America 's negligent behavior and urge your department to supervise and improve their service quality. 

Last year, I requested Bank of America to investigate the following issues with my XXXX pharmacy transactions : 1 ) failure to provide medication as prescribed, and 2 ) charging me more for medications purchased through insurance than for those purchased directly with cash. 

The case has been opened and closed several times, and despite my evidence, Bank of America has not refunded the {$56.00} owed to me. This could be due to mismanagement or even embezzlement if the payment was not made to the pharmacy. 

What is unacceptable to me is that I have reached out to Bank of America by phone, fax, and mail in the last month to reopen my case, but they have not responded. Based on my previous experience with Bank of America, they have ignored my requests until CFPB intervened. This is in stark contrast to my experience with XXXX, where I currently use their checking account and credit card services. 

I am now requesting that CFPB intervenes and requires Bank of America to reopen my credit dispute with XXXX XXXX and investigate the {$56.00} payment to ensure it was made to the correct party. I have not received the payment and need to know why. 

Please find attached my evidence and previous communications with Bank of America regarding my credit dispute complaint. I urge CFPB to forward this complaint and require Bank of America to handle this matter fairly. 

Dear XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX Current status : Resolved - claim paid Help for Resolved - claim paid layer Claim ID : XXXX Claim amount : {$230.00} Initiation date : XX/XX/2022 Merchant name : XXXX  # XXXX Transaction Date : XX/XX/2022 Transaction Ref. # : XXXX I am writing to express my disappointment with the XXXX pharmacy 's handling of my medication and to request compensation for the harm caused as a result. 
On XX/XX/2022, I visited XXXX pharmacy to collect my XXXX prescription, as per my doctor 's instructions. The prescription specified the use of short-acting XXXX, XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX ), which was to be administered in different doses, depending on my blood sugar levels. However, I was provided with a long-acting XXXX, without any notification or explanation. 
This error caused me to mistakenly inject the wrong type of XXXX for two weeks, resulting in serious health problems such as blood spots on my skin, dizziness, and low blood sugar. When I consulted my personal doctor, I was informed that the medication provided by XXXX pharmacy was outdated and not suitable for my needs. My doctor subsequently prescribed a new drug from XXXX wholesale. 
In addition to the incorrect medication, I also discovered that the cost of the medication device, which I picked up through my insurance, was {$16.00} more expensive than buying it directly in the store. This is not acceptable, as the medication should have been cheaper when purchased through medical insurance. 
I made several attempts to contact the pharmacy to request a return, but my requests were denied. I then applied for a credit card dispute, which resulted in XXXX pharmacy providing me with a {$50.00} shopping card as compensation. However, my total expenditure was {$230.00}, and I believe that a {$50.00} shopping card is an insufficient remedy for the harm caused. 
Therefore, I am writing to request a full refund for the medication and the device, as well as compensation for the harm caused. I hope that XXXX pharmacy will take full responsibility for their mistake and provide a fair solution to this matter. 
Thank you for your attention to this matter. 
Sincerely XXXX XXXX Thank you for your time and attention. 

XXXX 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 monetary relief