Consumer complaint received 2022-01-02
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:
RE : Purchase of Goods on XXXX ( from XXXX ) using Bank of America XXXX Card, and Non-Receipt of Goods-BOA wont file Dispute and Give me Credit This complaint is against Bank of America XXXX XXXX Card, for refusing to file a Dispute, on my behalf, for merchandise not delivered by a company called XXXX. 
Screen prints from my BOA account are attached, showing the charge of XX/XX/XXXX. 
Screen prints show there is no record in my Messages tab, that a Dispute had been filed. I called at least twice, and spoke to BOA agents, asking that a Dispute be filed. Yet when I try and click on the transaction myself, to file a Dispute, online to correct the problem, I am prevented from filing the Dispute, as I am told I would be filing a Duplicate Dispute. 

BACKGROUND TO COMPLAINT XXXX XXXX, I purchased 2 belts from a Pinterest Ad that popped up, and I used my master card to pay for them. Nothing was mentioned on the order blank, that these items came from XXXX ( which would cause a delay in delivery ), nor was there any mention of the items not being in stock. 
When I received confirmation of the order, it was noted that there would be a delay in delivery, from XXXX XXXX business days ). The confirmation email also had a tracking number. The tracking number was for some group apparently out of XXXX, and when I clicked on the tracking number, it did not give specifics, but appeared to be tracking something coming from some where.. 

I Contacted Seller by email XX/XX/XXXX, XXXX pm, received email from XXXX, for XXXX # XXXX, confirming order. Ant chged to my XXXX was {$32.00} USD I clicked on View your Order and was given the Shipper and Tracking number : Shipper : XXXX ; Tracking number : XXXX. When I clicked on the tracking number, it had not been sent yet. I looked up this XXXX  through XXXX, and found XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. ( This address, according to USPS records and XXXX, is just a house/residence, in XXXX XXXX XXXX California ) ). 
This address is a rental propertyin XXXX XXXX??? 

It is interesting that on the confirmed order page sent me, it specifies the amount I paid, followed by USD when in fact the company has an office stateside in the United States. If they are a US firm, they shouldnt need to specdify the amount I paid was in US dollars, rtight? 

XX/XX/XXXX, XXXX XXXX, I received an email from XXXX, indicating my order is on the way. The first link is Track order with XXXX which is useless as it takes you to an APP page where yyou can get the XXXX  app downloaded. Since I did not want a XXXX app on my XXXX I did not dowm load that app. 

When I clicked the tracking link, It has the same company and tracking number. It also stated : You will get shipping and delivery updates by email and text. I have not received ANY emails or texts with order updates. Ihave had to go to past emails from XXXX, and click on the tracking number, to find out status. 
XXXX XXXX XXXX  I emailed the seller through their website, asking when it would arrive. 
XX/XX/XXXX at XXXX XXXX. Seller responded, to my email address, and I WAS THEN told, all orders take from XXXX to XXXX business days to arrive at destination. I was also given a link to the tracking number again. 
By the way, that is a way to escalate your stock sales, on the stock exchanges, at year end, by claiming sales are through the roof, when in fact you have no product to sell or ship, right????? 
XX/XX/XXXX, XXXX XXXX, I contacted seller again, complaining that the item now does not even show as TRACKABLE. I wanted to reverse my credit card charges. 

XX/XX/XXXX, XXXXXXXX XXXX, I get a return email, Telling me again, all orders take from XXXX XXXX business deays to arrive. Seller did not address my concerns that now, the link does not show the item going anywhere, link does not indicate city it is in, city it is going to, or when it is expected arrival date is. Iwas told it was already in transit, and should be arriving in that time frame. 
XXXX XXXX XXXX if the item exists, and has been sent, the item apparently is stuck somewhere, or perhaps not even sent. I have not received the item. Bank of America has NOT filed a Dispute for me, as I asked, AND I am prevented from filing a dispute myself online, because it tells me it is a Duplicate Dispute. 
When contacted by email, the seller will not answer any direct questions, like, in what city is it now, what date should I be expecting it. 
On XX/XX/XXXX, on finding out delivery date was so far out. I asked to cancel the item by email. My request to cancel the order was ignored, and instead I was sent another email, and told I could track it by clicking on the link in the email. 

When I realized the seller had no intention of cancelling the order as I had requested, in my email, I contacted Bank of America XXXX XXXX, art their XXXX number. I explained the above, and asked that they file a dispute for the item, which was now on my credit card statement online. 
The fellow at the BOA XXXX XXXX number sounded like he was taking down all the relevant information I gave him. And said he filed a Dispute for me. 

Shortly thereafter, I received an email. I went online in my BOA XXXX account, to see the messages center referred to, in the email. By the sounds of the email, it sounded like the BOA agent HAD NOT filed the Dispute against XXXX but expected me to do that, by going into my account. In my messages account online there was NO email or communication whatsoever, on the Dispute I thought he had filed forme, Against the XXXX charge. 
On DATE, I called BOA, spoke to, and asked the status of the Dispute. I was told it could take XXXX to XXXX hours fore that to show up. And that I would receive notification BOTH in writing, by USPS XXXX, and by a Message in my account. 
On XX/XX/XXXX,, I contacted Bank of America again, and gave all details regarding this transaction to file a dispute : The tracking number XXXX, transaction date XX/XX/XXXX, Reference Number XXXX, told them it had been ordered 17 days ago ( {$32.00} ) and the item was charged to my account on that date yet I had not received any merchandise, and little satisfaction emailing them. I was told that they put the Dispute in then. 

XX/XX/XXXX, at XXXX am, I called BOA again, and spoke to a person who called herself XXXX and explained that I had on the phone filed a Dispute, XX/XX/XXXX, yet had received no confirmation, etc that it was filed. XXXX said it was XXXX # XXXX XXXX XXXX. That is great -- - but that CHARGE is still on my BOA statement, and it appears I will have to pay for it in XXXX, unless BOA puts it in pending status. Further, I STILL have nothing in writing about the Dispute being officially filed, the case, or a credit, or anything. This speaks to poor procedure following on Bank of Americas part. When people call in to file the Dispute, it should be recorded in their account, visibly, so the card holder can see what is going on. 
At this point, Sunday, XX/XX/XXXX, there is STILL NO notification of a Dipute filed against this Crovable who sold me the belts, immediately charged it to my credit card, yet has not yet delivered, Furthermore, there is no USPS letter, from BOA XXXXXXXX XXXX that I have received, stating the XXXX  issue is even in process. Nor is there any message on a XXXX Dispute in my Bank of America Online Message Center. 
Thus, since I have noo proof in writing that a Dispute has been filed against XXXX, as far as I am concerned, BOA never filed the Dispute.

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