Consumer complaint received 2021-12-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
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:
XXXX XXXX Date : XX/XX/XXXX To Whom It May Concern : XXXX XXXX This is my XXXX time reaching out to Bank of America regarding the dispute related to the charges from XXXX and XXXX XXXX That is not counting the times I have reached out over chat and secure messages. This week will be 90 days since I filed this dispute. The law says : The bank or credit union must then resolve the issue in 45 days, unless the disputed transactions were conducted in a foreign country, were conducted within 30 days of account opening, or were debit card point-of-sale purchases. In those cases, you may have to wait as long as 90 days for the issue to be fully resolved. 
If the bank or XXXX XXXX determines that the transactions were in fact authorized, it must provide you with written notice before taking the money that was credited to you during the investigation out of your account. 
I have never gotten any communication except told to call Bank of America. I have been charged late fees and interest in both the months of XXXX and XXXX. This totals hundreds of dollars in fees. I also have been harassed by Bank of America with emails and phone calls about my payment being late. I get an email every few days saying that my bill is late. Its literal harassment and Ive asked this to stop. How can you do that when I have filed a dispute and you say you're investigating? This is not okay. I have continued concerns on receiving a letter related to XXXX of the charges that has been resolved but none of the others that I reported were resolved ( please see below for more detail regarding the letter I received on XX/XX/XXXX. ) Other than this letter I have received XXXX updates. Why aren't all the charges refunded from these XXXX companies? My card was stolen. Why XXXX charge and not the others? Ihavent received anything that Bank of America is even researching the XXXX charges. Bank of America is not following the Fair Credit Billing Act and is acting very unprofessional and unlawful. I want to know if Bank of America is following the law : Please read the following from the Consumer Financial Protection Bureau. 

What does the bank have to do once I report it? Can I get my money back? 
Once you notify your bank or XXXX XXXX, it generally has XXXX business days to investigate the issue ( XXXX business days if the account has been open less than 30 days ). The bank or XXXX XXXX must correct an error within XXXX business day after determining that an error has occurred. Your bank or XXXX XXXX then has XXXX business days to report its findings to you.Tip- Report your lost or stolen card or PIN within XXXX business days of when you discover it is missing so you limit your losses to {$50.00} or less, no matter how much is charged to your card. 
If the bank or XXXX XXXX cant complete its investigation within XXXX XXXX or XXXX ) business days as applicable, it must generally issue a temporary credit to your account for the amount of the disputed transaction, minus a maximum of {$50.00}, while it continues to investigate. 
In certain circumstances, however, it does not have to issue a temporary credit. For example, the bank or credit union may require you to provide written confirmation of the error if you initially provided the information by telephone. If you are asked to follow up in writing and you do not do so within XXXX business days, the bank or XXXX XXXX is not required to temporarily credit your account during the course of its investigation. 
XX/XX/XXXX I will ask the following questions until I get answers in writing from Bank of America. This is regarding all charges from XXXX and XXXX XXXX. I am having a hard time understanding how you can credit XXXX charge made by these companies and not all the others. I've never ever received anything that you're investigating the XXXX charges. Doesn't your company only have 30 days to let me know you're investigating those charges? How has this been resolved when all the charges are still there except for XXXX? I reported this in XXXX and were getting very close to the 90 days your company has to investigate these charges. Since there has been no answers provided to me in writing I will be contacting the XXXX XXXX XXXX XXXX and filing a complaint. I would like to quote you in the letter sent to me on XX/XX/XXXX Account number ending in : XXXX XXXX XXXX XXXX : Good news- your claim has been resolved. We're happy to let you know a credit ( s ) has been placed on your account that includes any interest charges and fees that you were charged. You don't have to do anything on your end- you'll see the credit ( s ) on your monthly statement. We appreciate your patience and are happy we could resolve this for you. It's important you know that sometimes we receive new information from the merchant that can cause your claim to be reopened. Don't worry, if this happens, we'll let you know and if we need anything additional from you. Other than this letter I have received XXXX updates. Why aren't all the charges refunded from these XXXX companies? My card was stolen. Why XXXX charge and not the others? I havent received anything that Bank of America is even researching the XXXX charges. Bank of America is not following the Fair Credit Billing Act and is acting very unprofessional and unlawful. 


XX/XX/XXXX This is regarding the message that was sent about asking me to call BofA. Please do not contact me via telephone. I prefer to be contacted through email or secure messages through online banking. I would like all contact to be documented in writing. In messages BofA has said they would like me to call and discuss this matter. I have nothing else to say. Ive given you all the information I have at this point. This is regarding all charges from XXXX and XXXX XXXX. I am having a hard time understanding how you can credit XXXX charge made by this company and not all the others. I've never ever received anything that you're investigating the XXXX charges. Doesn't your company only have 30 days to let me know you're investigating those charges? This is the letter that I received from Bank of America. How has this been resolved when all the charges are still there except for XXXX? I reported this in XXXX and were getting very close to XXXX. 


XX/XX/XXXX Account number ending in : XXXX XXXX XXXX XXXX : Good news- your claim has been resolved. We're happy to let you know a credit ( s ) has been placed on your account that includes any interest charges and fees that you were charged. You don't have to do anything on your end- you'll see the credit ( s ) on your monthly statement. We appreciate your patience and are happy we could resolve this for you. It's important you know that sometimes we receive new information from the merchant that can cause your claim to be reopened. Don't worry, if this happens, we'll let you know and if we need anything additional from you. 

XX/XX/XXXX I replied to Bank of Americas request for more information. 

XX/XX/XXXX Reported the fraudulent charges.

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