Consumer complaint received 2022-05-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
On XX/XX/XXXX, I purchased an item ( {$1100.00} ) at XXXX XXXX located inside department store XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX NV XXXX using one of my Bank Of America credit card. On XX/XX/XXXX, I returned the item and XXXX XXXX provided me 2 receipts ( 1 printed copy and 1 email copy ), showing this refund. However, I never received the refund on my Bank Of America credit card account. On XX/XX/XXXX, I contacted supervisor of XXXX XXXX inside XXXX XXXX, XXXX XXXX, to ask for help looking into my case. ( I have text messages proof of this conversation. ) On XX/XX/XXXX, I contacted XXXX again and was informed that her manager confirmed that the funds went back to my credit card. ( I have text messages proof of this conversation. ) During the years of XXXX, XXXX, and XXXX, I made numerous attempt to contact Bank of America for help to resolve this case. XXXX XXXX, XXXX, I called Bank of America to start a dispute for this charge of {$1100.00}. On XX/XX/XXXX, I received a letter from Bank Of America stating " we are unable to locate the charges from XXXX XXXX, at this time, we consider your inquiry resolved. '' On XX/XX/XXXX, I went to a Bank Of America branch located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, to ask for help. Branch associate name XXXX XXXX helped me call Bank of America Credit Card line. On that same day, XXXX XXXX helped me fax 5 pages of receipts and supportive documents to Bank of America Credit Card department as requested. I did not hear back from Bank Of America. The COVID-19 Pandemic started, I am a healthcare provider and I was at the frontline helping patients in this pandemic. I did not resume my attempt call Bank Of America again until XX/XX/XXXX at approximately XXXX. On XX/XX/XXXX, Bank of America mailed me a letter stating " We've received your recent inquiry regarding the account listed above. We are researching your dispute and will respond to you within XXXX calendar days. '' On XX/XX/XXXX, Bank of America mailed me another letter stating " We need additional information to continue our investigation of the {$1100.00} charge you are disputing from XXXX XXXX. Please return this completed notice by the time frame specified. Please respond by XX/XX/XXXX. '' On XX/XX/XXXX, I followed the instructions listed on this letter and faxed a total of 13 pages of answered questions, receipts, and text-messages proofs to XXXX On XX/XX/XXXX, I received a letter from Bank of America stating `` We've completed our investigation of the {$1100.00} charge you're disputing from XXXX XXXX XXXX We're unable to determine that a billing error occurred based on the information or documentation available to us. '' On XX/XX/XXXX at approximately XXXX PST, I made another call to Bank of America XXXX I was helped by associate XXXX ( from XXXX, NY ), and associate XXXX ( from Tennessee ). XXXX reactivated this dispute case and informed me that a new case number will be sent via mail. On XX/XX/XXXX, I received a letter from Bank of America stating " We want you to know we're working on your claim. There's nothing you need to do right now- we'll give you an update as soon as we complete the claim process. '' On the same date XX/XX/XXXX, I received another letter from Bank of America stating " We've completed our investigation of the {$1100.00} charge you are disputing from XXXX XXXX. We're unable to determine that a billing error occurred based on the information or documentation available to us. '' Bank of America closed my previous complaint with CFPB and included a statement stating " The information we received from you on XX/XX/XXXX, included a one-page sales receipt, which did not address all the information requested '' is completely false. On XX/XX/XXXX, I faxed a total of 13 pages of answered questions, receipts, and text-messages proofs to XXXX. I have been a long time customer of Bank of America for over 10 years. This is not how my bank should be treating a Platinum Rewards client.

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