Consumer complaint received 2021-05-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
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:
This is a complaint about Bank of America credit card service. 

On XXXX. XXXX, XXXX, we purchased an auto insurance from XXXX, and our Bank of America ( BOA ) credit card was charged {$130.00} accordingly. On XXXX. XXXX, XXXX, XXXX XXXX Department sent us a letter stating they would not giving us the policy. After we received the letter, we contacted local XXXX office asking for a full refund since they didn't give us the policy that we paid for. However, the XXXX local office people mistook our request of refund as policy cancellation and only refunded us partially. After several times of communication, XXXX still wouldn't give us the full refund, we finally filed a dispute with BOA. The dispute number was XXXX. 
On XXXX XXXX, according to the BOA dispute rule, we submitted a fax to XXXX and provided a copy of the letter from XXXX XXXX Department that declined the policy. ( See attached file ) Based on this fact, BOA understood that a full refund should have been given back to our account. However, over the past 8 months, BOA did a series of charge and credit on our account, but still haven't fix the problem. The following is a list of charge and credit history with this transaction/dispute, in which the negative number means credit to our account and positive number means a charge toward our account. ( If the total is a positive number, it means an overcharge from BOA. On the other hand, if it is a negative number, it means BOA over credited our account. ) XXXX. XXXX, XXXX XXXX {$130.00} XXXX. XXXX, XXXX XXXX XXXX $ XXXX XXXX XXXX, XXXX BOA ADJ $ XXXX XXXX XXXX, XXXX BOA ADJ {$130.00} XXXX XXXX, XXXX BOA ADJ - {$90.00} XXXX XXXX, XXXX BOA XXXX - {$130.00} XXXX XXXX, XXXX BOA ADJ {$40.00} XXXX XXXX, XXXX BOA ADJ {$90.00} Let 's do the math : $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX {$75.00} The conclusion is : BOA still owe us {$75.00}. BOA kept harassing us with letters informing us that our account had been either charged or credited from time to time. It became a big hassle to us. Each time we received their letter and tried to call them, we were on hold for at least half an hour. Since XXXX, XXXX we have made over 10 phone calls asking them to fix this issue. It boils down to a simple a matter of math, since they understood that a full refund should be credited to my account and therefore the net should be XXXX. Each time a customer service representative answered our call, he/she would find excuse for us to wait longer. However, after more than 8 month, they are still sending us statement with the wrong calculation. 

My last contact with Bank of America was on XX/XX/XXXX. During the phone conversation with BOA customer service associate named XXXX and XXXX, which lasted 95 minutes, I went through the calculation of the credit and charge BOA had done to my account and pointed out their mistake. XXXX seemed to understand the problem and promised that BOA would fix the problem within the current statement period. At the end of the phone conversation, I asked her to close my account. Meanwhile, I paid off every bill in the account except for the {$75.00} credit that they owed us. 
However, 3 weeks later, I got another Bank f America statement again, still saying I owe them {$75.00}. Apparently, they still didn't correct their mistake. They didn't close my account either.

This problem has been ongoing for almost a year. Please help us with this issue.

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