Consumer complaint received 2018-08-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ID
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:
The Bank of America ( BofA ) in their letter of XX/XX/2018 said they were unable to obtain credit for a service that's scheduled to occur at a future date. Furthermore, in the same letter ( attached ) it states that I should " contact BofA if the merchant fails to perform the services after the scheduled time-frame has elapsed ''. The letter further states to provide documentation from the merchant to support that they have no intention of rendering the service in the future. We done this several times with BofA. 
Today, I called the BofA to inform that the merchant has no intention to deliver the service and to inform BofA once again that they have this information. I have attached what the merchant sent the bank to dispute the BofA case ( XXXX ). Per the five items listed in " ADDENDUM '', item 3, 4, and 5 were in noncompliance in XXXX, 2018 when we did not received either a password or a website to received said service. The BofA had all documentation pertinent to service not received, since XX/XX/2018 when we filed the dispute. We again in XXXX, 2018 reach out for service and cancelled when no response was coming from the merchant. We gave BofA all the information showing the merchant at this point had shown no intent to deliver the service. 
BofA shows again in its XX/XX/XXXX that it has made no effort to dispute the merchant in my interest despite having the requested infirmation. We cancelled the service with the merchant on XX/XX/2018 after trying in good faith to get the service, and we told BofA and gave them the documentation. I attach relevant documentation showing how we tried to get what was promised in the merchant itemized ADDENDUM. The documentation we provide show that the merchant has no intention to provide the service and the bank has failed in its analysis of the case. Why then write me a letter saying to " contact '' BofA if we did not receive the service. Again it shows that the BofA is inconsistent and is NOT TRANSPARENT in its communication. I spoke with XXXX XXXX XXXX in claims on XX/XX/2018 @ XXXX XXXX about the matter. She hesitated then went to consult ( I was on hold twice ) what they should do despite the evidence that we are now in the future ( several months ) and i have not received said services from the merchant. It is clear the merchant has no intention to deliver the service and BofA has failed to recognize this or has some relationship with the XXXX XXXX XXXX  and rather not deal with the situation. XXXX XXXX then said that BofA did not receive in specific information to cancel the service. My final comment is that we have followed the rules and in good faith have tried to resolved this with the merchant. It is clear that BofA has not gone to show this with the merchant. It seems, because the merchant bank is in XXXX, BofA has become timid to do the charge back as the XXXX rules requires ( no service provided ). Please see attachments for this complaint.

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