Consumer complaint received 2020-05-29
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:
Bad faith : I am calling Bank Of America into action. On XX/XX/2020, account supervisor named XXXX from XXXX Arizona call center misled me into paying for my current statement balance in order for me to receive the full amount of my charge back that was crediting back to my account for a total sum of {$10000.00}. 

Instead, by complying to XXXX XXXX instructions to pay off my statement balance over the phone, the exact opposite of what I wanted to happened occurred, the charge back was deducted off of my current balance as soon as it was posted on XX/XX/2020. 

On the basis that the supervisor was fully aware of their policies/terms and condition, it was in bad faith at the cardholders expense when XXXX the supervisor instructed me to pay for my current statement balance in order for me to maintain the full {$10000.00} to be transferred out of my credit cards account uninterrupted via check. 

One would expect that when dealing with a supervisor/manager and not through a typical account associate would be much more assuring that things will be handled more correctly. That couldn't be further from the truth. 

XXXX the account supervisor made sure I was aware that he is the supervisor, he knows how these credit card charge-backs work ( differently from a bank account ) and he specified there was absolutely no other choice but to pay my entire current statement balance if I want to not have the {$10000.00} deducted off of my current running balance. 

Not only that, I had to go through all the formality by disclosing my routing number and checking account number so the wiring of my charge back can be transferred to my bank account. 

We as cardholders, expect management to be more experienced than customer care associates and not to make colossal mistakes such as this. They should know what they are doing and what needs to be done during situations like these. 

When BOA is clearly in the wrong, they do not rectify or compensate their cardholders. Account managers should be held at a higher standard, can not be reckless, unreliable and there would be no blow back or consequences. Yet, there are plethora of fines and penalties when cardholders dont meet their guidelines. BOA can not possibly expect the cardholder to know enough to disprove a supervisor/managers decision or method. 

I am not OK when there are no consequences, when someone in upper management handles my account thats involving a {$10000.00} mess up and identifies it as a non-issue at my expense ; this is where monetary compensation needs to be granted. 

In this particular case, BOA werent looking out for the people that use their credit card services. Therefore, I am seeking compensatory damages in which BOA needs to be held accountable for their employees negligence and for falsifying information.

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