Consumer complaint received 2022-08-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This complaint is due to the mismanagement of a claim against XXXX XXXX by Bank of America. The claim is related to an automotive repair that XXXX XXXX failed to complete on my vehicle that I was charged {$2400.00}. I took my car here after hitting a curb that caused extensive damage. I was informed it would be {$2400.00} to fix the car therefore I decided to fix it out of pocket versus making an insurance claim. I paid in full for my car repairs and when I picked it up I was presented with about {$900.00} in more repairs for the car and the dashboard was full of lights for needed maintenance. 

As I drove down XXXX XXXX XXXX XXXX the car made a loud grinding noise. XXXX XXXX butchered the vehicle enough for me to make it home. My XXXXr called them to discuss the car 's current condition because it was obvious they didnt respect me enough as a woman. The next morning I took the car back to XXXX XXXX. Initially, they claimed nothing was wrong with the car because they drove it around the parking lot and didn't hear the noises. I called my father who insisted they take the car on the road so they could properly evaluate it. They finally reluctantly agreed and upon doing so claimed the vehicle needed additional work on top of the already paid {$2400.00} and quoted {$900.00} at pick up. 

I trusted XXXX XXXX would fix my vehicle for the agreed-upon price of {$2400.00}. I wish they were just honest enough to admit the job was too extensive for them and I would think of went elsewhere. Ultimately, I ended up taking the vehicle to another automotive repair company in XXXX XXXX that had to redo the work XXXX XXXX was supposed to do. When they showed me the parts XXXX used and how they tried to piece together my car I felt angered, saddened, and defeated. 

In addition, this other shop stated they are constantly refixing vehicles that were serviced by XXXX XXXX. I was informed I had no business driving the car and it was a severe accident waiting to happen. In XX/XX/2022 I filed a complaint online to dispute the payment to XXXX XXXX followed by a phone call to Bank of America the same day. I was informed it could take up to XXXX days to complete the claim. I offered to provide the documentation I had from XXXX XXXX and to the repair shop that had to fix what XXXX did to my vehicle in addition to pictures of the unsafe parts that could have caused an accident. I was told the information was not needed at this time. I would be contacted. 

I was never contacted and in XX/XX/2022 I contacted Bank of America by phone requesting the status of my case, It was extremely difficult to make contact with the bank due to prolonged wait times or constant transfers between representatives. However, I was ultimately informed that the claim was resolved and Bank of America was awaiting XXXX XXXX to return the payment. I made XXXX additional calls to Bank of America and was given the same information. This can be verified because I was informed the calls were being recorded. Despite the promises of a refund in XX/XX/2022, I received a letter in the mail from Bank of America that my claim was denied. I immediately contacted them by phone which again was a challenging obstacle to reaching the claims department. During this encounter, I was told my claim was denied because the merchant confirmed payment. I verbalized my frustration to the representative because I was informed at this point I was awaiting payment and none of my documentation was requested nor had I been contacted for feedback. The representative apologized profusely and agreed to escalate my case for review because I informed him of the claim mismanagement. Per the representative, I would receive a follow-up in XXXX business days and the interim was provided an address to mail my documentation to. I was told I could not send the documents electronically but had to send them by postal mail. I mailed the documents as instructed and it has been greater than XXXX weeks and still no follow-up from Bank of America XXXX I have been a long-standing customer of this bank and they are a current holder of my home mortgage, sadly my claim has been mishandled with constant misinformation increasing my financial hardship.

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