Consumer complaint received 2018-03-08
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:
Using my Bank of America Visa Card, on XX/XX/XXXX I purchased an advertised US Size XXXX dress on XXXX for {$120.00} for a wedding I was attending on XX/XX/XXXX. I have worn a US Size XXXX dress for many years now. Upon receiving the dress from a XXXX manufacturer by XXXX on or about XX/XX/XXXX I found that the dress did not fit. Since my computer is not sending or receiving emails at this time I had a friend, XXXX XXXX, contact XXXX on XX/XX/XXXX stating that the dress didn't fit and asking to return the unworn dress for a full refund of {$120.00}. On XX/XX/XXXX XXXX confirmed that they hadn't or wouldn't release my {$120.00} payment to the XXXX manufacturer until the matter was resolved. In the meantime the XXXX manufacturer wrote XXXX XXXX on XX/XX/XXXX to say that they couldn't provide me with a refund because the dress had been worn -- which is NOT true. Apparently XXXX  had also paid the manufacturer despite telling me otherwise. 

After weeks of emailing back and forth without any resolve, I escalated the matter to Bank of America 's Visa Credit Card Department in mid-XXXX  by explaining everything as noted above. They said the charge would be put on hold and that I wouldn't be responsible for the charge unless they found out something different during B of A 's investigation. I saw that the {$120.00} charge had been removed from my credit card statement. Then, to my surprise, on XX/XX/XXXX at XXXX XXXX ( the time that my mail is delivered by the US Post Office to my mailbox ), I received a letter from the bank stating that a detailed, written response must now be received by the B of A office in XXXX XXXX, Texas by XX/XX/XXXX or the {$120.00} charge would be returned to my statement. Such an unreasonable demand by the bank would have given me less than 30 minutes to research, write and post a written response to the XXXX XXXX office. 
When I called Bank of America 's Customer Service Department they reiterated there was NOTHING that could now be done because their unreasonable deadline had passed. The Customer Service Agent went on to say that the bank is not responsible for " buyer remorse ''. 

In conclusion, XXXX DID NOT honor their Customer Satisfaction '' guarantee ; the XXXX dress manufacturer DID NOT create a US Size XXXX dress ( while mysteriously determining from 12,000 miles away that I wore their dress -- which I didn't ) ; and Bank of America DID NOT give me any time in which to respond to their demand letter received on XX/XX/XXXX. I have 13 written correspondences that substantiate everything written herein. All I am seeking is a refund of {$120.00} for a dress that didn't fit. I will be happy to return the dress to the XXXX manufacturer despite their unwillingness to give me a return address.

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