Consumer complaint received 2020-01-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
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:
Re : Claims Nos. XXXX & XXXX filed with BOA agains XXXX XXXX  XX/XX/XXXX- I notify BOA that services provided to me by XXXX XXXX  totaling {$400.00} should not be debited to my account due to poor service of my washing machine. With my claims I provide to BOA the following : 1 ) All receipts from BOA 2 ) Copy of my complaint against XXXX XXXX  with XXXX  of North Carolina - this complaint includes all details surrounding the service. 
3 ) Copy of my complaint to the State of North Carolina Department of Justice against XXXX XXXX  - this complaint includes all details surround the service. 
4 ) Copies of all receipts BOA 's subsequent letters I received in response to my claims in XX/XX/XXXX ( 1 letter ) XX/XX/XXXX ( 3 letters ) never once requested me to get a second opinion letter from another repair vendor evidencing the problems with the XXXX XXXX  repair ( " 2nd Opinion Letter '' ). 

In a XX/XX/XXXX letter from BOA, about 3 months after I filed my claims, I get a request for the 2nd opinion letter! That is absolutely absurd - by that time I either would have ( i ) had the washing machine repaired or ( ii ) purchased a new washer. Who can survive 3 months without a washing machine? In my case I had purchased a new machine shortly after it was obvious that XXXX XXXX was not going to stand by their work Subsequently, a XX/XX/XXXX and XX/XX/XXXX letters from BOA have rejected my claims based on the fact I never provided a 2nd Opinion Letter. Both of these rejection letters have no name identified as a contact and no information about how to appeal them. They just have the customer support number - which I had already gotten nowhere with as outlined below. 

In response to the XX/XX/XXXX letter I called the claims area of BOA communicating to them that their request for a 2nd Opinion Letter should have been made in their initial XX/XX/XXXX letter! That I had in fact provided them with ALL information requested by them in their XX/XX/XXXX letter and 3 subsequent XX/XX/XXXX letter. 
I got no good response to my argument that 3 months after the claims are filed is much too late to request such information. I asked for a contact to appeal the rejection of my claim and I received an address in XXXX XXXX Texas but no specific department or person. On XX/XX/XXXX I mailed a letter to that address complaining about the mishandling of my XXXX XXXX claims and to date I have not received any response. 

If BOA had requested the 2nd Opinion Letter in their XX/XX/XXXX letter or their first letter sent in XX/XX/XXXX it would have be feasible for me to get such a letter. At anytime after that it is just ridiculous. A broken washing machine is just not something people can live with. 

BOA needs to change their process to insert the request in for the 2nd Opinion Letter in their initial letter to any consumer disputing a service. Additionally, they need to identify clearly any contact persons and/or phone number ( that is not the general customer support number ) in order to give the consumer the opportunity to get information about their claim or discuss their claim if rejected. Lastly, they should identify the process by which the consumer can formally dispute a claim rejection. 

It is really disheartening to find out that on top of a shoddy vendor getting paid {$400.00} for work they are not willing to stand by I have to deal with a credit card company that has a horrible claims process. 

I really want BOA to treat its customers professionally and equitably. 

XXXX XXXX

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