Consumer complaint received 2019-10-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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:
Bank of America ( BoA ) has been discriminating against me by not providing the detailed information and pertaining documentation I have requested on several occasions since XX/XX/XXXX. They have not ordered the permanent chargeback in the amount of {$9000.00} ( plus interest ) although it has settled chargebacks with other people who were also bilked by its Merchant-XXXX. 

Instead of providing me with the necessary items noted above, BoA has served as its Merchant-XXXX   acquiring, issuing and merchant bank. As the issuing bank, BoA originally authorized the charge, handled it by its credit card processing company, captured the charge and then deposited the funds into the account maintained at BoA for XXXX benefit. However, it has not done the same for me and I must be appeased. 

Although I have been challenging this credit card charge posted to my account since XX/XX/XXXX, BoA, as merchants XXXX bank, has not fulfilled its obligation to refund the amount of the charge to me. According to the Federal Trade Commission ( FTC ),  if there is a credit card processor involved in this transaction, which I believe it is in this case, then the obligation to refund the {$9000.00} charge is contractually assumed by BoAs credit card processor. Although I have no idea who that credit card processor might be, the payment by the issuing bank should be credited to my credit card account effective immediately. BoA as XXXX merchant bank must seek reimbursement from its merchant XXXX, not me. I believe one of the reasons BoA is reluctant to provide me with the chargeback is that it might have failed to establish a reserve account to protect itself from high risk industries, such as those in which XXXX operated and consequently help the FTC to shut it down for having been a fraudulent/scamming company. However, it has refunded funds to others in the same situation as mine, thus clearly discriminating against me. 

This is the fourth time that I have requested [ through the Consumer Financial Protection Bureau ( CFPB ) ] that Bank of America ( BoA ) provide the information and documentation sustaining its denial to issue a {$9000.00} charge back to account ending in XXXX. 

CFPB is the only recourse I must use to urge BoA to respond to my telephone calls and written communications. 

Since XX/XX/XXXX, I have been trying to communicate with BoAs Resolution Specialist Regulatory Complaints, XXXX XXXX via telephone and written communications to no avail. In a letter dated XX/XX/XXXX, Mr. XXXX states that based on the information we [ BoA ] received, we [ BoA ] were unable to pursue your [ mine ] dispute further. Additionally, it states : Correspondence dated XX/XX/XXXX, explains that we [ BoA ] re-examined the claim and determined that we [ BoA ] were unable to further assist as we [ BoA ] did not receive the requested documentation. He continues to state in a separate paragraph that : Bank of America exercises all available options to resolve disputes with merchants. ( see attachment ) Since XX/XX/XXXX, through BoA online message center, I have provided BoA with any and all documentation it has requested from me. 

Since Mr. XXXX has not acknowledged my telephone calls nor my correspondence, on XX/XX/XXXX I called the dispute department ( again ).  After holding for 30 minutes, I spoke to XXXX ( in Texas ) who transferred me to another person  XXXX ( in Utah ) who in turn transferred me to her supervisor XXXX ( to an unknown location ). Although, they claimed they have reviewed the notes and documentation I have submitted, none of these people were able to inform me what was needed from me for BoA to order the chargeback. 

In addition, there must be an oversight function which would have an inspector to review my case and give me the real story. I do not believe that BoA is being truthful in this matter. 

Thank you for your time and I request that you reply to my dispute and give me a positive outcome.

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 explanation