Consumer complaint received 2019-12-27
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:
Since XX/XX/XXXX, Bank of America ( BoA ) has given me the round around treatment regarding my {$9000.00} claim. This is the sixth time I must file a complaint about BoA with the Consumer Federal Protection Bureau ( CFPB ) for ignoring my request to provide me with basic information and supporting documentation to establish their decision to deny a chargeback to my account. XXXX 1 ) On XX/XX/XXXX, I filed claim # XXXX, ( 2 ) on XX/XX/XXXX, I filed claim # XXXX, ( 3 ) on XX/XX/XXXX, I filed claim # XXXX, ( 4 ) on XX/XX/XXXX, I filed claim # XXXX and ( 5 ) on XX/XX/XXXX, I file claim # XXXX. Each time BoA responds, it changes its story, its not clear of its response or request and continues to include obsolete documentation to avoid addressing the facts. On BoAs latest letter dated XX/XX/XXXX, it included copies of its letters to me from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, including other communications and credit card statements which I feel are an insult to my intelligence. I have received and reviewed each of BoA communications and have created a file that continues to grow. 
On XX/XX/XXXX, BoA response under Summary of research second paragraph, it is stated : We submitted the claim a few times between the date you contacted us and XX/XX/XXXX. Where did BoA submit the claims? How many times was a claim submitted? 
In paragraph three it is stated : On XX/XX/XXXX, we mailed an acknowledgment letter stating that we had received the additional information that we requested so we were able to begin the chargeback process. If BoA had received the information requested, why does BoA continue claiming that copies of a contract was not submitted where in fact I submitted copies of five contracts : # 1 XXXX XXXX XXXX ; # 2 XXXX XXXX XXXX, # 3 XXXX XXXX XXXX, # 4 XXXX XXXX XXXX, # 5 XXXX  in addition to copies of XXXX XXXX XXXX, XXXX XXXX Enrollment Agreement, XXXX  Product Catalogue, and XXXX-Compensation-Plan-XXXX. In the same paragraph three, it is stated that on XX/XX/XXXX, we received a rebuttal from the merchant indicating that you had received services from XX/XX/XXXX, through XX/XX/XXXX. On XX/XX/XXXX, we mailed you a letter informing you that we sent our own rebuttal to the merchant on your behalf We received the merchants response confirming once again that services were rendered. It is very interesting to learn ( now ) that BoA, in fact, received communications from merchant XXXX. As of XX/XX/XXXX, merchant XXXX was instructed to cease and desist any and all communications unless authorized by the Federal Trade Commission ( FTC ), so if in fact, BoA received those communications, ( 1 ) I am entitled to have a copy of those communications to support my claim denial and ( 2 ) I can submit those communications to the FTC as further proof that XXXX  violated its demands. 
Under Important Information, it is stated that : the result of a claim may differ when customers are able to provide substantial evidence to support their claims. I provided BoA with any and all documentation that other customer provided within the timeframe established by BoA. I have complied quickly and in a timely fashion with any and all BoA requests although BoA takes a long time to respond to my requests in an effort to delay the outcome. I have not denied that I authorized the charge, I have not claimed that it was a fraudulent charge so please be aware that your statement : Fraud claims are opened for a transaction made without a customers knowledge. As the circumstances described in your dispute involved your active participation, it does not fit that description and the claim was properly opened as a billing dispute because you willingly provided your account information to the merchant is totally out of content. Merchant XXXX  is and was a fraudulent company thus it is shut down by the FTC for bilking people not my claim. 
Under the Our response section, I accept your apologies for a long time I had to wait to speak to a representative but BoA has not apologized for having delayed the resolution of the matter for over seventeen months. Additionally, I am not claiming a bank error so your statement regarding my request for refund or compensation in this matter is obsolete. In paragraph three of this section, BoA is claiming that it had spoken with the merchants bank and that the documents we provided to you included a synopsis of our telephone conversation with the merchants bank. If BoA is referring to page 2 of XXXX where states : XXXX XXXX provided services to clients through XX/XX/XXXX. Your customer indicates services were to be provided on a specific date. A detailed description of the specific services purchased has not been provided and there is not sufficient documentation/information that details the services expected on this date. Further, your customer indicates the services they received were not as described. Your customer has been receiving services from XXXX since XX/XX/XXXX. They did not stop receiving services until XX/XX/XXXX. Further, if the timeframe had not expired, the disputed amount is limited to the portion of the services that were not received and the customer has been receiving services from XXXX since XX/XX/XXXX. this synopsis is inaccurate and erroneous. How could I have been receiving services from XXXX since XX/XX/XXXX is the FTC shutdown XXXX  on XX/XX/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 explanation