Consumer complaint received 2018-08-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
REF DISPUTE XXXX ACCOUNT ENDING : XXXX MERCHANT : XXXX XXXX XXXX XXXX XXXX. CASE NUMBER XXXX ACCOUNT ENDING IN XXXX I bought a car last XX/XX/2018 and After three days I had to return the car due to defective issues. I DECLARE THAT I RETURNED THE MERCHANDISE DUE TO DEFECTIVE ISSUES, THREE DAYS AFTER I PICKED IT UP, BASED ON THEIR RETURN POLICY. I REQUESTED TO THE DMV A COPY OF THE INVOICE # XXXX FROM XX/XX/2018, WHICH STATES ON PARAGRAPH 4 THE RETURN POLICY : AFTER THE MERCHANDISE HAS BEEN PICKED UP WE DO NOT ACCEPT CLAIMS OR RETURNS, EXCEPT WITHIN 10 DAYS AFTER BEING PICKED UP. MERCHANDISE WAS PICKED UP ON XX/XX/2018 AND WAS RETURNED ON XX/XX/2018, SO MERCHANT HAS TO HONOR " THE RETURN POLICY ''. I dispute the transaction last XX/XX/2018 and Bank of America issue a credit to my account. I received a letter from Bank of America dated XX/XX/2018, stating that Bank of America did not receive a valid credit slip showing that the merchant intended to issue credit to your account. I called Bank of America and I talked to XXXX XXXX, who told me that the other Bank ( in XXXX ) requested to the merchant/Company a valid credit slip showing that the merchant intended to issue credit to my account. The merchant did not provide to the XXXX Bank nor to the Bank of America a copy of the credit slip, which is because since they never credited my account nor indicated to me that they planned to credit my account. They just kept my money and the merchandise, without issuing a credit refund to my account!!! They just kept playing games with me ... .games like scammers play. 
I do not agree at all with Bank of America about that unfair decision to re-bill my account. It is not my fault that the merchant/Company did not provide a valid credit slip to the other Bank nor to Bank of America. I provided all the information that Bank of America requested from me and I believe that I finished my part as Bank of America never requested additional documents from me. Bank of America can NOT accuse  me that I did not provide a valid credit slip since the merchant did not give me the credit slip. THE MERCHANT USES A CREDIT SLIP TO CREDIT CUSTOMER 'S ACCOUNTS, SO I AM NOT ABLE TO OBTAIN A CREDIT SLIP, SINCE THE MERCHANT HAS NOT CREDITED MY ACCOUNT. Why doesn't the other Bank ( XXXX Bank ) demand that the Merchant/Company provide a valid credit slip showing that the merchant intended to issue credit to my account??? 
With regard to this dispute, my first letter stated that I never received a valid credit slip showing that the merchant intended to issue credit to my account and that was the only reason I disputed the transaction, because my account was never credited. If my account had been credited I would never, ever, have Bank of America to get involve in this dispute/transaction. Does it make Sense??? RIGHT AWAY AFTER I RETURNED THE MERCHANDISE, I REQUESTED FROM THE MERCHANT THAT THE CREDIT BE ISSUED TO MY ACCOUNT WHICH I HAVE NOT RECEIVED. I NEVER RECEIVED A VALID CREDIT SLIP SHOWING THAT THE MERCHANT INTENDED TO ISSUE CREDIT TO MY ACCOUNT AND THE MERCHANT DID NOT SAY THEY WERE GOING TO DO SO ... 
THE MERCHANT ONLY GAVE ME A VALID DEBIT SLIP FOR THE MONEY I PAID {>= $1,000,000} ( XX/XX/XXXX Pesos ) CHARGED ON MY BANK OF AMERICA CREDIT CARD ENDING IN XXXX THE AMOUNT OF {$8000.00} US Dollars. 
THE MERCHANT DID NOT PROVIDE A CREDIT SLIP WHEN I RETURNED THE CAR. THE MERCHANT 'S PROTOCOL TO RETURN A CAR IS VALID AND ACCEPTABLE THROUGH A RETURN LETTER, WHICH I DID, AND I HAVE AN EXECUTED RETURN LETTER KNOWN AS ACKNOWLEDGMENT OF RECEIPT SIGNED BY THE MERCHANT/COMERCIAL MANAGER MRS. XXXX XXXX, DATED XX/XX/2018, SHOWING THAT THE MERCHANT RECEIVED THE RETURNED MERCANDISE, WHICH MEANS THAT I EXECUTED AN OFFICIAL RETURN. 
My previous letters stated my attempts to resolve my dispute with the Merchant after I returned the merchandise. I had to choose a second car which the Merchant promised to hold for me, but they sold the car without my consent. Ultimately the merchant admitted that they made a mistake, so I REQUESTED THEM ONE MORE TIME THAT CREDIT BE ISSUED TO MY ACCOUNT, but they did NOT provide a credit slip showing that they intended to issue credit to my account. Surprisingly I just received a week ago last XXXX a vague and unclear email from the merchant asking for my account number for the credit, but the email did not explain any details. They already have my account number from the original credit card charge. Again, they have not credited my account and they did not say they were going to. I do not trust them because they kept playing games with me ... .As you can see the merchant has been playing games ... .games like scammers play. 
I am disputing this transaction with Bank of America and I will continue with the dispute. SINCE XX/XX/2018 I AM DONE DEALING WITH THE MERCHANT/XX/XX/XXXX. After many months that the merchant was playing games with me I decided it was time to contact Bank of America and proceed with disputing the transaction. PLEASE KEEP IN MIND THAT SINCE BANK OF AMERICA ISSUED CREDIT TO MY ACCOUNT I SHOULD NOT HAVE TO ASK FOR CREDIT FROM THE MERCHANT. 
At this point I can NOT afford to pay the {$8000.00} since I have not received a credit to my account and I do not have the merchandise either. 
I kindly request to Bank of America to re-issue a credit to the account ending XXXX now, because the FRAUD ISSUE I had with the Merchant.

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