Consumer complaint received 2022-10-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MS
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Claim : XXXX On XX/XX/XXXX, I contacted my bank Bank of America to dispute a transaction for {$700.00} with a company called XXXXXXXX XXXX I ordered fireworks from them and I went to pick them up from the freight company. However, when I got home that night. I did light the fireworks that I purchased and most of them were exploding in my driveway in the street. Luckily, I did catch some of this on video. Which then resulted in my filing a dispute with the company. The next day I did have to go physically to a firework stand and purchase more fireworks with my own money because the ones I ordered were faulty. 
Around XX/XX/XXXX, I then was contacted by XXXX from another company called XXXX. She was very rude and seemingly talked over me when I was trying to explain the situation, She then said she would dispute the chargeback with the bank as well which was fine because I completely understand. She then told me to send the footage to an email at XXXX which I did. I then faxed Bank Of America the screenshots from our conversation. I was told by Bank of America that the company was willing to work with me through the process. They weren't willing to compromise or meet me halfway. I then was told by Bank of America to wait 45 days for a resolution to the claim. 
On XX/XX/XXXX, I then contacted Bank of America again and was told that the merchant hadn't sent anything back. They instructed me to wait til the XXXX of XXXX and then call back. 
On XX/XX/XXXX, I called Bank of America to get an update the lady said that they still hadn't heard back from the merchant and that they were in the process of wrapping up the claim in my favor. 
On XX/XX/XXXX, I then received a message saying the claim has been closed and it was not in my favor. I then reviewed the documentation that the merchant submitted which does not support the claim at all. They submitted the receipt for the items I purchased. With the documentation of me when I picked up the merchandise. I don't see how this is relevant to the case if I did pick up the items and I do know what I ordered. However, I do see a handwritten piece of paper in the file saying, " I spoke with this customer they tried to say all of the items malfunctioned. This is not at all an accurate statement. There are no problems with our quality of fireworks. They told me they had videos to show me that every item malfunctioned but never sent it to us. There is no way every item they purchased did not work. They are just trying to get their fireworks for free. '' This is completely untrue when I spoke with the merchant I said most of the items sent were defective, but not all. I never popped the rest of the fireworks since they were very dangerous and defective. They are also saying I never sent documentation of how the fireworks were defective. In the evidence, I sent to Bank of America you can see I did. Which shows the merchant is essentially lying. Going down it then says the case was resolved in their favor since I still have the merchandise. First, I was never told what to do with the faulty merchandise, I did hold on to it for 45 days as instructed. If that was the resolution to the problem why didn't the merchant send a freight truck to come to pick up the merchandise 86 days ago or instruct me somewhere to take it to have it processed? 
I demand this case be reopened and reinvestigated.

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