Consumer complaint received 2019-04-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I purchased a wig from a merchant who said the item would be ready within two to three weeks. She eventually texted me stating that the item was ready to be picked up. Every time we would set up a date together, our schedules would not match up. When it actually DID, I would text her the day of to see if she would be at her shop in order for me to pick up the item. This would happen EVERY TIME where she would continue to make up excuses saying she's in a meeting, or just got back from a trip, or even the fact that she couldn't make it til later that day. And when I would text her later, she would say she's not going anymore, but would ask about the next day. It seemed like she was continuously dodging me. I even asked for a picture of the wig and she said she would send it to me, but never did. I assume she didn't even make the item. 

Eventually, it turns out that multiple women were scammed by the same person. So I filed a dispute with my bank ( Bank of America ) on XX/XX/XXXX since she continuously gave me the runaround with this product. If it was actually finished, then why did she keep avoiding me? I just wanted my money back at this point. My bank gave me a provisional credit of the {$200.00} I sent to her through cash app. They said it'd take about 45-90 days to be investigated. The statement I gave to them was clear : I paid for the product, but never received it. 

XX/XX/XXXX came around and I received the dreaded answer that they decided to side with her on the situation. The proof this woman gave : a receipt from cash app showing that I paid. It made me upset because I could've provided the SAME EXACT receipt to them. They said the provisional credit they gave to me would be taken back on Tuesday, XX/XX/XXXX. I called them the following business day, Monday, XX/XX/XXXX. I wanted to continue to dispute the charge and fight the case since the merchant never provided the item and I just wanted my money back. It was not worth the hassle to continue to chase her around. Plus, this has been my first and only ever dispute with my institution. When I discussed this with the associate over the phone, he said that I could write up a statement and provide documents trying to prove my case. 

I sent the requested documents the same time that week. They said it'd take an ADDITIONAL 45-90 days to investigate it again. Okay, fine -- I just want justice to be served in order for me to get my money back since I was SCAMMED for this large amount of money. I got an email on XX/XX/XXXX stating that I had an urgent message regarding my claim. Since I couldn't see it, I decided to call the claims department of my institution. They said that my case has been closed since the merchant stated that this was a P2P transaction. They sided with her, once again. Even though I never got the item and she scammed me out of {$200.00}. This has also been my first EVER disputed claim in over five years of banking with them. 

I have given my bank all of the documents noted above. If the CFPB would like their own copy personally, I don't mind sending it. It just has personal info which is why I didn't attach it.

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