Consumer complaint received 2018-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
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:
This complaint is in response to DENIAL on my claim, That I Initiated on XX/XX/2018 due to me being a victim of FRAUD SCHEMES. 
I have the legal right to a full and proper investigation under The Fair Credit Billing Act and The Truth In Lending Act Federal Law. 
I do feel that my rights have been violated due to not receiving a proper and fair investigation under my circumstances. BOA has failed me by NOT conducting a reasonable investigation of my dispute accordion to the Law. 
I Initiated my claim on XX/XX/2018 by calling BOA where I explained my situation of what my claim was all about and also expressed that I was aware that I was over the time of a dispute but under the circumstances of my claim they felt that my case needed to be investigated. The person in the dispute department opened a case for my dispute and told me I should be receiving a letter in the mail in a few days asking for more information. 
So on XX/XX/2018 BOA send me a message through my online banking asking additional information And also letting me know that they received my claim and it is currently being researched. 
On XX/XX/2018 they send other message though my online banking and this was Details about your claim - refer to letter. When I opened the letter it was CLAIM DENIAL LETTER. So within TWO days of opening my claim I had been denied. 
To make matter worse I had no clue that they would commit to me through a message in my online account because the person I spoke to said ( I would be receiving a letter in the mail ) So I would be checking my mail box very day. By the time I received the letter in the mail on XX/XX/2018 asking for additional information I had already been denied of my claim on XX/XX/2018. 
So I happened to login to my online banking account to get some info that I need while fill out the paper work I just received in the mail only to see that I had messages from BOA and I have already been denied of my claim even before it even started. 
I proceeded to call BOA on XX/XX/2018 to find out what was going because I didnt understand why I was denied. The person that I spoke in the dispute department couldnt even tell me why I was denied he said ( maybe because they didnt receive the info they requested ) I explained to him that I just received the letter in the mail just today and I have not been given enough time to respond to the letter and I had no clue that I had message because I have never done this before and I had been informed that I will be contacted though mail regarding this matter. 
The representative on the phone was so cold and unbothered about my situation he later said just send you paper work back and will reopen your case when we receive it but he actually reopened it the same day XX/XX/2018. 
To my surprise just to realize that on XX/XX/2018 when I login to my account that I was denied again the next day which was XX/XX/2018. 
I decided to call again on XX/XX/2018 because at this point am very confused and very frustrated. This time the representative on the phone was very warm and very understanding. I explained my situational to him and he informed me that I was denied because they didnt receive my contract. I continued to tell him that one I have not been given enough time to respond to any demands that they are requesting of me and second letting him know that I didnt receive a contract from XXXX and I have no way of getting on now under the circumstances. He was very understanding and he said ( On yes under those circumstances they should not ask for a contract ) He reopened my case and he assured that I will not be denied again because he has noted in my case that they need to investigate my claim. 
To my surprise I was denied again the following day on XX/XX/2018 at this point am beyond frustrated and extremely confused. 
I called again on XX/XX/2018 and this time the representative was not pleasant at all he let me know I was denied because I didnt give a contract and I was past the deadline. I tried to explain my self and my situation but he was not willing to listen and he made it very clear they will not be helping me any further on this claim. 
BOA didnt Investigated my claim. They used frustration tactics so one can give up on their claim. 
There is no way that a fair and complete investigation was contacted in one to two days. BOA will open a claim today and close and deny the following day. They will give you two days or less to respond to there demands by asking you to upload documents and if you dont they close you case and deny you claim and now you have to call them to find out what going on and it takes time to get to the right department and if you speak to them and ask them to reopen you case and let you upload your documents they say you have to send them by mail and then when they get them they will open the case and later on they open it but dont let you upload but by the time they receive the document by mail they have denied you already. They have no intention of helping you there main goal is frustrating you to giving up the pursue of your claim. I have been I loyal consumer of BOA for many years with no incident and am very shock of how they treat their customers. 
I am a victim of fraud schemes and I purchased educational service ( which I though that would be beneficial to my life ) with XXXX that cost me over {$60.00} thousand of which I paid {$18000.00} using this BOA credit card. I paid the rest using other different cards and those credit card companies have been very helpful and understanding and they are still investigating all my claims as I write this. I have provided everything that I could get about this case to BOA but still not enough. 
I am filling this complaint for myself and also to help all others that are victims of this fraud schemes by XXXX. I know we are a lot of us who are going through this with BOA. We have a facebook group to help each other through this nightmare and everyone is complaining about BOA and it treatment about this situation.

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