Consumer complaint received 2022-02-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am reaching out here to report misconduct by the Bank of America to resolve the Debit Card dispute using fair banking practices and guidelines. 
On XX/XX/2021, I submitted a fund transfer using the Ria app with order # XXXX for the amount of {$2900.00} using my Debit Card ending with XXXX. The transfer time I was communicated by XXXX within 6 hours fund will be transferred to the recipient after their review process, next morning on XX/XX/2021 I got an email from XXXX support that my transfer was canceled. When I contacted support to find out why it happened, they keep putting me on hold or disconnecting the call. Even after trying multiple times, I did not get any clear answer as to why the transfer was canceled. Then one of the agents I spoke with told me to initiate a new transfer after changing the recipient account details and they will try to see if there are any issues related to that. 
I asked them about the refund on the canceled transaction and was told that the refund was instantly issued at the time of the cancellation and should be reflected back in my card within XXXX - XXXX hours. 
When I didnt get the refund and after several attempts to resolve this matter with Ria company , I had no other option than to dispute these transactions. 
During the dispute initiation process Bank of America requested me to provide the proof and evidence such as transaction cancellation email from the merchant and confirming that they owe me the refund that I successfully faxed to the Bank on XX/XX/XXXX that was received and confirmed by their agent. 
Bank of America not only failed to provide the evidence I submitted to the merchants bank and also dropped the ball to recover my money without getting the services. This is a complete breach of the Card purchase protection. 
I have gone through the denial letter in very detail that included the response from the merchant and I find that is clear that they have been completely biased while making this decision and ignoring all the facts and evidence provided by me : The merchant dispute response letter, they are asking for cancellation proof that I already provided then why did the BOA dispute department not bother to send this to the merchant 's bank? Which transpired them to think these charges are valid. This clearly proves the fault of the Bank Of America representative who overlooked and missed sharing the information provided to fight the dispute based on XXXX XXXX guidelines. 

On the merchant, response letter they have also mentioned at multiple places that I/customer has requested cancellation of transactions hence their terms and condition apply in this case, I already have provided the email confirmation from RIA confirming that they are the once canceled the transaction and I will be getting the full refund. Since this transaction was canceled by the merchant them-self there are no Terms and Conditions I agreed to keep the money if they cancel the transaction. 

On terms and conditions on the merchant website is also stated that if the transaction is canceled and money is not received by the customer then the customer has full rights to receive the refund that too is mentioned in the cancellation emails I have received from the merchant. 
I also escalated this situation with BOA Executive department and was mistreated and insulted by the representative named XXXX XXXX over the phone and their dispute department multiple times. 
Attached is the detailed letter appeal letter and dispute letter including all the details and evidence. I hereby request the consumer protection bureau to review every piece of evidence in detail and forward this concern to the authorities for this misconduct by Bank Of America to take strict actions and for not working in good faith to resolve the disputes with the given guidelines.

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