Consumer complaint received 2019-06-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have filed a dispute on XX/XX/XXXX for a purchase made with XXXX, the package was not received. Merchant did no good, Well it lead me to the bank. The purchase consisted of 6 payments, first payment was made on XXXX when order was placed which leaves 5 payments remaining which should be deducted monthly. On XXXX I was charged for 2 of the payments which leaves me with 3 remaining. Nevertheless I didn't receive the item. I contacted the bank to dispute, I was disputing all three charges which is the monthly installment. When I filed the first time the claim was declined, come to find out it was declined due to the bank filing as fraud rather than a dispute. It took about 10 days to find out about the denial, the bank stated that they need to code it as a dispute, well this time they have placed all 3 into one claim. Well come to find out that was declined. The reason that was declined was caused by the bank as they should have placed a claim individually. This caused another delay, so I called again. Now the 3rd time they put the claim through but this time they did it for the 2 charges on XXXX and forgot to include the original charge. Well, I immediately called the bank and informed them that they didnt file the dispute for all 3 charges. 100 % I remember this call, the representative informed me that being for the same item that it would be fine meaning if the dispute is approved it will be for all 3. Well about 2 months of waiting I submitted documents and letters to the bank for the claims. Well, the claim was approved but only for the 2 charges, I called the bank In XXXX and informed them that I was assured if one claim goes through all 3 will since its for the  same item. The bank was able to verify that I originally placed the claim for all 3 charges but made me do it again. Well after doing it that dispute was declined. I called the bank XX/XX/XXXX, ( 7 months ), they stated that it doesnt matter being a charge over so many days. I tried explaining to them that it was done in XXXX, well the gentleman tried justifying that it wouldn't have made a difference. After research I learned that the bank has only informed the merchant that I'm disputing 2 charges. 
1. The bank has caused the claim to be declined 3 times which has delayed the process at least a month more than needed to be.

2. The bank filed the claim for the charges but those are the claims that have been declined which the reasons where 1a. For the claim being filed as a dispute but was done as fraud. 2b. Second denial was due to the bank not separated each charge as it's own claim. And the 3rd reason was for a the wrong charges.

3. After all that, when they finally processed correctly they did it for only 2 of the charges, the reason was they have forgotten but I was told specifically that it would be fine. My account was notated as well.

The bank is 100 % accountable for not processing the claim correctly, nowhere does it say that a claim is not able to processed if its 80 days or more. If so, why did they process initially.

The merchant was not advised nor informed that the buyer ( Myself ) is disputing all 3 charges they were advised of 2 only. I will attaching all the documents regarding this claim that I submitted to the bank when I filed in XXXX.

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