Consumer complaint received 2018-09-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
Summary of Complaint : Bank of America did not perform a thorough investigation ; Bank of America purposefully waited to inform me of the investigation results in order to allow the time window for disputing to close ; Bank of America did not inform me, even when asked, of any arbitration or escalation process. 

On XX/XX/2018, my credit card was charged {$560.00} for a deposit from a moving company I hired for a cross-country move. The company took all my belongings on XX/XX/2018. I realized in XXXX that the moving company was fraudulent and had no intention of delivering my things and had become unresponsive, so I initiated a dispute with XXXX XXXX XXXX on XX/XX/2018. I discovered that the company, " XXXX XXXX XXXX '' had their DOT license revoked on XX/XX/2018, before they came to my house ( XXXX XXXX XXXXXXXX ), and later discovered that they were indicted as part of a multi-state, multi-company federal racketeering scam ( https : //www.justice.govXXXX ). I also have a police report on file where the theft took place. 

Bank of America didn't uncover any of this evidence during their investigation. They have a single fax, dated XX/XX/2018, that shows the bill of lading that I signed along with a note from " XXXX XXXX XXXX '' claiming that *I'm* the one trying to commit fraud. I was not given an opportunity to respond to this. The note has an address from XXXX XXXX XXXX XXXX, XXXX, Florida ( corresponds to " XXXX XXXX XXXX  XXXX '' as well as " Moving XXXX  XXXX, XXXX '' ) and I was told that the account holder was from " XXXX XXXX  XXXX ''. I called Bank of America to find out more information, in the hopes that I'd find where my things might be, but they said they didn't get any individual contact names, proof that my items were ever delivered ( just stolen ), or information about where my things are. 

Bank of America used this as proof that the company did their job by taking all of my family 's possessions, and closed the case ; however, they didn't notify me right away, but rather waited until XX/XX/2018 to draft the response ( postmarked XX/XX/2018, and received XX/XX/XXXX ). I called them to dispute this, but they kept telling me that there was nothing they could do, even though I asked to reopen the case. When I called them just now one last time ( on XX/XX/2018 ), they told me that the allowed time to dispute a case had expired, that there was no possible way to reopen the case, and that there was no escalation path or anyone at Bank of America with the authority to put the money back into my account. 

There was also a check that the fraudulent company cashed in XXXX County, Maryland. That check isn't part of this dispute, but the endorsement on the back says, " XXXX XXXXl XXXX, XXXX. XXXX XXXX XXXX XXXX ''. This shows a pattern of fraud, as " XXXX XXXX XXXX, XXXX '' is registered in Florida with no such DBA, and is not registered in Maryland ( where XXXX XXXX XXXX is registered ). 

This feels like I've been scammed both by the fraudulent moving company as well as by my Bank, and I believe they purposefully waited to inform me so that I couldn't re-open the investigation. I'm also shocked that there is no arbitration process available with the credit card.

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