Consumer complaint received 2023-08-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
On XX/XX/XXXX I purchased {$8600.00} of medical equipment for my business from XXXX. I decided to do so after attending a medical training where I was certified to perform procedures and a representative, named XXXX XXXX, from XXXX  was also at the training demonstrating use/promoting the medical equipment. There were problems from the start, firstly the equipment was mailed to the wrong address, so I did not finally get all the equipment until the end of XXXX after making trips to the XXXX. In mid XXXX I had patients scheduled and started performing the procedures, of which at that point I realized that items were missing from the kits, causing me to have to open additional kits to utilize needed items to properly perform the procedures. I contacted XXXX and explained to him the situation, we then communicated via facetime so he could visualize the kits that I had received. He stated that the wrong kits were sent to me, and acknowledged that it was an error on the companies end. I asked if he could send me the correct kits out, of which I paid for, immediately because I had more patients scheduled to perform procedures on of which had already paid deposits to my office. He stated that before he could send out the original kits that I should have received, he would need to receive back the remainder of the unused kits first, then he would send me the correct kits that I originally ordered. This would have caused delays in procedures and therefore problems for my office with the patients. I communicated this to him and expressed that I was not pleased with the customer service being provided, as i did not think it was unreasonable for them to simply correct the error that was made on their part expeditiously by sending me the correct kits the next day, and in the meantime I would pack up the remaining unused kits and send them back. XXXX 's response via text message was that the other option was that he could send me a return label and I could ship everything back. I replied for a full refund, and he replied yes. So in the meantime, I reached out to a different company and ordered more medical equipment with the same credit card used, so BOA can also see that, because I needed to continue on being able to service my clients with minimal delays. I never received the shipping level from XXXX so I packed up all the equipment and the remaining unused kits ( XXXX kits ) and paid for the shipping myself at XXXX to have it shipped back to XXXX. The shipping cost was {$250.00}, the weight was XXXX pounds. The original shipping that XXXX charged me was {$270.00} a small difference, most likely due to XXXX  just rounding up the shipping cost. However, this proves that I sent back everything to them that was sent to me minus XXXX kits. I then filed the dispute with BOA on XX/XX/XXXX and provided them with all of the attachments that I will attach below. I received a letter from BOA dated XX/XX/XXXX stating that they placed a credit on my account based on information I provided and that the merchant had 60 days to respond, and that if I did not hear anything else to consider the case as resolved. I then called customer service and was verbally told I needed to wait 90 days for a full resolution to be finalized. I called back sometime in XX/XX/XXXX and was told the case was closed. I never received any further correspondence from BOA, requesting any further information, or any further updates. Then on XX/XX/XXXX the charge for {$8600.00} reappeared on my statement as a charge reversal. I called BOA and was told that the merchant sided with the company. I asked what was the basis of this decision and was told that the merchant responded that some of the kits were used. When XXXX suggested the option of me to return everything for a refund he was aware that some of the kits were used, of which the wrong kits were sent to me in an error on his part. I dont understand how BOA or XXXX XXXX think I would be responsible for {$8600.00} worth of equipment that I proved that I returned to them based on XXXX kits out of XXXX not being returned. The kits were worth {$110.00} each, so at best, I should only be responsible for that amount, if anything. But how could i be responsible for paying thousands of dollars worth of equipment that I do not have, as it was returned to XXXX, of which the sales representative gave me the option to return. I am a small business owner just trying to make a living for my family. This is wrong and unethical on the companies part to think its conducive to get paid {$8600.00} for equipment that they have received that they told me I could return. Furthermore, the timeframe for a reasonable resolution was well over 90 days. i thought this ordeal was over and now i am having to be faced with uncertainty of paying for equipment that I do not have, and that i have already spent more thousands of dollars replacing with another company.

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