Consumer complaint received 2022-12-28
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:
I made an online purchase of XXXX couches in XXXX  from XXXX XXXX XXXX. Only XXXX arrived initially and it was damaged. the box tapped back together and torn and the couch inside had damaged seats and missing parts. I was told I had to take the couch. I signed for it and indicated the damages on the signed portion from the delivery company. I called the vendor. Indicated the couch was damaged and another missing. I was told they could send replacement cochins and missing parts with the other couch. I indicated there was no way to replace the cochins but after hours on the phone they assured me they could be replaced. We then received the XXXX couch XXXX weeks later. It was also damaged and missing parts with no extra parts or cochins for the XXXX couch. Again, a late Friday delivery with the company XXXX XXXX XXXX I was told if I didn't accept the couch I would be charged to return the coach per vendor rules. I again signed for the couch and indicated again all the things wrong with it with my signature. When I called on Monday I spent several hours on hold and on the phone for them to tell me that the couches would have to be repaired. I indicated I had bought the couches as NEW and with a warranty not to have to have someone come out and look at them and then try and fix the tears in the artificial leather. I was hung up on after literally hours and when I called back placed on hold and hung up on again. 
I contacted Bank of America and started a dispute. At this time they had not paid for the couches. I gave them general information to begin the dispute and was told if they needed anything they would contact me. I had pictures, delivery receipts etc. I didn't hear anything. In the meantime I filed a complaint with Consumer Affairs about XXXX XXXX XXXX. In XXXX of XXXX  literally the day XXXX XXXX XXXX I receive a call from Bank of America indicating they had decided to pay the vendor and I owed the money. I indicated to them that the vendor refused to take the couches back and if I sent them back it would be at my own cost, and there was no guarantee they would provide us new, undamaged couches. I was told that I was not allowed to send photographs as proof of the issue initially but during the call was told they accepted pictures from the vendor showing delivered couches ( actually same picture for both covering the damage ). I was angry and told B of A that I had filed a claim with Consumer Affairs and that they should have talked to me before paying it. The person literally said " too bad so sad to me '' and said the vendor don't have to deliver new items just show proof they delivered something. That the vendors are the real customers. I told them I would not pay for those couches and even XXXX XXXX had sided with me and indicated I should be reimbursed for the couches but could not force the Vendor to do so. The vendor offered XXXX credit for XXXX broken couches. They were unusable. I wrote Bank of America a letter indicating all of this and showing them all the documentation from me and Consumer Affairs. They then sent a letter saying they were " reopening my dispute '' and contacting the Vendor to be reimbursed. Approx 2 months later I receive another letter indicating they were unable to recoup the funds from XXXX XXXX XXXX  and decided they would pass the unrecouped monies back to me. I refuse. I was more than generous I literally paid for XXXX of the couches that wasn't as bad, but refused to pay for the other that was torn or the extended warranty I bought with them. So I wrote them and told them I would not be paying the {$800.00} and change remaining bill for the couch that it was their fault for paying them when I asked them not to and to let me fight it out with XXXX XXXX XXXX  They decided to pick sides before all the info was in then realized they had done wrong and tried to get the funds back from XXXX XXXXXXXX XXXX  and when they couldn't they decided just to make me pay for their mistake. That is what the dispute process is supposed to be for. I will never pay this bill. It continues to grow in cost and move to various collection companies and I tell them I will never pay it. I have never had an issue with any other creditor. Prior to this my XXXX  scores were in the XXXX range. Never XXXX on payments of house or car or credit cards. They continue to harass me and increase the amount owed and attempt to damage my credit rating. I'm tired of it. The final straw is now they attacked this issue to our XXXX XXXX credit because at first he was an authorized signer on the card in case he needed to use it on a trip aboard. He was removed after the trip and well before all this but they have decided they will XXXX with his credit now. I will never pay this and XXXX XXXX  before I hand Bank of America a cent. They are XXXX  and Had I know the card I was getting thru XXXX was thru them I wouldn't have done it. I had trouble with them in my youth on my first car. They tried to mess with me and XXXX XXXX I paid in person and kept everything. Even crediting my payments to someone else once ( on purpose I believe and were just caught ). XXXX wa n't Bank of America to XXXX up their mistake remove the collections and stop XXXX  with my credit rating and my son 's. I will pay a lawyer triple the amount just to prove a point that Bank of America bullies their customers and won't accept their responsibility in this matter.

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