Consumer complaint received 2018-03-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
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 a new XXXX XXXX XXXX from XXXX for {$240.00} for my daughters birthday using my Bank of America XXXX. I received the package on XX/XX/XXXX. As this was a birthday gift for my daughter, it was not opened or inspected until XX/XX/XXXX ( kept in the original packaging ). Immediately upon opening the original box from XXXX XXXX, the laptop screen did not work properly. The screen flickered and was blank on one half of the screen. On Monday, XX/XX/XXXX, I called XXXX XXXX and was told that they would exchange it and to bring the laptop to the local XXXX XXXX in XXXX, MA. On XX/XX/XXXX, I brought the laptop to the XXXX XXXX return counter in XXXX, MA. They instructed me that I had to go to the XXXX XXXX counter, despite my insistence that the computer was being returned for a replacement, as per XXXX XXXX posted return policies. The gentleman at the XXXX XXXX counter looked at the laptop for XXXX seconds and said that I had damaged it. I explained to him that when the laptop was opened for the first time, this was how the screen looked and that there was no damage ( as he admitted ). He refused to accept the return and told me I would have to pay them to fix it. I refused. That same day, I called XXXX XXXX back to inform them of my experience with the local XXXX XXXX   store. The customer service rep then informed me that they do not accept returns for damaged goods, despite their online return policy stating otherwise. She also refused to accept the return of the defective product, despite their online return policy stating otherwise. I initiated a chargeback with Bank of America on XX/XX/XXXX and was issued claim # XXXX. I was told by their customer service rep that I would receive more information in the mail requesting additional information. I never received any mailing asking for additional information or any other information. On XX/XX/XXXX, I received a letter from Bank of America informing me that my claim for chargeback was denied. I sent in a statement and rebuttal of that decision on XX/XX/XXXX, after speaking with their customer service. On XX/XX/XXXX, I received another letter stating the claim was again denied. I purchased a product from XXXX XXXX that was delivered defective. I attempted to exchange the product as per XXXX XXXX XXXX  policies posted. I was denied by XXXX XXXX, despite their posted policies. I initiated a chargeback with Bank of America. Despite proving my case, the denied my claim. The paperwork from XXXX stated that Bank of America did not process their paperwork in a timely fashion and was denied due to the claim being submitted beyond the 30 days required. I filed my paperwork timely, as agreed. 

In addition to the above complaint, Bank of America has tried to contact me via telephone after I made several complaints to regulatory agencies. I wouldn't consent to Bank of America recording the call and they terminated the call. I don't trust Bank of America for obvious reasons.

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