Consumer complaint received 2017-08-19
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 filed a dispute with Bank of America due to a travel charge from XXXX for the amount of {$1900.00} on XXXX XXXX, XXXX. It took Bank of America over one month ( not until XXXX XXXX ) for them to even respond to my dispute with a letter to state they would do a provisional credit on my account. During this month that it took BOA to even do a provisional credit, I had still been in contact with XXXX to process a refund. During this time, XXXX 's representatives assured me they would process a FULL REFUND and I even had an email stating that they would honor this. However, instead of a FULL REFUND, XXXX only refunded me half of the amount. I made Bank of America aware of this and even sent in all documentation showing proof of communication with XXXX for a FULL REFUND. BOA then stated that they would send in this dispute with my documentation and that I would have to wait 45 days for the merchant to respond. XXXX then responded that they had a no refund clause and would not refund me the second half. I did not hear from BOA about the merchant 's response and had to call in to get more details. I was then told I would receive a letter stating the merchant 's response and that I could refute their response and continue the dispute. I never received this letter from BOA despite having asked for it to be mailed several times. I then wrote in my disagreement with the merchant 's response to BOA on XXXX XXXX, XXXX and was told that this dispute would then go to a third party arbitration. Up to this point, I still have not received a call or a letter from BOA about the progress on this dispute. Then surprisingly to me, I see that the provisional credit for half of the amount ( {$960.00} ) was then charged back on my card on XXXX XXXX, XXXX. I then called into BOA on XXXX XXXX, XXXX to discuss this charge back and why the dispute had not gone into arbitration. BOA simply stated that the dispute ended once the merchant responded they had a no refund policy. I then inquired why I was told it would go into arbitration and they stated that I did n't provide a credit memo and that my email was not a valid source of documentation showing proof that an XXXX agent would refund me the full amount. This has now led me to report BOA through the Consumer Financial Protection Bureau because this is unfair and unjust treatment to consumers. Not only has BOA neglected to communicate any details about the dispute, but have unwillingly tried to resolve the dispute in their customer 's favor. Instead, BOA takes a laissez-faire to disputes because it requires for them to do more work on their behalf. They also do not properly communicate anything to their consumers as I have not received any letters about the progress of this dispute or even that they would charge me back. BOA has the WORST customer service especially in regards to their dispute department and I have never experienced this type of terrible service from all other credit companies. This has now led me to believe that I should cancel my card and stick to my XXXX XXXX and XXXX cards.

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