Consumer complaint received 2018-10-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
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:
Date : XX/XX/2018 RE : A complaint against Bank of America Credit Card Service Account number ending in : XXXX Case number : XXXX Date on XX/XX/XXXX XXXX Date on XX/XX/2018 I filed a dispute, with B of A, on XX/XX/2018 against a service that I contracted with XXXX XXXX XXXX , ( service Ref. No. XXXX ) To Whom It May Concern, On, XX/XX/2018 I called B of A, my credit card company, to dispute XXXX XXXX moving services deposit charge of {$1000.00}. I used B of A credit card for the moving service that I had signed and initiated electronically on XX/XX/2018 and cancelled and disagreed on the next day XX/XX/2018. 

I signed a service contract with XXXX XXXX XXXX broker rep XXXX XXXX the Senior Moving Specialist on XX/XX/2018 with {$1000.00} deposit. I had cancelled it on XX/XX/XXXX, ( within the 72 hours refund period as stated in the contracts clause thus rendering the contract disagreed and invalid ). My husband and I sent 4 cancellation mails to XXXX XXXX ; ( 1. ) I sent the first email cancellation request directly through the link from the contract document ( with my sons e-mail account ). ( 2. ) Sent to XXXX e-mail. ( 3. ) Sent another email cancellation request through the reply-service from the invoice/billing receipt. 
( 4. ) Sent the fourth email cancellation request to XXXX ( one of the Moving service broker rep ). 
Shortly after, the same day on XX/XX/XXXX, after the 4 e-mail sent out, I received two phone calls, question about the cancellation, one from XXXX XXXX, and another from XXXX in the Customer Service Department. I told them that I do not want the service any more. They both had acknowledged my cancellation notification, and XXXX stated she will like to call me back on Friday, XX/XX/XXXX to see if I would reconsider. I told her no need to call me again, I had made my decision and multiple cancelations massages had been sent already. 

* Please see attachment of 4 cancellations Email Here, the part of the contract clause line Electronic Signature I hereby confirm my signature on the following document : By Signing the document below you will have up to 72 hours to cancel your move. After 72 hours your deposit is non-refundable unless a manager approves otherwiseetc Dates of events : XX/XX/XXXX, signed contract XX/XX/XXXX, Email cancellation and invalid the contract. Received 2 phone call from XXXX XXXX. One from XXXX XXXX and the other from XXXX XX/XX/XXXX, I filed a Dispute to B of A against XXXX XXXX for not refunding. 
I called XXXX XXXX, but NO ONE ANSWERED THE PHONE. 
I left messages yet NO ONE RETURNED MY MESSAGES. NOR HAD ANY ONE CONTACTED ME in regarding about the moving service or anythings in that matter. NO ONE PROVIDED ANY MOVING SERVICE according to the neither contract. So, on XX/XX/XXXX, I filed a dispute through B of A, my credit card company, B of A issued the dispute, and told my credit is reclaimed. 

XX/XX/2018 I received a letter/package, dated XX/XX/XXXX, from B of A stating that XXXX XXXX faxed them a document and B of A after thorough examination, made a decision against me, did a charge back for XXXX XXXX, and awarded my money back to them. The letter included a document notes that was faxed, dated XX/XX/XXXX, from XXXX XXXX, XXXX XXXX XXXX XXXX XXXX sent them. All these events were unknown to me until I received B of As letter on XX/XX/XXXX. XXXX XXXX faxed, on XX/XX/2018 to B of A, FALSELY CLAIMED that I phoned them on XX/XX/2018 and talked to a staff about cancellation and the date of the call had exceed the 3 days cancellation clause in the contract, thus the contract is valid and we can not get the deposit back according to the contract clause. 

XX/XX/XXXX filed a complain to XXXX Case # XXXX ( Ref # XXXX ) XX/XX/XXXX XXXX XXXXThe Director of Communications for XXXX XXXX XXXX who is the person been pointed to the case. 

XXXX claimed/ and my respond She claimed, I did not properly cancel the service because I did not send the e-mail cancellation requested to XXXX stated exactly in the contract. 
My respond, if I did not properly cancel the contract, then where is my moving service? There was NO SERVICE been provided? 

She claimed, I called in on XX/XX/XXXX and spoke to one of the representative, and wanted to cancel the service and I was been info that, it has exceeded the 72 hours cancellation period, as XXXX XXXX stated in the letter to B of A. 
therefore I can not get the refund deposit back. 
My respon, The statement XXXX made is False. They were No one answered my call on XX/XX/XXXX and I will like to have XXXX XXXX to show me the proofed of phone record? 

XXXX changes her mind and then claimed ; She stated XXXX is the new business owner she is the one who took my VERBAL cancellation on XX/XX/XXXX by the phone called that I made to her and agree with the cancellation My respon, XXXX called me on XX/XX/XXXX, I DID NOT CALL HER. XXXX HAD SPOKEN TO ME ON XX/XX/2018 after she received my written cancellation e-mail request and acknowledged it, and insisted on call me back on XX/XX/XXXX which I said NO, no need to call me back again. I had already canceled the service request. 


Issue number one : B of A had failed their own contract/ the service with their client ( me, the card user ) by not notifying me in a timely manner so I can respond during the 30 days of B of As review. B of A acted as if they are with authority, exceed even a judge ruling, without giving me, their credit card user, a chance to respond. Such ruling from B of A was in violation of our B of A credit card agreement and my Right. 

Issue number two : And here is a list of their irrelevant excuses all fail to acknowledge they ruled wrongly base on XXXX XXXX false claim of what happen XX/XX/XXXX And continue to insist that there is a contract. 

Issue number three : XXXX XXXX refused to talk to us on the phone. 
Saying since I filed to B of A, it is an issue between B of A and XXXX XXXX. They will not speak to me. And due to B of As actions, XXXX XXXX continue to no refunding. 


B of A has UNLAWFULLY rewarded XXXX XXXX with my money WITHOUT CONFIRMING FACTS. B of A has illegally assumed me guilty without even believing I was innocent. I will not pay for the mistakes and irresponsible behavior that was conducted. And I want the charge and the late fee, and related fee etc to remove from my credit card account. 


XXXX XXXX Info ; XXXX XXXX Senior Moving Specialist ( XXXX ) XXXX XXXX XXXX Custom Service/ ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fax : ( XXXX ) XXXX XXXX XXXX XXXX The Director of Communications for XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX

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