Consumer complaint received 2022-03-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
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:
Thursday XXXX XX/XX/XXXX HOME ADDRESS XXXX XXXX XXXX XXXX XXXX, SC XXXX EMAIL : XXXX CELL PHONE XXXX My XXXX XXXX XXXX XXXX XX/XX/XXXX. Her partner of over 35 years, XXXX XXXX, who was also XXXX XXXX, was left living alone. On XXXX XX/XX/XXXX, I contacted XXXX XXXX to purchase a emergency monitoring service for XXXX XXXX. A charge of {$320.00} was placed against my Bank of America XXXX XXXX XXXX ending in XXXX. This charge was for an Active Guardian with a protection plan. At the time I established this account, I plainly stated that I was not responsible for any additional charges that might occur. On XXXX XXXX, I contacted Medical Guardian and told they that XXXX XXXX had not been able to get the Active Guardian setup and working. The offered to sell me a different product, a XXXX XXXX, with protection plan. A charge of {$620.00} was placed against my XXXX XXXX XXXX ending in XXXX. Unfortunately, XXXX XXXX XXXX was never able to get this device to work either. XXXX XXXX passed away XXXX XX/XX/XXXX. Although I was due a refund, there were many good reasons why I did not bother to contact XXXX XXXX. The stress a XXXX, a national pandemic and all the problems that have gone with it, as well as my being a XXXX XXXX XXXX XXXX citizen, my focus and concentration are not what they used to be. 
Sometime during XXXX, Bank of America replaced my XXXX XXXX with a Bank of America XXXX XXXX XXXX XXXX ending in XXXX. In XXXX of XXXX, Medical Guarding placed two charges on this account, one for {$350.00} and the other for {$560.00} I immediately contacted Bank of America and inquired how XXXX XXXX was able to place charges against a Credit Card Number I had not given them or authorized them to charge to. I further explained that these new charges were for XXXX XXXX XXXX for someone who had been dead since XXXX XX/XX/XXXX ( seven months prior ). Every month since, I disputed these charges and there have been partial credits given me by Bank of America and Chargebacks by XXXX XXXX placed on my Bank of America XXXX XXXX XXXX XXXX ending in XXXX. 
I have spent more than forty hours going back and forth between Bank of America and XXXX XXXX. The final answer from Bank of America was that even though the original charges were against a credit card that was closed, they were authorized to allow the merchant to charge to my credit card that replaced it. There were some credits that were issued that I am sure offset some of the {$920.00} of new charges place on my Bank of America XXXX XXXX XXXX Card ending in XXXX, However, the results of the last investigation by BOA stated that part of the charges were valid because the MERCHANT was able to prove that they were? XXXX XXXX stated that the credits they had they supposedly gave me had all been refunded to my XXXX XXXX card, which is closed and I no longer have access to any of these statements, I am so confused, During my many conversations with XXXX XXXX, they at first told me that I had not cancelled the account. I was told that I had to fill out the form and I would get a full refund. I submitted the required form. When refund didnt happen, I called again, and they told me that they had sent two devices that hand not been returned. I pointed out that I had the protection plan which I was told would cover loss or damage to the equipment. After much discussion, aging I was told that I would receive a refund. When I still didnt get a refund, I called XXXX XXXX again. The person I was talking to this time discovered that there was a second account that had been opened for the second device they sent ; I had no idea of this. I was told that I would have to submit another cancellation form to cancel this other account. Then I was supposed to get my refund. I submitted the required form. A new charge by Medical Guardian of {$560.00} was on my XXXX statement for the Bank of America XXXX XXXX XXXX XXXX ending in XXXX. I called XXXX XXXX again and they sated that this new charge was a mistake and that I would receive a full refund within five business days. When I still did not receive a refund, I called XXXX XXXX. I was told by the person I was talking to that they could see the note made that I was told that I would receive a full refund of {$560.00}, However, the request for refund had been denied by someone in billing. The person I was speaking to told me someone from billing would call me back. The next day, a XXXX XXXX XXXX from XXXX XXXX Billing called me. After much discussion and argument, he finally agreed that I should not be charged for the equipment not being returned. However, he did state the he could not refund the full amount of XXXX, He stated the reason why he could not refund the full amount was that I was responsible to pay the prorated charges for the monitoring services from the period of time that the original one year of monitoring that I had already paid for which ended on XX/XX/XXXX until the time that I officially submitted the paperwork to cancel the services. 




In summary, Bank of America was wrong to allow Medical Guardian to place any charges on the Bank of America XXXX XXXX XXXX XXXX ending in XXXX. Even after I informed them of the circumstances and that I had not, and did not, authorized XXXX XXXX to place any charges on this card, they continued to allow the merchant to place charges on this account. There have been so many charges and credits, on two different credit cards, one of which I do not even have access to anymore, I honestly do not know what I have paid or not paid. In my opinion, XXXX XXXX is guilty of unethical and fraudulent business practices. There was no disclosure of their intent to continue to charge my credit card nor of what the cancellation policy was. It is bad enough that XXXX XXXX never was able to get any of the monitoring equipment setup and working, but to charge me for new monitoring services for someone who had been dead for over seven months is ridiculous! I believe that all the different stories/answers I have given, were done deliberately to confuse me and/or wear me down ; which them have very successfully done. 



SINCERELY, 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 monetary relief