Consumer complaint received 2019-09-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
Dear Consumers Financial Protection Bureau I have an issue that I have been trying to resolve since late XXXX of this year. I made several orders on a website called XXXX, which sells gift cards. I purchased 3 XXXX gift cards from them in the form of two separate orders. The first order was made on XX/XX/XXXX, it consisted of two gift cards, one that valued at {$110.00} and the other valued at {$130.00}. When I received them, the two gift cards has {$0.00} in both. On XX/XX/XXXX I had purchased the 3rd gift card that valued at {$72.00}, but the card only had {$11.00} upon being received. On XX/XX/XXXX, I emailed XXXX customer service and informed them of the problem with the gift cards. I had gotten no response back within the day, thus I proceeded to call their customer service number but there was no answer. Within a week I still had no response from XXXX, so I contacted my bank, Bank of America which is the credit card I used to purchase the gift cards. I informed them about the situation with XXXX and they redeposited the {$320.00} used to purchase the gift cards back into my bank account and told me they would investigate the situation with XXXX. 
I finally received a reply to my email on XX/XX/XXXX from XXXX stating they would help me by contacting XXXX support about the gift cards and call me back when they received an answer. After that I did not get any responses from them. 
On XX/XX/XXXX, I saw that the {$320.00} was taken out of my Bank of America account. I called Bank of America credit card to ask them why that was, they informed me that during their investigation they could not get into contact with XXXX and needed evidence sent to them about all our inquiries with XXXX. I sent them the emails and replies that I had with XXXX customer service. I was awaiting for Bank of America to continue the investigation and get back to me. I went out of town and came back around XX/XX/XXXX and got a letter from Bank of America, that was dated XX/XX/XXXX when they sent it, informing me I needed to send in documentation proving I was scammed by XXXX by XX/XX/XXXX. The time frame in which I was allowed to do this task was limited to 8 days, but the mail was sent out during the time I was out of town. I call Bank of America credit card to inform them immediately that I was out of town and to request that they allow time to continue investigating my case. They told me I needed to get into contact with XXXX again and that they would open a new case for me. I tried my best to email and call XXXX again to ask them to process me a return as the gift cards were empty or missing the proper amount, that was on XX/XX/XXXX. 
Bank of America sent me another letter on XX/XX/XXXX to inform me that my new case has been closed again due to lack of evidence provided to them. I called Bank of America again to inform them that I emailed XXXX, but the customer service provider was very rude and denied to keep my case open as it passed the time frame they gave us. 
XXXX did not email me back until XX/XX/XXXX, telling me that based on their website policies, they would not issue refunds or replacements after 45 days since purchase. However, I had emailed them before, but they never resolved my issue and waited until the time limit had passed to let me know I cant even get a refund. 
I emailed XXXX back to inform them that they were mistaken as I had emailed them as soon as I received my purchase and found that they were defective and I could not even use them. Since that email they have not responded to me at all, which has occurred throughout this situation. They take forever to reply to my emails and they have a customer service number : XXXX, which they never answered when I called during their business hours. 
I have been scammed by XXXX and my Bank of America credit card has refused to continue to help me investigate this situation through. I am reaching out to you hoping you can help me solve this issue that I have been struggling with for the past 3-4 months. I will gladly send all documentations for you. I would very much appreciate your help. 
Thank you 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