Consumer complaint received 2021-07-08
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:
XX/XX/XXXX I disputed an auto mechanic transaction due to not properly repairing my vehicle. 

XX/XX/XXXX I received notification Bank of America Claims Resolution Department needed additional information due to information received from the merchant. Bank of America attached another customers claim information and personal information to my disputed claim. A BOA Representative acknowledged someone elses information was attached to my claim, apologized, and stated he would get the right information uploaded the message center on the same day in addition to mailing me a copy. 

Between XX/XX/XXXX XX/XX/XXXX I spoke to several managers and supervisors to obtain a copy of the merchant documentation via fax, message center or by mail because I had not received the merchant documentation as promised via the message center on XX/XX/XXXX. Despite my many pleas to receive the appropriate merchant documentation that aligned to my claim I still did not receive the information I needed. 

On XX/XX/XXXX the provisional credit I received was reversed and I received a letter claim # XXXX was denied conflicting with BOA Claim Manager and BOA Claim Supervisors request to extend the deadline. The letter dated XX/XX/XXXX indicated the denial reason : We didnt receive a second opinion letter. 

On XX/XX/XXXX a new Claim ID # XXXX was assigned to my dispute with a 2nd denial letter generated 2 days afterward with 1 more denial reason ( 1 ) We didnt receive a second opinion letter ( 2 ) We didnt receive documentation stating what you were supposed to receive and how it was different from what you received.

Despite being told I would have the opportunity to review the merchant documentation and receiving another customers claim documentation through no fault of my own, deadline extension requests submitted by Claim Manager XXXX & Claim Supervisor XXXX, and my many attempts to receive the information that should have been attached to my claim 2 weeks before my dispute was denied twice within 2 days. 

On XX/XX/XXXX a new Claim ID # XXXX was assigned to my dispute. This would mark the 4th Claim ID. The status of the claim was Researching-Claim Excluded. 

On XX/XX/XXXX BOA Claims Supervisor XXXX confirmed BOA Claims department had received faxed information including the 2nd Opinion Letter. 

On XX/XX/XXXX I finally received the merchant documentation in mail After reviewing the merchants documents, I identified several discrepancies with the merchants claims, fraudulent documents submitted, and the merchant admission he indeed caused damaged to my car that were not considered during the investigation because the claim had already been excluded. 

On XX/XX/XXXX On a call I was advised would be recorded by BOA ; I was told by BOA Claims Supervisor XXXX & BOA Claims Manager XXXX, that my case was in Arbitration and Bank of America does not make the decision of when the claim could be resolved. XXXX advised We ( BOA ) will present our facts so we are arbitrating to Visa why we would like this chargeback to the company and be refunded, and once visa reviewed the case, they will make a ruling. XXXX advised while you are disputing the charge you are not responsible for this part of the balance so I can minus {$1000.00} from my total balance. 

Claims Supervisor XXXX was very kind and professional however I wanted to speak with a Claims Manager regarding the merchant transaction remaining on my statement while the transaction is in arbitration when I am not expected to pay it. I wanted to get a better understanding of BOA Standard Operating Procedures.

I Escalated a complaint to Bank of America Executive Client Advocacy Group On XX/XX/XXXX During a call I was advised would be recorded ; XXXX from Bank of America Executive Client Advocacy Group communicated my claim had been closed and she was sorry.

The merchant has not provided compelling evidence in fact provided fraudulent evidence and admitted to doing improperly repairing my vehicle. Evidence from the Dealership, 2nd Opinion Letter and the Dealer Manufacturer supported the merchant did not follow the appropriate test procedures and improperly repaired my vehicle. 

Bank of America stated they had enough evidence the dealer indeed perform an improper repair and after escalating my complaint to another department they all of sudden didnt have enough evidence.

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