Consumer complaint received 2018-10-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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:
1. On XX/XX/XXXX, I called Bank of America ( BOA ), as merchants bank to request a chargeback in the amount of {$9000.00} insofar as merchant did not provide me with products and services that I signed up in advance. 
2. BOAs representative informed me that I needed to request the chargeback in writing and provided me with Case No. XXXX. 
3. On XX/XX/XXXX, I faxed, a copy of Case No. XXXX FTC v. XXXX et al ( XXXX XXXX XXXX ) along with supporting documents to FTCs claim. 
4. On or about XX/XX/XXXX, I received what it seems to be a standard letter dated XX/XX/XXXX, from BOA advising me that it would research my inquiry under Case #  XXXX. 
5. On or about XX/XX/XXXX, I received what it seems to be another standard letter dated XX/XX/XXXX, from BOA stating that it would need additional information to continue investigating the {$9000.00} charge under Case # XXXX. In that letter, BOA also stated that I would not required to pay any part of the amount in dispute, that the merchant may require that you try in good faith to correct the problem with the merchant and gave a XX/XX/XXXX deadline for me to respond to its request. 
6. On XX/XX/XXXX, under Case # XXXX, I responded to BOA and notified it that under Claim # XXXX, I had filed a complaint with the FTC against merchant. 
7. On or about XX/XX/XXXX, I received what it seems to be another standard letter dated XX/XX/XXXX from BOA stating that it had completed its investigation and that it had determined that there was no billing error. However, it asked for further documentation. 
8. On XX/XX/XXXX, I faxed copies of merchants catalog and advised BOA that the bases for my request were not a billing error, but it was because merchant did not deliver the products and services as listed its catalog. 
9. On or about XX/XX/XXXX, I received what it seems to be another standard letter dated XX/XX/XXXX, from BOA stating that it was unable to obtain credit from merchant, that it had not received copies of the contract and that it required specific timeframes to initiate and process disputes. BOA assigned Case # XXXX -- different from the original Case # XXXX. 
10. On XX/XX/XXXX, I responded to BOA informing it that I had uploaded, through its website, copies of five agreements. 
11. On or about XX/XX/XXXX, I received what it seems to be another standard letter dated XX/XX/XXXX, from BOA stating that it exercised all available options within the dispute process to resolve the {$9000.00} charge from MOBE MASTERMIND and regrettable it was unable to obtain credit to my account from merchant. Additionally, it stated that it would not respond to any further correspondence relating to this claim. Again, BOA assigned Case # XXXX -- different from the original Case # XXXX and to its XX/XX/XXXX response Case # XXXX. 
12. On XX/XX/XXXX, I requested proof from BOA that it indeed researched my claim with merchant to no avail. 
13. On XX/XX/XXXX, I contacted BOA again, requesting an explanation for its latest communication to no avail. 
14. BOA has been merchants acquiring and merchant bank for several years. It should be aware of the merchants illegal actions to bilk people of thousands of dollars and seems to be an accomplice to merchants actions. 
15. I have worked with other banking institutions regarding this same merchants bilking issue and the process has taken for such institutions to investigate between 60 and 90 days insofar as they, for real, have taken the matter seriously. These institutions have provided me with a temporary chargeback, reimbursement of interest and freeze to the balance due during the investigation period. I am happy to inform that after the appropriate investigation most of these institutions have provided me with the permanent chargeback except for BOA. 
16. BOA has been very diligent in communicating with me through standardized letters, ignoring my requests, no issuing a temporary chargeback and requesting the minimum payment, which I have religiously made 17. BOA has provided me with no evidence that it has even tried to investigate the matter in question insofar as BOA seems to be the acquiring, issuing and merchants bank.

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