Consumer complaint received 2021-05-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
To Whom It May Concern, The charges of {$1300.00} and {$330.00} ( {$1600.00} total ) to my account on XX/XX/XXXX are in error due to an incomplete fraud investigation performed by BoA between the merchant, XXXX XXXX, and my account. Below a detailed transaction history between XXXX XXXX and my account is provided regarding this dispute. The dates referenced below are the dates on which the charges were posted to my account. 

XX/XX/XXXX : Charged {$330.00} and XXXX ( {$1600.00} total ) by XXXX XXXX. 

Contacted XXXX XXXX in reference to these charges and at the time they could not associate these charges with my furniture order and advised it was fraud. 

Contacted BOA and reported it as fraud. 

XX/XX/XXXX : Refunded by BOA due to fraud, XXXX and XXXX ( - {$1600.00} total ) were credited back to my account. 

XX/XX/XXXX : Charged {$1200.00} by XXXX XXXX for part of the furniture. After several weeks XXXX XXXX told me the outstanding balance owed regarding our order was {$1600.00} and that there was a mixup regarding whether it was fraud back in XXXX. 

XX/XX/XXXX : My account was charged {$1600.00} by XXXX XXXX to pay the outstanding balance. 

XXXX XXXX later told us they could not fulfill complete order in a timely manner. Therefore, we decided to ask for a refund for the furniture that could not be fulfilled and returned the furniture we had received. This corresponds to the charges of {$1600.00} charged on XX/XX/XXXX and {$1200.00} on XX/XX/XXXX ( totaling {$2900.00} ). The relevant furniture that we had received had been picked up ( see supporting document ). 

XX/XX/XXXX : My account was credited - {$2900.00} from XXXX XXXX. 

At this point the charges of {$1200.00} and {$1600.00} paid by me on XX/XX/XXXX and XX/XX/XXXX had been refunded by XXXX XXXX. We have none of the relevant furniture and my account with XXXX XXXX is at net XXXX. 

XXXX : I was notified by BoA that the credit of {$1600.00} from back in XXXX had been reversed due to the merchant giving me credit. However, the merchant gave me credit of {$2900.00} which includes the {$1600.00} amount which was charged to my account on XX/XX/XXXX and the {$1200.00} from XX/XX/XXXX as my account records indicate. XXXX XXXX, therefore, was doubled paid and is now in an excess of {$1600.00}. 

Because B o A did not conduct a thorough investigation, did not contact me at any point-the client, during the investigation to ask for additional information, they concluded the investigation prematurely and incompletely, and ultimately inaccurately paid out the merchant. BoA is now charging me for this. I request the removal of the charges posted on XXXX of {$330.00} and {$1300.00} to my account. 

After several hours on the phone with BoA sorting this out, they agreed the transaction history is self-explanatory and after talking with XXXX, a billing dispute manager from TN on XX/XX/XXXX, I was told I would be receiving the credit by XX/XX/XXXX. XXXX was going to be in on Friday to verify this. This conversation is documented on notes later verified by other BoA employees under claim # s XXXX and XXXX within the billing disputes department. 

On Friday, XX/XX/XXXX, the funds were not credited to my account. 

I was told by BoA I could not speak to XXXX, but should speak to the fraud department. After several hours on the phone I was able to speak to XXXX, a fraud manager, who reviewed the record, agreed with me, and stated I needed to contact the billing dispute department to correct the record and collect the funds. I, again, spent several hours on the phone with the billing dispute department who now told me I could send in a questionnaire by mail to *possibly* receive my funds within 45 days after they review the record. 
This is back-tracking as the record has been thoroughly investigated and is self explanatory. I now have charges of almost {$2000.00} collecting interest on my credit card, am 8  months XXXX, and need help in resolving this.

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