Consumer complaint received 2020-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
On XX/XX/XXXX I attempted to purchase a {$1700.00} sauna from a website called " XXXX XXXX XXXX XXXX  '' ( XXXX : XXXX ) who's parent company is called XXXX XXXX XXXX XXXX I hit the purchase button after giving my credit card information and nothing happened..no confirmation - nothing. So I clicked on " purchase '' button again. Again, no confirmation. The page never refreshed or loaded. I began to worry that this site was potentially fraudulent and I called the 800 number listed on the site. I left a voicemail that night asking that the company please cancel any purchase or purchases that may have came through that night. I also contacted my credit card company, Bank of America and asked them to stop any payments to that company. 

I was in fact charged twice that day XXXX $ and again {$1700.00}. I disputed the charges online and on XX/XX/XXXX I was refunded for one purchase ( XXXX $ XXXX then on XX/XX/XXXX I was refunded another XXXX XXXX I thought that was it. I actually went to another bath shop and successfully ordered and received a sauna for XXXX $ through XXXX. You can see that charge literally the same day after the XXXX $ charges. 

Later on XX/XX/XXXX I was charged {$1700.00}. I again disputed the charge and was refunded on XX/XX/XXXX. 

Then again, on XX/XX/XXXX I was charged again XXXX XXXX I have spoken to COUNTLESS representatives at Bank of America in addition to a man named XXXX at XXXX XXXX XXXX  XXXX in Virginia who reports he NEVER had any orders from me from that site at all. He could never find a confirmation or my order whatsoever and on his end later he did see where his parent company refunded my charge of {$1700.00}. 

Bank of America continues to treat this as a " duplicate charge '' meaning I was charged twice for the same item and one of these charges should be valid. However, as I've explained above and to several different people at Bank of America ( including XXXX in Tennessee, and XXXX in Tennessee, XXXX, XXXX XXXX Executive Advocate Claims Customer Care ) I never wanted either of these purchases to go through. I never EVER received a confirmation or email or receipt from XXXX XXXX for Less and I NEVER received any goods from them. I feel as though I have hit a wall. I have spent hours with my OWN bank trying to explain this story and over and over they dont seem to get it. I am at a loss. I do not want to pay XXXX $ for an item I never received. A purchase I asked them to CANCEL. 

Please help me. Its been 6 months of back and forth and I've gotten no where. I've spent hours on hold and dont know if I need to hire an attorney or what recourse I have. I am not sure if theyve charged me interest on this purchase, I pay off my card each month minus the balance of XXXX XXXX In fact, on the most recent letter from BOA stating that the dispute is resolved and I owe XXXX $ it also says the time frame to dispute is expired because it's taken SOOOOOO long for them to figure this out.

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