Consumer complaint received 2020-09-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I purchased a XXXX at XXXX XXXX XXXX on XX/XX/XXXX. The XXXX was promised online to be delivered in 2 to 5 days Her advertising. The shipping information never came up when I purchased the XXXX so I called the representatives who advised me it would be delivered as early as the XXXX or As late as the XXXX. On the XX/XX/XXXX. I received an email that stated that my refund has been approved. I never requested a refund they just automatically refunded my money. I didnt get an option To exchange it they just initiated a refund without my request or permission.. I called customer service at XXXX XXXX and they advised me they werent sure why I was allowed to order the XXXX online at all. Oe why anyone at the call center Advised me of a delivery date Because there was a known problem no deliveries have been made by the vendor since XXXX. They told me they would begin processing the refund in 10 days. The company XXXX XXXX had sold me a XXXX they did not have in stock and the vendor was known to not be for filling orders for. At this point the vendor was also processing refunds at their leisure. This is a true case of fraud ... fraudulent advertising and taking funds when they knew that they didnt have the product to sell and the vendor was not for filling the orders.they were taking consumers monies for XXXX  they knew they couldnt sell because they didnt have them in their stores or in stock and they knew that the vendor could not fill the orders. So now the company had charged my bank account XXXX since XX/XX/XXXX of XXXX knowing they couldnt for fill the order and that they hadnt been for filling the orders since XX/XX/XXXX. And advise me they would begin processing credits in 10 business days. That would have them having my {$430.00} For nearly a month knowing full well they would be providing me with nothing. I called Bank of America expecting that they would be able to at least provide a temporary credit while I waited for the vendor to get around to crediting my funds in whatever timeframe that they saw fit after hanging up with XXXX XXXX. I spoke With XXXX who was quite dismissive about the situation not one ounce of empathy with XXXX and she advised me it would probably be better for me to wait out the 10 business days. Im not sure about you whoever is reading this case but in this day and age of Covid {$500.00} is a lot of money to be out. I had work for XXXX XXXX XXXX previously a new the card company to be reasonable so I need to speak with a manager he would be able to see my concern and provide me with the credit until the company had placed those funds back into my account so I requested to speak with a manager at that point. I was wrong.XXXX ID XXXX the manager as well though advised me they would not be providing me with a temporary credit ../also advise me a temporary credit was not owed to me, and the previous representative did not see it necessary. The bank should be protecting their customers against fraud. XXXX as well as XXXX his customer service representative Did not protect me against fraud in this situation. This was an example of extremely poor customer service, lack of empathy and In a situation where I have been a customer for over 25 years and should have been protected against A situation Where I was promised goods or services that could not have been delivered it was impossible and a major Corporation took my money knowing that it could not fulfill an order then decided it would leisurely return my money at their discretion, Bank of America brags on his ability to be able to protect its customers with the use of a debit card stating that they provide protection that cash doesnt well if I had walked into that store that day with cash I wouldve walked back out with my cash because that XXXX wasnt there. I should have been provided a temporary credit so that I would not have to worry about coming up with additional funds to purchase back on to another vendor should it come in stock.

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