Consumer complaint received 2019-05-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
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:
In XX/XX/XXXX I purchased XXXX XXXX XXXX from XXXX ( I did not use my BoA card for this purchase ). 

XXXX XXXX is advertised to have a free federal AND one free state e-file. I did my taxes on XX/XX/XXXX and e-filed my federal return and one state return, which was supposed to be free. XXXX charged my BoA card on XX/XX/XXXX for {$44.00} for a state e-file. 

On XX/XX/XXXX I disputed the charge in its entirety. BoA requested supporting documentation later that same day, so I sent BoA a screenshot of the XXXX XXXX software on my computer as well as a screenshot of XXXX XXXX own website showing the XXXX software is supposed to include a free state e-file. 

On XX/XX/XXXX BoA sent me an electronic communication stating my claim was denied. I called BoA that same day and spoke to a rep in the Claims department who notified me what BoA wanted in order to move ahead with the claim was my receipt from when I purchased XXXX XXXX. BoA told me the only ways to send the supporting documentation was either via fax or mail, for some reason they no longer accepted electronic submissions of documentation, even though BoA was fine with electronic documentation on XX/XX/XXXX. 

I was provided a fax number of XXXX-XXXX-XXXX, and was told once received it would be processed within 24 hours at the maximum, and I was told by the rep I only needed to include my case # on the fax cover letter. I faxed the sales receipt and the cover letter with my case number on it to BoA twice on XX/XX/XXXX early in the day. 

Over 24 hours have passed and I have not received any communication from BoA, so I called their customer service department and explained I was trying to verify receipt of my fax regarding my claim. BoA then transferred me to five different departments, those being customer service for personal credit cards, small business credit card customer service, small business credit card disputes, debit card/ACH disputes, and back to customer service for personal credit cards. Not a single BoA representative was able to provide any kind of assistance regarding where my fax was, what the status of the dispute was, nothing. All told I was on the phone for over 45 minutes, most of that time spent waiting on hold. 

I do not believe BoA has any interest in following up regarding the dispute I submitted. I also find it suspicious that BoA initially requested information be submitted electronically, then stated information could only be submitted via mail or fax, likely because BoA realizes most people will give up if the avenues of communication become limited and the dispute process becomes increasingly difficult. 

I have the information BoA requested for my dispute to proceed, but BoA is making the information impossible for me to submit, and when I do submit said information BoA can not locate it. When I try to contact BoA I get transferred between different departments endlessly, and none of their reps are able to assist me.

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