Consumer complaint received 2020-05-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
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:
This is XXXX XXXX. I am writing this statement for more information on my claim ( XXXX ). The amount of {$3400.00} against XXXX I placed this order on XX/XX/XXXX, online via XXXX. The order was for three ( 3 ) XXXX  XXXX. Two ( 2 ) XXXX XXXX XXXX XXXX XXXX XXXX and one ( 1 ) XXXX XXXX XXXX   XXXX XXXX XXXX XXXX. I initially contacted XXXX via chat and they told me they phones were compatible in the united states, learning that information I proceeded to purchase the phones since they were slightly cheaper than in the United States and I was told they would work here. When I received the phones on XX/XX/XXXX, the next day XX/XX/XXXX I went to XXXX  to activate the phones and was told that they were an overseas model and they would not work on my network here in the United States. 

I proceeded to try and contact XXXX via email for weeks and weeks, they only can be contacted via email since it is an international company and their phone number is not toll free, I would be held liable to pay hundreds of dollars for the amount of time I would have spent trying to figure this out. I was told to return the phones, but I would be held liable for the return charge. I went everywhere to get a quote and was told {$300.00} for XXXX and that USPS would not ship to XXXX. After months or arguing I finally in XXXX got XXXX to agree to refund me for my shipping charges on XX/XX/XXXX. I then finally went to the XXXX store located on 23 mile and XXXX XXXX in XXXX, MI. Where XXXX who is the manager processed the package where I was charged {$290.00} to my Bank of America card ending in XXXX to return the 3 phones back to XXXX, XXXX tracking XXXX. 

The package arrived in XXXX on XX/XX/XXXX and sat in the warehouse awaiting delivery or acceptance from XXXX till XX/XX/XXXX where it was marked as DELIVERED on XX/XX/XXXX at XXXX XXXX  then processed for return to sender due to XXXX not inquiring or attempting to get the package as they were told via email multiple times. During that time, I was called by the manager at the XXXX store to call or email XXXX to tell them to get the package as he feared this situation would arise from the get-go. They ignored my emails in which from XX/XX/XXXX to XX/XX/XXXX I emailed them multiple times a day arguing for them to contact XXXX and they ignored, and told me to wait and they would receive it. I emailed them every day as I was checking the XXXX tracking multiple times a day awaiting an update on delivery till, I had seen it as marked delivered. Tracking shows it was delivered and signed for on XX/XX/XXXX ( image from XXXX website shows such ). It now shows it is being returned to sender, I am not sure what is going on. XXXX since that day has not returned any of my emails or attempted to contact me. 

You guys can see that they gave me a partial refund of {$290.00} to my credit card and that was for the shipping charge as promised. They still owe me for the 3 XXXX which they have not. I was forced to file this dispute in order to be refunded. I know I will be on the hook for the {$290.00} for the return shipping which I am fine with, but I need to be credited for the rest as I have done my part and returned the phones. I have a copy of the tracking and receipt from the 23 mile and XXXX XXXX XXXX store managed by XXXX and the content and value were verified hence why I was charged {$290.00} to cover and insure the value of the contents of the package at a value of {$3500.00}. 

Over the course of this situation I have sent well over 150 emails back and forth trying to get a refund and these phones back to them and not till XXXX of XXXX I finally got them to agree. 

I hereby agree to continue to dispute this charge, I have proof of sending the three ( 3 ) XXXX back. Proof of delivery, and proof of payment for the shipping charge as shown on my card ending in XXXX. I should be refunded in full, XXXX  as of today XX/XX/XXXX has not responded to any of my emails or refunded me for anything outside of the {$290.00} for the return shipping they agreed to do so. 

I did my part, I have all the proof saved on my computer from emails sent, to emails received ( very few responses til XX/XX/XXXX ) If you guys could open the online portal, I could send emails and whatever else is needed. On XX/XX/XXXX I had initially uploaded the XXXX   receipts and the screenshot email showing if I returned the phones that I would be refunded in full and that they would cover the return shipping. PLEASE REFUND MY MONEY! THANK YOU Account number ending in : XXXX Case number : XXXX Please confirm this statement is accurate by providing a signature and date. 
I am not satisfied with the quality of the goods or services I received from XXXX XXXX  XXXX. I requested that credit ( s ) of {$3400.00} be issued to my account, which I have not received. Enclosed is the documentation you requested. 

Bank of America has not contacted me to fix the issue or the case, i have provided them with receipts, information to contact XXXX store manager, i paid with my own money to send the items back, have shown proof of them delivered in XXXX. 

They will not work with me and every time i call they give me the run around and keep telling me to wait yet wont let me upload any documents i have such as the receipt, tracking number. I have never experienced this before from any company. Any other company this would be a QUICK open and shut case in my favor considering i spent {$290.00} to send the items back with my own hard earned money and my credit card company is trying to make me lose $ XXXX  in the process.

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