Consumer complaint received 2022-05-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX : I bought an e-gift card. The recipient never received it. I tried to get my money back and couldn't do so without info from confirmation email. I disputed the transaction with my bank. The bank said the charge was valid. I had no gift card and no {$100.00}. Bank reversed xaction and took {$100.00} back out of my account. Merchant says the gift card was suspended and that's all they know. Merchant refers me to 3rd party that can only be contacted via email. The emails sent to 3rd party all have auto replies stating to contact bank. I finally found email from merchant that stated the xaction was cx and gift card was suspended as of XX/XX/XXXX. I reopened dispute transaction claim and was denied again and again by bank and referred to Merchant- who refers me to 3rd party vendor - who refers me to my bank- who refers me to the Merchant. 
XX/XX/XXXX. I still have no gift card or money. 
XX/XX/XXXX : * Purchased a {$100.00} XXXX ( XXXX ) e-gift card XXXX  B delivered via SMS * Rec'vd Email : Gift Card Not Opened XX/XX/XXXX : * Text still not rec'vd by daughter for gift card * I called XXXX and was told they couldn't help me without the order # from confirmation email. I couldn't find confirmation email at that specific time. 
XX/XX/XXXX : * I disputed the transaction online on bank website XX/XX/XXXX : * Bank reversed {$100.00} temporary credit XX/XX/XXXX to XX/XX/XXXX : Contacted XXXX & XXXX XXXX XXXX XXXX XXXX XXXX  via phone, chat, and email. A copy of the order confirmation e-mail was resent to me. Received duplicate confirmation email of gift card order to get order #. I clicked on the link in the email to see if the card and pin worked. The PIN DID NOT WORK. After clicking on link in email, I received an auto reply from XXXX that the gift card was opened. 
( VERY IMPORTANT!!!!! -- GIFT CARD OPENED ( LINK CLICKED ) FOR 1ST TIME IN XX/XX/XXXX & GIFT CARD WAS CANCELLED ON XX/XX/XXXX ) XX/XX/XXXX to XX/XX/XXXX : XXXX yr. old mom was hospitalized and in rehab during that time. I'm her caretaker and only child. As a result, I wasn't able to respond to or provide additional info for my claim. During this time, my claim was denied again after I provided more info. After not getting my money back from my bank, I focused on trying to use the card- not knowing the card had been suspended since XX/XX/XXXX. I couldn't use the card and then focused on getting my money back from XXXX or XXXX. 
XXXX XXXX : Went to banking center and a specialist looked at the emails. He called the dispute xaction team on my behalf. They said that I opened and used the gift card on XX/XX/XXXX ( the email that stated the gift card was opened ) Please keep in mind that the card had been suspended since XX/XX/XXXX. 
XX/XX/XXXX : Sent fax to bank with the info. and docs collected from chatting, calling, and emailing XXXX and XXXX. 
XX/XX/XXXX : Received Claim Denial based on merchant providing proof that the transaction was valid and I waited until XXXX before submitting additional info. I didn't think to mention that I was dealing with a family medical emergency with my mom being so sick. 
XX/XX/XXXX : Found Email from XXXX dated XX/XX/XXXX that the transaction from XX/XX/XXXX was cancelled and the gift card was suspended. I went to the banking center and was helped by a relationship specialist whom conversed with the dispute transaction dept at length to found out why I wasn't given my money back yet. She faxed in the signed statement requesting my claim be reopened and the additional info considered. 
XX/XX/XXXX : I was denied again based on the fact that services were rendered on XX/XX/XXXX and that it was delivered electronically on XX/XX/XXXX. After this denial, I reached out to XXXX and XXXX again to get proof that I never used the gift card. 

XX/XX/XXXX & XX/XX/XXXX : I contacted XXXX again via chat & phone to get proof that the gift card was never used and only got an email to contact XXXX  via Email. 

** As of XX/XX/XXXX, my bank says that I used the card on XX/XX/XXXX. Earlier, they said I used it on XXXX XXXX when I got the email stating the card had been opened. However, the card or a link to the gift card was not clicked until XX/XX/XXXX - 5 weeks after the gift card was suspended. I have a screenshot from my phone on XX/XX/XXXX showing that the gift card hadn't been opened before then, and even then it was I also have an email from XXXX dated XX/XX/XXXX that states the gift card wasn't opened. No one in our household had a XXXX account until XX/XX/XXXX. 

Please remember that the card was suspended on XX/XX/XXXX. I have spent several hours via phone, chat, and email contacting XXXX and XXXX Gift Cards ( LGC ), 3rd party that handles XXXX 's Gift Cards. 

*XXXX  - says to contact XXXX  via email & they will handle it b/c they ( XXXX ) can only see that the gift card is suspended. According to XXXX, there is nothing they can do to help me and can not provide documentation proving I didn't use the card. They also stated that the only way they ( XXXX ) or anyone else can contact XXXX is via email. When asked to speak to a manager, they say that the escalation can go no further and hang up on you. They only send you an email with a link to email XXXX. 
*XXXX  - automated replies via email only. There is no contact information for them anywhere -except an email address. The automated replies and email chain is attached. They say to contact my bank. 
* Bank- says to contact XXXX XXXX XXXX for a resolution. 
* I do have deposits from XXXX as a XXXX in the amounts of {$7.00}, {$140.00}, {$78.00}, and {$690.00}. I don't want anyone to think those were payment in any form for the {$100.00} gift card purchased. 
* I did not know I was purchasing the gift card from or through XXXX XXXX XXXX. I have not been able to find a phone number for the business. Theyre not a member of the XXXX XXXX XXXX XXXX 
* Please refund {$100.00} for gift card. The recipient didn't receive the gift card via SMS prior to XX/XX/XXXX. I called to get more information and didn't receive any help because I didn't find the confirmation email with the order details prior to XX/XX/XXXX. The transaction was cx and gift card was suspended on XX/XX/XXXX b/c I disputed the transaction with my bank. My bank will not give me my {$100.00} back and all I get from XXXX is an auto reply email telling me that they will handle it with my bank. The bank tells me that XXXX verified the transaction. I just want my {$100.00} back. XXXX says the card was suspended and that is the only info they will give me. I also requested something in writing stating I didn't receive the gift card and was not reissued a replacement card. I also submitted a request on XXXX 's website to be contacted about the issue and didn't receive a response.

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