Consumer complaint received 2020-03-25
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:
I do a large amount of purchases with my Bank of America credit card : XXXX ( in the name : XXXX XXXX ) for work and personal needs. Unfortunately, a small percent of those purchase i.e. online order or services turn-out to misrepresented by a merchant, " not delivered '' or outright fraud. 

As is typical of Bank of America credit card disputes department is they sit on the dispute and do not begin an investigation. I'm not talking about being weeks or months behind in their legal requirements to investigate and process a dispute, they do nothing and months later I find : 1. ) No credit has been returned to my credit card 2. ) No communication is sent to the cardholder after this initial " We have received your dispute and will update you ... '' 3. ) No credit to my account has been processed ( as is common practice with all major credit card companies under a disputed status ).

4. ) I " sat on hold for 20-43 minutes each time during the first calls '' to initiate the dispute 5. ) I already discussed the precise details of the issue and rationale of the dispute for the 3 disputes. I completely answered all questions of the dispute dept representative. 

In the last 2 months I opened disputes with : 1. ) Merchant : XXXX XXXX XXXX transaction date : XX/XX/XXXX amount disputed : {$170.00} 2. ) Merchant : XXXX XXXX XXXX transaction date : XX/XX/XXXX amount disputed : {$170.00} 3. ) XXXX  transaction date : XX/XX/XXXX amount disputed : {$75.00} I followed up with Bank of America XXXXs dispute department 2 times after this including today : 1. ) Again, I had to call back many weeks later to sit on hold for 20 minutes and sometimes up to 1 hour in order to talk to a customer service rep.

2. ) I was told they " still can't process a credit to my account for the amounts in dispute because they haven't started their investigation yet. '' They say that they have, but nothing has been done or started and the matter is still " stuck '' without any movement or processing a credit to my credit card account.

3. ) The merchant has NOT even been 
notified of the dispute as they keep billing me each month for the same thing.

I find the above completely unacceptable and perhaps illegal to fail to process a credit card dispute under the credit card and consumer protection laws.

In XX/XX/XXXX I had a dispute that was never investigated by Bank of America and a credit was never processed nor was there any further communication by Bank of America.

I fully expect the same excuses from the management of the Disputes Dept. When I call I hear all the same excuses, false reassurances that " someone is working on it '' like in XX/XX/XXXX only to find an entire year has passed without any further communication from Bank of America nor a credit to my account for the dispute.

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