Consumer complaint received 2018-01-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DE
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:
XX/XX/XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX Regarding credit card account number : XXXX I would like to ask for your assistance, as Im not able to resolve my current situation with my credit card issuer ( Bank of America ). I had an account with this company since XX/XX/XXXX and I used to carry a high revolving balance between {$15000.00} to {$20000.00}. In past few years, I have changed my spending habits and I maintain a lower balance between {$5000.00} to {$7000.00} ; therefore, Im more careful in reviewing my activity on a monthly basis. 

About eight months ago, I noticed a reoccurring {$9.00} charge from XXXX XXXX. I no longer want that service and Ive tried to cancel and dispute this transaction with Bank on several occasions. Because, I enrolled in the service, the Bank is taking no part in the dispute process. They advised me that I must cancel the service myself ( no problem ). 

I have no objections in trying to cancel the membership myself, but here is the problem - I dont remember the user ID utilized at the time of enrollment ; therefore, I cant process the cancellation online ( Ive already tried several times ). Then, I decided to contact the merchant by phone through the telephone number listed on my Bank of Americas credit card statement ( XXXX XXXX XXXX NY Ref Number XXXX ). The phone number is not active and when dialed, I get the following message The phone number you have dialed is not in service, please check the number and try again. Thank You. 

I have contacted the Bank and informed them that they are disclosing inaccurate information on their credit card statement and asked for the correct phone number they blame the merchant and they dont provide their customers with a correct phone number or mailing address to be utilized for mail in disputes directly to the merchant ( no problem I could do that )? 
If as a customer Im communicating to the Bank that they are disclosing incorrect information on their billing statements, should the Bank be held responsible to reach out to the merchant and correcting the discrepancy? Of course not, this is an additional charge the Bank benefits from. 


Since this information is negatively impacting me and any other customers that are in the same situation, the CFPB may want to consider UDAAP action against this Bank? 

Since the monthly charge continues, I asked the Bank to change my account number and upgrade it to a rewards program. The account was upgraded and through their welcome kit ; I received the regulation Z disclosures with an insert stating that I needed to contact any merchants that were processing reoccurring charges on my account and provide them with the new account number to avoid servicing delays. However, the charges from XXXX have continued to automatically roll to my new account number? Is that a regulation Z violation ( disclosing information that is inconsistent with their business practices )? 

All I want is to cancel this membership and save {$9.00} monthly. I dont want any credits for retro-active charges. The Bank should provide me and all other customers with the correct phone number on the credit card statement so that I can call this merchant directly or honor my pervious disputes associated with this reoccurring charge ( charge back the fees to the merchant ). 

Sincerely yours, XXXX XXXX XXXX

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 non-monetary relief