Consumer complaint received 2020-04-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
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 filed dispute with BofA against XXXX XXXX  XXXX ( XXXX ) in XX/XX/XXXX for an amount of {$2400.00}. I provided over thirty pages of documentation supporting my dispute. I highlighted instances where XXXX personnel where confronted with lies, which were not denied, or challenged. XXXX agreed to complete the work needed ; however, because they were not trust worthy I expressed my desire for a credit to get the work done elsewhere. At this point, XXXX became disgruntled and cut off communications after accusing me of extortion. I informed BofA of XXXX despicable accusation and they informed me not to contact XXXX from that point on, which I complied. 

BofA claimed they hadnt received the required information by the XX/XX/XXXX deadline and closed the claim, even though the information was faxed to them on XX/XX/XXXX. Once I realized the claim had been closed I called them, they reopened the case and later applied a credit in XX/XX/XXXX. 

BofA once again closed the claim in XXXX of XXXX, claiming that information had not been forwarded ; however I never received any notification for additional information in the form of a letter, email, phone call, or text message. All I received was a notification that the case was closed. This is in stark contrast with the messages I received persistent text messages for an account balance that was under dispute, and rightfully should not be up for collection in XXXX of XXXX. 

I called and they reopened the case, but didnt remove the charge from my account. 
XX/XX/XXXX I forwarded the additional information requested and have yet to receive a response on my claim status after several follow ups with BofA via phone calls. I also requested details of BofAs dispute process : what has happened, what their procedures are to better understand what has happened to determine what actions theyve taken on my behalf to resolve this dispute. They have ignored these requests. 

XX/XX/XXXX, with only the disputed balance on my account, BofA started forwarding collection messages, even though the claim is still pending, and has been open for roughly six months. 

After receiving collections notices, I called my local branch to have them reach out to the disputes department about the collection efforts that I believed should not be happening. Disputes told local rep that the amount would be removed from my account and a letter would be sent notifying me of the credit while the investigation was pending. 

A week or so after receiving no letter, I called the dispute department. They informed me that the charge would not be removed and the dispute would be escalated. 
XX/XX/XXXX, I called BofA for a status update, only to hear that they will not do anything to escalate the resolution of the case, and will not remove the charge until the case is complete, even though it was their error why the charge was reapplied to the account.

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