Consumer complaint received 2016-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO
Product: Credit card
Issue: Transaction issue

Complaint:
This complaint is for abusive credit card dispute practices by Bank Of America. I purchased a trailer from All Seasons RV in the early summer which included a XXXX. Please examine the uploaded correspondence sent by me to B of A for the full story, which is based on misrepresentation of the XXXX. Misrepresentation of product is a valid basis for dispute for XXXX, and B of A claims they are bound to follow XXXX rules, yet they do n't. 

I filed a dispute for the {$550.00} charged to me for the XXXX for misrepresentation of the product. I had given the salesperson my age, height and weight and explained that I would travel alone, and would only purchase the XXXX if I could handle it without any help. He promised it would be no problem for me to install and set up the tent by myself, which could not be further from reality. Not only was it not possible, but it was not safe. I made multiple requests to XXXX Seasons RV to return the XXXX and get a refund, but was repeatedly turned down. So I filed a dispute with Bank Of America for the {$550.00}. I have since experienced the following multiple abusive practices by Bank of America that I want to report to the XXXX and get help with : 1. The amount I gave was entered wrong as {$500.00}. I 've repeatedly requested they correct it to {$550.00}, but the bank has refused to correct. 
2. I am not allowed to speak to anyone in dispute. Whoever is processing my claim is not reading the documents sent. They repeatedly ask for items they already have. I am not allowed to point them to the documents they keep re-requesting. Several of the Claims Agents I 've spoken with have easily located the documents that the Dispute department insists have not been sent. 
3. They sent me a list of requests with a deadline of XX/XX/2016. I went to a B of A branch in XXXX and faxed to them everything they requested on XX/XX/2016 and obtained a successful fax confirmation from the branch agent. On XX/XX/2016 the dispute dept. produced a denial letter stating I missed their deadline ( see all B of A letters XXXX and closed my case. I called and again was denied access to the team on my claim, but the XXXX said they 'd re-open my case and I could re-send everything. This time I faxed the entire packet including the successful fax confirmation sheets to ALL XXXX FAX NUMBERS, and received another denial letter, again refusing to acknowledge receipt of my on-time submission OR documents they requested. Their online upload errored out on all of my files. Sending via XXXX Mail is too slow to rely on. This is clearly their game, and constitutes an abusive practice. 
4. B of A requires me to return the XXXX to the merchant before they will finish processing my claim. It weighs over XXXX pounds, and would cost about {$75.00} to ship. It is clear the merchant refuses to refund my money. B of A is putting me at risk of losing both my money and the merchandise by requesting me to return the item without any written commitment to refund my money upon its return. I 've claimed repeatedly that I intend to return it, however not until I have the protection of a written letter from B of A that upon the return of the merchandise they will credit my account the full {$550.00} and not {$500.00}. They 've refused, and require that I forfeit the merchandise ( that I could sell online ) while remaining at risk of losing the dispute. This is abusive! 

I 've made multiple dozens of calls to B of A 's Claims team for help through their cumbersome, archaic, and abusive dispute process. They ignore documents they 've received ON TIME, and demand an abusive requirement producing such financial risk for me that I can not comply. Please help!

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