Consumer complaint received 2016-06-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
Product: Credit card
Issue: Billing disputes

Complaint:
I disagree with Bank of America ' ( BOA ) s process and decision in reversing my credit transaction of {$320.00} and ruling in favor of XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX, OR XXXX TEL. XXXX. I believed this decision was made in violation of my Fair Credit Billing Act and other applicable consumer legislation for the following reasons. 
On XXXX/XXXX/2016 at XXXX XXXX, I thought I was purchasing crushed gravels for which I paid {$320.00} ( see Exhibit 1 ). Upon delivery, I discovered the stones were mostly covered in mud and sand. The delivery driver asked me to sign another receipt for {$270.00} on XXXX letterhead. ( see Exhibit 2 ) .When I asked the reasons of the cost discrepancy, he told me that I needed to inquire further in the office with a gentleman called XXXX XXXX 
On XXXX/XXXX/2016 at XXXX XXXX, I arrived on the same day to talk to XXXX and was asked to leave the premises based on my complaint of the billing discrepancy and quality of goods received. XXXX refused to get the defective merchandise back and refused to issue any credit back. He also refused to explain the cost discrepancy. My credit card transaction finally was cleared for {$320.00} and I immediately claimed a dispute. 
On XXXX/XXXX/XXXX, I received a temporary credit from Bank of America for the {$320.00} pending investigation ( see Exhibit 3 ). 
On XXXX/XXXX/2016, Bank of America followed up and confirmed that " Your service inquiry has been resolved '' ( see Exhibit 4 ). Please note that between XXXX/XXXX/2016 to XXXX/XXXX/2016, more than one month and a half, I received no investigatory inquiry. I wonder if XXXX was sent to XXXX XXXX and what was the timeframe provided to them for their response. 
On a letter dated XXXX/XXXX/2016, shipped by BOA on XXXX/XXXX/2016, BOA reopened my claim which was deemed resolved ( assigning a new claim number ), asked a series of XXXX questions including obtaining a second opinion from an expert in the field on the merchandise ( see Exhibit 5 ), in this case, mud and stones which have been under the weather and have been removed from the property for months. This was the XXXX XXXX weekend. All the information requested by BOA was due back on XXXX/XXXX/2016. 
On XXXX/XXXX/2016, I did fax timely BOA a letter ( see Exhibit 6 ) and the discrepancy on the XXXX receipts by BOA and this information was merely ignored. 
On XXXX/XXXX/2016, a decision was made unilaterally by BOA stating " We did n't receive documentation stating what you were supposed to receive and how it was different from what you received ''. ( see Exhibit 7 ) I believe my response was ignored because on the same day BOA made their final decision reversing the {$320.00} and ruled in favor of XXXX XXXX without sending my response allowing their response in a fair and dialectic due process. 
BOA 's process suffers from multiple issues related to their process. In addition, my billing error related to the discrepancy between XXXX different receipts on the same product has never been addressed. I was not afforded the time reasonably necessary once the case was reopened. The claim was not fairly investigated and unrealistic and unreasonable burdens were put on the consumer to provide information.

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