Consumer complaint received 2017-08-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
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: Overcharged for something you did purchase with the card

Complaint:
On XX/XX/XXXX, if the merchant provided information that XXXX XXXX authorized the repair why am I being billed for the remainder of the bill if he chose not to pay. When I spoke with the cashier I provided authorization for {$95.00} in which she confirmed prior to accepting my card number. I never gave XXXX authorization to use my card., I spoke directly to the merchant to confirm the amount I was paying in which XXXX XXXX  XXXX Employee received my authorization. On XX/XX/XXXX, I received an online banking alert via email in which the correspondence was asking to include a detailed letter addressing each of the merchants comments and to sign the letter and date it to show I am still disputing the transaction. I called the number on the letter immediately to let the representative know that I do not have any merchant comments to address because I did not receive any correspondence from Bank of America detailing the merchant comments or any merchant documentation. The representative said he would try to send to me but it will be in the documents that were mailed out on XX/XX/XXXX. I asked if I would receive the documents by the XX/XX/XXXX time frame I was giving to have this information in and the representative stated I would have a 3 day grace period after the XX/XX/XXXXdeadline. I also asked the representative if it would be okay for me to go ahead and sign the documents to show that I am still disputing it and send in the additional merchant comment response when I receive a hard copy of what they sent in to the bank. On XX/XX/XXXX my claim was reviewed and denied ; even though the online correspondence from Bank of America gave me a deadline of XX/XX/XXXX in which I signed and sent back immediately electronically confirming I am still disputing. To make matter more stressful I had yet to receive a physical copy of letter sent on XX/XX/XXXX of comments I need to address from the merchant.

I am not sure why a XX/XX/XXXX deadline was established if it was going to be denied two days prior and on top of that a physical copy of the letter of what I needed to address had not even reach my mailbox. In my experience of receiving correspondence from Bank of America I am always told to expect mail in 7-10 business days which would be XX/XX/XXXX ( if it got to me by the 10th business day ). On XX/XX/XXXX I filed a complaint with CFPB officially appealing the dispute fromXX/XX/XXXXOn XX/XX/XXXX I called and asked if the claim was still being disputed because I still had not received the documentation dated XX/XX/XXXX in which a Bank of America Representative stated the merchant comments I need to address would be found once I receive a hard copy in mail. After speaking with several associates ; XXXX XXXX, XXXX, XXXX XXXX, XXXX just to name a few I then spoke with XXXX, who mention she was a supervisor and while speaking with her she told me she would send this case to Fraud. XXXX then requested that I file a police report and fax this information to XXXX with XXXX, my name, account number, name of merchant, and the fraud amount listed on the cover letter. She also gave me the address to send the police report which was XXXX XXXX XXXX XXXX XXXX TX XXXX and fraud would give me a call. On XX/XX/XXXX I filed another case with CFPB because I wanted to ensure my name was spelled correctly when a response is sent to address this issue in addition to the transactions being filed as fraud. On XX/XX/XXXX I received a letter from Bank of America dated XX/XX/XXXX with postage stamp dated XX/XX/XXXX with documentation from XXXX XXXX XXXX dated XX/XX/XXXX. The enclosed documentation states XXXX XXXX told me the amount and the cashier told me the amount and was authorized. Response to XXXX On XX/XX/XXXX I received a call from XXXX XXXX, Resolution Specialist telling me the dispute was denied after her investigation and not even addressing the fact I was told to file a police report and fax in this information. On XX/XX/XXXX I received an email from CFPB the company has responded to my complaint. I believe there is a large issue that should be addressed by Bank of America ( 1 ) When mailing out information to a customer regarding a dispute with time sensitive information the correct amount of time must be extended in order for the customer to view a hard copy if you are not including that information in the online messaging alert ( 2 ) Supervisors dealing with disputes or fraud claims should be held accountable for what they tell customers. I was told to file a police report and to fax this information to your claims department and mail it to you. I was left in the dark from XX/XX/XXXX to XX/XX/XXXX regarding the status of my claim and final decision of this investigation was reached by providing me misleading 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 explanation