Consumer complaint received 2015-11-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card
Issue: Billing disputes

Complaint:
Credit card issued by FIA Card Services for Fidelity Investments failed to uphold XXXX protection warranty against incorrect and fraudulent charges. In XXXX of 2015 a company XXXX XXXX with whom I was doing business opened a second account without my knowledge or authorization and begin sending me XXXX shipments of their products. When discovered, a call to cancel the second account was not honored by XXXX XXXX. Upon receiving yet another shipment under this mix-up I called a second time to cancel the account on XXXX/XXXX/2015. The XXXX XXXX representative gave me such a hassle in this request refusing over and over to accept a return, I decided to completely sever my ties with the company and cancelled my other account as well. Stating I should n't have to pay to return a product I did n't order, XXXX XXXX agreed to send me a return shipping label but stated it would take them up to four weeks to do so. I immediately called the Fidelity Investments card to dispute the charge. They informed me I could n't do so without returning the merchandise. Upon exampling how I 'm damaged if I have to pay to return something I did n't order, the FIA Card Services representative said wait a day and I could then dispute the charge. Instead, I notified FIA Card Services and stated I would wait the full four weeks XXXX XXXX stated it would take them to provide a return shipping label. I called FIA Card Services approximately three weeks later to notify them I was still waiting for a return label. After the four weeks had passed and no shipping label had been provided, I called FIA Card Servcies again at which time FIA Card Services informed me they decided in my favor and informed me I could dispose of the product or do whatever I wish with it. Several weeks later I then received a letter from FIA Card Services saying they opposite saying they needed proof I had returned the product. I explained to them how I had not received a label, how I had to call twice to cancel the account which I never even authorized being opened, and they themselves [ FIA Card Services ] had told me to dispose of the product because the case had been resolved. They stated the merchant claimed I received the product because I cancelled after I received the product. However this was after the second time I called to cancel and they also failed to provide a return shipping label as promised. I then stated if the merchant provides a list of the items theyshipped and return label I will return what I can. FIA Card Services response was to send me a letter dated XXXX/XXXX/2015 that the cased was closed in favor of XXXX XXXX unless I could provide proof I had returned the merchandise. The bottom line here is simple, I nor anyone else should have to pay money to resolve an issue that was the fault of someone else. I did n't order this product, I did n't authorize the account being opened, I had to call twice to close the account, and I offered twice to return the product [ second time as best as possible anyway ] yet somehow FIA Card Services feels I 'm the one who should be damaged.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief