Consumer complaint received 2017-05-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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:
This charge was not authorized at any time and the company that made the unauthorized charge,  XXXX   XXXX , has not responded to our attempts to contact them to reverse the charges. An initial charge first made on the card was authorized, but the company did not complete work we had hired them to do as agreed upon, and this second charge was made without our permission or consent and absent any proper notification. The reason being that the work the company was hired to do was not completed as agreed upon. We agree we owe a final payment, but we do not owe {$2800.00} and should not have been charged without a renegotiation.     As is clearly indicated in highlighted portions of printed emails,  XXXX   XXXX  agrees that all the work agreed upon in the contract with them was not done and that they would agree to an adjusted ( lowe r ) final price. Instead, they charged our card for the full   amount without our permission and have avoided our calls and emails asking for this charge to be reversed.     We phoned Bank of America at the very first notice that this was charged and we informed the representative that this was an unauthorized charge. It was posted to our account anyway. In my conversations with  AAA Financial Services/Bank of America representatives on several occasions since, I was informed that we  would not be charged any late fees or penalties and that I would not have to pay until this investigation was completed.  One representative I spoke with said there would be documentation sent for us to complete, but I have not received this. I have only received bills. Please adjust your    records to reflect that this is an unauthorized charge that should not result in any late fees or penalties.
We never received any notice of any required documentation involving an alternate contractor  , nor were we informed by letter of any rejection of our case or contradictory finding of our claim. We were told by phone that the case was not resolved in our favor without any proper explanation. My last conversation with a dispute supervisor  XXXX   XXXX  on Sunday,  XXXX   XXXX ,   XXXX  , he gave me this mailing address and that perhaps someone here can help.     We sent a payment for {$2400.00}. This is the proper amount owed, and we hoped this will resolve this matter.     Specifically,  XXXX   XXXX  did not dispose of the old appliances as they were supposed to, did not clean the work site in accordance with the agreement, and installed less labor-intensive floor tiles which was both incomplete and done improperly. The overcharge transaction was not authorized at all and if we wind up in court, we are confident that any fair judge will find in our favor.     The disreputable vendor in question,  XXXX   XXXX , has been notified numerous times and his still refused to rectify this situation.     We recently sent payment for {$610.00} with the stipulation that we are making this payment under duress and only in an attempt to clear our credit rating. We fully intend to pursue this case in the courts and retrieve this money from  XXXX   XXXX .     Bank  of America/AAA Financial Services was   notified immediately that this charge was unauthorized and took no action to protect consumers from a fraudulent charge. Additionally, it agreed by cashing the check we sent earlier this year to resolve the matter with that payment and then violated that stipulation.

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