Consumer complaint received 2021-01-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
The credit card issuer, Bank of America did not serve in my best interest to protect me as the consumer. On XX/XX/2020, I initiated a credit card dispute through Bank of America for a charge by XXXX XXXX. On XX/XX/2020, I paid XXXX XXXX XXXX {$190.00} for XXXX XXXX XXXX registration for my daughter. XXXX XXXX XXXX was scheduled to start on XX/XX/2020 but was initially postponed and eventually cancelled due to COVID-19. On XX/XX/XXXX, XXXX XXXX XXXX notified me that they updated their refund policy such that there would be a {$50.00} processing fee per player should I wish to apply for a registration fee refund. 

I did not feel it was fair for XXXX XXXX XXXX to deduct a {$50.00} processing fee from the refunded amount so I looked to Bank of America for assistance after the merchant refused to waive the fee. The merchant offered to apply 100 % of the registration fees towards a future XXXX sports program. It should be noted that XXXX XXXX has yet to be resumed as of this writing. When I called Bank of America on XX/XX/XXXX, the representative advised me to dispute the entire amount of the charge ( {$190.00} ) rather than dispute the {$50.00} processing fee after receiving a refund of the registration fee paid, less {$50.00} processing fee. He did not ask me to provide any documentation related to the charge or any communication between the merchant and me. 

On XX/XX/XXXX, almost 4 months after initiating the dispute, Bank of America completed their investigation. The communication indicated that they are unable to pursue the dispute further because they are unable to obtain credit for a service or delivery of merchandise that is scheduled to occur at a future date. I called Bank of America on XX/XX/XXXX because I did not understand how Volleyball Spring League that was scheduled to take place in XXXX that just passed is considered to be a service that is scheduled to occur at a future date. The representative was confused as well, agreeing that the scheduled start of XXXX XXXX XXXX had indeed passed and that my claim for credit was not for a future service ; her explanation was that the representative that I spoke with on XX/XX/XXXX entered incorrect information in the claim and miscommunicated the dispute on my behalf. She updated the claim by clarifying that the disputed charge is not for a future service, but for XXXX XXXX XXXX that was set to start this past XXXX. She also told me that the claim would be re-reviewed. 

I called Bank of America for a status update on XX/XX/XXXX and was told that they were unable to assist me further because the dispute is considered resolved and the claim is closed. I was told that nothing was done with the information that I provided on XX/XX/XXXX and that the chargeback time limit had already passed. 

I have had a long-term relationship with Bank of America and both my husband and I are their Preferred Rewards Platinum Honors clients. I understand that there is a high volume of disputes due to recent events, but Bank of America did not handle my claim properly or in a timely fashion, resulting in the chargeback time limit to pass. 

Attached are correspondence between the merchant XXXX XXXX me and Bank of America and me.

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