Consumer complaint received 2019-08-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
My Name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX Bank of America Credit Card ending in : XXXX I contacted my credit card provider " Bank of America '' in XX/XX/2019 because I had a charge on my account from a merchant who was unable to provide the services and never responded to my instructions to cancel/refund the purchase. The merchant never responded to my request to cancel the online purchase despite 3 requests in writing. 

This dispute/chargeback was : XXXX XXXX on XX/XX/2019. 

I was promised ( as is standard with a credit card dispute from any credit card company ) that the credit will appear on my statement shortly while they investigate the dispute over the next 60-90 days. 

I called Bank of America 's Dispute Dept back 2 months later after never having a credit for this chargeback for services not received and cancelled. I was told ( as is typical at Bank of America ) " we are behind and will soon be crediting my account and investigating my claim. '' Now on XX/XX/2019 XXXX XXXX charged my card again for {$210.00} due to never getting the message or final recourse of cancelling the original charge. ( Apparently for same exact service never received in XX/XX/2019! ) I talked to XXXX ( apparently in Bank of America 's in the XXXX ) that " this time she will help get the XX/XX/2019 {$210.00} charge credited to my credit card this time and complete the dispute ( despite Bank of America never able to follow through with their legal requirements of crediting my account for a legitimate chargeback ). 

For the record, I previously had to call Bank of America 's dispute dept 2 times and take a long time on the phone to answer all their detailed questions surrounding the charge and the merchant. 

While talking to XXXX in the disputes dept on XX/XX/2019, she promised that : " Once and for all I would receive a credit for the XX/XX/2019 charge in the amount of {$210.00}. Then she put me on hold for a few minutes while she finished her own paperwork. Then the phone hung up on me. 

This is extremely appalling that Bank of America can't follow through on basic " dispute processing '' despite having to take valuable time out of my day. I've had to be on hold for up to 30 minutes and go over the details of this charge and circumstances many times. Then they never complete the processing of the chargeback. 

Now this time ( despite a very polite call ), XXXX hangs up on me because she doesn't know what to do with a dispute she shows record of and doesn't know why the credit of my account never took place and/or why the merchant never got notice or debit to their account and now the same merchant charged me again. 

Credit my account for the {$210.00} XX/XX/2019 charge as I've been promised by Bank of America several times while I've told to be patient and wait month after month. If you haven't begun the paperwork and processing of my dispute for the XX/XX/2019 charge, then take responsibility for it and credit my account in the next 3 business days or less.

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