Consumer complaint received 2024-01-19
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (GA)

I paid my insurance policy payment on XX/XX/XXXXXXXX  to XXXX  XXXX XXXX ( XXXX ) for {$640.00} through XXXX which uses XXXX. I received a receipt at that time stating this transaction was complete. I received my Bank of America ( BOA ) credit card bill in XXXX and paid the entire statement balance. At that time, I noted that my balance was higher than it should have been, so I reviewed the statement where I discovered that I had been charged {$640.00} two times with two different reference numbers. I reached out to BOA to file a dispute and after a conversation with the dispute Customer Service ( CS ) rep, was verbally told it may go quicker if I reached out to my insurance company first. I did that and my agent did some research. He stated that XXXX was only paid once from XXXX and XXXX and that XXXX stated that they did not pull two transactions from my card denying they were the ones that initiated the duplicate transaction. 

I then reached out to BOA to initiate a dispute for the duplicate transactions under the impression one would come back legitimate and one would come back as illegitimate and I would be refunded. I did this on XX/XX/XXXXXXXX   via phone, I received a letter from BOA requesting information and faxed that on XX/XX/XXXX. I logged into my account around XX/XX/XXXXXXXX  to check on the status and saw one dispute claim number. I thought that odd since I initiated two disputes ( the letter I received didn't have a claim number associated with it, I had to log in to find it ). I then called BOA and spoke with a CS rep after sitting on hold for almost an hour. They forwarded me to a different department and that CS rep told me that only one dispute had been initiated, she apologized and initiated a second dispute for the other reference number ( duplicate transaction ). I received a second letter from BOA on XX/XX/XXXXXXXX   requesting information for that dispute and faxed it that day. At the same time I escalated my case within XXXX  and was forwarded to the Assistant Corporate Treasurer & Senior Director of Accounting XXXX  XXXX XXXX. She followed up with their IT director who initiated the contract with XXXX and by default, XXXX and XXXX again stated on XX/XX/XXXXXXXX  that the problem was with BOA, not XXXX and urged me to continue the dispute with BOA. I then submitted her rebuttal to BOA under both dispute cases on XX/XX/XXXXXXXX 

Today ( XX/XX/XXXX ) I logged in at BOA to check the status on these two disputes ( # XXXX and # XXXX ) and see that they are not in my message center as " open ''. I don't see either listed, so I call. The CS rep at BOA tells me that she sees that the initial dispute opened on XX/XX/XXXX was never initiated, and now with the addition of the second dispute had finally been opened. She profusely apologized that they had not been attended to in a timely manner and suggested she escalate the cases which I agreed definitely needed to be done since I was now three months without my {$640.00}. She was unable to find a supervisor to speak with me, so put in for a call back. I am currently waiting for the call back, however given I haven't received a provisional credit and am still without my money three months after this duplicate transaction and both XXXX  and BOA are pointing fingers at each other stating that neither did the duplicate transaction, it's now become clear that I need further intervention to get my {$640.00} back.