Consumer complaint received 2026-04-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
XX/XX/year> XXXX XXXX XXXX : Claims Resolution Bank of America Claim ID # XXXX XXXX XXXX XXXX order # XXXX Total amount : {$1400.00} Hi, to whom this may concern : Im very disappointed with Bank of America and how theyve handled this situation. I ordered an expensive flower arrangement from XXXX XXXX XXXX on XX/XX/year> for {$1400.00}. It was supposed to be my wifes birthday gift. Upon having the item delivered I come to open that the arrangement came damaged, flowers were parched and the ceramic vase in which the arrangement was glued into was cracked. I tried to be civil and understanding so I reached out to the merchant and tried to establish some sort of arrangement for an exchange or refund. The merchant going back and forth with me eventually declined my request to work out an exchange because it was a limited edition item which they were sold out of so they couldnt send a replacement or refund me. After a week or so I had no choice but to file a claim with my bank. I called Bank of America and when I filed the claim I provided full physical evidence of the damaged item and a clear visible picture of a cracked vase through the bubble wrap and the flowers being damaged. They didnt give me any sort of temporary credit and had me wait over a month just to deny my claim and I had to make an appeal. Every representative Ive spoken to that worked at the banks claims department understood me and said Im entitled to get my funds back because I didnt receive what I paid for, it was supposed to be an undamaged product which was meant to be a gift. I escalated the issue several times and the communication on their end has been horrible as they failed to update me and review this matter fairly. I provided multiple faxes with evidence showing the physical damage, me trying to workout a resolution with the merchant and also other reviews from customers on XXXX XXXX XXXX website showing that customers also received damaged products upon delivery. There is clear physical evidence that the product I received was damaged and paid a substantial amount for. I took the liberty of recently going on their website and seeing some of the companies recent reviews on their products and other customers were experiencing similar situations where their products arrived damaged. I screenshot these reviews and attached for the reviewal team to seebecause the only thing the company have against my claim is that their care team makes sure all of their arrangements are securely packaged and always arrive undamaged. Ive been waiting patiently for my money back, its almost 3 months and I just received a notification that my appeal has been denied by Bank of America. This cant be justified and is morally wrong. I feel like Ive been stolen from and something needs to be done about it. Please help me. Sincerely, XXXX XXXX ( XXXX ) XXXX XXXX XXXX

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