Consumer complaint received 2025-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX I purchased an item from XXXX. The transaction, in the amount of {$580.00}, was made on XX/XX/XXXX, with the merchant XXXX. While I authorized the charge, the merchandise I purchased was never delivered On XX/XX/XXXX, I contacted the merchant after seeing that their website stated the item had shipped on XX/XX/XXXX. However, the USPS tracking link provided only stated : A shipping label has been prepared for your item. A delivery date will be provided when USPS receives the package. Contact the shipper or shipping partner with any inquiries. 

On XX/XX/XXXX, the merchant informed me that the item was on backorder for two weeks. I received no further communication or confirmation of shipment. Due to ongoing delays, I attempted to cancel the order via both phone and email on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but received no response. 

Later, I received a USPS notification indicating something had shipped. On XX/XX/XXXX, I received an envelope from XXXXnot the merchandise I was charged for but a copy of the invoice marked with handwritten notes stating the Order Cancelled. 

On XX/XX/XXXX, I emailed the merchant again to inquire about a refund. They responded stating they had received a refund request from my credit card provider and that the refund was processed through them. However, I have not received any refund to date.. 

Following my final contact attempt on XX/XX/XXXX, I filed a dispute with Bank of America. On XX/XX/XXXX I received a letter from Bank of America stating We submitted your claim to the merchants bank and were waiting on their decision. Right now, theres nothing you need to do. They have up to 45 days to respond to the claim and provide a decision. If they dispute your claim, please be sure to hold onto any receipts or related documents in case we need them. On XX/XX/XXXX I received another letter from Bank of America stating, were unable to approve your recent claim.Our research included the information you provided with your claim, your account history, the monthly account statements we sent you and if available, information from the merchant, such as a signed receipt or contract. We made this decision because : XXXX XXXX XXXX provided documentation showing the transaction is valid, and weve included it for your records. 

Mind you, Bank of America never asked me for any evidence regarding this claim so I filed an appeal on XX/XX/XXXX. During this time, I provided : A copy of the denial notice received on XX/XX/XXXX A detailed timeline of events and communications USPS tracking information A copy of the invoice received on XX/XX/XXXX marked Order Cancelled Email correspondence and a record of attempted phone calls The XX/XX/XXXX email exchange with the merchant regarding the unreceived refund that I was never refunded nor did I receive the item I purchased. 

As of today XX/XX/XXXX I have not received a refund nor the item I purchased. 

Under the Fair Credit Billing Act and Bank of Americas policies regarding non-receipt of goods, I respectfully request a full reconsideration of my claim. The evidence clearly shows that the merchant failed to deliver the item and that I was never refunded. 

Please contact me at ( XXXX ) XXXX or XXXX if further information is required.

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