Consumer complaint received 2024-10-09 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am trying to receive my payment back from the Bank of America Company 's Response On XX/XX/XXXX, you initiated a fraud claim against XXXX XXXX XXXX in the amount of {$23000.00} on your credit card ending in XXXX. On XX/XX/XXXX, we issued a provisional credit while we investigated the claim. The enclosed letter dated XX/XX/XXXX, was issued to advise you of this information. On XX/XX/XXXX, the claim was reviewed and declined, the enclosed letter was issued advising you of our decision and the reason for decline stating, the chip was read, your PIN was entered, and/or you signed for the merchandise or service, which indicates you or someone you allowed to use your card was present. Additionally, we removed the provisional credit of {$23000.00}. As you requested, we completed re-evaluations of your claim on XX/XX/XXXX, and XX/XX/XXXX. Our decision to deny your claim remained unchanged and the enclosed letters were issued to advise you of this information. On XX/XX/XXXX, billing dispute ID XXXX was initiated on your behalf against XXXX XXXX XXXX in the amount of {$23000.00} on your credit card ending in XXXX. On XX/XX/XXXX, the enclosed denial letter was issued advising the notification of your dispute fell outside the timeframes to retrieve the funds from the merchant ( s ) or their bank ( s ). We're required to work within certain dispute processing rules, which include specific timeframes to initiate and process disputes, your efforts to resolve the dispute directly with the merchant, and the physical location of the transaction. Since these requirements weren't met, we're unable to process your credit card dispute. On XX/XX/XXXX, you contacted us by telephone, and we advised the claim was outside of the timeframe, and the merchant did not provide any credit. On XX/XX/XXXX, you contacted us by telephone to initiate a billing dispute against the merchant XXXX XXXX XXXX XXXX in the amount of {$22000.00} on credit card ending in XXXX. Additionally, you advised you attempted to return the watch on XX/XX/XXXX, and the merchant refused to fix or provide credit. On XX/XX/XXXX, the enclosed acknowledgment letter was issued. On XX/XX/XXXX, we issued the enclosed letter requesting additional information with a respond by date of XX/XX/XXXX. On XX/XX/XXXX, we received additional information from you by fax. On XX/XX/XXXX, we issued a provisional credit of {$22000.00} while we continued to investigate your claim. The same day we initiated a claim against the merchant and the enclosed letter was issued to advise you of this information. On XX/XX/XXXX, we received a response from the merchant. On XX/XX/XXXX, we issued the enclosed letter requesting additional information to assist in the claim with a respond by date of XX/XX/XXXX. The same day we continued to Pre-arbitration and the enclosed letter was issued to advise you of this information. On XX/XX/XXXX, the XXXX denied the Pre-arbitration. On XX/XX/XXXX, the claim continued to XXXX and on XX/XX/XXXX, a final decision made was in your favor. We have confirmed with our research that, on XX/XX/XXXX, an electronic payment posted to your account in the amount of {$22000.00}. This payment was returned unpaid on XX/XX/XXXX. Additionally, on XX/XX/XXXX, an electronic payment in the amount of {$22000.00} posted to your account and on XX/XX/XXXX, the payment was returned unpaid.The last payment of {$45.00} posted to your account on XX/XX/XXXX. On XX/XX/XXXX, we closed the account at your request. The account has a XXXX balance. On XX/XX/XXXX, you contacted us by telephone, and we advised the claim was won in your favor. This resolution was for the {$22000.00} XXXX XXXX XXXX XXXX transaction. In your CFPB correspondence, you stated that you paid {$23000.00} during XXXX and XXXX, for your convenience, I have included the XX/XX/XXXX through XXXX XXXX  monthly billing statements. Please review the payments and transactions and if there is anything that we have not addressed, please call our XXXX Department at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Our responsibility, as the bank that issues your credit card, is to conduct a reasonable investigation of the transaction that occurred between you and the merchant. We regret that you felt your concerns were not addressed. Based on our review, we have determined that no bank error occurred in the handling of your account or the processing of your claims. As confirmed the billing dispute claim for {$22000.00} against XXXX XXXX XXXX XXXX was approved in your favor and the temporary credit became permanent. Please note that, there were XXXX different transactions with XXXX different merchants as reflected on your XXXX XXXX monthly billing statement. The XXXX XXXX XXXX XXXX posted on XX/XX/XXXX, in the amount of {$23000.00}. We made the decision to decline that claim. Payments made between XXXX and XXXX went towards the balance owed. Your claim against XXXXXXXX XXXX XXXX XXXX in the amount of {$22000.00} which posted on XX/XX/XXXX, was honored in your favor. Please review the attached XX/XX/XXXX statement for more information. I would like to thank you for taking the time to express your concerns. At Bank of America, we make every effort to exceed our clients expectations on a daily basis. I regret that you have been dissatisfied. Please know that your feedback is valuable and has been retained to ensure we are providing the level of service our clients expect and deserve. 
MONETARY RELIEF AMOUNT {$22000.00}

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