Consumer complaint received 2024-11-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Subject : Complaint Against Bank of America Credit Card for Unjust Denial of Dispute Claim To Whom It May Concern at the CFPB, XX/XX/year> I am writing to file a formal complaint against Bank of America regarding the mishandling and unjust denial of my dispute claim ( Claim # XXXX ). Despite providing substantial evidence supporting my case, Bank of America has rejected my dispute based on reasons that are factually incorrect and unfair to me as a consumer. Below, I will outline the specifics of my complaint and attach the supporting documentation. 

Background of the Dispute On XX/XX/year>, I purchased a product described as a " hand-carved natural seashell '' from XXXX XXXX XXXXXXXX XXXX for {$25000.00} ( XXXX EUR ). ( see XXXX XXXX XXXX ) However, upon receiving the shipping document on XX/XX/year>, I discovered that the product was described as Molded and carved art deco, ( XXXX XXXX XXXX XXXX  ) which is inconsistent with what was promised at the time of purchase. This discrepancy raised significant concerns about the authenticity of the product. 
I took the following actions : 1. Cancellation of Purchase : On XX/XX/year>, I emailed the merchant ( XXXX  XXXX ) to cancel the purchase, providing clear reasons why the item did not meet my expectations and attaching evidence. This email serves as proof that I canceled the purchase. ( XXXX XXXX XXXX XXXX ) 2. Refusal of Delivery : On XX/XX/year>, I notified XXXX that I refused delivery of the package, and XXXX agreed not to deliver it to my address. ( see XXXX XXXX XXXX ) Instead, the merchant redirected the package to an address in XXXX XXXX, California. ( see XXXX XXXX XXXX ) I provided this information and a copy of XXXX 's delivery record to Bank of America as part of my dispute evidence. 
3. No Merchant Policy Provided : At the time of purchase, the merchant did not provide any written refund or return policy. I did not sign or agree to any merchant policy that would render my purchase ineligible for a refund. 

Bank of Americas Denial Bank of America denied my dispute based on the following reasons : 1. " The merchandise or service ( s ) wasnt canceled '' : This is factually incorrect. I canceled the purchase via email on XX/XX/year>, as evidenced by the attached email correspondence that was provided to Bank of America during the dispute process. ( XXXX XXXX XXXX XXXX ) 2. " The merchandise or service ( s ) wasnt returned '' : This is also incorrect. I refused the delivery through XXXX, and the package was never delivered to me. see XXXX XXXX XXXXThe package was subsequently redirected by the merchant to an unrelated address in XXXX XXXX, California. ( see XXXX XXXX XXXX ) A copy of the XXXX delivery status was also provided to Bank of America. 
3. " Not eligible for a refund according to the merchants policy '' : The merchant never presented any policy to me at the time of purchase, and I never agreed to or signed any such policy. Thus, this reason can not be valid for denying my dispute. 
Why This Complaint is Being Filed Bank of America has failed to objectively evaluate the evidence I provided and has unjustly sided with the merchant, ignoring the facts of the case. By doing so, Bank of America has neglected its duty to protect consumers against fraudulent or misrepresented transactions. 
Requested Resolution I respectfully request that the CFPB investigate this matter and compel Bank of America to : 1. Refund the {$25000.00} charge related to this disputed transaction.

2. Reassess its handling of consumer disputes to ensure that evidence is fairly and thoroughly evaluated. 
Supporting Documentation I have attached the following documents for your review : 1. Email correspondence with XXXX XXXX canceling the purchase on XX/XX/year>. 
2. XXXX delivery record showing that the package was refused and redirected. 
3. Bank of Americas denial letter with reasons for rejection. ( see XXXX XXXX XXXX ) 4. Original dispute letters sent to Bank of America on XX/XX/year>XXXX  and XX/XX/year>. ( XXXX  XXXX ) Thank you for your time and attention to this matter. I hope the CFPB can assist in ensuring a fair resolution to my dispute. 
Sincerely, XXXX XXXX XXXX XXXX My address : XXXX XXXXXXXX XXXX XXXX XXXXXXXX, GA 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