Consumer complaint received 2024-06-26 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: TX

Complaint narrative:
On XX/XX/XXXX, I placed an order with XXXX XXXX. This was to have front doors to my house created custom to fit. A day or so after, the merchant reached out to have me approve specifications and I approved. About a week laterc they reached out again asking me to approve the same specifications which I did. Fast forward to XX/XX/XXXX, I filed a dispute with my bank XXXX Bank of America ) for goods not received and explained to them the circumstances of the custom order etc. I was told by the agent that Id receive a credit on my account within a couple days and up to 10 business day while they investigate the initial claim. After 10 days, I was told that I would not receive a temp credit because I did not qualify and had been told that in error. On XX/XX/XXXX, I received a notification that my claim has been denied, I called in to see why and was told that the merchant provided proof that I made the purchase. To my surprise and shock, I quickly explained that I never disputed making the purchase, I dispute never receiving the order and the timeframe etc and was basically told oh well. I then sent an email to the executive team explaining this and then was told that the dispute claim had been denied in error and that they are still investigating and that it should be done in 45 days with the investigation. I was told several times that the claim looked to be in my favor because the merchant needed to show proof they shipped the doors. The merchant started calling and emailing me in XXXX of XXXX after they received notice of the dispute and I did not respond nor engage at that point since I had filed a dispute with the bank. The bank told me that I needed to speak with them which I did and explained to BOA the following, XXXX XXXX did not reach out to me until I filed a dispute with Bank of America. I do want to continue the dispute process. I was initially promised that Id receive my order within 90-100 days ( end of XX/XX/XXXX ) I called the merchant the beginning of XXXX only to be told that the order would be delayed until the end of XXXX. I then called around the end of XXXX to be told that the order wouldnt be ready until end of XXXX. This is unacceptable. I am assuming that once the merchant became aware of the dispute, they then emailed me on XX/XX/XXXX indicating that the merchandise would be shipped out in a few days. About nine days later, I received another email stating that the merchandise would be shipped in a couple days and they asked me is that okay. I do not trust this merchant nor do I want the merchandise at this point. 

The merchant informed me that my merchandise was back for sale and that I could purchase the doors again because the funds that I disputed were already drafted from their account. I told this to Bank of America who told me to move forward with the dispute because dealing with the merchant would not be good after they told me to deal with the merchant earlier. After 45 days, BOA told me that is now have to wait 90 days for a resolution which would be XX/XX/XXXX. I called them for a status update on XX/XX/XXXX and the agent told me that there were limited notes about my claim which did not even spell out the issue accordingly and that shed input detailed notes and escalate on her end. I called back on XX/XX/XXXX and was told that the escalation team said that they were unable to expedite my claim but my claim would be resolved no later than XX/XX/XXXX. I called BOA again on XX/XX/XXXX for another status update and was this time told by a supervisor that XX/XX/XXXX was only a metric but the claim was not going to be resolved by even that time and that it could go for months. The phone was cut off and I called back to specify and spoke with another agent supervisor who told me that she was surprised that claim made it thus far since the merchant provided proof that I made the purchase, again, did anyone even read my claim information? I asked her to escalate to her manager and she disconnected the call which I have on recording. A member from the executive team called today saying that my dispute claim now will take upwards of 8 months now, this is retaliation for me escalating I feel. They keep saying that its XXXX who is holding up the process but if they arent even documenting my calls to them accurately and thoroughly this raises a larger issue. I demand that they return my {$5700.00} immediately with you all assistance because the process is absurd. My account number is XXXX and the claim number is XXXX. It feels like I am being taken advantage of and being discriminated against by this bank. The executive member also stated today that they were doing me a favor by investigating this claim since it was already denied. I explained to him that they sent me a letter telling me it was denied in error so how could I appeal something that you as a bank say shouldnt have been denied? This experience has me horrified with Banks moving forward.

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