Consumer complaint received 2025-01-07 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:
Dear Sir/Madam, I am writing to formally dispute a charge on my Bank of America credit card account. The charge in question is related to a transaction with XXXX XXXX XXXX and was made for a custom sofa order, which, after thorough investigation and communication with both the merchant and manufacturer, I believe to be erroneous and fraudulent. 
I have filed a formal dispute with Bank of America, but the response has been unsatisfactory, and my concerns have been disregarded. Despite filing the dispute within the appropriate time frame, Bank of America has failed to conduct a proper investigation or review of the facts. Specifically, they have mischaracterized the situation by stating that the sofa was received and therefore the matter is closed. However, this is misleading. While the sofa was indeed delivered, it was not the correct item, and it was custom-ordered to meet specific health requirements for our XXXX XXXX XXXX. As such, the delivery of a sofa that does not meet these requirements puts my family in a dangerous position, which is entirely unacceptable. 
The merchant, XXXX XXXX, was explicitly instructed on what to order, due to health-related concerns for a child. Unfortunately, they failed to follow these instructions, and the sofa delivered does not match what was agreed upon. Furthermore, images and documentation are available that prove the merchant did not act in good faith, and that the items delivered were not as per our agreement. 
Additionally, the circumstances surrounding the delivery are concerning. The items were shipped to a warehouse, not to the address listed on the original invoice, and were only delivered weeks later without our presence, preventing us from refusing the shipment. It was also only after significant delays that I was able to obtain the original invoices from XXXX XXXX, the individual responsible for placing the order, who has trade accounts that allow her to make these orders on our behalf. However, she took over three months to provide these records, and when she did, the information she supplied was either incomplete or irrelevant to the purchase in question. 
Bank of Americas response to this dispute has been consistently dismissive, with the bank stating that since we received a sofa, the issue is resolved. This response is not only inaccurate but also unacceptable, especially considering that I have been in direct contact with the manufacturer, who confirmed that the error lies with XXXX XXXX, not the manufacturer. At this point, we are left with a product that does not meet our needs and is not what we ordered, yet we are still being held financially responsible. 
I am extremely disappointed by how both the merchant and Bank of America have handled this matter. I have attempted to work directly with the merchant and the manufacturer to resolve the issue, but my attempts have been unsuccessful. Instead, I have been subjected to delays, lack of communication, and, most egregiously, the imposition of financial responsibility for a product that was not delivered in accordance with our agreement. 
Given these facts, I request that the charge in question be investigated thoroughly and that Bank of America reverse the payment made to XXXX XXXX. Additionally, I urge the Consumer Reporting Agency to take note of this situation, as Bank of Americas actions appear to reflect an attempt to excuse fraudulent behavior by the merchant.

Please find attached relevant documentation, including : Photos of the incorrect items delivered Communication with both the merchant and the manufacturer A timeline of events The original invoice and shipping records I look forward to your prompt attention to this matter and a fair resolution to my dispute. Should you require any additional information, please feel free to contact me

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