Consumer complaint received 2025-02-10 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: CO

Complaint narrative:
I am filing a formal complaint against Bank of America regarding the mishandling of my chargeback claim, which involves unauthorized charges totaling {$16000.00}. I am highly dissatisfied with the way my claim has been handled, particularly due to misleading and inconsistent information provided by Bank of America representatives, as well as the failure to provide me with key documentation that was used in their decision. 

Claim and Chargeback Process Details : Claim Opened : XX/XX/XXXX Chargeback Initiated by Bank of America : XX/XX/XXXX Amount in Dispute : {$16000.00} Merchants Deadline to Respond : XX/XX/XXXX Claim Closed Without Payment : XX/XX/XXXX Claim Reopened After My Inquiry : XX/XX/XXXX Timeline of Events : XXXX. XX/XX/XXXX : I reported unauthorized transactions totaling {$16000.00} and opened a claim with Bank of America. 


XXXX. XX/XX/XXXX : Bank of America initiated a chargeback against the merchant for the full disputed amount. 
I was informed that the merchant had 30 days, or until XX/XX/XXXX, to provide compelling evidence proving that I authorized these transactions. 


XXXX. XX/XX/XXXX : I contacted Bank of America, and they confirmed that the merchant had submitted documentation on XX/XX/XXXX in response to the chargeback. 


XXXX. XX/XX/XXXX : Bank of America closed my claim without payment based on the merchants submitted evidence. 
When I called to ask about the decision, I was told that the merchant had provided an IP address, photo ID, phone number, address, and device information that allegedly did not match my current information. 
I immediately requested copies of the merchants evidence, but Bank of America has failed to provide me with these documents. 


XXXX. XX/XX/XXXX : After my inquiry, Bank of America reopened my claim the same day. 
To counter the merchants claims, I submitted my own documentation, including : My current photo ID Phone bills Device information Emails from the merchant asking me to cancel the chargeback / rebuttal letter XXXX. XX/XX/XXXX : I called Bank of America three times and was told on each occasion that my account was pending a provisional credit as of XX/XX/XXXX. They said it was noted on the claim XXXX. XX/XX/XXXX : I called again and was told that there was no provisional credit pending. This completely contradicted the information I was given on XX/XX/XXXX. 
My claim has now been reopened for 11 days with supporting documentation, yet I have received no update on its status. 



My Concerns : Bank of America has failed to provide me with the compelling evidence that the merchant submitted, despite using it to close my claim. 
I have provided my own documentation to contradict the merchants claims, but my claim remains unresolved. 
I have been given contradictory information about a provisional credit, which has created unnecessary confusion and frustration. 
My claim has been reopened for over 11 days with no clear update, and I have no timeline for resolution. 



Request for Resolution : I am requesting that the CFPB intervene to ensure the following : 1. Bank of America provides the merchants compelling evidence that was used to close my claim. 
2. Bank of America issues a clear and favorable decision on my claim, including how they are weighing my supporting documentation.

3. Bank of America addresses the misleading information given to me by their representatives regarding the provisional credit and ensures better communication moving forward. 

Thank you for your time and attention to this matter. I hope that the CFPB can assist in ensuring a fair and timely resolution.

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