Consumer complaint received 2024-11-05 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: CA

Complaint narrative:
I filed a claim for {$230.00} with BOFA for the items I did not receive in an online order from XXXX XXXX but it was rejected without proper due diligence even though I had proof contradicting the merchant 's assertion. Please find detailed timeline below ( and in the attachment # 8.Timeline-of-events ). Receipts and other artifacts attached. 


* XX/XX/year> Placed an online order ( Order # XXXX ) with XXXX totaling {$290.00}. 

* XX/XX/year> XXXX Delivered order with 2 items missing. The package ( which was an unsealed open XXXX bag ) was handed over in person. When asked about missing items the delivery person mentioned that he was only given one item for this order. The receipt had a note that said 2 mens XXXX at womens - I don't know what that means. 


*XXXX XXXX XXXX Called XXXX XXXX customer service and informed them about the missing items. I asked that XXXX ship a replacement. Customer service rep informed me that they will investigate and send a replacement for the missing items. 

* XX/XX/year> I called XXXX 's customer service again to check the status but they told me that they are still looking into it. I asked XXXX 's for a refund this time as I had to travel and placed a separate order for the missing items. I requested XXXX rep to send me an email with the issue description and actions taken so far, but I was advised that XXXX does not provide email support. I was told that someone would call me the next day to update me, but that never happened. 

* XX/XX/year> I called XXXX 's customer service again as I had not heard back from them. I was told that they are still looking into it. I informed XXXX on XX/XX/year> that I will be disputing the charges if I do not receive a refund for the missing items by XX/XX/year> as per recommendations from the FTC. 

* XX/XX/year> Filed a claim with BOFA Claim date : XX/XX/year> Claim number : XXXX Claim amount : {$230.00} * XX/XX/year> Bank of America sent a Request for additional information * XX/XX/year> I submitted copies of receipts and a detailed description of the events to Bank of America. 

* XX/XX/year> Received a Claim is complete email from bank of America with the message - XXXX, were unable to approve your recent claim. Were unable to confirm that you were supposed to receive something different than what you received. We requested, but didn't receive, information showing what you received is different than what you purchased. 

* XX/XX/year> Submitted a complaint to the CFPB as the statements made in the dispute resolution letter ( indicating that I picked up the order ) is patently false and easily provable by looking at the receipts. The receipts show that I paid for a next day delivery and the package was shipped by XXXX and not picked up by me as they claim. 

The pick up slip that the merchant presented as proof to BOFA does NOT have my ID number ; obviously the signature on the slip isnt mine and does not bear my name as it was most likely picked up by a third party delivery agent such as from XXXX which was arranged by XXXX 's ( I did not choose the delivery company ). I have never seen such outrageous lies being presented by any merchant to avoid being held accountable for their deficiency in service.

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