Consumer complaint received 2025-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Subject : Complaint Against Bank of America Mishandling of Fraud Dispute ( Case XXXX ) Dear CFPB Representative, I am filing a formal complaint against Bank of America Merchant Services for their negligent handling of a fraud-related chargeback dispute that has unfairly caused financial loss to my company, XXXX XXXX XXXX XXXX XXXX XXXX XXXX small business in XXXX, Texas. 
Case Details : Bank of America Case NumbeXXXX : XXXX Merchant Number : XXXX Transaction Date : XX/XX/year> Transaction Amount : {$8000.00} Dispute Reason Code : XXXX No Cardholder Authorization Summary of Events : XXXX. On XX/XX/year>, a customer purchased merchandise totaling {$8000.00} using a XXXX processed through Bank of Americas official POS system. 
XXXX. The transaction was fully verified under XXXX and Bank of America guidelines : o XXXX code matched successfully. 
o Billing address matched via AVS. 
o The issuing bank authorized the transaction with no alerts or flags. 
XXXX. The merchandise ( XXXX sq. ft. of artificial turf ) was delivered in full on XX/XX/year>, to the customers specified address. We provided Bank of America with delivery photos, signed invoices, communication logs, and proof of receipt. 
XXXX. The same customer later attempted to place a second order, further showing intent to continue business with us. 
XXXX. Despite this, the cardholder filed a fraud claim, and Bank of America has sided with the cardholdereven though the cardholder has kept the merchandise and not returned it, leaving us with both a financial loss and loss of goods. 
Why This Is Unfair : As a merchant, we followed every Bank of America and XXXX XXXX. The banks own systems approved the transaction. 
We had no way to know the card was allegedly stolenauthorization, CVV, and XXXX all passed. 
Shifting liability to us after the banks approval is unreasonable and punishes small businesses that rely on these safeguards. 
The cardholder remains unjustly enriched, keeping merchandise without payment. 
We provided all supporting evidence, yet Bank of America has ignored this and continued to withdraw the funds from our account. 
Requested Resolution : I request the CFPBs assistance in : XXXX. XXXX Bank XXXX XXXX dispute handling process, which appears biased against merchants and contrary to fair business practices. 
2. Directing Bank of America to reverse this chargeback and return the {$8000.00} improperly taken from our account. 
XXXX. Ensuring that small businesses like ours are not forced to bear the losses of fraud when we followed every industry-standard security step and the banks systems authorized the transaction. 
As a small business, we can not sustain such losses when the protections advertised by the bank fail to function. The burden of fraud prevention should not fall solely on merchants when banks and networks approve and authorize transactions. 
I have attached copies of : My rebuttal letters dated XX/XX/XXXX and XX/XX/year>, Bank of Americas XX/XX/year> response, Supporting delivery and transaction documentation. 
Thank you for your attention to this matter. I trust the CFPB will help ensure accountability and fair treatment in this case. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX Phone : XXXX Email : XXXX 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