Consumer complaint received 2023-08-06 00:00:00
Product: Credit card or prepaid 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: TX

Complaint narrative:
First, let me mention I'm a former XXXX XXXX XXXX and XXXX XXXX. I am a professional in stating the facts- and knowing when an outrage has been committed that demands justice - such as in the case I'm about to relate. 
Bank of America 's outrageously out-of-control, criminal, merchant-biased VISA Claims Resoution department is trying to extort {$5200.00} from me for a product I ordered XXXX  months ago but still do not have. I put the charge in dispute and they refuse to dismiss it saying the merchant claims it's non-refundable ( which is illegal ) and that " you need to work this out with the merchant '' ( which is impossible, which is why I filed the VISA dispute with Bank of America to begin with ). 
Bank of America ( BOA ) is also siding with the merchant, XXXX XXXX of XXXX, in refusing to refund the {$5000.00} I put down as a deposit through the BOA 's VISA card, on XX/XX/XXXX, even though that company failed to deliver an acceptable product - having sent me ( many months beyond the required deadline date of XX/XX/XXXX ) a LEMON, a guitar that was flawed and UNPLAYABLE ( and I've been a professional XXXX and XXXX XXXX for decades and am an expert on guitars ). I sent that guitar back on XX/XX/XXXX. 
The guitar they sent on XX/XX/XXXX arrived UNPLAYABLE and FLAWED IN MULTIPLE WAYS ( including sounding a horrific squarewave and having defective, squeaking tuners that failed to keep the guitar in tune ; its action was also super high and the neck was as big as a baseball bat - such that even with my long fingers and large hands I could not play chords on this guitar I need to play ). 
I sent it back to them days later and they still have it. 
Though they've offered to " adjust '' the guitar it can not be adjusted to make it acceptable ; they'd have to rip off the horrible neck and attempt to put on an acceptable neck - no good! 
They offered to make me a new guitar but I can not wait another XXXX MONTHS for the instrument I NEEDED ON XX/XX/XXXX - nor is it reasonable to ask me to do so. Nor can I count on them to produce a perfect guitar, after this experience. 
I have nothing to show for my money and XXXX has nothing to offer me as a replacement, and we're now practically a year after I put my money down and I have no instrument to play nor anything to show for my money. 
There are federal and state consumer protection and lemon laws that place XXXX AND its facilitator, BOA, in violation of the law. I was defrauded by XXXX and now BOA is trying to extort more money from me, {$5200.00}, for a product I do not have, while refusing to give me the refund XXXX owes me, {$5000.00}, for the deposit, saying I need to give the disreputable merchant an infinite amount of time to provide a solution which is outrageously unreasonable. 
I'm XXXX XXXX XXXX and I'll be retiring soon. I need my {$5000.00} back, and an end to BOA 's extortion.

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