Consumer complaint received 2024-02-12 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: WA

Complaint narrative:
I initiated a claim on XXXX and received a temporary credit while my claim was being looked into. I received a letter on XX/XX/XXXX saying the merchant had responded to the claim ( none of which I received a copy of and something which I found out on XX/XX/XXXX by talking with a customer service agent while trying to understand what was going on ) and requesting more information by XX/XX/XXXX. The letter stated I could respond back via mail, fax or their online message center. When I went to upload the additional documentation via the online message center - the message center hadn't been updated since XXXX and I wasnt allowed to upload any of the documentation, along with the fact that there were no status updates. I called immediately and let them know that the message center wasnt giving me the option to upload the documentation online and they suggested I go to a store and fax it over so that it gets there sooner rather than later because there was nothing they could do about the message center not working. Because I had to get a hard copy of all my documentation to fax over and I had to work with BofA business hours- the soonest I was able to get the documentation over to them was on XX/XX/XXXX even though past their requested date only 4 days after receiving the letter in the mail. On XX/XX/XXXX - I saw that the temporary credit was removed from my account and I was charged for the claim- I received no update or notification on this - only knew from checking my balance. I called BofA again immediately to see why and I was told that because they didnt receive my documentation in time the claim was resolved and I was charged for the credit but that they had received my additional documentation and had reopened the claim. On this phone call I expressed to them again that their message center isn't working and I am not receiving updates and that letters I am being sent are about 1-2 weeks delayed. I have called BofA 3 additional times since XX/XX/XXXX to ask for an update status over the phone since their online message center isn't working and I have yet to receive a letter confirming the case has been reopened per my discussion with their customer service associates. Additionally, I've been told that the customer service associates are not actually working on disputing the claim nor am I allowed to speak with those disputing the claim or them with me and that any message I want relayed to them has to be through the customer service associate. Every time I call I I speak with a new customer service associate who I have to explain and prove to that their online message center isn't updating me or working because none of them initially believe me and they think I just dont know how to navigate their online system. So every week I am calling for a status update because I have yet to receive any updates by mail since my case was reopened.

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