Consumer complaint received 2026-03-11 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: FL

Complaint narrative:
Dear CFPB, My name is XXXX XXXX, and I recently opened a claim with XXXX Bank of America credit card on XX/XX/XXXX, for the amount of {$340.00}. The ID number for the claim is XXXX, and it has just been closed, but not in my favor. The bank requested more information from me regarding my issue with the charge, and although I have provided screenshots of conversations as well as the original purchase of the merchants service, Bank of America did not rule in my favor, citing that my claim was beyond the XXXX limit. And while it was past the XXXX limit, because this is a service I purchased back in XXXX of XXXX, I still have rights to compensation for the amount when services from the merchant were not provided. Let me explain the situation in a bit more detail : I made this purchase in XXXX of XXXX. I am the author of the XXXX XXXX series, and I hired XXXX ( the merchant ) to create a special edition cover for the first book of my series. Basically, she was supposed to create specific cover art, format the text, fix the chapter headers, and incorporate any other images from the book. I first contacted XXXX on XXXX ( see attached screenshots of some of our conversations ), and while there was no specific date of completion assigned for this project, it was understood between both parties that itd be completed -- -at the very least -- within the year ( XXXX ). XXXX ( the merchant ) did provide updates on the cover art in XXXX of XXXX. Conversation between her and me leaned toward completing the project some time in XXXX of XXXX, but unfortunately, it was from that time onward that I started losing contact with her. Responses to emails and nudges for any further updates were coming later and later, until eventually itd be weeks and sometimes months before Id hear from the merchant again. I heard from her sparingly, until I stopped hearing from her at all. The last bit of contact was in XXXX of XXXX, in which she messaged me on XXXX and told me shed be in touch with me about the status of the project, but I havent heard from her since. In the art and book industry, delays are common. Sometimes, projects can take years, and I understand that. But the project has gone on for too long, and I am afraid I wont ever receive the service that I paid a lot of money for. Plus, the lack of communication from the seller is frustrating. I have no idea if she ever intends to finish the project or not. It is best if, at this point, we just go our separate ways, as I told her in the last email I sent her in mid XXXX, which has yet to receive a response from her. Bank of America did not respond in my favor due to the XXXX dispute window. However, I feel this was a wrongful decision because the merchant essentially took my money without completing the service. In the art world, 60 days for a dispute is nothingnot when preorders or services sometimes takes years. Plus, the consumer ( me ) has a year from the time services were not provided to file a complaint and receive compensation. I wrote a letter to the bank, appealing this decision, and detailing my rights under " Claims and Defenses ''. I included the letter in the uploads here as well. Please let me know if there is anything else you need from me. Thank you for your attention to this matter. Sincerely, 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