Consumer complaint received 2025-09-17 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: NY

Complaint narrative:
I purchased a XXXX XXXX for my daughter 's Prom. The dress was a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, the dress cost {$430.00}, expedited shipping was {$49.00} the total cost was {$490.00}, I ordered the Dress from XXXX XXXX website stated that the dress will take 5 to 8 days to be made because it's a customized dress, I provided them with my daughter 's measurements. I purchased the dress on XXXX XXXX, I received an email from them on XX/XX/year>, stating that my order was shipped and the package was with the carrier which was XXXX. There was no movement with this parcel so I reached out to XXXX  I was told that a label was created but they were not in possession of of the package. The merchant kept lying about XXXX had my package for 10 straight days.Keep in mind that I paid for expedited shipping 2 to 3 days. I received my order on XX/XX/XXXX, what I order is not what I received, they did a bait and switch on me. I kept emailing them for a few days going back and forth trying to get a full refund. This company is Fraudulent it's a scam. I expressed this to them. I told them that I was going to file a claim with my credit card company. So I did file a claim with Bank of America. My claim number is XXXX. Bank of America said that the merchant had I believe 7 to 10 days to respond. I provided my credit card company with 22 pages of evidence from me emailing the merchant repeatedly. The merchant didn't respond by the time frame, I was issued a refund, then once the merchant did finally respond after the time allowed, Bank of America reversed the payment. I've been going back and forth with my credit card company. I spoke to 6 supervisors in the merchant review department all of the supervisors stated that they can see what I received is not the same dress that I ordered. I was told that Visa is the one who keeps ruling in the merchants favor, and I keep telling them to review my paperwork because all of my supporting evidence clearly prove that I am a victim of fraud, so the supervisor 's keeping highlighting pages of my documentation for them to review. My credit card company is Fraudulent as well. They had me type up a letter stating what happened even though I have supporting evidence of all of the emails between the merchant and I. I typed up a letter went to a Bank of America branch, so they can fax it to the merchant review department on XXXX XXXX. I'm being victimized twice by the merchant and now Bank of America/Visa . Because now they want me to get a second opinion from a professional merchant in the same profession. Even though the merchant sent in a picture of what I ordered and a picture of what I received, 6 supervisors clearly stated that both dresses are completely different, the picture indicates that as well, my emails and my pictures clearly shows this as well. Visa and Bank of America can no longer get the money back from the merchant, so they're trying to give me a hard time because they screwed up. I am not paying for there error. I am a victim I was scammed. I feel like my credit card company is working against me and is working with the merchant. I typed all of this in my letter that I sent in on XX/XX/scrub>XXXX XXXX  Can I send in all of my supporting evidence to your agency.

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