Consumer complaint received 2025-11-10 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 am filing this complaint against Bank of America for repeatedly failing to properly review and process my credit card dispute claim and for issuing identical denial letters that do not reflect the evidence I submitted. The banks handling of my dispute demonstrates misrepresentation of the review process, procedural deficiencies, and a lack of reasonable investigation as required under the Fair Credit Billing Act ( FCBA ). 

Details : I disputed a charge of {$3000.00} from XXXX XXXXXXXX XXXX XXXX ( account ending in XXXX, claim number XXXX ). Over the course of several months, I submitted multiple pieces of evidence supporting my dispute, including a written email from the merchant admitting that an error occurred and confirming that I was charged incorrectly. Despite this clear evidence, Bank of America denied my claim multiple times using the same standard letter with the exact same language each time. 

This repeated and uniform response suggests that no meaningful review or reconsideration of my evidence took place, even though I appealed and provided additional information each time. 

Additionally, the banks denial letters refer to a service cancellation, even though my dispute did not involve or mention any service cancellation in the written details I provided. I understand that the banks online dispute system may have limited input options that led to this being reflected inaccurately, but the written details I submitted clearly described the issue differently. Despite this, the bank appears to have relied on incorrect or incomplete claim information rather than reviewing the documentation I supplied. 

Key Evidence Ignored : The most significant evidence I provided was the email from the merchant acknowledging their mistake. This document directly supports my claim and should have been central to the banks evaluation. However, none of the denial letters reference or address this crucial piece of evidence, which suggests it was not reviewed or considered at all. 

Interactions with the Bank : I have called multiple times and requested copies of the documents the bank used to make its decision. These were never provided. 
A supervisor named XXXX from Tennessee told me that he agreed there was no clear reason the claim should have been closed and that the explanation in the letters did not make sense. 
I uploaded and faxed supporting documentation twice, as instructed. Nonetheless, each denial letter I received was identical, showing no indication that my new submissions were reviewed. 
Customer service representatives repeatedly told me they could not see any reason why the claim was denied, or any notes showing my evidence had been considered. 

Issues Identified : Misrepresentation of the review process and the nature of my claim. 
Failure to properly review submitted evidence, including a written admission of error from the merchant. 
Repetitive, identical denial letters despite multiple appeals and additional documentation. 
Failure to provide decision-related documentation after repeated requests. 
Inconsistent and incomplete communication from representatives and supervisors. 
Procedural deficiencies suggesting noncompliance with reasonable investigation standards under the FCBA.

I have attached multiple denial letters from Bank of America dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, all of which contain identical responses despite my submission of new evidence, including the merchants written admission of error.

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