Consumer complaint received 2024-08-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
On XX/XX/XXXX, I purchased a brand new XXXX XXXX XXXX from XXXX. However, when it arrived XXXX weeks later on XX/XX/XXXX, I was shocked to find that the item I paid for was not inside the box. Upon opening the standard XXXX shipping box, I noticed that the XXXX XXXX XXXX protection box seal was broken. The product itself was dirty and had XXXX large screw-like drill holes in the bottom, which are only used on in-store display items. Additionally, the product was completely non-functional, with none of the buttons working and no power to the device. I believe I was sent a display item used for in-store demonstrations. not a functional consumer product. I immediately took pictures as documentation to prove what I was sent and contacted XXXX the same day to express my concerns. XXXX advised me that they would send a shipping label so I could return the item, and they assured me that once the return was received, I would be fully credited the amount of {$470.00} back to my card. I was told by a customer service representative that the latest I would have to wait for my refund would be XX/XX/XXXX. I provided pictures of the product 's condition when it was received, and also a screenshot of the refund timeframe. As stated, I was told that my refund of {$470.00} would be credited back once my return was received by XXXX. The screenshot shows that on XX/XX/XXXX, XXXX received my return. Also to point out the screenshot also says " Your return is being processed at the Returns Center. Your refund will be issued by XX/XX/XXXX ''. However, when XX/XX/XXXX and XXXX arrived, I still had not received my refund. I contacted XXXX again, and they informed me that I would now have to wait until XX/XX/XXXX to receive my refund. Frustrated by this delay and the broken promise from XXXX, I reached out to Bank of America and filed a claims case. I would like my claim case to be reconsidered and revised with this information and evidence due to the first claim not being ruled in my favor because it went outside of the BOA claim timeframe. The evidence provided against XXXX for delaying my refund time period is to explain why I did not file a fraud claim sooner. 

On XX/XX/XXXX, I contacted Bank of America regarding my fraud claim, but the experience was incredibly frustrating and unprofessional. When I asked the fraud department how to upload documentation for my claim, I was told that they couldnt provide that information, and I would have to figure it out on my own. I made multiple calls afterward, hoping to speak with someone who could help, but I was unsuccessful. 
Finally, after days of persistent calling and speaking with different agents, I managed to get the banks fax number and mailing address. I attempted to fax my documentation, but it didnt go through because I was given the wrong number. Left with no other option, I mailed my documentation to Bank of Americas XXXX XXXX XXXX Department in XXXX  using a USPS express envelope on XX/XX/XXXX. 
After waiting for the mail to be delivered, I called back on XX/XX/XXXX to confirm if my documentation was received. To my disbelief, a XXXX Department associate told me that no documentation was received and even said, We may have lost your mail. I was then told they were unable to help me further. This response seemed highly suspicious to me, as it is unlikely for a USPS express mail to get lost without being returned to the sender, especially when it had my name and address on it. 
That same day, I went to my local Bank of America branch and asked a desk clerk if they could fax the documents for me, which they did. I was advised that the faxed documents would take XXXX business days to be processed. After waiting for XXXX days, I called the XXXX Department on XX/XX/XXXX, and they confirmed that my documentation had been received. They assured me that my case would be reevaluated and that I would receive updates soon. 
However, despite this reevaluation, my claim was once again denied. I strongly believe that the bank is intentionally making it difficult for me to get my money back. I provided substantial evidence, including the timeframe for my XXXX refund, photos of the defective display item I received, and proof that my return was received by XXXX. Yet, Bank of America continues to disregard my case, leaving me with the impression that they are prioritizing their interests over my legitimate concerns.

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