Consumer complaint received 2025-12-14 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: CA

Complaint narrative:
I am filing this complaint because Bank of America improperly denied my chargeback dispute for a {$640.00} charge from XXXX XXXX XXXX in XX/XX/year>. Despite clear evidence that the merchant misrepresented the service and failed to deliver the product as described. The banks investigation was inadequate, did not follow Regulation Z standards, and relied solely on the merchants internal policies instead of the quality of the service actually delivered.

1. The Merchant Misrepresented the Service ( Service Not As Described ) The merchant advertised customized 1:1 coaching, but delivered : - Two generic PDF templates- Incorrect and unsafe nutritional macros - A workout plan requiring equipment I do not own - No revision after providing my limitations - No intake process, no assessment, no individualized guidance - No evidence that he is certified in training or nutrition A certified trainer reviewed the materials and confirmed they were generic and not individualized.

2. Bank of America Ignored Evidence and Relied Only on a Checkbox - The bank focused exclusively on : - A Stripe checkout checkbox - The merchants internal refund policy - The quantity of messages sent - Bank of America did not address the actual grounds for my dispute : - Misrepresentation - Service not as described - Lack of customization - Defective/unsafe guidance - Violation of consumer protection standards Under Regulation Z ( 12 CFR 1026.12 ( c ) ), a cardholder may assert claims against the issuer if services were not delivered as agreed, regardless of the merchants refund policy.

3. The Merchants Rebuttal Did Not Provide Any Evidence of Customization - The merchant submitted a 17-page rebuttal, but : - Provided no customized macros - Provided no revised programs - Provided no coaching notes - Provided no evidence of a 6-month plan - Provided no qualifications - Provided screenshots of repeated send pics messages rather than coaching I submitted : - A certified trainers professional assessment - A detailed written rebuttal - Screenshots showing a lack of customization - Evidence of deceptive checkout design - Evidence that the plan was created before proper intake 4. Bank of America Did Not Conduct a Reasonable Investigation Bank representatives told me : - Our hands are tied because you clicked the checkbox.

- The merchant sent something, so the transaction stands.

- We can not help because this is a subscription. 

This contradicts : - Regulation Z - Mastercard Reason Code 4853 ( Services Not As Described ) - FTC rules on deceptive design and misrepresentation - California Automatic Renewal Law ( Bus. & Prof. Code XXXX ) The dispute was closed without addressing the evidence. 

5. Why I Am Requesting CFPB Intervention I am requesting CFPB assistance because : - The bank did not apply federal dispute laws correctly - The banks investigation was incomplete- The bank ignored expert evidence- The bank improperly deferred to the merchants misleading documents- The denial did not address service quality or misrepresentation

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 monetary relief