Consumer complaint received 2023-12-24 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:
XX/XX/XXXX Bank of America Re : Claim XXXX Sent via email I filed a claim for a fraudulent credit card transaction, and BOA is still ignoring the pertinent facts regarding the claim. 
Per the letter dated XX/XX/XXXX, for the re-evaluation of claim number XXXX on BOA account ending in XXXX, you provided the following reasons for refusal to reverse the fraudulent charges of {$360.00} : XXXX ) There was a statement or information from the merchant such as a signed receipt or contract. 
I only received an emailed receipt for the purchase and no concert tickets. I was repeatedly promised that I would receive them within 48 hours of the event, as indicated in their terms and conditions. 
I filed a police report because they did not fulfill the end of their contract. 
XXXX ) The merchandise or service was not canceled, returned, or eligible for a refund according to the merchants policy. 
I paid for two concert tickets for XXXX XXXX. We were denied entry to the event because there were no tickets at the gate with our names on them, nor did we get digital or paper tickets. The merchants terms and conditions specify that I am entitled to a refund since the tickets were not provided AT ANY POINT TO THIS DAY. 
XXXX ) Although you werent able to use the service, the merchant was willing and able to provide it to you. 
I could not use the service because I never received the tickets. The merchant was NOT willing to help me via email and DID NOT have a working customer service phone number! 
I have addressed these points in detail in my previous communications, refuting your conclusions. In this dispute, Bank of America seems to side with the vendor, citing every ambiguity instead of supporting the bank customers rights against fraud. 
It appears BOA has yet to spend any time researching this vendor. If so, you would see this website has a practice of not sending tickets after receiving payment or selling the same ticket to multiple customers ( which ultimately denies access to the customer when they try to use it ). 
Bank of America has a fiduciary responsibility to settle the claim in favor of the BOA customer if given reasonable evidence to support the dispute. The Bank also has a duty to protect their customers from apparent scams. 
Both my spouse and I have been Bank of America customers for decades, and it is very disappointing that you failed to defend your customers rights. 
In conclusion, I did not pay {$360.00} to enter a lottery or chance drawing for tickets. I paid for the actual tickets, which the vendor failed to provide at any time. 

XXXX XXXX XXXX BOA Letter : XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX FL XXXX Update On Your Request Account ( XXXX ) ending in XXXX Claim number XXXX Date XX/XX/XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX you requested, we completed a re-evaluation of your credit card dispute unfortunately, our decision to decline your claim hasnt changed. Here are the details of the disputed charge ( XXXX ) : Description Amount XXXX XXXXXXXX XXXX XXXX {$360.00} Our research included the information you provided with your claim, your account history, and if available, information from the merchant, such as a signed receipt or contract. We made this decision because : The merchandise or service ( XXXX ) wasnt canceled, returned or eligible for a refund according to the merchant 's policy. 
Although you werent able to use the service, the merchant was willing and able to provide it to you. What's next Weve contacted the credit reporting agencies below to add a comment to your credit report stating you disagree with our decision on your claim. Please keep in mind it may take up to 60 days for the comment to appear on your credit file. 
XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Any temporary credits applied to your account will be removed youll see the adjustment on your monthly statement. 
We consider your dispute resolved and the charge ( XXXX ) in dispute is now part of the balance owed. 
Bank of America and the Bank of America logo are registered trademarks of the Bank of America Corporation. Bank of America , N.A . Member FDIC. 
XXXX XXXX XXXX XXXX of 2 If theres a remaining balance, please continue to make the required payments to avoid any related interest charges or late fees. Were here to help If you have any questions, or additional information about your claim, please call us at XXXX, Monday through Friday, XXXX XXXX XXXX XXXX XXXX. Eastern. 
Thank you for your patience during our review.

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