Consumer complaint received 2026-03-31 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: CT

Complaint narrative:
On XX/XX/XXXX I filed a claim with Bank of America for some recurring payments to XXXX and XXXX XXXX. The reason i filed the claim is because the merchant cancelled the order for mercandise I was buying. There were 6 payments I made totaling {$11000.00}. I On XX/XX/XXXX Bank of America requested documents regarding the claim. I noticed in the message they sent me the claim was for Merchandise Not Received and the questions asked were revolving around that reason. I contacted BofA and explained I cant answer some of the questions becuase the claim reasoning is wrong. It should be cancellation of service/product. The rep told me she'll correct the discepancy. On XX/XX/XXXX I got a text from the merchant claiming he received a chargeback for 1 claim and he was confused why it was for merchandise not received .. as it would casue further problems with his payment processing account. I followed up with another call to BofA on XX/XX/XXXX and asked that they fix the claim reason for a second time. The rep told me the first time I called to have it fixed they didn't change anything. He informed me that he would change it to canceled merchandise and I'd see an update in my messages within the BofA app. I checked the app and saw an update but I couldn't see what was updated. On XX/XX/XXXX the vendor texted me and told me he was able to refund 1 payment and I should check my account. I checked my account and it was locked. I called BofA and was told my account was closed likely due to my claims. This was a malicious act against me for calling and requesting that they fix the claim reason. Which I did becuase they asked my questions which I couldn't answer and the merchant told me the claim was reason was false and would get him in trouble with his payment provider. I was also informed that the claim reason was still Merchandise Not Received and they can't change it because the questionare they have to follow first asks " Was the product received? '' then asks " Was the product canceled? '' Since it wasn't received they're forced to put that as the reason ALTHOUGH it wasn't received due to a cancellation. Those are 2 different claim reasons. Now I can't go in bank and get the refunded money and have to wait until my account is fully closed before they can mail me a check for the {$11000.00} minus a {$200.00} credit card payment I made. My account is supposed to close on XX/XX/XXXX and I'll have to wait up to 2 weeks after that date to receive a check and wait another week or so for the check to clear becuase of the amount! That's 8 weeks I won't have acess to $ XXXX. This is causing me financial stress asI borrowed money to cover the product. Now I'll be behind on payments, rent, and utility bills .. becasue of this malicious action taken against me for simply requesting they fix the claim reason!

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