Consumer complaint received 2026-03-19 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:
Complaint Against Bank of America Failure to Properly Investigate Dispute Case Information Case Number : XXXX Amount : {$740.00} Merchant : XXXX XXXX XXXX I am filing this complaint against Bank of America regarding their handling of my dispute. My claim has now been denied three separate times, including after escalation through the CFPB, where I provided additional and critical evidence. Bank of Americas justification that the case has already been reviewed multiple times is not valid, as their initial decision was incorrect and I later provided clear proof of that error. Timeline of Events ( Critical Evidence Ignored ) : 1. The merchant explicitly promised that all courses and materials would be available in XXXX and that the full program, including XXXX, would be delivered. 2. After payment, the service did not match what was promised : * Several courses were only available in XXXX * Multiple courses were missing * The XXXX program was not provided XXXX contacted the merchant, but they failed to respond for an entire week. 4. Due to the lack of response and missing services, I opened a dispute with Bank of America. 5. Bank of America denied the claim stating they could not verify that the service was different from what was purchased. 6. The merchant stopped responding and still did not provide the XXXX program, leaving me without the required certification. 7. Due to the year-end deadline, I was forced to enroll in another XXXX program with a different provider, resulting in double expenses. 8. On XX/XX/XXXX ( only 12 days before the deadline ) the merchant uploaded the XXXX program and additional content without any prior notice. This proves : * The service was incomplete at the time of purchase * Content was added only after the dispute began * The program was delivered too late to be usable 9. I reopened the dispute and submitted this new evidence, proving that : * The merchant had not delivered all courses initially * The XXXX program was missing and only added later * The courses were not provided in XXXX as promised 10. Bank of America denied the claim again. XXXX. After escalating through the CFPB and providing full documentation, Bank of America denied the claim a third time, stating only that the case had already been reviewed. XXXXore Issue : Bank of America is ignoring clear evidence and instead validating the statements of a fraudulent merchant. This merchant : * Misrepresented the language of the courses ( promised XXXX, delivered XXXX ) * Failed to deliver all purchased services * Did not provide the XXXX program at the time of purchase * Uploaded critical content only after the dispute began * Delivered the XXXX too late to be usable * Stopped responding to all communications Despite documented proof of these facts, Bank of America continues to claim that the service was delivered as agreed. This is not a proper or reasonable investigation. Requested Resolution : I am requesting that Bank of America : * Reopen this case and conduct a proper, evidence-based investigation * Reverse the {$740.00} charge * Provide a detailed explanation of why critical evidence was ignored Explain why new evidence submitted after the initial denial was not properly considered Final Statement : This transaction clearly qualifies as : * Services Not Rendered * Misrepresentation of Services * Incomplete and Delayed Delivery Bank of Americas repeated denials demonstrate a failure to properly investigate and an unreasonable reliance on the statements of a fraudulent merchant instead of verifiable evidence. Additionally, I have formally filed complaints against the merchant with the Federal Trade Commission ( FTC ) and the Internal Revenue Service ( IRS ) due to the nature of the misconduct, including misrepresentation and issues related to tax-related educational services. Thank you for your 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 explanation