Consumer complaint received 2025-09-04 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: WI

Complaint narrative:
I am filing this third complaint regarding Bank of America Mastercard. The previous 2 complaints did not provide me with a satisfactory resolution. The first was submitted on XX/XX/XXXX, XXXX. I received a response on XX/XX/XXXX and waited for my dispute case which was to end XXXX. I refiled another complaint, XXXX on XX/XX/XXXX and received a response on XX/XX/XXXX which did not address my complaint. I then filed a response asking them to actually answer specific questions I had about my denial. To date, I have had NO response from Bank of America regarding my dispute.. 

XXXX XXXX Bank of America XXXX statements have shown " zero '' minimum payment due until now. As of XXXX XXXX, I am required to pay the entire balance of {$12000.00} for a scam transaction with XXXX XXXX XXXX vacations. The reason I have waited to again file a complaint with the CFPB is that due to no response from Bank of America and the " XXXX '' minimum balance due, until now, I had assumed Bank of America was still investigating my complaint. 

I will provide you with a brief summary of this transaction : On XX/XX/XXXX, we attended a sales seminar at a Chilis Restaurant in XXXX, WI, given by XXXX XXXX XXXX XXXX that verbally guaranteed relief of our timeshare commitment with XXXX XXXX XXXX The audience at this seminar consisted of about 80 % elderly timeshare owners. We were all told, several times by XXXX XXXX XXXX, that they were the ONLY company that could achieve this. They targeted those of us, me included, who are elderly, using scare tactics that, " your children and their children will inherit all the fees from you. We are the only company that has had success in getting this done. '' AND " We work closely with XXXX and have a near 100 % success rate. '' I was charged {$12000.00} for this service they verbally and emphatically promised they would and COULD deliver on. 

I have sent Bank of America pages and pages of documentation supporting my dispute., along with dozens of phone calls to their Customer Service Department XXXX They have been made aware with each communication, oral and written, that XXXX XXXX not work with us. In fact, per XXXX, " The XXXX XXXX XXXX XXXX XXXX { known as the Transitions program } was paused due to the XXXX XXXX XXXX acquisition of XXXX XXXX in XXXX, and has not resumed, with reports in XXXX of XXXX stating the program is still paused with no expected resumption date. '' This service that XXXX XXXX XXXX promised all of us was completely impossible to fulfill. Also, XXXX 's XXXX XXXX sued and won a landmark ruling against third party timeshare exit companies in XXXX, alleging they falsely advertised a close relationship with XXXX and tricked owners into paying upfront fees for non-existent services. This is EXACTLY what XXXX XXXX XXXX did to those of us that attended their sales seminar. 

I called Bank of America Customer Service within the XXXX period following the charge and bank statement date. I explained all of the details of the transaction with XXXX XXXX XXXX, that the service they had promised was impossible to fulfill. I was told by their representative that this was definitely a fraud case. He took down all my information and said he would submit it as such. He also provided me with a Bank of America address to mail supporting documents, which I did. 

I was notified by Bank of America a couple of months later that my dispute for this charge was denied. I then, again phoned Bank of America Customer Service to inquire why. I was told that my dispute should not have been filed as fraud but as Services Not Provided. My dispute was then filed correctly, and I again mailed additional supporting data. At this time, it had been several months since the original charge. The first Bank of America customer service agent miscategorized the dispute which hindered my dispute process. Bank of America can not use the excuse that I filed my dispute for Services Not Provided too late because this was an error on their employee 's part. The bank has an obligation to process disputes correctly. 

Under the Fair Credit Billing Act, a credit card company is legally required to conduct a reasonable investigation into a billing dispute. If the company uses information from the merchant or salespersons to deny your claim, it must explain its decision in writing and, upon request, provide copies of the documentation used to support its conclusion. I have phone records and my rebuttal response to my last CFPB compliant requesting a complete explanation for their reasons for denial. I have only received the same XXXX computer generated letters from Bank of America dated XX/XX/XXXX and XX/XX/XXXX. They provided XXXX XXXX sentence statements : XXXX } The merchandise or service { XXXX } wasn't canceled or returned for a refund according to the merchant 's policy. XXXX } Although you weren't able to use the service, the merchant was willing and able to provide it to you. Obviously, Bank of America did not due their due diligence in investigating my claim as they are required to do. A simple communication with XXXX would have proven the service that was promised by My Time Worldwide COULD NOT be provided or fulfilled. 

XXXX Bank of America 's reason for denial # XXXX, cancellation : I mailed Bank of America extensive documentation regarding our sales meeting with XXXX XXXX of My Time Worldwide. XXXX XXXX sat across from us at the booth at XXXX. He had his laptop, which we could not see. He verbally very quickly went through the details of this business transaction. I do remember him stating quickly, " You can cancel anytime. '' He kept clicking keys on his computer, again, none of us could see what he was typing. Again, I have asked Bank of America for copies of XXXX XXXX XXXX 's documentation of this transaction. No response from Bank of America. A merchant 's refund policy does not override XXXX 's network riles for legitimate disputes. The merchant 's cancellation policy is secondary to their fundamental obligation to provide the service they sold you. A failure to provide the service promised represents a breach of contract. 

XXXX Bank of America 's reason for denial # XXXX : The merchant was willing and able to provide this service. This is an absolute bold-faced lie! If My XXXX XXXX was aware that XXXX was NOT allowing timeshare owners release of ownership at the time of this sale, they committed fraud! At the conclusion of the sales presentation from My XXXX XXXX, everyone was given paperwork. There were check boxes we were supposed to check that we had received information on. I remember XXXX of them was something like, " No promises made ''. I and others at the seminar stated we would not check that box as XXXX XXXX had, many times, promised us release from our time share commitment. XXXX XXXX, said, " That's fine, no problem. '' Again, I have requested the documents that XXXX XXXX XXXX submitted for this dispute, many times with no response from Bank of America. We do not have any idea what was filled in on paper or his laptop after the fact which also constitutes a crime. 

Wisconsin courts exercise " long-arm jurisdiction over out of state entities that have sufficient contact with the state, which Bank of America does . They can be sued in Wisconsin small claims court, as the transaction occurred in Wisconsin. When/if Bank of America responds to this complaint, I ask that they provide the name and address of who the server should deliver the subpoena to appear in XXXX court XXXX. I have documentation from XXXX XXXX XXXX there was NO way be relieved of our timeshare commitment at the time of sale. Therefore, the goods or services could not be fulfilled. PERIOD Following submission of this complaint, I will be forwarding a copy of it to XXXX XXXX, XXXX of consumer, Retail, & Preferred, who oversees Bank of America XXXX, all Board of XXXX Members, etc. I also have complaints on file in my computer which I will be submitting to the XXXX XXXX XXXX XXXX XXXX, the Federal Trade Commission, and Consumer Protection for the State of Wisconsin, and the Attorney General offices of both Wisconsin and North Carolina, etc., etc. You, the CFPB, and the OCC have already imposed a total of {$150.00} XXXX in penalties for unfair practices. If there is a way to accelerate these XXXX same complaints to another level, please do so. 

It is quite evident to me that Bank of America is not very concerned about how consumers perceive their business practices. The {$12.00}, XXXX is financially devastating to me as I am XXXX XXXX XXXX and my only source of income is social security. {$12000.00} is 5 months gross income for me. {$12000.00} is 0.000044235 % of Bank XXXX XXXX XXXX income of {$27.00} XXXX for XXXX, Currently, Bank of America is under investigation by the XXXX XXXX XXXX which is questioning the extent of XXXX XXXX Bank of America conducted before processing fees paid to XXXX XXXX for tax and art-related services. I could go on and on and on. 

Bottom line, Bank of America did not due their due diligence in my disputed claim. Had they actually contacted XXXX, they would have been told that the service I was promised and paid for was impossible to fulfill. Bank of America, however, chose to believe the lies and misinformation that XXXX XXXX XXXX gave them. Bank of America chose to side with a company that, " is a timeshare related scam that uses misleading tactics to pressure those who attend their seminars, especially the elderly population. '' Our country is very divided right now. However, no matter what a person 's party is now, the average low- and middle-class Americans have negative views toward large corporations. A widespread sentiment exists that big business prioritizes its own profits and wealthy shareholders at the expense of everyday workers and the general public. Bank of America, you can do the correct, honest, reputable option here and reverse the {$12000.00} charge on my account for SERVICES NOT PROVIDED. 

Sincerely, XXXX XXXX XXXX

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