Consumer complaint received 2025-07-24 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: CA

Complaint narrative:
I am filing a formal complaint against Bank of America for mishandling a credit card dispute related to a missing items/deceptive and abandoned furniture order placed through XXXX. My dispute was denied without a fair investigation and without any request for documentation from me, which directly violates consumer protections under federal law, including the Fair Credit Billing Act ( FCBA ) and Regulation Z. 
________________________________________ Complaint Summary : Transaction Amount : {$720.00} Merchant : XXXX ( Third-Party Seller ) Order Date : XX/XX/XXXX Dispute Outcome : Denied by Bank of America without documentation request Dispute Reference : [ Insert Case Number, if available ] Supporting Documentation : Available upon request ________________________________________ Dispute Background : I purchased outdoor patio furniture for {$720.00} from a third-party XXXX seller on XX/XX/XXXX. Upon delivery, the items were defective, large, and extremely heavy, and the seller refused to provide any assistance or remedy. I sent written notice informing the seller that the goods would be considered abandoned if not retrieved by XX/XX/XXXX. 
When the seller failed to pick up the merchandise by the deadline, I paid a professional junk hauling service {$100.00} on XX/XX/XXXX to remove the boxes from my property. I documented every step of this process and retained all communications, invoices, and photos. 
Despite this, when I filed a billing dispute with Bank of America, the claim was denied without any opportunity to submit my documentation. It is clear that Bank of America relied exclusively on XXXX word, ignoring my consumer rights under federal law. 
________________________________________ Legal and Regulatory Violations : Bank of Americas actions appear to violate the following

: 1. Fair Credit Billing Act ( FCBA ) 15 U.S. Code 1666 Requires that creditors conduct a reasonable, fair investigation of billing disputes.

Prohibits denying a claim without providing the cardholder the opportunity to submit evidence.

2. Regulation Z 12 CFR 1026.13 Requires the creditor to consider all available evidence, including from the consumer. 
It is improper to rely solely on merchant representations without considering the consumers side. 
Relevant language from Regulation Z ( 1026.13 ( f ) ) : The creditor may not automatically accept the merchants explanation or documentation without considering the consumers evidence or opportunity to submit supporting documentation.

3. CFPB Supervisory Guidance ( 2022 Highlights ) The Consumer Financial Protection Bureau ( CFPB ) has warned creditors against : o Automatically denying disputes based on merchant responses o Failing to give consumers a chance to submit documentation o Engaging in unreasonable or one-sided investigations Source : CFPB Supervisory Highlights Summer XXXX ________________________________________ What I Am Requesting : 1. Immediate reopening of the dispute for proper investigation 2. Full reimbursement of {$720.00} for the defective and abandoned goods 3. Consideration of the {$100.00} junk removal fee I was forced to pay due to the sellers inaction 4. A written explanation from Bank of America as to why the dispute was denied without a request for documentation 5. Regulatory oversight to ensure Bank of America complies with its obligations under federal law ________________________________________ Supporting Evidence Available : Order invoice Photos of damaged merchandise XXXX and seller correspondence Abandonment notice and XX/XX/XXXX deadline {$100.00} junk removal receipt Timeline of communication with Bank of America

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