Consumer complaint received 2025-02-26 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: WA

Complaint narrative:
Account Ending in XXXX Claim Number XXXX On XX/XX/year> I filed a claim with Bank of America for a purchase made at XXXX on XX/XX/XXXX for {$1600.00}. I provided very detailed proof explaining what happened and included a screenshot of every communication that was made with the merchant. In the merchants response to the BoA, they accused me of fraud due to my roommate sending the incorrect package to them, per the screenshots that I provided to BoA, the merchant agreed to refund the {$1600.00} once I returned the correct merchandise as long as I purchased my own return label, I was fine with this resolution and agreed to proceed. However, once the correct merchandise was delivered to the merchant they confirmed that they received it but refused to refund me because they claimed that I had opened a dispute with the bank ( which I had not even done yet ). 

I provided BoA with proof that the correct merchandise was returned. I provided a XXXX drop off receipt ( Tracking ID XXXX ), as well as a photo of the shipping label showing the address that the merchant provided to me, and a photo of the XXXX employee scanning the package inside of the XXXX store. I also provided a copy of the XXXX shipment overview showing the merchandise was returned and signed or on XX/XX/year>, the package weight was XXXX and the package dimensions were XXXX. All of this evidence proves that the merchant agreed to let me return the correct item and once they received the correct item they falsely accused me of opening a bank dispute and refused to refund me for the return. 

BoA denied my dispute because they said I did not return according to the merchants return policy. However, I included a copy of the merchants return policy which shows that I did follow the return policy and even had written permission from the merchant to allow me to return the merchandise. 
The merchants return policy states : Every part we sell may be returned within 30 days for a refund of the part price with the exception of liquids that have been opened ( oil, paint ) and Gift Certificates. Arrange your return on the Order Status & Returns page. 
If a part doesn't fit, don't try to " make it fit '' and risk damaging the part, your car, or yourself! XXXX is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified. 
To receive credit, a returned part must be complete and in its original, unmarked manufacturer 's packaging ( unless specifically noted otherwise ). Cores must be returned in the box the new part came in. Returns may not be refundable if the part, or the manufacturer 's box, is damaged while in transit to our warehouse.

Shipping charges are not refundable unless the return is due to our mistake. If you refuse delivery or the carrier returns a package because you provided an invalid address, the cost of return shipping will be deducted from your refund. 

I followed the return policy and this is proven by all of the XXXX info that I provided to BoA via fax. In the emails I provided to BoA, you can see that the merchant solely did not want to refund me despite receiving the merchandise because they claimed I had opened a bank dispute which was untrue at that time. 

I feel as though BoA did not look at any of the evidence that I provided to them and just blindly believed the merchants false accusations. I would like to reiterate that I provided BoA with the following : - Screenshot of email explaining the wrong return situation - Screenshot of merchant allowing me to return the correct item as long as I purchase the shipping label, it also shows the address that they instructed me to send the return to - Photo of the XXXX employee scanning the package in - Photo of the XXXX drop off receipt - Copy of the XXXX label used to return the merchandise - Screenshot of Proof of Delivery + Shipment Overview - Shows package was delivered on Friday XX/XX/year> at XXXX in XXXX MD and signed by XXXX XXXX Shows package weight was XXXX and the package dimensions were XXXX - Screenshot saying the merchant was not accepting my return unless I closed my bank dispute ( which I hadn't even filed yet ) I think this further proves that BoA did not properly review the documentation that I provided and did not resolve the dispute fairly and accurately.

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