Consumer complaint received 2025-06-17 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: TX

Complaint narrative:
Subject : Formal Complaint : Unjust Denial of Credit Card Dispute XXXX XXXX XXXX XXXX XXXX ( Account ending in XXXX, Claim # XXXX ) To the Consumer Financial Protection Bureau, I am filing this formal complaint against Bank of America regarding the unjust and persistent denial of my credit card dispute, Claim # XXXX, concerning a {$220.00} charge from XXXX XXXX XXXXThe {$220.00} charged amount includes a hair color service {$130.00}, a service tax {$15.00}, and a service tip {$80.00}. Despite my rigorous adherence to dispute procedures and providing compelling evidence, Bank of America refuses to acknowledge the clear defect in the service rendered. 

Chronology of Dispute and Bank of America 's Actions : Initial Service Issue : On XX/XX/year>, I received a hair color treatment that resulted in severe, unacceptable XXXX  as demonstrated in the photo evidences on XX/XX/year>. This outcome was fundamentally defective and not as described, directly failing to meet the professional standards and expectations for such a service. 

Initial Dispute & Bank 's Denial : I promptly initiated a dispute with Bank of America. The bank subsequently denied this initial claim on XX/XX/year>, stating an inability to confirm the service received was different from what was expected. 

Formal Appeal with Conclusive Evidence : On XX/XX/year> Certified Mail Appeal was sent, I executed the formal appeal via sending a certified mail in a XXXX  store, explicitly presenting irrefutable photographic evidence of the severe XXXX. My appeal clearly affirmed that this condition constitutes a defective service and a " goods/services not as described '' issue, aligning precisely with Visa Reason Code XXXX : " Not As Described or Defective Merchandise/Services. '' Bank of America 's Latest Refusal ( XX/XX/year> ) : Bank of America has issued a " re-evaluation '' decision dated XX/XX/year>. This letter reiterates their refusal to approve my claim, falsely asserting, " We're unable to confirm that you were supposed to receive something different than what you received. We requested, but didn't receive, information showing what you received is different than what you purchased. '' My Rebuttal to Bank of America 's False Statement and Demand for Action : Bank of America 's assertion that they " didn't receive information showing what you received is different '' is demonstrably false and entirely unacceptable. The comprehensive photographic evidence submitted with my formal appeal, depicting the explicit and pervasive XXXX  of my hair, is precisely the information that conclusively demonstrates the service was different from, and inferior to, what was purchased and expected. This visual proof unmistakably validates that the hair color treatment was defective and not as described. 

The presence of severe XXXX  is a definitive defect in a professional hair coloring service. It signifies a failure to correctly lift or neutralize underlying pigments, resulting in an undesired, unprofessional, and significantly altered outcome compared to any reasonable expectation or professional standard. This directly falls under the purview of Visa Reason Code XXXX, which explicitly covers defective services. 

I demand that the CFPB compel Bank of America to rectify this erroneous decision. I insist on a thorough and impartial review of the concrete evidence I have provided, which unequivocally proves the service was defective and not as described. 

Requested Resolution : I require Bank of America to immediately reverse their decision, re-open my dispute, and provide a full credit of {$220.00} to my account for the defective hair color treatment. 

Please see the uploaded photos and documents for the evidences : -Bank of America 's Initial Dispute Denial the first letter dated XX/XX/year> -My Formal Appeal Letter via certified mail on XX/XX/year>, including the evidence photos of XXXX. 

-The evidence photos of XXXX  as the service item defective. 

-Certified Mail Receipt and Delivery Confirmation the Proof that Bank of America received my appeal -Bank of America 's Latest Denial Letter dated XX/XX/year> -The relevant communication ( texts and photos with the hair salon ) Thank you for your immediate action to this critical matter. 

Sincerely, XXXX XXXX Account XXXX in XXXX Claim Number : 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 monetary relief