Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
On XX/XX/XXXX, I signed an XXXX pest control agreement with XXXX XXXX XXXX after a door-to-door solicitation. The plan was " Seasonal Pest & Mosquito Coverage, XXXX Treatments '' at {$140.00} per treatment, totaling {$1100.00}. I did not have a pest problem at the time. This was a preventive service. Charges were billed to my debit card linked to my checking account. The initial service was incomplete. The technician failed to treat the garage despite being given access, and spiderwebs were not removed. I was promised an interior treatment the following day, which never occurred. No follow-up communication was received. On XX/XX/XXXX, I emailed a formal cancellation and refund request. I also called the office the same day. The representative said they were not authorized to make account changes and no manager was available. I was placed in a queue for a callback. The merchant responded by email stating I must call to cancel, otherwise the account would remain active. I followed up in writing the same day documenting the call and restating my cancellation request. Instead of honoring my cancellation, the merchant issued a partial refund of {$74.00} on XX/XX/XXXX to induce me to continue service. I accepted in good faith based on representations that the issues would be corrected. Additional visits on XX/XX/XXXX and XX/XX/XXXX were agreed upon in lieu of cancellation. On XX/XX/XXXX, the backyard and garage were not treated. On XX/XX/XXXX, the merchant sent an automated " Completed Service '' notification from the technician. However, the garage was still not done, the interior was not treated, and spiderwebs remained on the porch and backyard. The technician did not knock to confirm access despite me being home all day. The technician 's notes described routine service completion, which contradicted what actually occurred. I emailed a " Final Notice '' the same day detailing the failures on both XX/XX/XXXX and XX/XX/XXXX. The merchant responded that it had escalated the matter to an account manager who would call within the hour. XXXX XXXX later, no call had come. I followed up again. The merchant responded that they were " looking into it '' and suggested I call in. A promised manager callback within XXXX XXXX on XX/XX/XXXX never occurred. Interior treatment occurred only XXXX during the entire service period. Since the merchant began treating my home, new pest activity developed that did not exist before service, including roaches and increased spider activity. A window was discovered broken immediately following the XX/XX/XXXX visit and was reported the same day. The service was preventive, yet conditions worsened. Without my knowledge or consent, the merchant placed my account in a " paused '' status. I was not informed of this until XX/XX/XXXX when I called to cancel. XXXX charges totaling {$590.00} posted on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX for services that were misrepresented as completed, deficient, or billed after my cancellation attempt. On XX/XX/XXXX, I sent a second formal written cancellation and detailed refund request outlining every service failure, the door-to-door solicitation origin, the worsening pest conditions, and the impact on my household with XXXX small children. On XX/XX/XXXX, the merchant again responded that a phone call was required to process cancellation and that my account would remain active otherwise. The merchant never addressed the substance of my complaints. I filed a debit card dispute with my bank. A provisional credit of {$440.00} was applied. On XX/XX/XXXX, the bank issued a determination siding with the merchant, stating the charges were not canceled or returned according to the merchant 's policy. The bank indicated the {$440.00} credit would be reversed on XX/XX/XXXX. The bank did not evaluate whether services were rendered as agreed, whether billing was proper under the contract, or whether an error occurred under Regulation XXXX The bank relied solely on the merchant 's internal policy position. I submitted a detailed written dispute and a supplemental response addressing services not rendered, misrepresentation, failure of consideration, unauthorized account modification, inducement after cancellation, and improper post-cancellation billing. The bank has not addressed these issues on the merits. Total charges to debit card : {$590.00}. Partial refund issued : {$74.00}. Net amount disputed : {$520.00}. The merchant also asserts a {$280.00} termination fee, which I dispute as unauthorized and improper given the documented service failures and the merchant 's own material breach of the agreement.

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