Consumer complaint received 2025-01-02 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:
This is a new complaint regarding complaint XXXX which you have closed. This issue with Bank of America has never been resolved. Please obtain information from complaint XXXX regarding this matter. This is additional information that is being provided since the closure the complaint listed above. 
After numerous phone calls with, I believe her name is XXXX, at phone number XXXX, this complaint is in no way resolved. For several months after you closed this case as resolved, I attempted to phone her for updates that she had promised me. 
On XX/XX/XXXX, she finally phoned me at XXXXXXXX XXXX  with an update. This was a 3 way call which is recorded between myself, my spouse, and Bank of America. She stated during this phone call that our case was in the Mediation stage where information we had provided would be presented to a Mediator and information from XXXX XXXX XXXX would be presented by their representative. She stated that the end of Mediation would be XX/XX/XXXX and that I would be notified. I questioned her about the {$1200.00} payment we had made on the {$12000.00} Bank of America credit card. She stated that if the Mediation decision went our way, we would receive a refund check from Bank of America for {$1200.00}. XX/XX/XXXX came and went. I attempted to phone her several times, and as was always the case, the calls immediately went to voicemail. 
On XX/XX/XXXX, I logged into our Bank of America account. It stated, and I have a copy of the page stating : XXXX CREDIT BALANCE REFUND DEBIT {$1200.00} BALANCE {$0.00}. I again attempted to phone Bank of America to verify this, it immediately went to voicemail. I attempted again to phone Bank of America on XX/XX/XXXX to verify, again this went to voicemail. I logged into my account every day to ensure we had a {$1200.00} credit coming and our balance was {$0.00} until XX/XX/XXXX, when we received a REFUND check from Bank of America in the amount of {$1200.00}. I deposited this check on XX/XX/XXXX and phoned Bank of America at XXXXXXXX XXXX XXXX to cancel our credit card. This call was recorded by Bank of America. I asked several times if we did indeed have a {$0.00} balance. I was told yes. I was also told that any accounts with Bank of America were now closed and could not be reopened. Again, I could not have cancelled this credit card if there was any balance on it. I truly believed that this dispute was finally over until XX/XX/XXXX. 
We received a letter from Bank of America which I immediately opened thinking it was an official letter from them stating they had approved our claim. It was not. It was the same denial form letter we had received from them several times stating that we owed {$12000.00} on our credit card, I immediately logged into our Bank of America account and saw that they had reopened the credit card I with them and have charged us {$12000.00}. 
A few months ago, both myself and my spouse had our credit lines locked/frozen on all 3 credit bureaus, XXXX, XXXX XXXX XXXX and XXXX and they have remained locked/frozen at all times. According to information I have been given, a credit card company can not legally reopen a credit card on a locked/frozen line of credit without the permission of the customer. I also informed that, " If you lock your credit line and the credit card company reopens your credit card without your permission, this would be considered FRAUD. '' Bank of America in no way, shape, or form, ever attempted to obtain permission from me to reopen this credit card. 
I was also informed that during the process of Mediation, the customer has legal rights. They are to be informed that the process of Mediation is about to begin. That way, any additional information/documentation can be submitted prior to the process beginning. Also, I have been informed that the customer has the legal right to attend any and all Mediation sessions to ensure all documentation/information is presented and is presented accurately. During my XX/XX/XXXX conversation, which was recorded. I was told that my complaint was already in the Mediation process and would conclude on XX/XX/XXXX. At no time did Bank of America inform me that Mediation would be starting and at no time did Bank of America inform us that we had the right to attend Mediation sessions. If I legally have these rights, Bank of America violated them. 
I left 3 very lengthy voicemails at XXXX informing her of the above information. I also informed her that I would be filing another complaint with you, the CFPB, and requested a response from her/Bank of America XXXX If you are unable to access the information from case XXXX, please let me know and I will send it to you. Thank you so much for taking the time to read my complaint and investigate it. I greatly appreciate it.

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