Consumer complaint received 2025-07-18 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: NY

Complaint narrative:
My Bank of America XXXX XXXX credit card was charged {$180.00} by a merchant in XXXX, XXXX without my permission who then refused to cancel the transaction after I complained that he was trying to rip me off. Despite asking for the manager and using all of my best efforts to remind them that I had not approved the transaction and what they were doing was fraud, the merchant refused. Before I left the store, I called Bank of America and explained what happened. They advised me to leave all merchandise on the counter and to wait for the charge to post before disputing it. I followed their advice by leaving all merchandise in the store, took a photo of the situation, left the location, and then waited for the charge to post before disputing the transaction.

Much to my surprise, I received a notice that they had denied my dispute because the merchant lied to their bank ( and mine ) by saying that I had received the merchandise when I absolutely had not and never approved the charge in the first place. I sent a follow-up letter vehemently denying their claims and still, Bank of America failed to protect my interests in the dispute. I was again sent another denial of the dispute, which made absolutely no sense. I then went to the XXXX, NJ branch to discuss the matter with the Assisstant Branch Manager, XXXX XXXX. XXXX XXXX advised me that the the matter should have been filed as a fraud claim and the billing dispute department made a mistake.

Together at the branch, XXXX XXXX and I refiled the claim as a fraud claim but the process to get here has been made unnecessarily difficult by Bank of America and their lack of professionalism in handling the matter. Every time Ive called in, it has been a multi-person call across various departments often taking 1.5-2+ hours to get someone of competence who is willing ( or able ) to help. The goal of Bank of America seems to be to break down us, the customers, so that we dont get what is rightly owed or what is fair. The staff at the branch level has been unable or unwilling to help and the district manager, XXXX XXXX, has refused to make scheduled return calls to me nor has she answered any of my direct calls or voicemails.

Yesterday when at the branch, a request was made by myself and XXXX XXXX for recent interest charges on my account to be waived in light of the fact that I have had over 12 hours of my time wasted on this matter, been lied to by multiple employees of Bank of America, and still dont have a positive resolution after 2.5 months of effort on my part ( simply for following Bank of Americas instructions ). I am literally at my wits end and am turning to the CFPB, the OCC, the XXXX, etc. for assistance in getting a fair resolution in this matter as Bank of Americas attitude has been that my time and money do not matter.

This has been a degrading and dehumanizing experience that has been made overwhelmingly worse by Bank of America 's actions, lack of attention or concern to the matter, and it's staffing problems ( lack of training mainly ).

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