Consumer complaint received 2024-09-04 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: NJ

Complaint narrative:
I could not find correct category for my complaint and thus selected whatever I could. Below, however, are the details on the complaint. 

Subject : Formal Complaint Regarding Unresolved Refund Claim I purchased furniture from XXXX XXXX using my Bank of America debit card. Upon delivery, I found the furniture to be of subpar quality and consequently refused to accept it, clearly communicating the reason to the merchant. The merchant confirmed in writing that a full refund would be issued. Additionally, the merchant caused damage to my property and agreed to cover the repair costs, which also never materialized. 

After multiple follow-ups, the merchant sent a refund check ; however, my name was misspelled. Despite my request for a corrected check, the merchant delayed the process significantly and ultimately refused to reissue the check. This protracted process forced me to initiate a claim with my bank beyond the standard dispute window. The disputed transaction amount was $ XXXX. 

During my initial call to Bank of America, the representative who processed my claim acknowledged that many vendors employ such delaying tactics. He assured me that, while my claim might initially be denied due to procedural reasons, I should not be concerned and could resubmit it with the proper documentation for reconsideration. Despite these assurances, I never received any official documentation or notification of the claim 's denial, even though it was recorded in the bank 's system. 

As anticipated, my claim was denied due to being filed outside the designated dispute window. Upon contacting customer service again, I was informed of this denial. I referred to my previous conversation with the representative, but the new representative was unhelpful and discourteous. I then requested to speak with a supervisor, XXXX ( employee ID : XXXX ), who stated that she resubmitted the claim ( claim number : XXXX ) and requested that I provide email correspondence with the merchant to substantiate my claim using banks fax number. I complied with this request. I specifically asked the supervisor what would happen if the claim was again denied, whether by the merchant or otherwise. She reassured me that, in such a case, the bank would accept full liability ( you can investigate the recording of this conversation ). Based on this assurance, I expected the matter to be resolved in my favor. 

Today, I contacted the bank and was informed once again that my claim was denied due to its timing, despite the prior assurance from the supervisor that the bank would take responsibility. This conduct is both unacceptable and misleading. 

It is concerning that a bank of Bank of America 's stature, in whom consumers place considerable trust, would provide such conflicting information and fail to honor its commitments. 

I request that the Consumer Financial Protection Bureau ( CFPB ) intervene to ensure that Bank of America fulfills its obligation to refund my money and addresses this clear breach of trust and accountability.

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