Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
CFPB Complaint Narrative Good afternoon, I am submitting this complaint to request CFPB intervention regarding a {$9100.00} ACH payment I made to XXXX XXXX, also operating as XXXX, on XX/XX/XXXX. 

The payment was based on a signed agreement and sales representations made verbally by the merchant, offering specific marketing services and outcomes. The written agreement itself is vague and ambiguous, as it does not define clear deliverables, timelines, performance standards, cancellation terms, or refund policies, nor does it disclaim reliance on verbal representations. 

Following the execution of the agreement, all follow-up communications were scheduled and controlled by the merchant, consisting of calls that continued through XX/XX/XXXX. During these calls, it became evident that the services being discussed and offered did not align with what was promised during the sales process, and that the merchant did not deliver the services as represented. Evidence of these follow-ups consists of automated call reminders generated by the merchants system. 

On XX/XX/XXXX, I formally requested cancellation of the agreement signed on XX/XX/XXXX. On XX/XX/XXXX at XXXXXXXX XXXX, I had a recorded call with the merchants manager, during which I confronted them regarding the lack of service delivery. The manager responded : Do you think think that you have no responsibility in generating every dollar that comes through the doors? '' This statement demonstrates bad faith and deceptive business practices, confirming that the transaction was induced by misrepresentation. 

Later that same day, at XXXX XXXX, the merchant responded in writing to my cancellation request, offering only a 20 % partial refund of the {$9100.00} payment and conditioning that refund on the execution of a release agreement, which would require me to waive my rights. The merchant did not dispute that services were not delivered, nor did they provide evidence of meaningful performance. This partial refund offer further confirms non-delivery of services and coercive business practices. 

Additionally, the merchants written responses acknowledge multiple purchases and charges, while failing to clearly distinguish services rendered, reinforcing a pattern of confusing and deceptive billing practices. 

Bank of Americas Inconsistent Handling Bank of America currently has XXXX open debit card disputes against the same merchant, operating under different business names. These disputes were opened on XX/XX/XXXX at approximately XXXX XXXX and I have received XXXX written dispute confirmation emails from Bank of America. 

However, when I requested that Bank of America XXXX an ACH dispute for the {$9100.00} transaction, I was refused. During a call on XX/XX/XXXX at XXXX XXXX a Bank of America supervisor declined to open the dispute. During this same interaction, an agent named XXXX stated : No bank can process XXXX disputes, And refused to provide any written documentation of the denial. 

This refusal is factually incorrect and inconsistent with Bank of Americas handling of the related debit card disputes involving the same merchant and the same pattern of deceptive conduct. Bank of America failed to apply its dispute procedures consistently in a case involving authorized payment induced by misrepresentation and deceptive business practices.

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