Consumer complaint received 2026-04-13 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: NJ

Complaint narrative:
I am writing to formally dispute BOA 's denial of my chargeback claim, request an immediate correction to any adverse credit bureau reporting related to this disputed charge, and to place on record the multiple material failures of BOA 's investigation process. I. BACKGROUND AND FACTS On or around XX/XX/XXXX, I signed up for an XXXX XXXX introductory Starter Box subscription for fresh dog food. I was not clearly informed at the time of sign-up of : ( a ) the specific dollar amount that would be charged for subsequent recurring shipments; ( b ) the timeframe within which I would need to cancel to avoid a renewal charge ; or ( c ) any cancellation deadline tied to the XX/XX/XXXX shipment. On or about XX/XX/XXXX, XXXX charged my card {$240.00} without any prior individual advance notice giving me a meaningful opportunity to cancel this specific renewal. Upon noticing the charge, I contacted XXXX on XX/XX/XXXX and requested cancellation and a refund. XXXX acknowledged my request but stated the order had already shipped. Importantly, XXXX was unable to provide me with a tracking number at the time of my call, which raises serious questions about why cancellation was impossible if the shipment had not yet been physically tendered. XXXX verbally offered a refund on the condition that I donate the food to a local animal shelter and provide proof of donation. Because this is perishable, temperature-sensitive food shipped on dry ice with a viability window measured in hours once unrefrigerated, I immediately drove to the nearest shelter XXXX directed me to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was refused at the door the shelter posted a No Walk-Ins sign and staff told me they did not have refrigerator space for the food. I photographed the shelter entrance and immediately texted this evidence to XXXX representative, as documented in the attached text communications. The nearest alternative shelter was over XXXX minutes away, it was end of business day, and the food would have spoiled before any alternative donation could be completed. I communicated all of this directly to XXXX with documentary evidence. Despite this, XXXX denied my refund and submitted to your bank the misleading and incomplete claim that I did not provide a donation receipt omitting entirely that ( a ) the shelter they directed me to refused the donation, ( b ) I provided photographic proof of my attempt, and ( c ) I was physically unable to complete the donation through no fault of my own. II. GROUNDS FOR RE-INVESTIGATION BOA 's denial letter of XX/XX/XXXX cited two grounds : ( 1 ) inability to confirm I returned the item, and ( 2 ) inability to confirm I received something different from what I purchased. Both of these are inapplicable to the nature of this dispute and reflect a fundamental mischaracterization of my claim : First, this dispute involves a subscription renewal I did not authorize or was not meaningfully informed of not a defective product. The correct framework is an unauthorized or improperly disclosed recurring charge under Reason Code XXXX ( merchandise/services not as described or defective ), and my claim is that the refund pathway XXXX itself offered was rendered impossible by Ollies own failure to coordinate with the shelter they directed me to. Second, Ollies chargeback evidence submitted to BOA omitted the critical fact that I made a documented good-faith attempt to comply with their refund condition and was refused by the shelter. This constitutes a material misrepresentation to BOA as the investigating bank. My text message screenshots, which I provided to BOA 's claims team, directly contradict XXXX characterization of events. XXXX, BOA 's denial letter of XX/XX/XXXX upon re-evaluation still failed to address my documented evidence specifically the photographic proof and text message exchanges with XXXX which I am attaching again herewith. I have strong reason to believe this evidence was either not reviewed or not transmitted to the relevant decision-makers during the investigation. III. VIOLATION OF THE FAIR CREDIT BILLING ACT ADVERSE CREDIT REPORTING Under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 et seq., a creditor is prohibited from reporting a disputed amount as delinquent to a credit reporting agency while a billing dispute is unresolved and properly before the creditor. My dispute was formally initiated on or about XX/XX/XXXX, and remained actively disputed through the re-investigation cycle concluded in XX/XX/XXXX. BOA 's XX/XX/XXXX and XX/XX/XXXX correspondence both confirmed the dispute was under active review. Any adverse credit reporting including late payment notations tied to this disputed amount during the pendency of my dispute is a violation of the FCBA and potentially the Fair Credit Reporting Act ( FCRA ). I am formally demanding that Bank of America : Immediately contact all XXXX credit reporting agencies ( XXXX XXXX XXXX, and XXXX ) to remove any derogatory, late payment, or adverse notation related to this disputed charge ; Provide written confirmation that such corrections have been made within 30 days of receipt of this letter ; Conduct a proper re-investigation of my claim with full consideration of the documentary evidence previously submitted and resubmitted herewith. IV. DOCUMENTARY EVIDENCE ENCLOSED Photographs taken at Animal Alliance shelter on XX/XX/XXXX, showing No Walk-Ins signage and my presence at the location Text message exchanges with XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ) documenting ( a ) their offer of refund-for-donation, ( b ) my real-time communication of the shelter refusal, and ( c ) Ollies subsequent denial despite documented evidence Ollies own chargeback evidence submission ( obtained via claim documents ), which omits the shelter refusal and misrepresents the donation attempt BOA 's denial correspondence dated XX/XX/XXXX and XX/XX/XXXX 2026

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