Consumer complaint received 2026-04-23 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: TX

Complaint narrative:
b'BRIEF SUMMARY - \nI paid up front XXXX XXXX XXXX for some dental work that was to be done over a year. About half way through a big issue arose with a custom dental/ medical device the dentist provided. When the dentist was unable and then unwilling to do anything to remedy the matter I wasn\'t sure if they would at least provide a quality final product. I started researching the issues and became increasingly certain I could NOT trust them to provide a final product of the quality they originally sold me. I also came to understand what the processes were for the portion of my treatment plan that had completed and quickly realized that the services I had been billed and paid for were not the services they actually provided.. At that point I contacted them to advise them that I would no longer be working with them and I would find another dentist to complete the job. At that point the only thing left to do was the final set of Partials and those mold impressions couldn\'t be done for another 4 months while my mouth finished healing properly. After finding another dentist (XXXX XXXX) and made an appointment for a consultation so we could get the ball rolling. Once we did x-rays and an exam I was disappointed once again when I found out there was a portion of the work I paid XXXX for that had not been done at all and still needed to be done. I ended up having to pay for those services for a second time and having XXXX XXXX do them that day while we planned ahead for XX/XX/XXXX when we would start the process of getting the final dentures manufactured. I made considerable effort to work with XXXX XXXX to come to a mutually agreeable resolution that covered all the different pieces of this matter which was unsuccessful. I had no other options but to dispute the charges with my credit card company which they denied twice despite the fact I provided meticulous details and extensive documentation supporting my claim. The reasons for denying my claim given by Bank of America didnt seem to actually apply to my specific dispute as they never seemed to have a clear understanding of the situation with the Temporary partials being defective/ ill-fitting/ unusable and not a returnable device. They also didnt address the Finale Partials having not been manufactured/ provided at all. Nor did they seem to ever investigate my claims about the fraudulent billing or the work that had been done by and paid to a second dentist because they were not done by the first dentist. It doesn\'t appear they addressed most of my issues with the dentist at all and they never appeared to provide any documentation to show the work had been done. It actually doesn\'t even look like Bank of America even asked them about it. I can\'t ever actually be allowed to speak to the investigator either by phone or email. It\'s almost impossible to actually get anyone on the phone and I tried to visit a BOA in person but it appears they no longer have branches where you can walk in to work with an actual human being in person anymore. At least they no longer staff the 3 different branches I visited. It is my opinion that Bank of America did not conduct a "Reasonable Investigation" as is mandated by the Fair Credit Billing Act. If I understand the "Claims and Defenses" rules, under federal law (15 USC 1666i) I have the right to withhold payment for defective services or goods if I made a good faith effort to resolve the issue with the merchant first which I did. And that for services that were defective or not provided the card issuer stands in the shoes of the merchant if the purchase was over $XXXX and in my home state within 100 miles of my address allowing me to take the same legal actions against the issuer as I can take against the seller allowing me the option to sue the credit card issuer for the problem.\n\nThe following 2 timeline summaries are basically to provide the dates and amounts your website states should be included in the box provided for me to describe my complaint.\nIn order to not go over the 50 pages/ 10MB limit you have for attachments, I will only be sending a portion of the documents sent to BOA. Along with the information I\'m providing here I will be attaching 4 sets of documents with 9 pages in each containing a more detailed claim statement along with only the most relevant information.\n\nDENTAL TIMELINE - \nXX/XX/XXXX - Dental Consultation - New patient paperwork, x-rays, examination, treatment plan\nXX/XX/XXXX - Initial Appointment - Paid full balance due - $XXXX ($XXXX Bank of America credit card, $XXXX XXXX XXXX) - did cleaning (should have been SRP but was a simple polishing), fillings (should have been 4 but only 3 were done), molds for temporary partials\nXX/XX/XXXX - 2nd Appointment - Extractions(Simple but I was billed and paid for XXXX), x-ray, delivered temporary partials after making adjustments twice\nXX/XX/XXXX - Adjustments Made to Partials\nXX/XX/XXXX - Adjustments Made to Partials\nXX/XX/XXXX - Adjustments Made to Partials - Dentist tried to do molds for Permanent Dentures - FOUR MONTHS EARLY but I refused asking for an appointment 2 weeks out \n***RESEARCHING***\nXX/XX/XXXX - Contacted Dentist to tell them to cancel the appt for XX/XX/XXXX because I would not be doing the Final set of dentures with them because I still could not wear the Temporary set due to their Ill Fit causing pain and I was unable to eat or talk while wearing them and that I no longer trusted them because they originally told me my mouth had to completely heal for 4 or 5 months before we made the final set of mold which aligns with the industry standard and then tried to rush them when they wanted to do them after just 4 weeks. Requested dental records and a refund for the final set of dentures that had yet to be manufactured.\nXX/XX/XXXX- Initial Appointment with 2nd Dentist to begin the process for a permanent set of partial dentures - x-rays, exam, treatment plan - Found out I was still in need of a deep cleaning, 2 fillings one of which was tooth # 3 which the first dentist already billed me for and was paid and then of course the final set or Partials which I was still four months away from being healed enough to make the molds for. I paid another $XXXX at this appointment for the x-rays, deep cleaning and fillings all of which were done at that same appt. I am to pay $XXXX in XX/XX/XXXX when we do the final molds. \n\nBANK OF AMERICA CREDIT CARD DISPUTE TIMELINE - \nXX/XX/XXXX - I opened Initial Dispute for $XXXX over the phone (also dispute with supporting documents via Certified Mail / USPS)\nXX/XX/XXXX - BOA requested me to send supporting documentation - SENT\nXX/XX/XXXX - BOA requested me to send additional information - SENT\nXX/XX/XXXX - BOA DENIAL LETTER # 1\nXX/XX/XXXX - I requested my dispute be reopened via Phone - they requested I send a fax requesting the claim be reopened. - SENT\nXX/XX/XXXX - BOA requested more information from me - SENT ***This request was accompanied by what documents the dentist had submitted to them \nXX/XX/XXXX - BOA DENIAL LETTER # 2\n\nXX/XX/XXXX - FILED CLAIM WITH CFPB'

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