Consumer complaint received 2026-06-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/year>, I purchased a California XXXX XXXX know as the XXXX XXXX from XXXX. On XX/XX/year> XXXX failed to properly deliver the mattress to my doorstep ( as described on XXXX website ) due to a severe XXXX delivery failure, details claim the packages were successfully delivered, but it was entirely missing. UPSs proof-of-delivery photo confirms that the driver violated basic delivery protocols. Instead of bringing the large box safely to my door or inside a secured apartment lobby, they abandoned the entire shipment outside by the driveway and street. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I contacted XXXX support via e-mail about the lost package. On XX/XX/XXXX I opened a claim for the lost package as XXXX ( although aware of the lost package by me ) had not done so yet. Given XXXX sluggish response with processing my refund ( now XXXX days since I notified them of the failed delivery ), I filed a claim with Bank of America on XX/XX/XXXX disputing the transaction with XXXX in the amount of {$3500.00}. On XX/XX/XXXX a XXXX agent came to further investigate the claim and concluded in my favorthe package was indeed not successfully delivered. XXXX was informed by XXXX and myself of their findings and needed additional documentation from them to complete the loss claim. As of todays date XX/XX/year> they have failed to do so. On XX/XX/XXXX Bank of America denied my claim basing their conclusions solely on XXXX fraudulent and misleading evidence. Stating that ( per the tracking number ) the mattress was deliverednot true. That I contacted them on XX/XX/XXXX regarding assistance with the mattress ( thus proving that I was in possession of said mattress ) blatantly false. Any assistance with the mattress I ever communicated with XXXX was in reference to the loss claim with XXXX to expedite a refund on this order. On XX/XX/XXXX after speaking with a XXXX in Bank XXXX XXXX XXXX department, the case was reopened due to the tracking number by XXXX for said mattress clearly indicates that XXXX has failed to provide the proper documentation to complete the loss claim. I asked if I would be receiving a provisional credit pending this investigation, I was told that provisional credits are granted to small transactions, not for large claim amounts like mine. Since having disputed a non-delivery debit card transaction on XX/XX/year>, and reopening it with vital XXXX evidence on XX/XX/year>, more than XXXX business days have passed, and the bank refuses to issue provisional credit, claiming the amount is too large. Bank of America is violating Regulation XXXX ( XXXX XXXX XXXX ) regarding my debit card dispute for {$3500.00} reopened with new XXXX non-delivery evidence on XX/XX/year>. The bank explicitly told me they would not issue provisional credit because the amount is 'too large. ' Regulation XXXX mandates provisional credit after XXXX business days if an investigation is incomplete, and provides absolutely no exemption for large transaction amounts. As of today XX/XX/XXXX, the XXXX window has closed, the status remains 'Researching ', and my cash is still being illegally withheld.

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