Consumer complaint received 2025-03-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Credit card company forcing arbitration
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: LA

Complaint narrative:
Background : Me ( XXXX XXXX ) and my husband ( XXXX XXXX XXXX hired a XXXX ( XXXX XXXX XXXX XXXX ) in XX/XX/XXXX to remodel our house, and we agreed that we would pay for the materials with our Credit Card. 
The XXXX would call us saying the job needed materials and we would approve the purchase. He always promised he would deliver the receipts at the end of the week, then at the end of the month. After 2 months of deliverables being postponed and jobs not being done according to our agreement, we fired him and urged him to give us all the materials receipts. 
Needless to say, we never received any of the receipts. We had to hire different people to finish our house. All the work that XXXX XXXX XXXX XXXX performed in our house had to be redone, his crew was completely untrained, just to give an example, the electrician cut the ground wire of the house, we had to pay {$12000.00} to correct all the work that was not to code, some of the installations were life threatening to our family. The quality of the work he provided was terrible, and it is something we have to live with, because we can not afford to redo everything wrong XXXX XXXX XXXX XXXX has done. I have videos and pictures proving how terrible the work he performed is. 
In XX/XX/XXXX my husband started to investigate the purchases XXXX XXXX XXXX XXXX made in our credit cards. He went to every single store and requested the receipt of the purchases. In the receipts we could see that the materials were never used in our house. The receipts had different job names, and the purchases were made far from where our house is. It took a long time to get the approval and cooperation of the business to allow us to see the receipts and print them for our records. 
The receipt list where the materials were not used at all at our house project. I can provide a copy of all receipts listed below. 
Vendor Receipt/Invoice Number Date Location Amount Job Name Note XXXX Auctions XXXX XX/XX/XXXX Metaire - LA XXXX Lifts, Drills XXXX Ladders, Regrigent bottles. 
XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX - LA XXXX Welding XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX - LA XXXX XXXX Split receipt XXXX the XXXX XXXX XXXX XXXX is : {$220.00} XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX LA XXXX Split receipt : the XXXX we should pay is : {$91.00} XXXX XXXX XXXX XX/XX/XXXX Metaire - LA XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Metaire XXXX LA XXXX XXXX XXXX Coburns XXXX XX/XX/XXXX Hammond-LA XXXX AC parts XXXX XXXX XXXX XX/XX/XXXX Harahan-LA XXXX Coburns XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Hammond-LA XXXX AC parts XXXX XXXX Supply XXXX XX/XX/XXXX Hammond-LA XXXX Welding parts Gas XXXX Supply XXXX XX/XX/XXXX Hammond-LA XXXX XXXX parts XXXX XXXX Supply XXXX XX/XX/XXXX Hammond-LA XXXX Welding parts The XXXX XXXX CO XXXX XX/XX/XXXX XXXX XXXX LA XXXX XXXX XXXX The XXXX XXXX CO XXXX XX/XX/XXXX XXXX - LA XXXX Paint XXXX not used in our house XXXX XXXX XXXX CO XXXX XX/XX/XXXX XXXX - LA XXXX XXXX XXXX XXXX In XXXX we XXXX XXXX Police Report Incident XXXX with the XXXX XXXX Police Department XXXX as of XXXX this XXXX is still being investigated and actively pursued XXXX detective Graybill of the XXXX XXXX division ). We filed claims with XXXX XXXX and Bank of America with the transactions XXXX XXXX XXXX XXXX wrongly charged to our credit cards. I sent all the documentation to Bank of America : the receipts where the job name was not for our property and clearly displayed other business names such as hotels and other addresses and businesses along with the police report. XXXX XXXX removed all the charges from my husband 's credit card, but I have been fighting with Bank of America for about XXXX year now and they keep denying my claim and ignoring the evidence. Bank of America has a different reason every time they deny the claim and every time we call in we get a different answer from a different person. Even though we have tried diligently to get to the person that is working our claim we have not been able to. A good example is when we sent in the documentation, no one could find it, it wasn't attached to our account even though we followed proper procedure on submitting the documentation. To me these were all just delay tactics knowing me as an individual is not going to have much ground to stand on in the presence of such a large organization. I feel mistreated and that as a consumer my rights are being violated. 
I need help from the Consumer Financial Protection Bureau ( CFPB ) to resolve this case. I was robbed, I have a Police Report, and Bank of America is not following the law to remove the charges from my account. This should be considered fraud under the XXXX Credit Billing Act and Bank of America should have performed an investigation which they did not. If they had done an investigation they would have noticed the proof of fraud in our documentation.

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