Consumer complaint received 2024-06-27 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: NV

Complaint narrative:
There was an unauthorized transaction posted to my card within XXXX hours of it being received. I contacted the " airline '' when it was seen via their chat app and it took them over XXXX minutes to reply one time even and I told them I can not wait XXXX minutes between responses for something of this nature and how serious it is. I contacted BOFA and had to waste HOURS and I MEAN HOURS on the phone with people at call centers that were absolutely useless, waiting for supervisors took XXXX minutes if you weren't disconnected after waiting XXXX minutes to speak to an employee. Finally the person filed a claim for {$1800.00} and then Monday I check the app/emails to follow up on this and see that there was only like {$120.00} or {$130.00} showing disputed, I had to call in again and spend hours on the phone until I reached a XXXX from XXXX XXXX who understood how the process worked and was the only person I have spoken to so far that sounded like she had any care to do her job and or help with the situation. What she explained to me after putting me on hold is that the full charge of {$1800.00} was disputed prior to it fully posting, however when it " posted '' she explains that the " airline '' had it posted in 3 diff transactions and that the system was in fact processing all of them in the order. She stated on Monday XX/XX/2024 that the final credit of the unauthorized funds available would be there the following day. I waited until Wednesday before trying to reach out to BOFA again at the # she provided me at XXXX when I called in there some guy named XXXX from Arizona after verifying my account had absolutely NO CLUE about anything that was going on with it, no updates. - I asked to speak with a supervisor at that point to again prevent wasting my time and was not allowed to speak to one, I asked over 5 times EASILY arguing even to get one so I didn't have to keep repeating myself to people that have no clue what is going on. This person left me in silence as if he had been waiting for a supervisor for over XXXX minutes while I took out a work phone and called the same number to which it has now said they were then closed for the day. GO figure the people at some call center where the line routed me to - is now closed for the day for a new caller, but they are just giving me the run around placing me on silence, I asked even at what time was the supervisor requested he said at the XXXX minute mark of the conversation mountain time - that was over XXXX minutes AFTER I had asked and pleaded 5 times for a supervisor. Finally I asked for his direct supervisors name so many times he said to me eventually it was XXXX, but wasn't sure if XXXX would be the one to speak to me. I thought no one would ever respond so I stated I would file this complaint on that " silence '' so whoever pulls the call can see all this factual information about BOFA employees acting like this it is absurd! The supervisor who came to the line was named XXXX he states as I did ask to spell it since I couldn't hear- this guy was the slowest speaking person literally you could ever talk to. It was as if he just woke up from a nap and he was going to milk the time clock at the call center for every little cent he could it was truly disgraceful. After explaining to him all the issues I had waiting to speak to him and trying to seek an update on what XXXX had investigated Monday looked into said she made notes or whatever and there's nothing - I just can not believe the amount of time they are making me go thru while having to stop work and everything else just to try to follow up on something you'd think would be handled in a much more organized manner.

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