Consumer complaint received 2024-12-17 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: AL

Complaint narrative:
I submitted a dispute to Bank of America for a consumer abuse case with a merchant ( my former gym ). The dispute was handled haphazardly by B of A and it seemed like my complaint was not given attention. Documents were misplaced, multiple case numbers were opened and closed, there was miscommunication between departments or my case files were not updated, and ultimately my dispute was dismissed without addressing any of the documents I sent in. The way it was handled led me to believe that the dispute team did not take the time to read into the case or understand the details. 

Here is a timeline of events. 

XXXX XX/XX/2024 submitted a dispute. I was not given the opportunity to upload documents or evidence. Claim ID XXXX. 

XXXX XX/XX/2024 dispute denied based on evidence submitted by the merchant. I called that day and explained additional information to a dispute representative. He said that what I told him made sense and changed the narrative and he advised me to write up an appeal and fax it to Bank of America. He said that I now had XXXX separate claim IDs XXXX and XXXX. 

XXXX XX/XX/2024 faxed my documents to Bank of America to XXXX separate numbers, XXXX & XXXX, referencing both claim IDs. Ive attached the appeal documents/exhibits. 

XXXX XX/XX/2024 a new claim was opened, claim ID XXXX XXXX XX/XX/2024 called B of A to check on what my appeal status was. The dispute representative told me that they hadnt received documents and I should fax them in again. She noted a complaint on my file for the documents not having been received. 

XXXX XX/XX/2024 re-faxed the appeal documents. Error in delivery. 

XXXX XX/XX/2024 called B of A again to check on the status of my appeal and the dispute representative said that documents had been received on XXXX XXXX and that the new evidence I submitted didnt change anything. I had received no documentation of any of this from Bank of America. I wanted an answer on why my dispute was denied and if the dispute team could refute any of the evidence I submitted. She was unsure and told me she would open a new case to try appealing again. I asked that shed annotate for review of the exhibits I submitted, and if the dispute was denied, a rationale for why. Im unsure whether she opened a new case and backdated it to XXXX XXXX or whether she was reporting wrong information and nothing happened. 

XXXX XX/XX/2024, B of A contacted me to say that the decision was unchanged and that my appeal ( Claim ID XXXX ) was denied because you continued to use service ( s ) after cancelling with the merchant. 

You can read all of my appeal in the attachments. The short of it is this : I had XXXX services with a gym. Gym membership and personal training membership. The gym membership fees were paid to a XXXX party, XXXX XXXX. I paid XXXX XXXX directly for personal training. I cancelled my personal training with the gym but was billed for an additional month. I continued to use the regular gym service that month because I continued to pay the XXXX party. I did not use the personal training service. 

The gym submitted evidence ( in the first denial letter from B of A ) which corroborates that I only used XXXX personal training services, which fits into my XXXX per month allowance. I was charged for XXXX  months. I continued to use the gym after requesting to cancel, but the gym membership was distinct and separate and the training sessions had XXXX  months till expiry. 

The clarification on the XXXX services was not addressed by B of A. If there was an additional rationale or a legal reason ( to which I was not an expert ) for denying my dispute, I could understand. However, the laziness by the B of A dispute team to not bother getting the facts straight - that is not excusable. 

Ive attached my appeal documents to B of A, phone logs, fax logs, and the denial letters from B of A.

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