Consumer complaint received 2025-08-05 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: CA

Complaint narrative:
I am submitting this complaint to the Consumer Financial Protection Bureau regarding Bank of America 's mishandling of three separate credit card disputes, all related to charges from the same merchant. Each charge was made on a different credit card with its own claim number.

In each case, I promptly responded to the banks repeated requests for additional documentation. However, Bank of America consistently failed to specify what type of information or documentation was being requested, making it extremely difficult to comply. This lack of clarity, combined with improper handling of the cases, resulted in premature closures, delays, and unresolved disputes. 

Dispute # 1 Amount : {$13000.00} Card Ending : XXXX Claim Number : XXXX Dispute Initiated : XX/XX/year> Timeline : XX/XX/year> : Bank requested additional documents I submitted them. 
XX/XX/year> : Bank requested more documents, but did not specify what kind of information was needed. 
XX/XX/year> : I submitted the 43-page document, including a detailed statement of facts, all relevant evidence and supporting documentation. 
XX/XX/year> : Bank closed the case without due process and without contacting the merchant for proof of delivery. 
XX/XX/year> : Case was reopened. 

Dispute # 2 Amount : {$9800.00} Card Ending : XXXX Claim Number : XXXX Dispute Initiated : XX/XX/year> Timeline : XX/XX/year> : Bank requested additional documentation I submitted it. 
XX/XX/year> : Bank requested more documents, again without clarifying what was needed. 
XX/XX/year> : I submitted the 43-page document, including a detailed statement of facts, all relevant evidence and supporting documentation. 
XX/XX/year> : Bank closed the case without due process and without contacting the merchant. 
XX/XX/year> : Case was reopened. 

Dispute # 3 Amount : {$13000.00} Card Ending : XXXX Claim Number : XXXX Dispute Initiated : XX/XX/year> Timeline : XX/XX/year> : Bank requested additional documentation. 
XX/XX/year> : Bank made another request for further documents, but failed to specify what information was missing. 
XX/XX/year> : I submitted the 43-page document, including a detailed statement of facts, all relevant evidence and supporting documentation. 
XX/XX/year> XX/XX/year> : The case has remained pending with no clear communication or resolution from the bank. 

Summary of Concerns : Bank of America repeatedly asked for additional documentation without specifying what kind of documentation or information was required. 
All requested materials were submitted in good faith and in a timely manner.

Two of the three cases were closed prematurely without proper investigation or contact with the merchant. 
One case remains open and unresolved for nearly three months, with no clear guidance or timeline for resolution. 
These actions demonstrate a failure to follow the procedures required under the Fair Credit Billing Act.

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