Consumer complaint received 2024-03-19 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:
On XX/XX/XXXX I cancelled my renewal subscription through the billing section of my profile on the XXXX XXXX website. I did this by actively clicking the cancellation for renewal for the upcoming subscription period and the live feed data that supports the service. 

On XX/XX/XXXX my XXXX credit card was illegally charged {$590.00} without my consent or knowledge. During the time that I had a subscription service with XXXX XXXX it was never a premium plan. I always had a lower tier plan. To me that act alone is fraudulent. 

On XX/XX/XXXX, I just happened to be reviewing my online Banking with Bank of America BOFA, I noticed a charge of {$590.00} to my card Visa card was made on XX/XX/XXXX. I reported the illegal charge to BOFA right away and ask them to reverse the charge. I had my XXXX card cancelled and a new card was issued. BOFA. A fraud claim was filed under claim # XXXX. I was under the impression that since I reported this issues quick enough it was now resolved. 

On XX/XX/XXXX, when using my online Banking services with BOFA, I noticed the charge of {$590.00} had been re-instated. Once again I called BOFA and explained the situation to the different representative named XXXX. He understood the problem and refiled the claim under a new claim # XXXX. He asked me to fax pertaining documents of the cancellation right away, which I did. XXXX also said, that I didnt have anything to worry about and that this would be the last I would have to deal with this matter. Clearly that was not the case. I received a letter in the mail from BOFA dated XX/XX/XXXX. 

On XX/XX/XXXX this is where things started to get really confusing. I received an email from BOFA to upload the same documents I sent on XX/XX/XXXX through the online Banking services of BOFA. Which I did again. 
On XX/XX/XXXX XXXX being asked again to send this detailed letter along with the same documents I sent before along with some additional information. 
Over the past couple weeks I have received notice from the online banking services of BOFA with very mixed and confusing messages. They have stated that there is nothing they can do for me and that the matter is resolved from their position and I was now responsible for the {$590.00} charge. 

At the beginning of the process, I have tried call XXXX XXXX to cancel and get a refund. The phone automated services was not really much help. When I finally figured that I had to submit a ticket through XXXX XXXX online menu, I was informed it was too late to get refund even though I never authorized any new services with their company. Also, for what I could find in XXXX XXXX cancellation policy, cancelling any services through their billing window on their company website was the way to cancel subscriptions. And that is what I did on XX/XX/XXXX. 
Since the last series of correspondence from BOFA, Ive tried calling them back to discuss their decision. I had representatives forward my calls to non-relating departments or just disconnecting my calls. 

I need your help in getting me a full refund. I made it clear from back in XXXX I did not want to continue any services with XXXX XXXX. Their practices alone are very questionable. When researching solutions for my problem, I came across many other customers having the same issue.

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