Consumer complaint received 2025-12-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am filing this complaint because Bank of America denied my chargeback dispute without properly reviewing the evidence I submitted and instead relied on fabricated statements made by the seller. My dispute concerns one XXXX order placed on XX/XX/year>. The order contained XXXX items : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX XXXX. I did not receive either of these items. Instead, I was sent a pair of XXXX sneakers and a pair of XXXX XXXX heels, which are not the products I purchased. I documented this clearly in the materials I sent to Bank of America, including my order confirmation and photos showing the incorrect items that arrived. Because the merchandise I received was incorrect, I returned it. USPS tracking confirms that the return was delivered to the seller on XX/XX/year>. I included this tracking information in my written dispute submission to the bank on XX/XX/XXXX, along with a detailed explanation of what occurred. Before filing the chargeback, I contacted XXXX for assistance. XXXX Customer Service reviewed my case and confirmed in writing that I had received incorrect merchandise instead of the items described in the listing. They also told me they were unable to issue a refund themselves and that the matter needed to be handled through my financial institution. I provided this written acknowledgment from XXXX XXXX Bank of America as part of my supporting documents. 
Despite all of this evidence, Bank of America denied my dispute on XX/XX/year>. Their letter stated that they relied on documentation provided by the seller indicating that the transaction was valid. The denial letter did not address the fact that I received completely different items, did not address the fact that I returned the incorrect merchandise, and did not address XXXX  confirmation that I had received the wrong products. This shows that the bank did not review the full evidence package I provided. 
The sellers statements to my bank were false and defamatory. They claimed that I have a history of fraudulent behavior. They also claimed that I returned empty boxes, that no return was attempted for this order, and that I still had the merchandise in my possession. These claims are fabricated. The tracking information proves the seller received the returned merchandise. eBays own communication confirms that the merchandise I received was incorrect and that the items were returned. The seller also told my bank that XXXX has no history of me returning the merchandise, which is false and contradicted by written information from XXXX. XXXX confirmed in writing on XX/XX/year>, that my account has not been suspended for return abuse or for any misconduct at all. They explained that the only reason my account had a temporary restriction was because of the open chargeback cases, which is an automatic and non-disciplinary process. They also confirmed that my account is in good standing, which directly contradicts the statements the seller made to my bank. Bank of America relied on false statements from the seller and ignored the evidence I submitted proving that I received the wrong items, that I returned them, and that XXXX acknowledged the error. Under Regulation Z, the bank is required to conduct a reasonable investigation of a billing error, including when merchandise delivered is different from what was agreed upon. My documentation was clear, organized, and complete, yet the bank denied my claim without addressing any of the core facts. I am requesting that Bank of America reopen and properly investigate my dispute, taking into account the evidence showing that I did not receive the items I purchased, that I returned the incorrect merchandise, that XXXX acknowledged both the error and the return, and that the seller fabricated statements in order to discredit me. I am requesting a fair review of my dispute and for Bank of America to correct its error in accordance with federal law.

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