Consumer complaint received 2025-07-01 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: MI

Complaint narrative:
Bank of America mishandled my debit card / checking account billing disputes originally submitted on XX/XX/year>. These were incorrectly processed as fraud claims, despite clear evidence that my disputes were related to items not received, defective items, and unfulfilled merchant refund promisesnot unauthorized transactions. 
On XX/XX/XXXX, I was told my claim would be correctly reopened as a single bulk billing dispute. 
On XX/XX/XXXX, I was informed the dispute had been transferred to the proper department. 
On XX/XX/XXXX, a rep named XXXX stated that chargebacks were issued and provisional credits were being escalated. 
However, on XX/XX/XXXX, I was told no such actions had occurred, and the XXXX XXXX department had only just received the claim. I was further told the XXXX review period would only start after individual disputes are refiled, due to the initial misclassification. 
On XX/XX/XXXX I filed a complaint with the CFPB outlining these details and the following business day, XX/XX/year> I was contacted by the bank to provide details for the disputes to be opened properly. I was also contacted by XXXX XXXX of the XXXX XXXX Department XXXX Bank of America, who informed me that she would be in charge of handling my complaint. Since that date, I have contacted the bank several times to inquire about the provisional credits that I requested to be applied and was told on XX/XX/year> that my requests were escalated to the " back office ''. On XX/XX/year>, I called the bank again and was told that there is no such thing as escalating provisionary credit requests, and that my requests are denied due to " the nature of the disputes '' ( items not received, unfulfilled refunds, etc. ). However, the bank did issue provisional credits for approximately XXXX of the XXXX disputes and ALL XXXX disputes were of the same " nature ''. Though these disputed charges are all related to purchases made online with my debit card, the bank is claiming that the disputes do not fall under Regulation XXXX, even though Regulation XXXX includes the definition of Electronic Fund Transfers as purchases made with a debit card. I sent emails to and left voicemail messages for XXXX XXXX of the XXXX XXXX XXXX Bank of America, asking for further assistance with this issue, and she has declined to respond to me. It seems that in order to get this bank to follow the law and do their job, they need to be prompted by the CFPB, only then do they take me seriously. Therefore, I closed my original CFPB complaint to open this new complaint, amended to include the most recent lack of action on the part of the bank. 
Additionally, a provisional credit was applied for a disputed charge in the amount of {$320.00} from merchant XXXX XXXX XXXX  and I was contacted by the bank on XX/XX/year> informing me that the credit was going to be reversed as the merchant provided documentation of the transaction. What the merchant provided was a copy of the tracking / delivery information from the XXXX XXXX. However, this order only included XXXX of the approximately XXXX items I had ordered from the merchant, all XXXX of which were returned and promptly refunded by the merchant. However, I never received the remainder of my order and was told that each outstanding item would be sent separately as the merchant received the ordered items in stock. Due to the unclear filing of this dispute by the bank, I have had to reopen/ appeal that decision and ask for reconsideration using the correct details for the dispute. 
The original delay in processing, contradictory information, and mishandling of my disputes by the bank are unacceptable and appear to violate XXXX XXXX I am requesting : Reassignment of my complaint to a different Resolution XXXX with the XXXX XXXX Department XXXX Bank of America, who will do their job without needing constant prompting from CFPB and who will respond to my communications without delay. Also, issuance of provisional credits without further delay and written confirmation that the disputes are being processed under Regulation XXXX, with the original timeline honored from XX/XX/year>.

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