Consumer complaint received 2025-06-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
In XX/XX/year>, while visiting XXXX, I was pressured into getting custom clothing purchase at a shop I later realized was operating dishonestly and is known as part of a tuktuk scam. The staff pushed me and my sister into placing an order for XXXX pajama sets and a skirt totaling approximately XXXX XXXX each. The transaction occurred XX/XX/year>, and we were told the items would be delivered to our hotel the following day. However, we never received anything during our time in XXXX, and we left the country without any merchandise or contact from the merchant. 

I called and filed dispute with Bank of America after returning to the XXXX and strongly highlighted the fact that I had been scammed. Over a month later, on XX/XX/XXXX, a package suddenly arrived at my XXXX address long after the original delivery window and only after the merchant was notified of the dispute. I believe they only sent the items in response to the chargeback to try to appear legitimate. 

Bank of America never contacted me to ask for my side, never requested supporting documentation ( I had evidence of delayed delivery ), and sided with the merchant despite my attempts to explain that I did not receive anything until a month later and was coerced into a sale under pressure. 

According to BoA, the merchant also submitted a so-called receipt that claimed I left with the items and no refunds, which is false these were custom items and could not have been taken same-day. The receipt they sent said I left and was satisfied with the purchase, but I have proof that I received the items XX/XX/year>. The receipt they sent looked different from the one I have. The name of the company appears online to be part of a large tourist scam operation. 

To make matters worse, I called after receiving the email that stated my claim was denied and was told I needed to fax the proof I had over and was given a website and " fax number ''. I did exactly what I was told then called to confirm it was received but the agent told me that I had the wrong fax number and that they didn't receive anything. I was also told that need to return the items at my own cost internationally, then they'd be able to " try '' to do something, even though I did not consent to the timing or nature of this transaction, and theres no refund policy printed on the merchants invoice. 

I feel I was failed by both the merchant and the bank. The chargeback was not properly investigated, and the resolution heavily favored a clearly dishonest business. I am seeking that this decision be re-evaluated and the charge refunded. I'm requesting this complaint be reviewed fairly and that Bank of America be held accountable for not protecting a long-time vulnerable consumer from an international scam.

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