Consumer complaint received 2024-12-27 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: IL

Complaint narrative:
Purchased tape in hair extensions on XX/XX/XXXX, ahead of the XXXX XXXX holiday sale. Purchased through XXXX from XXXX XXXX XXXX and did not bother setting up an account on the merchants website. 

At the end of the purchase I was given a confirmation number along with a message indicating that I would receive a text when my hair was ready for PICKUP within 3-5 business days. After submitting the order I realized that I had not received a confirmation email which caused me to screenshot the confirmation number from my browser. After 5 business days I never received a text message. The phone number on XXXX was unanswered, and I filed a claim with my bank since I had not received the merchandise or heard from this company regarding my purchase. 

On XX/XX/XXXX the merchant owner text my phone asking me why did I dispute the transaction, and whether I received a text message on XXXX that my order was ready for pick up and I informed that I had not. She then indicated that she would fight it with her bank, but it remains that I spent the money and still didn't received my item. She also did not extend invitation or attempt to provide me with the hair on XX/XX/XXXX when she text me. 

I contacted the bank to clarify that they understood this order was not a shipment, but a pickup order. I also verified that the dispute did not say that the product was damaged because I had never received it and the merchant indicated her bank stated I disputed for damaged goods. The bank notated this in my file, clarified that my dispute indicated that I did not receive the product, and indicated I would receive a provisional credit in 10 business days. 

After 10 business days I contacted the bank who indicated that my claim was not under reg-e because of its amount and I would not receive a provisional credit. I also attempted to verify that they knew this was a pick up order, and was not to be shipped and that I never received confirmation to pick up the product and the company physically has the item. The bank indicated they would update my file and when I inquired why it wasnt listed the first time since I'd already called to explain this the call was constantly disconnected. At this time I have heard nothing from the bank and had to make other arrangements for my hair in the meantime. I no longer need this hair, and after the confrontation with the merchants owner I no longer feel safe to pick it up. I want the bank to provide a provisional credit since I am now out of money and never received the product. 

The bank refused to connect me with a supervisor thus dropping the call multiple times. The bank also told two different answers regarding the provisional credit, and I had to inform the multiple times that this was a pick up order. One representative indicated that they have to verify for fraud and make sure I did not receive it and I confirmed that this was a pick up order for the 3rd time and they again said they would notate that on my file. The hair was {$290.00} from XXXX XXXX XXXX.

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