Consumer complaint received 2026-04-30 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: NC

Complaint narrative:
XXXX XXXX XXXX, XXXX is submitting this complaint regarding Bank XXXX XXXX improper handling of a credit card dispute involving substantial unauthorized and excessive charges by a merchant. XXXX had a written contract with XXXX XXXX, XXXX for cleaning services at a fixed rate of {$2200.00} per month. Between XX/XX/year> and XX/XX/year>, the merchant processed multiple transactions per month through the XXXX payment platform, often XXXX charges in a single month, far exceeding the authorized amount. The total overcharged amount is approximately {$56000.00} {$58000.00}. These excessive charges were not immediately apparent because the merchant was an authorized vendor and the charges appeared similar to recurring service payments. The pattern of overbilling was discovered only after a detailed account reconciliation in XX/XX/year>. Upon discovery, XXXX promptly contacted Bank of America on or about XX/XX/year> and spent several hours with representatives. At that time, Bank of America representatives instructed XXXX to file the claim under a contract dispute or similar classification. XXXX followed those instructions in good faith, and the claim was subsequently denied. After additional hours of communication with XXXX Bank of America XXXX, XXXX was later instructed to re-file the dispute under a different classification ( dispute category ). This conflicting guidance materially delayed the dispute process. The claims were then denied again, with Bank of America citing the XXXX notification rule under the XXXX Credit Billing Act. The delay in filing and classification was directly caused by the procedural guidance provided by Bank of America XXXX. XXXX relied on these instructions in good faith. Bank XXXX XXXX subsequent denial based on timing fails to account for its own role in misdirecting the dispute process and does not constitute a reasonable investigation. XXXX has provided supporting documentation including : The written contract specifying {$2200.00} monthly authorization Transaction summaries showing repeated charges per month Correspondence with the merchant Prior dispute communications with Bank of America XXXX has also retained legal counsel and issued formal demand letters to both the merchant and Bank of America. No meaningful response has been received. Requested Resolution : We request that Bank of America XXXX and properly investigate the disputed charges totaling approximately {$58000.00} as unauthorized transaction amounts exceeding agreed authorization. We further request that Bank of America reverse the disputed charges or otherwise provide a fair resolution after conducting a reasonable investigation that considers the contractual limit and the procedural guidance provided by its representatives. We also request that Bank of America correct its dispute handling process to reflect that delays in filing were caused by its own conflicting instructions.

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