Consumer complaint received 2024-12-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
XXXX XXXX XXXXResolution SpecialistRegulatory ComplaintsBank of America Dear XXXX XXXX, My grandfather always taught me to get to the root of an issue, and his advice resonates now more than ever : " If you want the truth, let the person speak. '' I appreciate the time you took to document Bank of Americas response on XX/XX/year>, but there are several inaccuracies in your timeline and handling of this matter that must be addressed. 

First, your claim that we first contacted Bank of America ( BOA ) on XX/XX/year>, is incorrect. Our initial contact with BOA occurred around XX/XX/year>, regarding our concerns with XXXX. This timeline is critical to our case, as it establishes the prolonged efforts we made to resolve the matter directly with XXXX and the subsequent delays caused by BOAs handling of our claim. I personally spoke to a BOA representative on XX/XX/XXXX, explaining in detail that we paid XXXX directly for services that were never rendered by the vendors promoted on their platform. I also emphasized that we had a thorough paper trail documenting our attempts to resolve the issue with XXXX, which included numerous emails over the course of four months. 

Despite XXXX claim of responding within 72 hours, they failed to provide any meaningful support or resolution. It wasnt until late XX/XX/year>, after repeated follow-ups and escalating frustration, that XXXX finally respondedonly after I used strong language to prompt a reply. These emails, including timestamps, were submitted to BOA as part of our case documentation. 

Second, your statement that I contacted BOA on XX/XX/year>, to dispute multiple claims is also incorrect. I called on that date because a BOA supervisor advised me to follow up for an update on my XX/XX/XXXX claim. To my dismay, the agent I spoke with on XX/XX/XXXX informed me that no record of the claim submitted on XX/XX/XXXX could be found. I was asked to resend the claim to the same fax number I had used previously, for which I have proof of receipt. This mishandling of my claim caused unnecessary delays and further exacerbated my frustration. 

Third, your assertion that my XX/XX/year>, submission fell outside the dispute timeframe lacks clarity and transparency. I have repeatedly requested a written explanation of the specific timeframe BOA follows, yet none has been provided. Based on our timeline, this process began on XX/XX/year>, when your agent advised us to continue seeking resolution with XXXX. BOA had more than sufficient documentation to begin the claim process at that time. Penalizing us for following your agents advice and exhausting all avenues with XXXX is unjust. 

To clarify, during the span of this dispute, we incurred {$14000.00} in payments to XXXX. Despite this, we limited our claim to {$6000.00}, focusing only on the services we paid for but did not receive. Your denial of Claim # XXXX on XX/XX/year>, citing the merchant proving the validity of the transaction, is flawed. The validity of the transaction has never been in question. The issue is that services paid for were not rendered, which is the basis of our claim. The distinction is critical : the transaction occurred, but the services promised were never delivered. 

In closing, we demand resolution. Specifically, we request that BOA pay the remaining balance of our original claim, {$6000.00}. Additionally, we urge you to stop issuing generic responses and address the core issue of this dispute with transparency and fairness. Our paper trail and documentation substantiate our position, and we expect BOA to act with integrity and accountability. 

Please ensure that this matter is addressed promptly and thoroughly. We will escalate our complaint further if necessary, as we are committed to seeking justice. 

We also demand any further communication be directed by a Supervisor of the Regulatory department. We have loss faith with the many claims that have been handle by agents, We demand a Supervisor call and/or respond to this complaint. Nothing less will be accepted.

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