Consumer complaint received 2025-02-06 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: PA

Complaint narrative:
Dear CFPB Representative, I am filing this complaint against Bank of America regarding their failure to properly investigate and resolve a credit card dispute, in violation of the Fair Credit Billing Act and consumer protection regulations. 

Nature of Complaint : 1. Improper Investigation of Merchant Dispute : - Transaction Amount : {$61.00} USD - Merchant XXXX XXXX XXXX XXXX  XXXX - Original Order Number : XXXX - Original USPS Tracking Number : XXXX XXXX. Regulatory Violations : a ) Failure to conduct reasonable investigation : - Bank accepted fraudulent evidence from merchant without verification - Merchant claimed to provide return label ( tracking : XXXX ) - Investigation revealed this was a shipping request number, not a return label - Bank failed to verify the authenticity of this evidence - No explanation was provided about how or when this tracking number was verified - Bank never explained why they accepted this number as valid evidence b ) Fair Credit Billing Act violations : - Inadequate investigation of billing error - Failure to properly review submitted evidence - Improper rejection of valid dispute claim - Lack of transparency in dispute resolution process - Failure to provide clear explanation of rejection reasons 3. Communication Failures : - No clear explanation was ever provided about : * The origin of the tracking number * When or how the merchant supposedly provided this number * Why the number was accepted as valid evidence * How the bank verified the tracking number 's authenticity - Discovered the existence of the tracking number only during phone calls- Bank representatives could not explain the nature or validity of the tracking number - No written documentation was provided about the tracking number verification process 4. Consumer Impact : - Received wrong product : * Ordered : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Spent over 3 hours on phone calls with Bank of America - Multiple unanswered attempts to contact merchant - Financial loss of {$61.00} - Time and resource expenditure in pursuing resolution - Left in the dark about crucial evidence used against my claim 5. Bank 's Failure to Act : - Accepted merchant 's misrepresentation without verification - Failed to investigate tracking number authenticity - Dismissed clear evidence of wrong item delivery - Provided no assistance in resolving merchant communication issues- Failed to provide transparent explanation of their decision-making process - Never clarified the source or verification of the tracking number 6. Previous Resolution Attempts : - Submitted initial dispute with complete documentation - Provided photographic evidence of incorrect item - Submitted all email correspondence with merchant - Unable to appeal rejection with additional evidence - Repeatedly requested clarification about the tracking number without success Regulatory Oversight Requested : 1. Review of Bank of America 's dispute investigation procedures 2. Assessment of compliance with Fair Credit Billing Act 3. Evaluation of evidence verification protocols 4. Review of consumer protection compliance 5. Assessment of transparency in dispute resolution process

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