Consumer complaint received 2026-06-07 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: FL

Complaint narrative:
I am filing this complaint against XXXX XXXX regarding unauthorized billing on my account and a pattern of re-charging my Bank of America Visa XXXX card to reverse chargebacks I had won. The disputed amount is {$990.00}. Background. In XX/XX/XXXX I relocated from XXXX XXXX, NV to XXXX XXXX, FL. I contacted XXXX XXXX and requested that my internet account be placed on a seasonal freeze. XXXX placed the account on a plan called " XXXX XXXX - XXXX '' at {$9.00} per month. From the XX/XX/XXXX bill through the XX/XX/XXXX bill, the account billed at $ XXXX for " XXXX XXXX XXXX XXXX, '' with no other services. None of these XXXX bills disclosed any expiration, end date, or automatic conversion rule for the seasonal plan. The only end date stated anywhere on these bills was a " XXXX XXXX of - {$3.00} ends on XX/XX/XXXX '' not an end date for the seasonal status itself. Unauthorized plan conversion on XX/XX/XXXX. Without any notice, email, text message, phone call, or written disclosure of any kind, XXXX silently converted my account on XX/XX/XXXX, from " XXXX XXXX - XXXX '' ( $ XXXX ) to a full-service plan consisting of " Go Even Faster Internet '' ( {$90.00} ), " Unlimited Data Plan '' ( {$50.00} ), " Panoramic Wifi XXXX Rental '' ( {$15.00} ), and " XXXX XXXX XXXX '' XXXX {$10.00} ). The XX/XX/XXXX bill was the first I learned of this it back-billed me {$56.00} in " Partial XXXX Services '' for XX/XX/XXXX and raised my monthly bill from {$9.00} to {$140.00}. I never requested this plan change, was never notified of it in advance, and never consented to it. I was no longer living at the XXXX XXXX XXXX address and had no use for full-service internet there. From XX/XX/XXXX through XX/XX/XXXX, XXXX continued to bill the unauthorized full-service plan at $ XXXX and then $ XXXX after a rate increase, totaling hundreds of dollars in charges for services I did not authorize. Repeated attempts to resolve directly with XXXX failed. I called XXXX at XXXX multiple times to dispute the billing. Phone records show calls including a XXXX call on XX/XX/XXXX at XXXXXXXX XXXX, a XXXX call on XX/XX/XXXX at XXXXXXXX XXXX, a XXXX call on XX/XX/XXXX, and a XXXX call on XX/XX/XXXX at XXXXXXXX XXXX. Earlier calls from my prior phone are not preserved because I switched devices, but XXXX 's own email " Your Summary of XXXX XXXX '' dated XX/XX/XXXX confirms I was in active phone contact with XXXX during the relevant period. On each call, XXXX representatives confirmed verbally that they would cancel the account and stop the charges. XXXX never did so. The charges continued every month. Re-billing after won chargebacks. Because XXXX refused to stop charging me, I filed disputes with Bank of America. On XX/XX/XXXX, Bank of America reversed XXXX prior XXXX payments totaling {$600.00} back to my card. XXXX 's own XX/XX/XXXX bill itemizes these as XXXX " XXXX XXXX XXXX XXXX '' entries ( {$170.00} + {$170.00} + {$91.00} + {$170.00} = {$600.00} ). XXXX also added XXXX {$25.00} " XXXX XXXX Fees '' ( {$100.00} total ) as penalties for the chargebacks. Then, on XX/XX/XXXX, XXXX ran my card on auto-pay for {$650.00} an amount engineered to recover the {$600.00} in chargebacks plus an existing balance, without my authorization. I disputed again, and Bank of America reversed {$650.00} on XX/XX/XXXX. On XX/XX/XXXX, XXXX responded by running my card again, this time for {$750.00}. Bank of America reversed {$650.00} of that on the same date, leaving {$100.00} still with XXXX. These post-chargeback re-billings were never separately authorized by me. They appear to violate XXXX network rules prohibiting merchants from re-charging cardholders to reverse won chargebacks, and they exceed the scope of the recurring authorization I gave XXXX, which was for monthly service charges, not for whatever amounts XXXX unilaterally decided to recover after a dispute. Auto-pay can not be removed from XXXX 's XXXX. On or around XX/XX/XXXX, I attempted to remove auto-pay from my XXXX account XXXX XXXX 's XXXX ( cox.com/mybill ). The site returned an error and would not allow me to remove the payment method. I have not been able to disable auto-pay through XXXX 's XXXX self-service tools, which is why I am now seeking to revoke authorization through my bank. Financial summary. Based on a full reconciliation of all XXXX XXXX bills and all XXXX Bank of America Visa XXXX statements covering this period : Total charged to my card by XXXX, XX/XX/XXXX through XX/XX/XXXX : {$2200.00} Total refunded back ( XXXX refunds and chargeback wins ) : {$1200.00} Net amount paid to XXXX and not yet recovered : {$1000.00} Of that, legitimate seasonal-freeze fees I agreed to ( XXXX through early XX/XX/XXXX ) : {$39.00} Net disputed amount : {$990.00} What I am asking for. I am requesting ( XXXX ) a full refund of {$990.00} representing all charges paid to XXXX after the unauthorized XX/XX/XXXX plan conversion, ( XXXX ) closure of my XXXX account in good standing with no balance owed, ( XXXX ) written confirmation that XXXX will not refer any amount on this account to a collection agency or report any amount to consumer reporting agencies, and ( XXXX ) XXXX 's written confirmation that auto-pay and all stored payment methods have been removed from the account and no further charges will be attempted against my Bank of America card or any other payment method.

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