Consumer complaint received 2025-04-11 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: TX

Complaint narrative:
*To Whom It May Concern, ** I am writing to formally escalate a complaint regarding the unresolved dispute over Order XXXX ( amount : {$100.00} ) and the subsequent mishandling of my refund request by both **XXXX** and **Bank of America**. This situation has persisted since XX/XX/year>, and reflects a severe lack of accountability and transparency between the two entities, causing significant financial and emotional distress.

# # # **Background of the Issue** 1. **Order and Refund Request** : - On XX/XX/year>, I received a defective item ( XXXX XXXX XXXX XXXX {$140.00} ) from XXXX. 
- A refund request was initiated on XX/XX/year>. XXXX system acknowledged the refund but later canceled it without justification. 
- XXXX customer service repeatedly directed me to contact Bank of America, claiming they " lack functionality '' to issue returns labels or refunds directly. 

2. **Bank of Americas Role** : - A formal claim ( Claim ID : XXXX ) was filed on XX/XX/year>. Bank of America initially promised a resolution but later denied my claim on XX/XX/year>, citing insufficient evidence of return ( Case # XXXX ). 
- Despite providing proof of delivery and repeated communication, the bank dismissed the claim, stating they " could not confirm the item was returned, '' even though XXXX failed to provide a returns label. 

3. **Mutual Negligence** : - Both parties have engaged in a cycle of blame-shifting. XXXX insists the bank handles refunds, while Bank of America rejects claims due to XXXX refusal to cooperate. 
- Bank of America falsely asserted that funds were " already sent back '' ( XX/XX/year> ), yet no refund appears in my account. This delay exceeds 90 days, violating standard dispute resolution timelines. 

# # # **Concerns of Mismanagement** The prolonged negligence raises serious concerns about systemic failures or potential misconduct. Specifically : - **XXXX  refusal to provide a returns label** directly obstructed my ability to comply with Bank of Americas documentation requirements.

- **Bank of Americas dismissal of valid evidence** suggests either procedural incompetence or deliberate disregard for customer rights.

- The unresolved status of {$100.00} ( reduced from {$140.00} without explanation ) indicates possible financial discrepancies requiring investigation.

# # # **Demands for Resolution** 1. Immediate issuance of a **full refund** ( {$140.00} ) by XXXX or Bank of America .

2. Transparent clarification of the {$37.00} discrepancy in the refund amount.

3. A formal apology and assurance that such negligence will not recur.

4. Independent review of both parties dispute processes to address systemic flaws.

# # # **Attached Evidence** - Screenshots of customer service interactions ( Files : XXXX, XXXX ). 
XXXX Bank XXXX XXXX denial letter ( XXXX ). 
- Order and refund details ( XXXX, XXXX ). 

# # # **Conclusion** This situation has caused undue stress and financial harm. I expect a prompt resolution and detailed written response within XXXX business days**. Failure to address this matter will compel me to escalate it to regulatory bodies, including the XXXX XXXX XXXX XXXX XXXX CFPB ) ** and the **Federal Trade XXXX XXXX FTC ) **. 

Sincerely,

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