We placed a large ($1000) order by telephone with an out of state merchant and used our Bank of America check card. The items arrived in two weeks instead of two days but did get here. No invoice, bill, or card reciept was sent with the order or ever received. Our bank statement showed that the charge was several hunderd dollars more than what was quoted. Two calls to the merchant were placed on hold and forgotten, one resulted in a promised return call that never came. Two letters were also ignored. Since this seemed like a reasonable effort we then called Bank of America to file a claim against the use of the card.
At first the bank seems to be taking action. They then sent out a form letter that arrived the day before the response was due back to them 500 miles away. In this letter the bank demanded a copy of the sales reciept. We both wrote and called the bank to explain that this was part of the problem, we never recieved anything from the merchant that would explain the charge.
The Bank of America answer to this is that their policy is that they cannot process claims for changes in price unless we have written verification of the price quoted!!!
At this point they stopped everything and terminated the claim. They never made any attempt to contact the merchant that caused the problem in the first place. They seem only interested in finding some hidden rule that allows them to do as little as possible. Their ads all claim how good their customer service is but this is an example of what they really do.