Consumer complaint received 2020-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Letter sent to Bank of America, credit card company who chose to " ignore '' my desire to dispute the double charge from XXXX - without my consent Regarding case numbers : XXXX XXXX XXXX XXXX Dear Bank of America, Please see attached the documentation of the double charge on my credit card from XXXX regarding my ticket, my mothers and my sisters to XX/XX/XXXX at the end of the year 2019. 

You will notice that XXXX provided me with a letter of credit, acknowledging their systemic defect in charging me twice. When I booked the first ticket their site was hanging ( not responsive ) and I never received confirmation of the booking. I went on to make an additional booking, which I got confirmation for 20 minutes later - the disputed charges are 20 mins in difference. 

Days later I realized I had been double charged for tickets back and forth from XX/XX/XXXX to XX/XX/XXXX for 3 persons making it a total of 6 flights extra on my credit card for a total of ~ {$2000.00}. 

I contacted XXXX immediately then and they informed me that because the airlines were different in the 2 different purchases ( 6 tickets each ) they could not void the additional ticket since it was considered a different purchase - please note same people, same To and From, same day but slightly different times and airlines, as they were different connecting flights. 

There was plenty of time for them to void the flights back when I first complained and sell them to someone else since it was end of the year ( busy period for travel and flights were booked solid ) but instead they decided to make it difficult for me and now continue to avoid addressing their mistake. 

I insisted it was their fault over several long calls ( more than 20 hours were spent on this ) and they agreed to give me credit, minus {$200.00}, for the processing fee, which would amount to {$1800.00}. Since I did not want credit but my FULL refund I brought up the issue with you, my bank to dispute the transaction. To me this is a fraudulent charge that I did NOT authorize or got confirmation on. 

I was disappointed the way you handled this complaint. As a platinum member I wish to see more action and less words about how much you appreciate my business. I hope you do the right thing. Ive been with your bank for a long time but I will not let this one go it is {$20000.00} and it is also a matter of principle. 

We the people should have a voice and big companies can not get together to determine what is right and you only do what is right for you and not for the people. 

XXXX can not do whatever they want and the letter of credit they agreed to extend to me is proof of recognition of wrong doing. See all the documents attached ( 26 pages ) If you have any further questions, feel free to reach out to me. You should have all my information. Cell phone is faster. 

Thanks, XXXX XXXX

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