Consumer complaint received 2023-12-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Credit 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:
I booked a vacation Package through XXXX on XX/XX/2023 itinerary # XXXX The total was {$3700.00} I was charged {$3500.00} the {$120.00} ( Hotel Fee ) was to be collected at the time of stay by the XXXX XXXX XXXX XXXX. The package included XXXX XXXX for 3, a rental car, and hotel room. I paid for the package using my XXXX XXXX, not the Bank of America card I am disputing. 

Upon Checking out of the resort I was presented a bill for {$410.00} I explained I should only be charged the {$120.00}, they said that XXXX often misleads people and the {$30.00} a day for parking was not included in the fee. I had no choice so I signed the receipt and left to catch our flight. Please see the attached terms from XXXX. It says I am charged for the TOTAL package at the time of purchase. It does not mention other fees. 

I arrived home I checked my Bank account on XX/XX/XXXX and was shocked to learn XXXX XXXX charged me an additional {$1100.00} XXXX immediately called XXXX and was told that I was charged for the room. I explained I bought a package from XXXX and I had already paid for the room. The front desk said they would have to transfers me to management. I left XXXX message 's over the course of the next week, and sent an e-mail. Management never responded. 

I reached out to XXXX, there is NO number to call, I went through a chat bot and was transferred to an agent who said I he would have to have a manager call me. The manager finally called me, but could not get a hold of XXXX resort. Frustrated I filed a dispute with my credit card at Bank of America. After Bank of America rejected my dispute a second time I decided to take it back up with XXXX and XXXX. 

I called XXXX on XX/XX/2023 I asked the front desk for a copy of the receipt for the charge of {$1100.00}. The women responded that they could NOT provide me a receipt because they NEVER charged my card that amount. She only had record of the {$410.00}. I asked her to please send me something in writing stating they did not charge the card. That way I would be able to go back to Bank of America and get the money refunded to me. She placed me on hold and then transferred me the voicemail for XXXX XXXX the General Manager. 

XXXX XXXX called me back promptly and explained that during my stay they were in the process of merging their systems. Somehow my credit card and not the Virtual credit card XXXX sent was applied to my stay. He apologized and said he would give me a refund. His Front desk manager sent an e-mail asking for a credit card number to issue a refund to. I responded XX/XX/2023 and wanted to know who would be covering the interest I had been charged for the last 90 days. If I did not go through the dispute process Bank of America would not credit the interest back. I still have not received a response. 

I reached out to Bank of America. I explained the dispute should NEVER have been in favor of XXXX. I wanted them to re-examine the dispute and LACK of evidence. I was told that because they looked into the dispute 2x already that there wasn't anything they could do to help me. I don't understand how MY bank would side with a company that never showed them any concreate evidence I allowed this charge to occur. Each time they rejected the dispute, they said it was because XXXX deserved to get paid for services rendered. Again they were paid it was their system failure that made it possible to FRAUDULENTLY charge my Bank of America Card. Bank of America should be protecting it's consumer.

What " evidence '' did they use? How can a statement be proof enough for MY BANK to side with a Corporation that admits they made a mistake. Why do I have to pay interests on a card that should have NEVER been charged in the 1st place? This entire dispute has cost me hours of my time. I own a small business and am the founder of a small non profit dedicated to helping seniors who have been financially exploited. This has taken time away from clients who desperately need my help. All because Bank of America didn't do their job to protect me. 

I have attached : XXXX XXXX  statement, showing the original charge. 
Bank of America CC statement showing the fraudulent charges XXXX Receipt XXXX Terms E-mail from XXXX  wanting to refund the {$1100.00} E-mail my response asking about interest and the additional funds I was charged.

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