Consumer complaint received 2023-10-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/23 : I called XXXX XXXX to find out why I received an email confirmation email for an upcoming flight. I told them that on XX/XX/23 I attempted to book a flight with them but my flight was not confirmed and that I received an email from XXXX that stated, PLEASE NOTE : Your payment was not successfully processed. As a result, your reservation has not been confirmed. As a courtesy, we have provided a reference number for your travel. Please call XXXX to secure your reservation. I explained that the email I received confirmed my car was never charged, so my card never should have been charged. I asked for a refund and they denied my request, stating they could only refund 25 %. I asked to speak with a supervisor and the supervisor said the same thing. 

XX/XX/23 : I contacted Bank of America to file a claim for the charge on my card for {$2200.00} from XXXX XXXX. I explained the story above, including details of the email from XXXX XXXX. 

XX/XX/23 : After no communication from Bank of America, I received a letter in the mail from Bank of America stating they completed their research and have denied my claim. They stated they received supporting details from the merchant with the statement that the merchant was willing and able to provide service, but was prohibited from doing so as a result of circumstances beyond their control. They attached document shows flight details with a statement that says proof passenger was a no-show flight, XX/XX/23 : I contacted Bank of America and XXXX with XXXX from XXXX. I explained that I didnt understand why my claim was being denied and how how could it be my fault that because the merchant was prohibited from providing the service that was beyond their control. I told them that I didnt understand how that was my problem to have. I told the representative that i told the rep when I originally filed my claim that I received an email from XXXX XXXX confirming that my card was not charged. I told him that this is an unauthorized charge and they shouldnt be able to charge a card after you tell the customer that your card was not charged. He stated that they didnt have a copy of the email. I told him I explained all of this to the first rep and he never told me to send it in, nor did anyone call and ask me for it. He stated that I could fax in a copy of this email to the number at the bottom of the letter. 

XX/XX/23 : I sent a fax to XXXX to the claims resolution department and attached a copy of the email sent to me from XXXX XXXX confirming my card was not charged and my flight was not confirmed. 

XX/XX/23 : I called Bank of America again because I hadnt heard from them and I saw no updates in my Bank of America app on my claim. I spoke with XXXX from XXXX from the merchant response team. I explained what all had transpired and she read through the notes, stated that they had received my fax, and said that she would reopen the claim. She said she couldnt promise it would be approved, but based on what I told her, it would most likely be approved. 

XX/XX/23 : I received a letter from Bank of America stating that they completed the re-evaluation of my dispute and stated that their decision to decline hasnt changed. They re-stated the same reasons as before as the reason for denial. 

XX/XX/23 : I contacted Bank of America again. I spoke with XXXX in XXXX and explained the situation to her. After reviewing my information, she thought it was odd that the claim was closed. She told me that she took the time to update all of the notes, in detail, with everything I was telling her and she told me that she reactivated the claim. 

XX/XX/23 : I contacted Bank of America to get an update on the claim status. I spoke with XXXX from XXXX. XXXX claimed that she understood my frustration, which she did not because any reasonable person would not be okay with being charged over {$2000.00} for a flight they did not intend to take nor authorize. She told me that the claim has been denied despite the documentation that I provided to Bank of America. She stated that there would be no further consideration and that a letter had been mailed to me on the XXXX. Again, I was told that although you werent able to use the service service, the merchant able to provide it to you. She said they were unable to confirm that I canceled the charges. I stated that I dont understand why they were looking for a cancellation when I never authorized the charge in the first place. Again she told me she understood my frustration but that the claim would still be denied.

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 explanation