Consumer complaint received 2022-10-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX we book an XXXX for a work trip, we get a confirmation number and check in instructions. Later that night we get a message from XXXX stating that unfortunately due to the lawsuit they are going through new world wide regulations have been applied and they cancelled our reservation. XXXX sent a refund with the bank, customer service advices we book through vrbo. 

We book a stay with vrbo, and on the XXXX of XXXX we noticed an unauthorized company charging our card XXXX XXXX Called vrbo and sent message notifying them that we do NOT consent to them sharing our private banking information. Received no answer, then we began getting text messages and calls from different numbers asking us to sign up and submit personal information and many spam emails. We were concerned and continued to contact vrbo with no answer. 

The day of the booking we arrive at an address that was not registered with vrbo, then we get a text from an unknown number with a different address and check in instructions. We contact vrbo they say they have no record of this address or phone number and they can not get ahold of the host or management company. We follow the checkin instructions and arrive at old unit that was completely destroyed furniture was broken, holes on the floor, countertops broken, no running water, and a roach infestation. We document everything with videos and pictures and immediately contact vrbo. They say they have no record of this property and no way to contact management, they apologize and say they have initiated a refund and will get us booked in a hotel near by while they work on the case number. After hours on the phone with vrbo they disconnect the call and we dont hear back from them. 

We attempt to call them send emails and messages and dont hear back. We then contact Bank of America to notify them of the fraudulent activity ask them to place a stop payment and process a dispute and temporary credit. Bank of America confirms this has been done they promise a same day credit and to place a stop payment. 

After the call with Bank of America we noticed the credit was NOT applied, we call back and Bank of America says sometimes it takes 24 hours for the credit to show. I inform them that I was promised a same day credit they tell me to wait until the morning and if credit is not showing up to call back and they will make sure to reapply. 

We check the account after 2 days the credit was not applied, I call back and Bank of America says they have no record of credit being applied or a stop payment being applied. They say there is no documentation regarding this, I then ask them to please pull the call they inform me that it will be done by management and provide me a case number and they would follow up as this had been escalated. 

After days of no resolution we dont hear back we call Bank of America they say there is no documentation of this being escalated and no notes on the account regarding this issue. We have spent countless hours explaining the situation being transferred to many departments and no resolutions.

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