Consumer complaint received 2020-05-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO
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:
On XX/XX/XXXX, my boyfriend and I purchased a cruise through a company called XXXX XXXX XXXX, billed as XXXX XXXX on our credit card. We realized post-purchase that the company was fraudulent after doing a XXXX search on XXXX XXXX - tried to call the company to request a refund - they disconnected their phone, and then filed a dispute with our bank ( Bank of America ) to resolve the situation and get our money back from this fake company. BofA requested information from us about the situation, which I provided, credited us back the amount the fake merchant took from us in XXXX, and then took the credit back, recharging us for this fake purchase. This took months, and I received the charge back on my card on XX/XX/XXXX. Calling the bank again to see what happened and why I was re-charged for this clearly fraudulent charge, they provided " evidence '' from the merchant that we were unable to get ahold of that was entirely fabricated. The merchant stated that they had sent us an email confirmation and we responded with a signed document and photo ID confirming acceptance of the charge and trip. This is 100 % false. The name that they signed on the document is not even my boyfriend 's name. They got the initial of his last name wrong. Also, there is no ID provided, because none of that ever happened. Another dispute was filed for a supposedly deeper investigation on XX/XX/XXXX. So, after two so-called investigations into the matter, Bank of America sided with a fake company that provided clearly false information to them. My boyfriend has an account with BofA, they know that isn't his last initial. On XX/XX/XXXX, I received a second denial on our dispute claim and am still expected to pay {$800.00} to my bank and a fake company. This is not fair and we have provided information showing that it is fake. The result that comes up in a XXXX search about XXXX XXXX is that it is a scam vacation company based out of XXXX. I looked at that page today, found a phone number for the company - as the one we had tried continuously before was disconnected, it went straight through and the man I spoke with was the same man we spoke with back in XXXX when we were conned. I demanded a refund and discussed the situation with him and how false evidence was provided by them to our bank. He requested I send a copy of the statement from our bank saying our claim was denied and then their verification department would look at it. The issue at hand is that a fake company stole our money, two disputes were made with our bank, and the bank sided with the fake company that provided them with blatantly false statements. We want justice and our money back while being wildly disappointed in Bank of America for their lack of due diligence.

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