Consumer complaint received 2023-11-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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:
This will be covering all of the information including payments and dates regarding my claim with BofA about XXXX, and the {$530.00} that I have been owed by BofA for the past couple months, as well as the incompetence on BofA 's part when it came to addressing and resolving this issue. 


For starters I will begin by including all relevant payments to this claim. For the sake of clarity I will be referring to the XXXX XXXX  bookings relevant to this claim as XXXX XXXX, and XXXX XXXX. For further information, XXXX  bookings are separated into XXXX payments, XXXX payment for the booking of the nights themself, and then another payment known as a " cleaning fee ''. 


XXXX XXXX : {$660.00} + {$110.00} ( Cleaning fee ) = {$770.00} ( Total paid to AirBNB ) XXXX  XXXX  : {$340.00} + {$85.00} ( Cleaning fee ) = {$420.00} ( Total paid to AirBNB ) Refunds received ( + ) : XXXX : {$85.00} ( From XXXX ) XXXX : {$110.00} ( From XXXX ) XXXX : {$340.00} ( From XXXX ) XX/XX/XXXX : {$660.00} + {$110.00} ( Cleaning fee ) = {$770.00} ( From BofA ) ( As you may notice, there are two refunds for {$110.00} which I have received. This is an error as I was only supposed to be refunded the {$110.00} a singular time. ) Payments deducted ( - ) : XX/XX/XXXX : {$530.00} ( $ XXXX $ XXXX {$340.00} ) ( Labeled as " XXXX XXXX ''. ) XX/XX/XXXX : {$110.00} ( Labeled as " BAL ADJ/AIRBNB ''. ) ( I am then not only charged {$110.00} twice instead of once in order to correct the accidental double refund, I am also charged {$420.00} despite the fact that the {$420.00} has nothing to do with a duplicate charge since I was only refunded this once. ) The issue : This past summer I had booked multiple XXXX  's for a trip overseas. However this issue only pertains to XXXX of these XXXX, those being XXXX XXXX and XXXX XXXX. Due to a natural disaster in the country I was visiting, I was unable to attend either one of the XXXX  bookings, and per XXXX 's policy regarding " Natural Disasters '', I was entitled to a full refund for both of my bookings ( policy is attached ). XXXX had no trouble refunding me for the XXXX XXXX booking, as I was entitled to it, and I had received my full refund of {$420.00} from XXXX no problem and the matter was settled. However XXXX XXXX was a different story, and I was told that XXXX  would only be able to refund me for the cleaning fee ( {$110.00} ) instead of a full refund. Hearing this I escalated this to BofA and opened a claim to get all of my money back ( {$770.00} ) per XXXX 's own policy which they were not abiding by. Some time passes and I am refunded my full entitled amount of {$770.00} and all is well. The only problem was that I was refunded the cleaning fee of {$110.00} for XXXX XXXX twice, once by XXXX  and again by BofA included in the claim of {$770.00} ( {$660.00} + {$110.00} ( Cleaning fee ) ). The solution for this would have been for either BofA or XXXX  to reverse one of their refunds of $ XXXX however for some absolutely mind-blowing reason, instead of that simple solution, I had awoken one day and checked my credit card to see a charge of {$530.00} labeled as " XXXX XXXX '' - and this is where the real problem began. Confused as to what this charge was for, I contacted BofA customer service looking for answers. And after HOURS of calling, being transferred and MORE hours of being put on hold, I spoke to dozens of incompetent employees who could only either put me on hold or transfer me to another department. I only had one simple question, " What is this charge for {$530.00} on my credit card? '' and despite as simple as the question may seem, and despite having called BofA dozens of times and wasting HOURS on the phone, I found it absolutely infuriating that not a single person in any department could give me an answer. This continued on for months, only further adding to my frustration. Finally, after an endless amount of transfers, I had gotten connected to one of the very few competent employees that BofA had to offer, and they informed me that this charge of {$530.00} was a reversed charge by BofA from a previous XXXX  claim due to the fact that I was refunded this amount twice by accident. Although I had finally received some sort of answer, this only further added to my confusion for multiple reasons, XXXX being that I had never received a refund of {$530.00} ( at the time the number seemed unfamiliar to me since it was a combination of refunds from XXXX separate XXXX, $ XXXX {$110.00} so I did not recognize or understand this number ), but also that the only claim I had regarding XXXX  was my claim with XXXX  XXXX  which was for a different amount of {$770.00}. The person I had been speaking to at the time opened up another claim for me regarding this issue of {$530.00} and informed me that it would be resolved. Rest assured I continued on with my life under the expectation that BofA would resolve this with time. Fast forward some time, I contacted BofA again in hopes of an update. After dealing with the hassle of being put on hold and transferred for hours again, I had gotten in touch with the " correct department '', only to be told something along the lines of " I do not understand what you are talking about '', as if the claim which the last person I spoke to was non-existent. I then brought up the {$530.00} again and explained the whole story from the beginning and how I was unaware of what the charge was for, I was simply told that " We can't tell you what that charge is for since we do not have that information. I can open a claim for you if you'd like. '' to which I responded that a claim had already been opened regarding the matter the last time I spoke with BofA which apparently, was not in the system. They then continued on to explain to me that " claims take time so give it some more time and you will surely be updated soon. '' Although upset, with nothing much else to do, I waited. After waiting again for some time I contacted BofA again since I had still not received any type of update only to be met with a similar confusion as the last time about how they weren't exactly sure what's going on but to " just give it some time. '' My frustration regarding this situation mainly comes from this : despite all the hours of calling and dozens of people spoken to, in addition to the months which have passed, the answer to my initial simple question of " What is this charge for {$530.00} on my credit card? '' was still unanswered as the answer changed every time I called. Unsure of what is even happening, I took matters into my own hands since BofA 's customer service was clearly not capable of figuring this out. After some investigation of my account I had realized what had occurred. 

I have been with BofA for 6 years and I am extremely disappointed with this experience that I have had with them. I had then since went to Bank Of America in person at their XXXX XXXX location and after telling them the entire story while also providing them with all of the same details provided here, I was promised a response from the branch XXXX the next day. After XXXX weeks and XXXX follow up emails as well as around XXXX calls to both the XXXX themself and the XXXX location I never received this promised response. Not even a voicemail or an email.

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