Consumer complaint received 2022-03-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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/2022, I called XXXX XXXX and tried booking a ticket for myself. I read from their site that they will refund a ticket within 24 hours of purchase if something happens. It was done over the phone and the agent wants me to pay for the booking confirmation to get started. I waited for the email waited for the confirmation paid not knowing that the confirmation is going to be the final ticket. I was then told to wait for another email for the iterenary. I am planning to bring my kids also since it's been 7 years that I haven't seen my family because of covid. My only mistake is I didn't get a insurance or refundable ticket. 
There was a miscommunication between me and the agent when I booked the ticket. Unfortunately, their form of communication is through an app called XXXX and now it looks like I got blocked and I can't retrieve their messages as proof but I received email from them that keeps on mentioning about their policy. They sent me several emails telling me about their policy and that they can't refund my money. My flight is XXXX XXXX, XXXX. I called and emailed them within 24 hours. They insisted that they can't provide a refund. I am beyond devastated having to pay XXXX dollars for a service I can't use and I wouldn't be using. It was very expensive for a one way flight. 

There's a travel restriction changes due to covid saying that the quarantine is gone. So this is the main reason I don't wan na use this flight. I called Bank of America and dispute the charge. They reinstated the {XXXX} back to my account but will continue to work on a claim or dispute. One agent told me to not worry about it and it's okay for me to not respond the airline. After a few days I got a letter saying that they gon na take the XXXX back on the XXXX of XXXX and already closed the dispute claim and they gave a favor to the airlines and that I should pay for it since the airline isn't responsible of giving me a refund. I withdraw all my remaining funds on my account on the ATM and cashier. I left about 400+ dollars and I transferred my XXXX dollars on my XXXX account on the XXXX XXXX, XXXX. I called today XX/XX/XXXX and was telling the agent I just wan na close my bank account and not pay for the airline ticket leaving my balance to XXXX dollars. I don't care if they gon na send it to collection I'm just don't wan na pay for a service I'm not using. 

The agent on the line didn't mentioned that they gon na take or cancel the XXXX dollars that I already transferred on the XXXX. I am not authorizing them to do that. I already transferred it and it's processing. Why would they take it back? 
It seems like they want me to pay for the airline ticket I'm not going to use. Just because I made a huge mistake by not purchasing a refundable ticket I have to pay XXXX for a service I'm not gon na use? Not right! I've been trying to call my bank and I just want them to leave my account the way it was. I need my funds. I have XXXX kids ( XXXX XXXX XXXX XXXX XXXX ) and I'm not giving my money away. I need it for groceries and other stuff for my kids. It seems like they're just taking my money away even though I didn't authorize it. I am not authorizing the airlines to take my money nor the bank to get that money they put on my account. That's just very wrong. It's my right to dispute it and I should be getting it back since it's my hard earned money. XXXX dollars is like two weeks of work. Please help me get my money back. I also contacted the XXXX  and DOT but it seems like they don't help at all. They're in favor of the airlines because of their policy. My main concern now is to get the XXXX dollars on my account that I already transferred on the XXXX. It says processing and it should be on my account supposedly tomorrow XX/XX/XXXX but the bank ( Bank of America ) took the funds out and was trying to give it back to the airlines. Please help me, I have been calling them several times like 5 times today and I'm not going no where. Just given a run around. I have work and kids to take care of and it seems like these people doesn't help at all.

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