Consumer complaint received 2018-02-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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, I use my Bank of America XXXX XXXX to make a made a purchase ; I bought XXXX adult airline XXXX tickets from XXXX. A few minutes later after processing the purchase, Bank of America XXXX App. sent an alert noting two purchases of the same amount {$410.00} charged to my credit card. I reported one of the purchases as a fraud and I called customer service to verify the purchase. 

On XX/XX/XXXX, I called back again to verify the purchase, and the customer service representative told that everything was okay, and suggested I should call the airline to verify the purchase with them. I immediately called the airline ( XXXX ) and they confirmed my purchase. On XX/XX/XXXX, the bank credited me {$410.00}, and I immediately called them back to verify that they only had credited me for one of the fraud charges. When I called customer service, I was informed that the bank had pulled back the payment from the Airline ( XXXX ). The customer representative said, do not you worry about this XXXX XXXX, I am resending the payment back to the airline and you do not have anything to worry about it. The credit card they charged me the {$410.00} again. I then assumed everything was ok. 

On XX/XX/XXXX, I arrived at the airport in XXXX, XXXX, and I was told by the airline representative that I did not have tickets and that the bank had pulled back the purchase. Once I was at the airport, I had to purchase new tickets with an approximate total of {$800.00} ( {$14000.00} XXXX XXXX ), the airport in XXXX only accepts XXXX XXXX, and thus, I was put in a very stressful situation where I had to borrow money from family and friends. 

When I arrived in California from XXXX, I called the Bank and they told me I had to file a billing dispute. I explained what happened at the airport, and the customer service representative told me that the only option was to file a billing dispute. On XX/XX/XXXX, the credit card company credited me back again the {$410.00}. On XX/XX/XXXX, the credit card rebilled again. I receive a letter notifying me that the credit card was not able to file a dispute against the merchant, and therefore they were not returning the money. 

I called XXXX and they stated that they never received or kept the {$410.00} and it was the bank that pulled the purchase. I have customer service multiple times to dispute the charge and they told me that there is nothing they can do to fix this issue. At this point, the Bank of America credit card company is keeping {$410.00}, as it was confirmed that the funds were made to the merchant ( XXXX ) I think this is a fraud itself, the credit card company is keeping money from clients and their only answer is that there is nothing they can do to resolve the problem. I would like to know what is Bank of America is doing with all the money from clients whose claims go unresolved. I would like to clarify that I called the airline ( XXXX ) and they confirmed that Bank of America did not return the payment back to them. This is a serious matter, and I am very worried that XXXX XXXX XXXX XXXX XXXX XXXX is doing the same thing to other people who they might think do not have the skills to understand billing or fraud disputes. 

I appreciate your assistance with this matter.

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