Consumer complaint received 2021-09-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KS
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:
I submitted a transaction dispute on XX/XX/2021 with Bank of America for {$340.00} on a service I never received from XXXX after not being able to resolve the issue with XXXX. I was provided no communication about its progress and on XX/XX/XXXX, Bank of America refunded {$14.00} and closed my dispute saying I never returned a letter signing that I wanted to continue the dispute. 
I called multiple times to receive this letter between XX/XX/XXXX- XX/XX/XXXX to via mail, fax, or their website messaging application. One of Bank of America 's Manager position in the disputing department even acknowledged and stated that they have not sent the letter. I never received the letters with any of my attempts. 

On XX/XX/XXXX, I physically went to one of Bank of America 's branches to obtain the letter and send it with my proof on the transaction dispute. I was given outdated letters to sign and reassured by a Bank of America client representative that it was ok because of the situation and that I had yet to receive the letter. 
On XX/XX/XXXX, I returned to the same bank to give the letters and check that I was doing everything I needed to resolve the issue. 

On XX/XX/XXXX, Bank of America declined my claim again and stated it was because I did not send the proof and information regarding the dispute soon enough, retracted the refund of {$14.00}, and that they reported my disagreement with the Credit Reporting Agencies ( XXXX, XXXX, XXXX, and XXXX ) **Previously I purchased a stay reservation through XXXX for XX/XX/XXXX - XX/XX/2021with my Bank of America Cash Rewards Credit Card . Through their service agreement, I expected XXXX to arrange me a reservation at XXXX XXXX for the specified date.On the day of the reservation, I am notified by the hotel staff that my reservation had not been established because XXXX did not provide XXXX XXXX their portion of my payment charged through XXXX. I was forced to look for a different place to sleep without a refund day of my reservation. I was unable to resolve the issue with XXXX. 

- XXXX XXXX provides proof from XXXX XXXX that XXXX failed to provide their service obligation for the reservation date. 

- Doc 2 is the letter I provided Bank of America regarding my attempts to resolve the issue with XXXX and detailing the dispute along with Doc 1 on XX/XX/2021 - Doc 3 provides information and date about the physical Bank of America I went to that provided the claim continuation letters. ( I signed the letter I was provided on the same date I received them on XX/XX/2021 ) - Image 1-3 are the documents a Bank of America representative provided me to use to continue the dispute assuring it was ok to use because of the situation and that I had not been provided the letter. 

- Image 4-6 details my reservation with XXXX

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