Consumer complaint received 2023-10-28
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:
XX/XX/XXXX I booked two round tickets on XXXX for {$89.00} ( confirmation number XXXX, including {$5.00} processing fee ) and {$170.00} ( confirmation number XXXX, including {$5.00} processing fee ). The departure date for those tickets are both on XX/XX/XXXX. Please see Attachment 1 for two confirmation emails in the uploaded Explanation Letter. Those tickets were Flexible Fare tickets and can be fully refunded if the refund is requested prior to the date and time of the ticketed departure pursuant to XXXX policy ( see Attachment 2 Terms & Conditions of Online Ticket Purchase of XXXX  in the uploaded Explanation Letter ). During the purchase process, I saw no warning that the processing fee is non-refundable and the caption of the General Fare Refund in Terms & Conditions contains ( Fares and Fees ). I was under the impression that if I made the refund requests before the departure date ( XX/XX/XXXX ), I would obtain full refunds of {$89.00} and {$170.00}. 



On or several days after XX/XX/XXXX My travel plan changed and made the refund requests online. However, XXXX wont generate a confirmation number after submission and I didnt receive any confirmation emails. I thought the refund requests were submitted successfully and would be processed as requested until XX/XX/XXXX. 



XX/XX/XXXX I noticed XXXX sent me an email on XX/XX/XXXX reminding me of my future trips on XX/XX/XXXX. I was confused so I checked my Bank of America Customized Cash Rewards credit card statement and didnt find the two refunds credit posted. 
I called the XXXX  ( phone number : XXXX ) via XXXX XXXX at XXXXXXXX XXXX EST to check the refund status. Please see Attachment 3 in the uploaded Explanation Letter for the screenshot of XXXX contact information on their official website ( XXXX XXXX shows the number belongs to XXXX which is incorrect ). The representative said those refund requests were submitted but not processed successfully. I asked her to submit the refund requests again for me and requested an explanation for their failure to process the requests. She said she could only instruct me on how to submit the refund requests and could not do that for me. So I did the exact same thing I did back in XXXX to submit the refund requests and the representative confirmed she can see the two requests submitted now. Please see Attachment 4 in the uploaded Explanation Letter for the screenshot of the call record. 
I also submitted an online inquiry regarding the failure to process refund requests. One representative at XXXX ( phone number : XXXX ) called me back at XXXXXXXX XXXX EST to explain that the XXXX tickets were mistakenly processed as non-refundable tickets so my last refund requests can not be processed. However, she assured me that this time I would get a full refund. Please see Attachment 5 in the uploaded Explanation Letter for the screenshot of the call record. 
I was worried that XXXX could not refund the tickets like last time so I called Bank of America ( phone number : XXXX ) to dispute the two purchases made on XX/XX/XXXX. 



XX/XX/XXXX I received the uploaded claim acknowledgment letter from Bank of America and I can see the two claims on Bank of America 's website. 



XX/XX/XXXX I received two emails from XXXX confirming that I was refunded {$83.00} in reference to travel confirmation number XXXX and {$89.00} in reference to travel confirmation number XXXX. Please see Attachment 6 in the uploaded Explanation Letter for these two emails. 



XX/XX/XXXX I sent an online inquiry again regarding the wrong amount of the refunds and requested a reply in email. 



XXXX On XX/XX/XXXX, Two credits were posted on my BoA credit card account ending in XXXX for {$83.00} and {$89.00}. 
I also received XXXX following reply to my online inquiry on XX/XX/XXXX : Your refunds were processed on XX/XX/XXXX. 
XXXX In the amount of {$83.00}. 
XXXX In the amount of {$89.00}. 
Even on a Flex Fare ticket you are not refund the fee. 
I replied to this email the same day and wrote : I bought the two return tickets for {$170.00} and {$89.00}. Your credit doesn't make sense. Also, during the purchase, I didn't see any warning that the service fee is nonrefundable. Please issue the full amount refunds asap. Thank you. 
Since they didnt reply to my email, I followed up on XX/XX/XXXX through email and also submitted another online inquiry. The representative sent me the following response : Order number XXXX, the ticket from was lifted and a refund would not be processed. 
Fees that are paid online are not collected by the carriers but but the online ticketing site, we can not reimburse these fees. 
I replied the email immediately : what do you mean by the ticket from was lifted and a refund would not be processed. 
No email was received after that. XXXX neither explained why theres no warning or policy regarding the nonrefundable processing fee or failure to refund the remaining fare for the ticket number XXXX. Currently, the remaining disputed amount for the two tickets are {$5.00} ( $ XXXX {$83.00} ) and {$87.00} ( $ XXXX {$89.00} ). 
Please see Attachment 7 in the uploaded Explanation Letter for this email chain. 
I also contacted Bank of America to update the claim amount ( from {$170.00} to {$87.00} ). 



XX/XX/XXXX Bank of America sent me a letter requesting me to provide an explanation letter for the two claims ( disputed amount : {$5.00} and {$87.00} ) by XX/XX/XXXX. 



XX/XX/XXXX I uploaded the attached Explanation Letter on Bank of America 's website. On the same day, I received the attached credit-issued letter for the claim in the amount of {$87.00}. 



XX/XX/XXXX Balance adjustments of {$170.00} and {$5.00} were posted on my credit card by Bank of America. The first one 's amount is incorrect because XXXX has already refunded me {$89.00}. The second one 's amount is correct and I have no issue with this dispute 's resolution. 



XX/XX/XXXX The credit of {$170.00} was taken back by Bank of America. However, I didn't receive any further credit. 



XXXX-till now Since I was abroad from XX/XX/XXXX to XX/XX/XXXX, I was unable to call Bank of America to solve this issue . I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. One agent from the billing department promised me on XX/XX/XXXX that I would see the credit posted in 3 three business days and I waited until XX/XX/XXXX to inform the billing department that I saw no credit on my account. Then the billing department asked me to contact the claim department and the claim department asked me to contact the billing department. Not a single agent provides me with a potential solution. I am so frustrated with their attitude toward the client 's dispute. Not to mention I have to wait 20-30 minutes to get connected to a live person every time!

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