Consumer complaint received 2023-06-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
In XX/XX/2022, we paid in full for 6 passengers for our family cruise. 2 out of our 6 family members flew from XXXX to XXXX to go on the cruise. 
On or around XX/XX/2022, XXXX spoke with a XXXX XXXX XXXX XXXX ( XXXX ) customer service representative to check in and confirm the boarding procedures. She informed XXXX that we needed to present our XXXX XXXX immunization  cards at the time of boarding and for the 2 passengers that were not immunized due to XXXX beliefs ( XXXX and XXXX XXXX, we need to provide a written letter via email prior to the sailing date, explaining the reason for not getting the XXXX XXXX vaccine. The Priest from our church provided a letter confirming that XXXX and XXXX were not immunized, per their XXXX XXXXXXXX beliefs, due to the vaccine containing unethical components. As requested, XXXX emailed the signed letter from the Priest to XXXX. A copy of the letter submitted is attached. 
The morning of XX/XX/2022, XXXX called XXXX to confirm that they received all the documents needed. The customer service representative stated that all of our documents have been uploaded and complete, except for the letter from our Priest, which she stated was in the system, but not uploaded yet. She advised us to all take the XXXX XXXX rapid test prior to boarding the ship that afternoon and to bring the negative results with us. This was completely unexpected and a shock for us to find out, especially since it was never mentioned on the previous call or email communications with XXXX. After frantically looking for a local test center, we found one where we were able to take the tests at the cost of {$130.00} per person. We paid for 3 of the tests on our Bank of America card and the other 3 were paid for in cash, costing us a total of {$810.00}. Luckily, we managed to get negative results and made it to the ship in time for boarding. 
When we arrived at the XXXX XXXX to board the ship, the XXXX crew took our luggage onboard. However, after presenting them with our boarding documents, the letter from the priest, and our negative results from our rapid tests, they then denied us from boarding the ship. The staff was very rude, unprofessional, and disrespectful of my familys religious beliefs. One of the staff members even thought it was funny to say to us, The immunization restriction will be lifted next week. Go home and come back next week! Despite explaining all of the hardships we went through just for our family to go on this cruise and that 2 of us flew from XXXX to be here, she sarcastically offered her XXXXXXXX XXXX  XXXX This was one of the worst customer service experiences we have ever dealt with and sadly, it was coming from the person in charge of the XXXX XXXX XXXX. To add insult to injury, they REFUSED to return our luggage to us, which included daily medications, work laptops, and all of our personal belongings! We were told we have to come back when the ship returns on XX/XX/XXXX to get our luggage back. 
After this horrible nightmare of XXXX refusing us from going on our family cruise, we filed a dispute with Bank of America for the cruise charges, the rapid tests that we unnecessarily had to take, and our parking. XXXX responded to our dispute and falsely claimed that all XXXX of us were a NO SHOW. That is a total lie! Not only did we show up and were refused from boarding the ship for our cruise, our luggage sailed on the ship without us from XX/XX/XXXX until it returned on XX/XX/XXXX. 
Since Bank of America accepted XXXX response, held us liable for the charges, and did not give us the opportunity to appeal their decision, they are failing to represent and protect their long-time client from charges for SERVICES NOT RENDERED BY XXXX! 
This complaint will be filed with every appropriate agency to make them aware of this horrific experience. If this issue is not resolved with a FULL REFUND FOR A TOTAL OF {$5800.00}, then we will be left with no other option than to pursue further legal action against XXXX for all damages, including the expenses for airfare, the discrimination of our religious beliefs, and for all the stress and inconvenience caused by their staff. We will also be sure to post a review of our experience on every appropriate platform and contact our local media outlets to share our experience and the discrimination that we were subjected to by XXXX. 
*Please note that according to the XXXX  website and the CDC , XXXX XXXX vaccination was RECOMMENDED, NOT REQUIRED to go on a cruise. XXXX  Ship- XXXX XXXX XXXX XXXX XXXX Itinerary- XX/XX/2022 - XX/XX/2022 Departure Port- XXXX, XXXX XXXXXXXX # XXXX XXXX XXXX and XXXX XXXX {$1200.00} XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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