Consumer complaint received 2022-01-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
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:
XX/XX/XXXX XXXX XXXX Due to a last minute cancelled flight contacted XXXX to change my rental car reservation in order to add an additional day to the reservation and amend the drop off location from XXXX Florida ( XXXX ) to XXXX XXXX ( XXXX ), was told by the representative there was nothing they could do. 

XX/XX/XXXX XXXXXXXX XXXX Called XXXX again to explain the situation and the 2nd representative stated that the reservation had been changed to my request ( s ) above for a charge of {$160.00}. I confirmed with the agent no less than 3 times that everything had been amended and the price was correct and was told yes each time. I then asked for an email confirming the change and was told I would received one within 10-15 minutes of the call. 

XX/XX/XXXX XXXXXXXX XXXX I never received the email confirming my amended reservation so called back and once again explained the situation. Confirmed with the 3rd different agent another 3-4 times that my requested changes to the reservation had gone through and the price of {$160.00} was correct. Agent responded yes every time. Requested another email confirming the change and was once again told I would receive in 10-15 minutes after the call. I never received the email. 

XX/XX/XXXX XXXX XXXX Returned the rental car to XXXX in North Carolina with no issues. 

XX/XX/XXXX XXXX XXXX Checked my credit card balance and saw the original amount of {$160.00} pending with an additional charge of {$390.00}. Contacted XXXX  customer support to inquire and was told that whichever agent processed my claim did not enter in the updated drop off location ( I had confirmed no less than 6 times with two different agents that the reservation was for an additional day and a new drop-off location on XX/XX/XXXX ). Was told that since the car was dropped off at a different location that they had to issue a fee. I asked to speak to a supervisor and was told the same information. 

XX/XX/XXXX The charge from XXXX cleared past posting and increased to a total of {$690.00} with no explanation. I submitted a charge dispute through Bank of America who then denied my claim stating that I did not provide a copy of the original sales slip. When I had informed them over the phone multiple times and in this letter that XXXX did not provide me a change in confirmation even though I requested it multiple times. 


I do not feel that I should have to pay the additional {$530.00} on the charge ( $ XXXX {$160.00} ) due to being told my reservation had been correctly changed on XXXX end when it was not. Additionally, I received no explanation for the additional {$300.00} charge that made the total charge {$690.00}. I agreed to pay the {$160.00} for an additional day and change the drop-off location to XXXX XXXX international airport and was told that would be okay. XXXX also never sent me an email confirming the changes after I asked twice, I feel that I have been scammed.

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