Consumer complaint received 2018-09-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I checked in the XXXX XXXX XXXX XXXX on XX/XX/XXXX, the room was previously reserved for 3 people utilizing a different debit card. However, the hotel was contacted prior to my arrival and told only I would be arriving, would that be a problem, the representative state no and asked if I would like a smaller room for 1 person, she was told yes and the room was changed. Upon check in the represented double charged my debit card {$530.00}, she stated it was a mistake and the money would be released, however I requested to speak with a manager because I did not want any problems. I was told not to worry I would only be charged {$530.00} for my room and resort fees would be waived due to the mistake, not to worry my bill had to be paid in full upon check in because I was utilizing a debit card. I requested a receipt and was provided a paper that stated I owed XXXX  balance. After I checked out of the hotel on XX/XX/XXXX the XXXX XXXX, changed the {$530.00} charge to {$670.00}, without notifying me at all. Then on approximately XX/XX/XXXX XXXX XXXX changed the charge to {$1200.00}, without authorization from me. However, Bank of America paid the charge without notifying me, therefore placing my account at a - {$520.00}. I immediately contacted XXXX and spoke with an extremely rude supervisor, then I contacted Bank of America and filed a disputed, then I contacted the XXXX XXXX XXXX ( XXXX ), because what XXXX did was simply theft, the original room was never reserved on my debit card, and the room was changed to a smaller room ; I never authorized {$1200.00} on my debit card. I provided documentation of the XXXX  balance receipt, the complaint to the XXXX, and emails between myself and manager 's at XXXX concerning this matter, with no success. Despite all the documentation I had to pay to have faxed to Bank of America, they allowed the charge to stand. On XX/XX/XXXX @ XXXX, I spoke with XXXX in Georgia and was transferred to Mr. XXXX a manager at Bank of America, who requested I submit the documents again, which I did. On XX/XX/XXXX, I contacted Mr. XXXX, in South Carolina with Bank of America and informed him that I want the claim to continue being disputing because XXXX was stealing, and as a college student I could not afford to pay the additional {$530.00} or have my credit negatively affected. Months went by with no response until, I received a letter from Bank of America on XX/XX/XXXX, stating my account had been closed, and consumer reporting agency notified. This is wrong, Bank of America claims they protect customers, so why are they allowing XXXX to steal from me. I was not notified of a suspicious transaction or anything. XXXX double charged me upon check in, then increased the charge as late as 3 days after I checked out without my consent, yet Bank of America closed my account rather than file a complaint against XXXX XXXX. This is an example of large corporations taking advantage of consumers.

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