Consumer complaint received 2018-05-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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/XXXX, I filed a dispute with Bank of American regarding our stay in the XXXX XXXX from Thursday, XX/XX/XXXX - Thursday, XX/XX/XXXX due to false advertisement by XXXX regarding their XXXX XXXX XXXX XXXX   XXXX. Details regarding our trip by date are attached along with the purchase receipt made for the new hotel stay while on our trip. We felt harassed and feared for our well-being and safety after trying to resolve our issues/concerns with the XXXX XXXX locally. I received a letter from Bank of America dated XX/XX/XXXX letting me know my dispute was completed and that they could only issue a partial credit in the amount of {$680.00} due to the fact that we did stay on the property. There was no details in the letter that led me to believe that any further action was needed on my part. I was not happy with the the resolution but I can understand that it was fair. I believe that we should have been credit the total amount of {$1200.00} due to the fact that we did not eat most of the time we were there and spent most of our time in the lobby trying to work with or wait for management that never showed up. At one point, the lady at the customer service counter said, " You will never see this money. We have so many unhappy guests and they leave and just spend double the money to pay for another resort. You'll never see this money. '' They are very rude, unhelpful, and only offer to give you free XXXX XXXX to help us " try '' to enjoy our stay. We shouldn't have to TRY to enjoy our stay, we should enjoy our stay. Even thought I felt like we should have received the entire amount of stay back, I figured {$680.00} was better than nothing. Than I received a letter on XX/XX/XXXX saying that it was my responsibility to obtain a credit slip from XXXX or the resort. As I already knew, the resort would not be helpful. I called XXXX, was transferred several time and finally got transferred to someone who said they would issue me a credit slip. Then they went into my account and said, I'm sorry but I can only send that directly to the credit card company but couldn't because there was no credit slip from the resort. '' I have spent many hours and days trying to come to a reasonable resolution. My husband and I were celebrating our anniversary, took 7 days off of work just to have a stressful, unenjoyable trip. We also had to end our trip early due to Hurricane Irma.  Overall, it was a nightmare and then I came home to a bigger nightmare over the next few months due to the back and forth with Bank of America. I was on the phone with them and instead of trying to help resolve the issue with XXXX, I had one representative tell me, " Did you try to talk to the chef? '' At that point, I was home and was seeking some compensation for false advertisement from XXXX and the fact that I had to book two resorts for one trip. I am looking to receive a full refund in the amount of {$1200.00} due to the false advertisement. We did not get what we paid for.

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