Consumer complaint received 2021-05-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, VA XXXX XXXX XXXX Saturday, XX/XX/XXXX To Whom It May Concern, My name is XXXX XXXX, and I am writing to file a complaint against, Bank of America, XXXX and XXXX I am filing this complaint because I attempted to book a room on XX/XX/XXXX while in XXXX, South Carolina for my grandmothers funeral. I attempted to book four rooms, two through XXXX, XXXX through XXXX and one through XXXX. XXXX released the hold on my account immediately upon determining that there were no rooms available, and that no services were rendered. However, both XXXX and XXXX  ( the website that I went through, but it is listed as a charge from XXXX in my checking account ) drafted money from my bank account ( {$180.00} XXXX and {$21000.00} XXXX for a total of {$390.00} ), even though there were and continued to be, absolutely no rooms available for that night and no services were rendered in XXXX, South Carolina XXXX The hotel that I attempted to make the reservation with even called me, apologized for the inconvenience and told me to contact the travel agencies for my refund because they should not have taken my money when there were no rooms available for me to book for the night. 
When I called the next day, I was unable to even speak with a person regarding getting a refund. Both XXXX and XXXX had automated systems that ultimately disconnected my call as I waited for a customer service representative to answer. This is both theft and fraud and is just unacceptable. Then on XX/XX/XXXX ( I waited one week because on the automated lines of the travel agencies, the recordings stated that a refund would be issued automatically within 2-3 business days if no services were rendered and I wanted to allow an appropriate amount of time for this to happen, but it did not happen ). 
To add insult to injury, I attempted to file a claim with my financial institution, Bank of America, and they told me that I would not receive an automatic credit on my account as I usually do while they are researching a claim. The representative also stated that if the travel agency did not respond within 11 business days XXXX which would be XX/XX/XXXX XXXX, I would automatically receive a refund. However, the representative that I spoke with also stated that 11 business days is a long time to wait and that I should call back on that Monday XXXX XX/XX/XXXX XXXX to find out whether Bank of America would be able to credit my account any earlier. 
I followed those instructions and that is when I was told by a second representative that they had taken the money back from the travel agencies ( almost {$400.00} ) already, but that I would have to wait 45-90 days in order to receive my refund, because Bank of America is waiting for the merchant to respond. Why are they punishing me as if I lied about not being able to book a room? I have been a customer with Bank of America for 13 years and expected much better treatment from them than this. 
I am disgusted and will be closing my account immediately once my refund is credited to my account should I actually have to wait 45-90 days for my refund. Also, I will be more than happy to contact every media venue in the nation should I have to wait time any longer than seven calendar days from the date of this letter as I have already waited long enough. I am very curious to find out how many other people these agencies and institutions have done this to. 
I mean, their accounts have stolen money credited to them at my expense, and they are gaining interest on my money, just because I wanted to attend my Grandmothers funeral? Also, after this seven-day grace period, I will be more than happy to begin seeking legal advice regarding the legalities of this matter. I will then proceed to seek payment for much more than that {$400.00} they stole. I will be seeking legal fees, pain and suffering and mental anguish as I have suffered a great loss and been abused and taken advantage of on top of that. 

Sincerely, 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 monetary relief