Consumer complaint received 2016-02-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX XXXX bought a plane ticket using my Bank of America business debit card for the amount of {$160.00} from XXXX airline in XXXX. I canceled the plane ticket via phone within 1 hour of making the purchase. I canceled this in person at the airport. The website I was using changed my flights around last minute and ordered me the complete wrong flight. I explained to the people at the airport, but they did n't speak XXXX. To what I understood, they canceled the airline ticket and refunded the money. A week later, I still had n't received a refund, so I contacted them by phone. There was such a communication barrier that we were n't able to understand each other very well. 
On XXXX XXXX, I filed a claim with B of A claims department for the amount of {$160.00} - claim # XXXX. The reason for the claim was that I canceled the plane ticket due to an error on their website. 
The claims person I spoke to ( BofA ) said that I needed to listen to a recording at the end of the call. This recording stated that if fraud had occurred, I would need to fill out the paperwork they send me and mail it back in, in order for the claim to be accepted. 
After the recording was finished playing, I called back BofA and explained that the recording I had received said that I was going to receive documents for a fraud case via mail. I informed them of two things, 1 - this was not a fraud case, and 2 - the address on my account would not reach me to fill out the paperwork because the address was incorrect. The representative informed me that the previous representative had made a mistake. She stated, there was no paperwork required for my case, as it was not due to fraud. She informed me that I would not need to change the address unless I wanted to. She also had me listen to a new recording. The new recording said nothing about sending in paperwork. 
So far : 1. The first representative had me listen to the wrong recording, I caught the mistake and called in 2. The new representative informed me that I would not need to fill any paperwork 3. The recording informed me of no paperwork 4. Representative changed my address On XXXX XXXX the money was withdrawn from my account again. I called in and spoke to a representative that said I had not filled out the proper paperwork. I informed them of the previous conversations and they said that would not be a problem. I would just need to fill out the paperwork and fax it in. She simply emailed me the forms, I filled them out that exact moment and faxed them in. I do have a fax confirmation of this. 
XXXX XXXX I called to check on the claim and get the status. The representative informed me that I am over due on the claim and that I lost the claim. I politely tried explaining that the fault is on BofA for screwing up the paperwork that was required, even though they said it was n't, and sending it to the wrong address, even after I changed it. I explained to her they they informed me I would not need to fill out any paperwork. They also informed me that the credits for the overdraft fees would be reassessed to me. I disputed this as there was another claim that was decided in my favor for the amount of {$970.00} which was the reason for the account going into overdraft. 
I need BofA to apply to the credit for {$160.00} for the claim that should have been decided in my favor. I also need BofA to credit me for the overdraft fee 's incurred because of this improper charge on my account. I also need BofA to credit me for the time its taken to handle this claim and set the account straight. This amount can be negotiated.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation