Consumer complaint received 2016-03-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
In XXXX, 2016 I used my credit card with account number ending in XXXX to reserve a room at XXXX - XXXX for 7 days from XXXX through XXXX with the amount of {$450.00}. On XXXX/XXXX/2016 around XXXX When I arrived in the hotel, I immediately felt the need to change to another hotel due to unacceptable room conditions - TV not working, no hot water and filthy room environment. Around XXXX that evening, I informed the receptionist of my decision to end my stay early due to the unpleasant room situation. The room condition was so abhorrent to an extent that the receptionist had to apologize to me, reduce the rate and honor my decision. I then paid {$100.00} cash in full for XXXX nights and proceeded to book other hotels. 

I want to emphasize the fact that prior to my actions, I called BOA Credit Card Customer Service and spoke with the representative who verified that the amount of {$450.00} did not appear on my credit card statement. BOA representative further reassured me that this amount will NOT appear on the statement without XXXX swiping my card. With BOA 's reassurance, I felt comfortable and protected to end my reservation with XXXX early and book other hotels. 

On XXXX/XXXX/2016, I found out that the charge of {$450.00} appeared on my credit card statement. I immediately called Bank of America ( BOA ), my banking and financing carrier, to file a dispute. 

On XXXX/XXXX/2016, BOA received my inquiry and started researching my dispute. 

On XXXX/XXXX/2016, I received letters from BOA in inquiry of me providing more information on my end to help continue their investigation. 

On XXXX/XXXX/2016, I called XXXX regarding the charge in dispute. The receptionist apologized to me again on behalf of their negligence and admitting to the fraudulent charge. The receptionist provided me with the payment documentation showing that I only stayed there for XXXX nights and paid the the fee cash in full. The receptionist also welcomes BOA to call her directly for verification during the investigation process. 

On XXXX/XXXX/2016, I provided BOA with my response that included my statement, payment documentation, my effort to resolve the dispute and testimony from the receptionist at XXXX. 

ON XXXX/XXXX/2016, I received a denial letter from BOA denying my claim due to " We ( BOA ) did n't receive valid documentation to show that the charge ( s ) was paid by another means. '' On XXXX/XXXX/2016, I called BOA to express my extreme dissatisfaction of their Credit Claims Department denying my legitimate claim. After carefully reviewing this claim as well as all the documentations I provided, BOA representative acknowledged it 's a valid claim. Per my request, BOA reactivated this claim. 

This continuing ordeal with BOA makes me highly doubt BOA 's ability to protect their customers. Even with valid payment documentations AND the merchant 's testimony admitting to the fraudulent charge, BOA still denied my claim. I highly doubt that BOA even exercised their due diligence and professional conduct to investigate this claim before they simply mailed me with the denied letter.

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