Consumer complaint received 2020-06-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
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/2020 I booked a trip through XXXX to XXXX Pennsylvania for a weeks vacation. The timeframe for a 100 % refund per company policy had passed by the time Covid-19 began. The first hotspot in Pennsylvania was directly where we had booked our rental house. I contacted the owner to cancel, and he was reluctant to do anything about it. Per XXXX policy, they have no governance over owners to enforce refunds to customers for any reason, they merely suggest it. I received a 50 % refund from the owner eventually but he would not do anymore. The President of the company wrote a general communication to all owners strongly suggesting they issue 100 % refunds due to extreme circumstance. Our owner did not adhere to this suggestion and we still were on the hook for 50 %. I contacted Bank of America to handle the rest, and started a dispute for the remaining amount of {$320.00}. XXXX refunded some service charges while the dispute was in process, bringing the total remaining amount due back to me to {$230.00}. The adjusted amount was in the dispute process until XX/XX/2020 when Bank of America finally credited the amount to the card. Two weeks from the credit, we saw the charge back on the card. I contacted BOA and asked why this happened, in which they stated a duplicate credit was issued to us. I walked them through the transactions and it was determined to be a mistake to recharge us and they would have to put the amount back through the dispute process to re-credit the {$230.00} and told us not to pay it at this time. It's now XX/XX/XXXX, and we found out that the re-credit is not happening because the latest reviewer totally ignored the fact that a mathematical error was made and referenced XXXX cancellation policies and determined the credit was not warranted. BOA had already made the decision to credit us, and fight for us. Now the new reviewer totally ignoring prior decisions made it about XXXX policy and just closed it out like they didn't care. The amount of time spent on the phone with BOA to get to this point was over 7 hours between explaining our situation three times over, waiting on hold, and explaining basic math to the country 's largest bank. We plan on calling again on Monday XX/XX/2020 to express our dissatisfaction. My wife and I have amazing credit, extremely low DTI ratios, and perfect payment history. We have no intention, after spending thousands and thousands of dollars on the BOA card to eat this small amount that should be cured by BOA as a consumer protector. ESPECIALLY when they already made the decision to honor our claim, screw it up internally, and retract their previous decision because the case passed through 4-6 reviewers each having to be told the entire story over and over again. This treatment from BOA is unacceptable and appalling during these times. I have never seen such bad handling of a straight-forward case. I work for another large bank and I have worked with disputes before and even I have no issue seeing the obvious resolution in this. The especially angering part is we not only were told by XXXX that our homeowner is one of a handful that didn't issue 100 % refunds, but we now have a bank that won't stick up for us as consumers and are screwing us as well. I do not have any faith in BOA after this absolute blunder of " handling '' and I will never rent through XXXX again.

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