Consumer complaint received 2016-07-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card
Issue: Billing disputes

Complaint:
I used my Bank of America Travel Rewards card to book a travel to XXXX XXXX , XXXX . I booked my travel XX/XX/XXXX via XXXX and charged a total of {$1800.00} on this card for the airfare and the hotel room. Before arriving in XXXX XXXX, my husband tried to upgrade our room for us by contacting the hotel, and requesting the XXXX XXXX status, which came with an upgraded room, featuring a Jacuzzi on the balcony, daily newspaper, pillow menu, upgraded mini bar, bottle service etc. This upgrade was supposed to cost us {$450.00} in total, in addition to the original {$1800.00} we had already paid. I provided records of all of these changes and promises to Bank of America. When we arrived in XXXX XXXX, the room was dysfunctional. There was no running water, for daily needs such as brushing teeth, using the bathroom, or showering. The hot tub also had no running water, and was dysfunctional. My husband tried calling them over 25 times to get help or a solution. Since the other hotel rooms were all booked, we were downgraded to the original room that we booked via the Bank of America card. We did not receive any upgraded status or service AT ALL as promised for the {$450.00} upgrade fee. We notified the hotel of this problem and they assured us they would not charge us the extra money. It was to my great surprise when I came home to find that my card had been charged the {$450.00} upgrade fee. Conveniently, the hotel charged my card two times : one time for {$150.00} and the other time for {$300.00}. I accordingly called the hotel, despite international calling charges, and got no resolve. Therefore, I took action with Bank of America credit card services by filing a dispute with my credit card for the unauthorized charges. I provided the credit card company with the receipt of the original {$1800.00} charge, the description of the room, the email confirmation and description of the alleged " upgrade, '' and a letter stating my utter dismay with the charge and that myself and my husband were both witnesses, as well as about 25 of our friends of the fact that we did not get an upgraded room. My claim was wrongfully denied by Bank of America claiming that they did not have a receipt that my stay in the original room was paid for in another charge. I advised them that it was in fact THEIR credit card that had the other {$1800.00} charge on it from XX/XX/XXXX, which was in fact paid for in full, and the associated receipt to prove it. They told me they did not see that originally and had made a mistake and will resubmit the dispute, which was on XXXX/XXXX/XXXX. I asked the associate if they even tried to help me and look for the charge and read the documentation I provided, and she said they were going to do so again now. Today I received a letter that my claim was denied a second time. After all of the evidence I have provided, the description of the service that was supposed to be rendered, the original charge paid for on their own credit card, and the dispute for only the " upgrade fee '' not for the original stay, for which I did stay and pay for, it is completely undeserving for Bank of America to deny this claim not once, but twice. I am shocked and appalled that I have given my business to a credit card company that did not do its due diligence the first time I submitted the claim to protect me as its customer, but failed to redeem themselves and do their due diligence the second time either. I am not responsible to pay for a service I DID NOT receive, and I am submitting this complaint because Bank of America is not conducting good sound business. Bank of America assured me when I opened this credit card that I would not be liable for unauthorized charges, and I am unsure why they insist on holding me liable for the unauthorized charge of {$450.00} on my card at this time. This matter needs to be addressed seriously and immediately.

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