Consumer complaint received 2022-06-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
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:
I previously filed a complaint with your agency, Complaint # XXXX ( XXXX ). When I filed this complaint ( below ), apparently I did not make it clear that my complaint was against Bank of America ( BOA ). Bank of America is the company that I am complaining against to your agency. I phoned a short time ago ( XXXX @ XXXX PM ) and spoke with tech # XXXX. I explained the complaint and made it clear that my complaint was with Bank of America- specifically that they failed to suspend charges during a dispute process and that they failed to properly investigate a dispute, wrongfully closing the dispute. XXXX XXXX advised that she could take no action to amend/institute a complaint, but that I would have to re-submit my complaint ( unbelievably frustrating to speak with a purported employee of your agency that has no authority to amend/address/take a complaint, but refers the caller to the website to submit a complaint!? ). Again, my complaint with BOA is that they failed to set aside the disputed charge and failed to properly investigate the complaint. They closed the complaint, citing We didnt receive documentation stating what you were supposed to receive and how it was different from what you received. I contacted BOA, clarified the reality that this was the point- XXXX failed to provide the itemized charges, making it impossible to determine what they were for, where, and/or what!? BOA re-opened the dispute and re-closed it days later. BOA admitted that XXXX failed to respond to BOAs inquiry to XXXX. 


Initial complaint narrative ( filed XXXX, Complaint # XXXX ). I stayed at the XXXX XXXX XXXX XXXX from XX/XX/XXXX through the XXXX - Confirmation # : XXXX. The hotel stay ( room ) was pre-paid prior to arrival. When I checked out, I was told that my room charges would be emailed to me. I was ultimately charged {$480.00} on XXXX ( Bank of America visa ). Since checking out, I have attempted to phone XXXX Billing multiple times, ( XXXX ) XXXX. Each time that I call, I am given a wait time of 2 1/2 to 3 hours or more. If you call the XXXX booking lines, they transfer you to billing. I emailed their billing department ( XXXX ) on XXXX, asking for the room charges - I received their automated response, but nothing further. I waited several weeks, as advised by Bank of America ( called them regarding disputing the charges ) and ultimately filed a dispute : Claim date : XX/XX/2022, Claim number : XXXX Bank of America has closed my complaint, with the following language : - We didn't receive documentation stating what you were supposed to receive and how it was different from what you received.. As I advised them many times, that is the problem - XXXX never provided me with the itemized room charges. There is no way for me to validate the charges as I dont have any itemized room charge receipt. Bank of America acknowledged that they never received a response from their inquiry to XXXX ( has been over a month ). So, Bank of America is advising me that I should pay the charges without myself or them receiving any statement of charges from XXXX!? As I told the BOA rep, I know that I had charges during my stay- but it is reasonable and expected to see an itemized list of said charges before just blindly paying just under {$500.00}.

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