Consumer complaint received 2022-07-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Since XX/XX/XXXX, I have been getting an error XXXX upon completing purchases within the Bank of America travel website ( www.bankofamerica.com/travel. I tried several times to purchase an airline ticket on the travel website and received " We're sorry, but we encountered an unexpected error processing your order - error code XXXX '' when I click to complete my purchase. Even though the charge do go thru it will appear as pending on the site, but reverses almost immediately. I have called the travel center for them to make the purchase for me and the agent received the same error. The first time this happened, I was to wait 24hr and try again and if I get the same error, I should call the travel card department for them to look into it farther. The next day I tried to make the airline purchase and got the same error and called the travel card department the just transferred me to the fraud department which in turn informed me that there was no hold on my account and that the charge should go thru because I have more than enough credit available. Then I am told that this is a card service issue and transferred back to card services. Upon speaking to the card service department the 3rd time, they told me it was a travel card issue and transferred me to them since it was dealing with making travel issues. As you can see, I am getting the run around and passed around between to card services, travel center and fraud department with no results! Upon my 4th call to BOA card services the rep to me she would send an urgent email to have it looked into and someone would be calling me back - I never received the call back. I received a survey pertaining to feedback with the agent and I filled it out. At that time a week later a XXXX XXXX ( sp ) called me and left me a message requesting me to call her back at XXXX. I called her back twice and left messages and she has not called me back. In the meantime, airline tickets went up {$40.00} so I just bought my ticket directly through the airline website without an issue. Thinking it may have something to do with my card on BOA site, I requested a new card. On XX/XX/XXXX after receiving my new card, I tried to reserve a hotel room and received the same XXXX error. I called the travel department and the representative could not figure out why I keep getting the error and transferred me to tech support which I had to request a call back, after receiving a call back and speaking to the travel card dept. at the time, I was able to conference them both on the call and the tech support agent XXXX asked me to try reserving the room again while she was on the call, which I did and got the same error again. It was the that the travel card representative put in ticket # XXXX for someone to see what this is happening. She proceeded to tell me that she don't know when they will call because they are extremely busy and suggested that I reserve my room on the hotel website- which is {$100.00} more than what it would cost me to reserve it on the BOA travel center site. I informed the representative that is unacceptable and that I would be filing a complaint. What is the use of having a travel card if I can't use it on the travel center website and get benefits that BOA promise to provide! I am TOTALLY EXHAUSTED and FRUSTRATED with the runaround and no results!!! 
How can your complaint be satisfactorily addressed? 
I want to stop getting this error and be able to utilize the Bank of America travel card website when I want to purchase airline tickets and reserve hotel as they promote as a benefit.

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