Consumer complaint received 2016-05-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX XXXX, I rented a car at XXXX ( XXXX ) in XXXX . I checked out the car with my Bank of America Spirit Airlines XXXX in which a {$350.00} hold was held and I was informed that the rental would cost me {$120.00}. We observed and noted the existing damages as is typical in the U.S. On return of the car on XXXX/XXXX/16, there was only one man present who checked the car in. He examined the car and noted the gas guage was full. He said everything was ok. I asked him could I use my XXXX debit/credit card connected to my checking account instead of the XXXX. He gave me a receipt for {$120.00} which I thought released the XXXX charge. I also signed a receipt which I agreed to pay with my checking account card. Unfortunately, after I got home I realized I had been billed twice. I immediately tried to contact the car company through email and by phone. This proved unsuccessful and I wrote Bank of America that I could not get a resolution through the XXXX. There appeared to be a language barrier and trying to call them cost {$1.00} per minute. I also filed an online request with the XXXX in the United States. Initially, the Bank of America reversed the charge. To my shock, I received a letter on XXXX/XXXX/16 stating that an investigation was conducted and that a customer service representative at XXXX for XXXX reported that I had agreed to pay for damage to the car. They sent a letter stating that they had explained to me when I returned the car that there was a small scratch on the car and that I actually used my debit card for {$120.00} to pay for this scratch. I immediately sent a rebuttal to the Bank of America. I asked the Bank of America to investigate because I did not sign a document stating that {$120.00} represented payment for a scratch. I asked them to investigate about the proper procedure that a company must follow to assert damage. I do n't have any reports or bill from a car repair company. I want to know who came to the conclusion that a scratch costs {$120.00}. If I owe XXXX anything, it is the difference between {$120.00} and {$120.00} which is XXXX cents. In the meantime, I have not been able to get a resolution through the XXXX company. I contacted Bank of America on XXXX/XXXX/16 and requested that the case is reopened on my email response and letter of rebuttal. I called them on XXXX/XXXX/16 and was advised that no one had begun the investigation. I then received a email dated XXXX/XXXX/16 stating that they re-examined my recent inquiry from XXXX and are unableto obtain credit of {$120.00}. I realize the car rental is {$120.00}. I authorized payment for the rental from my XXXX debit, not for the XXXX. How can a company allege damages after I have left the ticket counter? We did not review the check out paper to compare reported scratches and existing damage when I returned the car. The person cleared me after XXXX minutes. If I had not asked about using another form of payment, I would not be experiencing this problem. The ticket person prepared the receipt for {$120.00}. Bank of America has not conducted a more thorough review and is ignoring that I dispute the information which was sent to them. They state by giving my accounts I authorized the company to bill my account for the amount in question. I was advised by my credit union card that a rebuttal meant that the Bank would have to follow a more thorough process to get the facts such as getting information on the proper procedures to allege damage, that the Bank of America would have to request more specific documentation, etc. and I would have a right to request arbitration. I 'm being dismissed and the XXXX is being dishonest. They refuse to answer questions about their loss damage procedures. XXXX is not asking.

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 non-monetary relief