Consumer complaint received 2018-11-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 would like to receive {$150.00} refund from XXXX XXXX XXXX XXXX XXXX. 
Bank of America Dispute Department Representative filed claim with incorrect reason ( {$150.00} charge, for charging card without providing service instead of Suspicious or Fraudulent charge ). Now, BOA argued that they could not open new or reopen old claim for the same charge amount, even so reason for claim is Refundable Security Deposit of {$150.00} was not refunded as per company policy. 
Bank of America made mistake and want cardholder to pay for it. 

On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX company charged {$140.00} on my credit card Visa XXXX from Bank of America for car rental during vacation on XX/XX/XXXX XX/XX/XXXX. 
Base on rental policy : 1. Upon receipt of billing information, the appropriate deposit amount ( s ) will be charged to the credit card or debit card provided.

2. SECURITY DEPOSIT - Normally from {$100.00} to {$350.00} depending on the vehicle. This deposit is normally collected within 24 to 48hrs of picking up the vehicle and is refundable.

3. Incidentals Deposit - An Incidentals Deposit is required on all vehicles and is automatically calculated at the estimated amount of the rental plus an additional ( 1 Hundred to 3 Hundred and 50 dollars ) depending on the vehicle and vehicle pickup location. This deposit is normally collected within 1 to 30 WORKING DAYS of picking up the vehicle and is refundable. 
XXXX. All Pre Paid Rentals are Non Refundable.

5. Signature is not required to complete a reservation 6. Giving verbal, written, or online reservation information with credit card or debit card information acknowledges renter agrees that any and all charges placed on their credit card are legitimate and authorized charges for the rental transaction they are completing, and hereby agree to not dispute these charges. 

On XX/XX/XXXX I received email from XXXX with {$150.00} Security Deposit charge on the same card. It state this is refundable deposit which will be refunded 5-15 working days after car returned. 
If you have any questions, visit our support site at http : //www.rentacaroftexas.com, contact us at XXXX, or call at XXXX XXXX. 

I called there and company representative told that he just provide cars to renters and name of company XXXX XXXX XXXX. He see my reservation, but has nothing to do with charges. 
So, I sent email to XXXX. No reply at all. 

On XX/XX/XXXX Ive got credit card bill with {$150.00} charge from XX/XX/XXXX. 

I called Bank of America and told them about Suspicious or Fraudulent charge. Credit card representative from Dispute Department after looking on term and condition determined that rental could make charge of an refundable Incidentals Deposit, but after XX/XX/XXXX, NOT before ( 30 working days and even so, they work every day ) or SECURITY DEPOSIT - Normally from {$100.00} to {$350.00} depending on the vehicle. This deposit is normally collected within 24 to 48hrs of picking up the vehicle and is refundable.

Since none of deposit meet term and condition, she recommended to file dispute ( Case # XXXX ). 
On XX/XX/XXXX I received letter from Bank of America about my claim denial and reinstatement of {$150.00}.

The reason for denial is : Credit Card Company can not intervene in merchants contract.

They recommended dealing with merchant on my own, because XXXX provided information that deposit could be charged best on policy. 
I contacted Rental company on XX/XX/XXXX, but got the same reply as before : nobody dealing with credit card charges and nobody replied to e-mail. 

I paid {$150.00} to credit card, but 2 month after car was retured and one month after money were released to car rental company, I got no Refund.

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