Consumer complaint received 2023-07-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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 filed two disputes with Bank of America about a purchase two separate purchases made with XXXX XXXX line. My husband and I took a cruise to Alaska in XXXX, however the original itinerary changed 3 separate times. We paid, in FULL, prior to our cruise. The original itinerary included stops at XXXX, Alaska ; XXXX, Alaska ; XXXX  XXXX XXXX ; XXXX, Alaska ; XXXX, XXXX XXXX and finally back to XXXX, Washington. XXXX notified us that we would not be stopping in XXXX because of the landslides. We also did not port in XXXX because the weather was bad and we couldn't get close enough. One port was replaced with a different location, XXXX XXXX XXXX. While I understand things happen, I did pay over {$3200.00} for this once in a lifetime time trip. Not to mention that we had planned on our engagement pictures being done in some of these places. 
The second dispute was with the spa on the cruise. On XXXX, I booked service that included a deep tissue massage as opposed to a regular XXXX massage. The lady refused to do a deep tissue massage and only wanted to do a XXXX. During this service she decided to XXXX XXXX XXXX which made me incredibly uncomfortable as I was on my XXXX  during that time. I would bring my XXXXXXXX XXXX XXXX XXXX XXXX XXXX  and she would move XXXX XXXX XXXX Totally unprofessional as I have been a XXXX XXXX XXXX for over 20 years and she could have XXXX XXXX XXXX XXXX XXXX XXXX XXXX The therapist admitted that she was not a licensed massage therapist. All of this could have been avoided if XXXX and the Spa would hire licensed therapist 's that have actual training in not crossing personal boundaries. 
The price was supposed to have been {$170.00} however the forced me to tip {$40.00} extra which I told the XXXX XXXX to remove all tips as we prefer to tip cash. They did not. I was instead charged {$220.00}. I did try to speak to the Spa Manager after the service, however no one was at the front desk when I checked out. I filed a dispute with Bank of America and sent them a letter explaining what happened. XXXX  and the Spa 's response was that I just because I didn't like the massage, I wanted my refund. Had I know I wasn't going to get a deep tissue massage, I wouldn't have even bothered booking the appointment. And I definitely would not have booked had I know the therapist was going to be unprofessional. XXXX passed off to the spa headquarters in Florida and I have yet to have been able to get ahold of anyone. 
I simply requested a partial refund since we were charged for services not rendered and charges that included port fees and taxes even though we did not port. I do have proof of my interactions with XXXX and can supply them upon request as well as the changed itinerary. 
I feel like Bank of America has no interest in pursuing this dispute as they will not be able to collect the interest from this charge. Any help would be greatly appreciated.

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