Consumer complaint received 2021-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: 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 made 2 cruise purchases in XXXX using my Bank of America XXXX XXXX credit card. 

Purchases : XX/XX/XXXX - {$2000.00} XX/XX/XXXX - {$890.00} Once the pandemic started and cruises were not allowed, I requested a refund from the cruise line, they resisted but finally issues some credits for what I had paid which occurred in small amounts over a period of several months, and are as follows.. 

Credits to my BOA card from XXXX XXXX : XX/XX/XXXX {$300.00} XX/XX/XXXX {$250.00} XX/XX/XXXX {$230.00} XX/XX/XXXX {$250.00} XX/XX/XXXX {$56.00} XX/XX/XXXX {$100.00} I then disputed the remaining balance with Bank of America ( {$1600.00} ) since we were never able to take the cruise. I found out later that Bank of America mistakenly only disputed the remaining balance from the " initial '' charge of {$2000.00} on XX/XX/XXXX and as a result I only got a credit from BOA of {$800.00} ( {$2000.00} minus the merchant credits above ) on XX/XX/XXXX. That left a remaining balance on my card of {$890.00} XXXX the charge from XX/XX/XXXX ) which I then promptly disputed - XXXX # XXXX per BOA. I received a credit from BOA for the {$890.00} amount on XX/XX/XXXX leaving me with a final balance of {$0.00} dollars and thought the matter was resolved. 

On XX/XX/XXXX however BOA re-charged me the {$890.00} amount stating that the merchant claimed that had already credited my card back for that amount ( which they had not as you can see from the credits above ). On XX/XX/XXXX, I contacted the BOA Representments Dept. in XXXX, TN and spoke with XXXX. She was very helpful and reviewed all of the debits and credits with me and confirmed/stated that the {$890.00} amount should NOT have been re-charged back to me. She apologized for the issue and said she would resubmit the dispute and that I would not be responsible for min. payments. Since that time, I've spoken with BOA reps several times and have received conflicting information regarding the dispute process. For a few months after speaking with XXXX, the amount still showed on my account but it did not indicate I was responsible for making a min. payment, however, starting in XXXX XXXX that changed and the system now shows I am responsible for min. payments while they continue to investigate. I've spoken with the BOA Arizona office twice since that time and have been told that I am indeed responsible for making the min. payments on this amount and that there is no ETA on when it could be resolved but that most are handled in approximately 6 months. While I realize the pandemic in XXXX has greatly exacerbated issues like mine, as a customer, I am beyond frustrated that BOA is taking so long to resolve my claim and even more so that I'm now having to make minimum payments on an amount that I should not have been re-charged. Any assistance you can give me is GREATLY appreciated. Thank you.

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