Consumer complaint received 2021-05-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
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:
On Staurday XX/XX/XXXX I checked out of the XXXX XXXX in Virginia, during my checkout the hotel computer had a mishap and charged my credit cards on file with approximately 6 different charges of varying amounts from {$920.00}, {$740.00}, {$350.00}, {$660.00}, {$350.00}, {$250.00} etc ... not just my Bank of America XXXX. It also charged my XXXX XXXX, XXXX, and 2 of my XXXX XXXX CC 's. I am filing this complaint because Bank of America CC group is the only one still holding my card accountable eventhough the hotel immediately released all charges/holds. And I have been told a varying amount of lies by BOA employees and management within the CC support group from New York to Texas. I will provide names as they have given. 
On Saturday afternoon I contacted the hotel first, as I was traveling and did not know of this until over 8hrs after the computer problem. 
And was passed around within BOA CC support team until I hung up from exhaustion, but I was assured the matter would be cleared up within 24-48hours as the hotel had already released all of the holds without charging to any of my credit cards. And I was able to see each return from the hotel as a pending credit. Therfore all BOA had to do was to process the releases. Instead and order was issued to find out how much I paid for my room/stay which was irrelevant as I had paid my bill fully by other means than BOA CC, the holds were mire than the credit limit of my BOA CC therefore I used another CC, BOA CC employee, a manager named XXXX tried her best to gather his I paid for my room as if it was my fault or as if I had not paid for my room. Hotel management tried to fax over all relevant information regarding the mishap to BOA CC group on Sat XX/XX/XXXX but no one would provide me with the fax number, because they said the holds would process normally within 24-48 hours. NOW there is a manager whom I spoke to on XX/XX/XXXX afternoon who is now saying the pending credit of {$740.00} will take 5-7 business days. BOA is operating as if they have no process established for incidents such as this and as if they have a vendetta against me for filing a complaint against there customer support team. It feels like retaliation fir the complaint and bad survey I provided, if they want a good survey then they should have done their job. Because now the hold for {$740.00} has been charged to my CC eventhough thd credit was sitting there waiting to be processed, which had been there all along every since Saturday XX/XX/XXXX ( day of the incident ). There is definitely someone who made the decision to retaliate against me because they also held a intrnal cash transfer I had made on the afternoon of XX/XX/XXXX of {$90.00}. fir 48hrs along with the {$740.00} hold release, a support team member refused to tell me with whom I had spoken with on sat XX/XX/XXXX saying it is against company policy eventhough they identified themselves when they took my call,, which makes no sense,, another example of hiding and crating a wall of deceit.

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