Consumer complaint received 2015-06-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card
Issue: Other fee

Complaint:
I called to activate my Cash Rewards ( chip ) card on XX/XX/XXXX and was assisted by XXXX ( I do n't recall if I asked his name, I learned of XXXX 's name from XXXX who I spoke with on XX/XX/XXXX ). I do n't remember why I mentioned to him I was going to XXXX and he offered to place a travel exclusion on my card. He also told me if I use the card in XXXX I will " not be charged foreign transaction fees. '' I thanked him for letting me know as I initially " planned on using my XXXX card but, now that you told me I wo n't get charged foreign transaction fees, I 'll use this card instead. '' He also told me if I needed to call while in XXXX, I can call toll free. To make a long story short, I used the card for all our expenses in XXXX. I noticed while in XXXX that I was getting charged foreign transaction fees however, I did n't give it any thought since I was told I was not going to be charged. I thought these fees needed to be charged then they will be credited back. I did n't call to verify since I did n't want to be charged for the phone call by my cellphone carrier nor by the resort where I 'm staying. When I got back from XXXX, I checked my account to make sure all charges were accurate and then called ( not sure of the date, XX/XX/XXXX or XX/XX/XXXX ) to inquire about the foreign transaction fees. I told my story ( about being told I was not going to be charged foreign transaction fees ) to the associate ( forgot to ask his name ). He told me my other card, the Travel Rewards card does not charge foreign transaction fees. I told him the Travel Rewards card was not discussed when I called to activate the Cash Rewards card. I asked to review the call. He proceeded to tell me the " foreign transaction fees charged only totaled to {$20.00} '' - it 's actually {$40.00}! He told me someone will call me back in 2-3 days. After not hearing from anyone, I called back on XX/XX/XXXX and spoke with XXXX. I told him I was following up on my dispute and, to my utter dismay, I was told there were no notes regarding the dispute nor the call I made. He apologized and informed me that he asked his Manager if he could refund the fees however, was told " no '' due to the lack of notes. He told me not to worry as he was placing notes as we speak. Again, I was told to expect a call back in 2-3 days which did not happen. I called today, XX/XX/XXXX and spoke with XXXX different associates ( every time I was " transferred '' I was told I needed to speak with someone in Disputes but I always ended up speaking with another Card Customer Service Rep ). All XXXX associates told me there were no notes on my account about my previous calls!!! Unbelievable and very frustrating!!! XXXX, the last associate I spoke with today told me he 's not able to refund the foreign transaction fees. He said I must have misunderstood since my XXXX Rewards card does not charge foreign transaction fees. I told him that when I was activating my card, the Travel Rewards card was not discussed. He then told me I should have known from the terms and conditions of the card, I said I understand however, I did n't think about that and after being told I was not going to be charged. I believed what I was told and feel I was deceived so I 'd use my card. I asked for the name of the associate who activated my card/placed a travel exclusion on my card, he responded that my card could not have been recently activated ( " must be three years ago '' ). I had to explain I was mailed the Chip card thus the activation. I asked for the call to be reviewed, he said he said he 's not able to review the call nor does he know who 's able to review the call. He further stated that he already sent a feedback regarding my experience. I asked if all calls are recorded and he said " yes '' so I asked for call review.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief