Consumer complaint received 03/29/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (ND).
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: Here I go again because this site lost all my information when I pushed next. 

On XX/XX/XXXX at about XXXX we checked into XXXX XXXX in XXXX XXXX XXXX, MN and after check in we went up to the room. Oh my when we opened the door the smoke smell was overwhelming. We had serval of us that noticed the smoke smell because some of our team mates were helping us carry our stuff. So we went down to the Asst Manager and told him the problem. He told us that they did not have anymore rooms and did we have plans for the night. We told him that we were going out to eat and he responded with can we try to get the smell out while you are gone and we will discount your room for the inconvenience? And he added that there might be a room on 4th floor by then if they could not get the smoke smell out. He said he sent an email discounting the room, I told him that it showed up as a reservations, he said yes that is how we do it. I said okay, I do not run a hotel so I thought that was fine and everything seems to be done online now a days. We came back and the room was better, but then later on that night the TV would not work and there had been serval people complaining about microwaves being out of fire code safe. It was not a good customer service by the staff. The Asst Manager was good when he was on, but when he left it went down hill and continued to do so at this hotel for the rest of the weekend. By the way they came up and fixed out TV at almost XXXX, that was after 3 times of calling them and it was XXXX hour wait. 

The I received my bill in XXXX and I was mad, they had charged me the full price instead of the discount price with the room being full of smoke smell. I called them XXXX different times and was promised that someone would call me back. Well that never happened, finally on the XXXX call I got the Asst Manager and he said I remember let me fix this for you. Only to find out that the owner made it so they could not fix it. He told me he would straighten it out and get back to me. That never happened, so I turned to my credit card. Bank of America ending in XXXX, wow what a hassle that turned in to be also. 

My call to Bank of America started off great, they said no problem lets dispute the amount they over charged. I am going to list all the dates I had to call and how many people I have had to talk to with no resolution. 
XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX   XX/XX/XXXX XXXX XX/XX/XXXX XXXX  XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX West Virginia XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Texas XXXX XXXX XX/XX/XXXX XXXX Utah XXXX XXXX XX/XX/XXXX XXXX Texas XXXX XXXX XXXX XX/XX/XXXX XXXX Texas XXXX XXXX XXXX am XX/XX/XXXX XXXX Tennessee XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX I kept being told that the disputes were being put in wrong and that I had all the proof I needed and it would be taken care of. Some also promised to have someone higher call me back that did not happen. Oh once it did, but never when I could be at my phone. THis last time XXXX promised me that someone would call me back in an hour and now it is XXXX days later with no call back at all. In the very beginning I sent them everything I had and they would send a letter stating I need to give them more information. So I would call them and they would tell me no we have all we need it has just been disputed wrong.

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 monetary relief