Consumer complaint received 2025-06-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
Events : 1. I make a hotel reservation on XXXX XXXX XXXX for XXXX {$2.00} the web site freezes for a few minutes so I refresh 3. the page forgot all information so I re-enter my reservation 4. XXXX minutes later I receive 2 emails for 2 reservations instead of 1 5. I check my bank and see two card transactions for XXXX each 6. waiting for XXXX support on their website chat box 7. their chat box resets 8. again with XXXX on their website chat box, it takes a long time so in the meantime I call XXXX XXXX they initially refuses to reimburse citing XXXX ( no refund unless you pay extra ) XXXX after explaining their website technical glitches, XXXX agrees but needs me to file a form for refund XXXX the form asks for my name and reservation number, when I press next it says that it can not proceed citing the same TOS XXXX again on the phone with XXXX to tell them of this catch XXXX situation, they finally agrees to cancel and refund and " not to worry '' XXXX. I get a warning from BofA about an extra transaction for XXXX XXXX cancel my credit card. 
XXXX. I am in New York in the XX/XX/year> and the hotel still has XXXX reservations in my name XXXX. I get on the phone with XXXX who tells me a new rules : they can only give me a refund if the hotel cancels on its side XXXX. I give my phone XXXX so they can talk directly to XXXX. 
XXXX. XXXX needs the XXXX XXXX # from XXXX to look up and cancel. 
XXXX. XXXX gives XXXX XXXX both XXXX reservation id and I chose the one to cancel : the earliest which was caused by the website glitch. 
XXXX. XXXX hotel cancels and tells XXXX which one is cancelled XXXX. now that the condition is fulfilled, XXXX agrees to issue me a refund. 
XXXX. A few minutes later, XXXX calls me back, they added a new condition to the refund : they need NobleDen to send XXXX an email confirming the cancellation XXXX. XXXX refuses citing unusual process and that it is the backend provider ( XXXX ) handles all that XXXX. After me pleading with XXXX, they finally agree but want XXXX to send XXXX an email to secure the chain of communication. 
XXXX. XXXX sends XXXX an email, XXXX never receives it XXXX. So I tell XXXX to send that email to me and I'll forward it to XXXX XXXX. I look at the email and IT WAS THE EXACT SAME EMAIL WITH THE SAME FORM THAT THEY SENT ME A FEW DAYS EARLIER! 
XXXX. I am on the phone with XXXX, furious and they explain that it is their procedure XXXX. I forward it to XXXX XXXX. XXXX refuse to file the form because the form asks for the name and info of the person who made the reservation which is not them but me XXXX. XXXX front desk tells me that clearly, XXXX is gaslighting me and that I should stop talking to them and make a claim with my bank. 
XXXX. XXXX calls me again, nothing that they say makes sense and they use reverse logic on multiple occasions which is a clear indication of gaslighting, confirming XXXX warning to me. 
XXXX. I tell LSDS that I spent XXXX hours on this and need to go on with my day and that they are clearly using bureaucracy and procedure and reverse logic to wear me down, so the simplest way to handle this matter is to involve my bank and make a claim XXXX. I make a claim with BofA on XX/XX/year> XXXX on XX/XX/year> the hotel sends me details of which reservation was used and which was cancelled. 
XXXX. I try to add this document to the claim but BofA app doesn't allow to do that. 
XXXX on XX/XX/year>, BofA denies my claim 35. XXXX has since then taken down the form details : XXXX is an XXXX using XXXX as XXXX. 
reservation is made on XX/XX/year>, receive XXXX reservation and XXXX charges. 
Time spent with XXXX, front desk and bank : XXXX hours Reservation canceled and refunded by the hotel : EXP # XXXX. 
Bofa Claim # XXXX No mechanism to add document to a claim A month and a half later, on XX/XX/year>, BofA denies my claim. 
I have been a BofA client for over XXXX  years. 
BofA agent says she can not do anything. 

Form sent by XXXX to me and the hotel : XXXX XXXX XXXX XXXX has since then taken it down, see the " form not found '' screen grab.

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