Consumer complaint received 2024-05-04 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: CA

Complaint narrative:
On XX/XX/year>, I paid an additional {$99.00} for luggage at the airport due to a misjudgment by a XXXX XXXX staff. The specific situation is that when I was preparing to board the plane, I did not put my computer bag in the backpack that I carried with me, which met the free carrying size, causing the staff to think that I brought two bags and was asked to pay at the nearby counter. This computer bag is a very thin bag that wraps around the computer ( which can be seen as a backpack compartment ). Originally, it was placed in the backpack. So in fact, I only carried one piece of luggage, which is my backpack. At that time, I mistakenly thought I couldn't carry any backpacks, and I was in a hurry to board the plane, so I paid for it. But later I found out that the backpack I carried met the free luggage standard. I don't understand if that staff member forced me to pay the fee without careful examination out of discrimination. Overall, this luggage fee was misjudged, so I request a refund. 

On XX/XX/year>, I contacted customer service on the official website of XXXX XXXX, and they agreed to help me solve the problem and create a request number for me. That evening, I received an automatic reply email requesting me to provide the email address used for ticket purchase, and I informed him of the information he needed. But since then, I have not received any reply from XXXX. Even if I proactively sent them an email to inquire about the progress, I did not receive a reply. On XX/XX/XXXX, I contacted the customer service on the official website again, and the customer service asked me to wait for 30 days. If there is no reply, I can contact the customer service again. 

Around XX/XX/year>, I contacted the customer service on the official website again, and the customer service said he/she would arrange an expert to solve my problem and let me wait for emails. On XX/XX/XXXX, they created another new request number for me and sent me an email asking for the email address I used to purchase tickets again, and I replied to him like before. Since then, I haven't received any response. 

My communication with XXXX XXXX ' official website customer service has been very difficult. They respond slowly and pretend to solve problems for customers, but in reality, they only create useless request numbers for customers. Their mechanism for handling requests is also useless, and there was no one to investigate and solve my problem from beginning to end, wasting a lot of my time and energy. 

On XX/XX/year>, I disputed this transaction to the BofA Bank. The bank first issued credit, but on XX/XX/XXXX, the bank deducted this {$99.00} without any explanation. And I can't find any way to inquire about the reason for my claim failure. When I find it difficult to claim compensation from merchants, the bank 's approach is irresponsible.

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