Consumer complaint received 2026-04-24 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:
I am filing this complaint against Bank of America regarding claim number XXXX, filed on my credit card account ending in XXXX. I disputed a {$220.00} charge from XXXX ( booking # XXXX ) on the grounds that the merchant 's chatbot made misleading representations during my cancellation. When I asked the agent directly " can you verify that there is no fee, I will get a full refund? '' the agent did not answer the question and instead proceeded to identity verification. Following the cancellation, the agent stated that " any charges made on your booking will be automatically reversed, '' which I reasonably understood to mean a full reversal of all charges. Bank of America denied my claim on XX/XX/year>, citing that " the merchandise or service wasn't canceled, returned or eligible for a refund according to the merchant 's policy. '' Beyond the denial itself, I am filing this complaint because Bank of America created significant process barriers that prevented me from effectively participating in my own dispute resolution : 1. INADEQUATE EVIDENCE REVIEW : Bank of America accepted XXXX 's chargeback response without adequately weighing the chatbot transcript I submitted, which clearly shows the merchant 's agent evaded my direct question about fees and used language suggesting a full reversal of charges. No explanation was provided for how my evidence was weighed. 2. GENERIC DENIAL WITH NO TRANSPARENCY : The denial letter offered almost no specific reasons on how the decision was reached, making it impossible to understand or meaningfully challenge the outcome. " Under DOT consumer protection guidelines, passengers are entitled to cancel airline reservations within 24 hours of purchase without penalty. XXXX 's practice of recharacterizing this cancellation as a 'modification fee ' in order to impose a $ XXXX fee appears designed to circumvent this consumer protection. Bank of America 's denial failed to account for this context. '' 3. WRONG EMAIL ADDRESS PROVIDED BY STAFF : When I first called to submit supporting documents, a Bank of America phone representative directed me to send my evidence to XXXX. This email address is not deliverable messages sent to it bounce back undelivered. I do not know whether my evidence was ever received or reviewed as a result. 4. INACCESSIBLE CUSTOMER SERVICE PHONE LINE : The claims support number provided in the denial letter ( XXXX ) has excessively long wait times, and the automated phone system frequently reroutes callers back to the main menu without connecting them to a representative. This makes it practically very difficult for customers to follow up on claims. 5. UNREASONABLE EVIDENCE SUBMISSION POLICY : When I called to request a claim reopening, I was informed that Bank of America only accepts additional evidence via physical letter or fax email is not accepted. In 2026, requiring customers to use fax or postal mail as the sole means of submitting dispute evidence is an unreasonable burden that disadvantages consumers and delays resolution. Needless to say, they take 45 days to process the claim dispute. Taken together, these issues an invalid email address provided by staff, inaccessible phone support, fax-only evidence submission, and a denial letter with no meaningful explanation reflect a systemic lack of transparency and fairness in Bank of America 's dispute resolution process. I am requesting that the CFPB require Bank of America to : ( 1 ) re-examine this claim in good faith with full consideration of the chatbot transcript evidence ; ( 2 ) provide a detailed written explanation of how all submitted evidence was evaluated ; ( 3 ) confirm whether the evidence I submitted to the invalid email address was received and reviewed ; and ( 4 ) review its evidence submission policies for accessibility and fairness. Amount in dispute : {$220.00} Claim number : XXXX Account ending : XXXX Date of denial : XX/XX/year> XXXX

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