Consumer complaint received 2025-10-08 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> a {$10000.00} charge from XXXX posted to my Bank of America credit card. 

This charge arose after we called a phone number we believed was XXXX XXXX customer service found via a XXXX search. 

The representative stated she was booking on behalf of XXXX, said we had to purchase new tickets on XXXX XXXX XXXX for {$10000.00} to guarantee our seats, and were promised a refund in XXXX business days due to different carrier rules. 

She emailed a confirmation/refund notice from the XXXX but used XXXX Logos/images to make the email look legitimate, as if she was really working for XXXX. 

No refund ever arrived. The company is now unreachable : the phone number plays a message that it is not set up to accept calls, and emails to XXXX bounce. 

This appears to be an airline-imposter/third-party booking scam using deceptive branding. 

We disputed with Bank of America ; the charge was initially removed but later re-billed after the merchant produced a signed authorization. 

Any signature was obtained through misrepresentation ; the promised rebooking/refund was not delivered as agreed, and the merchant is non-responsive. 

Bank of America tells us to work with the merchant, because in the fake XXXX XXXX email confirmation, they put a no cancellation policy in the footer. 

However, the merchant does not exist in practice ( no reachable phone, emails bounce ). We are seeking CFPB assistance to ensure Bank of America treats this as a billing error for services not delivered as agreed and/or obtained by deception and issues a chargeback/credit. 

Note : at XXXX point, before taking their phone number down, this fraudulent merchant also demanded we permit a second $ XXXX charge to activate a refund, which we declined to do, as this is a clear scam attempt to further our losses. 

Key facts & evidence being uploaded : XXXX. Timeline of events with dates/times and call notes. 

Filename : XXXX - Airline XXXX XXXX History Of Events.pdf XXXX. Screenshots of XXXX website. 

Filename : XXXX - XXXX.com Website With Phone Number No Longer Working.png XXXX. Screenshot of bounced emails to air-reservations.com. 

Filename : XXXX. XXXX Email Bouncing.png XXXX. Screenshot fake refund email from a fraudulent XXXX XXXX Agent from XXXX ( this includes a fake Refund Reference Number ) - and fraudulently used XXXX XXXX to fool us into thinking we were really dealing with XXXX XXXX.. 

Filename : XXXX. XXXX XXXX XXXX Refund Confirmation Sent From air-reservations.com.pdf XXXX. The fraudulent document claiming our credit card was charged with a signature by XXXX authorizing the charge- and a text block saying there are no changes/cancellation. This was provided by the fraudulent merchant to Bank of America. This is us approving the charge to guarantee our seats and was to be refunded per the refund email we received. ( See Filename : XXXX. XXXX XXXX XXXX Refund Confirmation Sent From XXXX.pdf ) Filename : XXXX. Document From Fraudulent Merchant Showing Authorization Of Fraudulent Charge.pdf XXXX. XXXX XXXX XXXX re-booking email. ( We were simply trying to call XXXX XXXX to see if there was an earlier flight- and we were duped by misrepresentation from a sponsored listing claiming to be XXXX XXXX. Instead, the number took us directly to a fraudulent merchant who misrepresented themselves as XXXX XXXX, claiming we needed to pay a refundable {$10000.00} to guarantee the seats. 

Filename : XXXX. XXXX XXXX Email Initially Re-Booking Our Flight.png XXXX. Screenshot showing " air-reservations.com '' ( the domain name of the sender of the fraudulent email ) does not exist. 

Filename : XXXX air-reservations.com Website Does Not XXXX XXXX. Prior dispute correspondence and case number ( XXXX ) with Bank of America XXXX : BofA Dispute XXXX, BofA Dispute XXXX, BofA Dispute 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 monetary relief