Consumer complaint received 2025-02-01 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: NJ

Complaint narrative:
Navigating the world of credit card disputes can be an overwhelming experience, especially when dealing with a bank that seems more intent on putting up hurdles than providing solutions. Let me share my ongoing ordeal with Bank of America, a once reputable institution now leaving me in a constant state of disbelief and frustration. 

The story begins with a XXXX XXXX cruise that my family and I eagerly anticipated. Unfortunately, circumstances shifted when the merchant canceled our booking at the last minute, claiming the room we initially secured for {$5900.00} was unavailable. They promised a full refund for this canceled booking, assuring us it would arrive within 10 business days. This unfortunately led us to hastily book a different, less desirable room over the phone with another card.

As the days turned into weeks and eventually months, the anticipated refund never materialized. Five long months later, I found myself ensnared in a labyrinth of evasive communication and bureaucratic red tape with Bank of America, the bank supposedly safeguarding its customers from such issues. I initiated a dispute process with them, optimistically believing they would be my advocates. Yet, each step has revealed itself to be more arduous than the last.

From the outset, my interactions with Bank of America have been an exhausting game of back and forth. I meticulously compiled and submitted around 30 pieces of evidence as they requested, only to face incredulity and rejection time and again. Even when I presented exactly what they asked for, a week would pass and the call would come '' it can't work. '' One of the banks most perplexing contentions was rejecting my new booking confirmation showing all pertinent details including names and a full itinerary, claiming it wasnt sufficient proof I used a different card. This neglection led me to offer my bank statement showcasing the precise charge amount for the second booking. As expected, more dismissiveness followed ; they speculated that the charge reflected onboard services.

Dismayed yet resolute, I provided the complete onboard statement from my cruise and accompanying bank transactions, aiming to eliminate any discrepancies. Despite my painstaking efforts, I was met with silencea dispute seemingly closed without even a whisper of explanation.

Through this odyssey, Ive learned that navigating a refund dispute is a tedious task that requires patience and persistence. Yet companies like Bank of America must strive to refine their processes, ensuring they truly serve their customers ' best interests. It is my hope that sharing this experience will resonate with others and encourage better service industries to prioritize proficiency and empathy.

" Help '' is what I seeka beacon of hope guiding me toward resolving this entrenched issue. Until then, my journey with Bank of America serves as a cautionary tale and a call for change.

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