Consumer complaint received 2026-05-20 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:
On XX/XX/XXXX I pre-paid for a XXXX XXXX rental for XXXX XXXX for the dates of XX/XX/XXXX to XX/XX/XXXX using my XXXX XXXX XXXX credit card. The amount of {$3200.00} was charged to my card. I received confirmation of my reservation from XXXX. On XX/XX/XXXX I was notified that XXXX was integrating with the XXXX XXXX XXXX. On XX/XX/XXXX I received an email from XXXX stating that XXXX licensing agreement with XXXX is no longer in effect and my reservation will no longer be honored. I immediately tried to reach out to XXXX but there was no longer way to contact them. They did not refund or address how to get our money back. On XX/XX/XXXX I spoke with XXXX and was told that my reservation was in their system so they could cancel it on their end and I would be issued a refund. This did not occur. After many back and forths with XXXX and trying to give them a chance to do the right thing, I was finally on XX/XX/XXXX I received a personal email from a case resolution XXXX stating that they will not refund me previous conversations but that they are working with credit card companies to get guests refunded. At this time I was advised to initiate a dispute with my credit card company and request a refund. Which I had already done on XX/XX/XXXX because of the run around I was getting and on the advice of others in the same position. On XX/XX/XXXX I submitted dispute over the phone. I was immediately provisionally credited the money while they worked to resolve the dispute. In XXXX I received a letter dated XX/XX/XXXX that my claim was denied due to being outside the XXXX days to notify them of an error. And my account was debited the provisional money. I immediately called them to inform them that this was not a correct reason and does not apply to my situation. They said they would add my notes and reopen the claim. On XX/XX/XXXX I was sent another letter starting my claim was once again denied. On XX/XX/XXXX after receiving upsetting letter, I called back and spoke with XXXX who assured me my claim was still open and being researched. Another denial letter was issued on XX/XX/XXXX. Then on XX/XX/XXXX @ XXXX I spoke with XXXX XXXX a supervisor at BofA XXXX He discovered degree all of this time that the reason the blasen kept getting denied was because the initial person who input the information for the dispute made an error and put in the year XXXX for the dates of stay. So it looked like a different issue. It took all of this time and numerous contacts for someone to double check everything and notice the error. He said he could fix the error and resubmit it as a new claim and that this should resolve the issue. In the mean time XXXX filed chapter XXXX bankruptcy and XXXX washed their hands of all of it and are abdicating all responsibility. As it stands today, my claim is still open, the only information I can get is that they are trying to collect from the vendor, which is never going to happen. There is no money for them to collect and there never will be. Had they not made the error initially and listened to me every time I called and been more proactive, they may have been able to collect the money from XXXX. But now I am being penalized for their mistake. This is unacceptable and from what I understand illegal per the Fair Credit Billing Act of XXXX. It also incredibly frustrating that there has been XXXX updates or communications from BofA regarding this matter since opening the correct claim more than XXXX months ago. They are clearly just trying to sit on this until I give up and forget about getting my money back.

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