Consumer complaint received 2024-02-02 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:
XX/XX/XXXX Re : Bank of America Dispute ( XX/XX/XXXX ) Account Number : XXXX ( XXXX XXXX by XXXX XXXX  Account ) For months, I have been dealing with a credit dispute with Bank of America. Their negligence in handling my case offered no fair resolution stating, We understand that you werent satisfied with the outcome of the service the merchant provided, but they have the right to receive payment for any services that were rendered. What are my rights as a consumer under the XXXX guidelines for not receiving the services that was promised and resulting in a medical condition? 
Did Bank of America even contact XXXX XXXX XXXX on behalf? 

According to Bank of America response, Based on the information above, there has been no error in the handling of your account. 

From the beginning, this dispute was mishandled professionally until the end. There was nominal communication from Bank of America even after I made my compliant with the Consumer Financial Protection Bureau. The dispute was about quality of service I received during my stay at XXXX XXXX XXXX. 

XX/XX/XXXX I received a call from XXXX a representative from the BANK OF AMERICA executive office stating that they were working on the dispute. She gave me her office number XXXX. I explained my frustrations of agents dropping the ball. I never received a provisional credit upon the submission of my dispute. She responded any fees incurred we will be returned to you. It was the last time I had spoken to her until XX/XX/XXXX. 

XX/XX/XXXX I called XXXX no answer. 
XX/XX/XXXX I called XXXX no answer. 
XX/XX/XXXX I called XXXX and left a message to return my call to update me on the dispute. 
XX/XX/XXXX I called XXXX and was finally able to get her on the phone after many attempts. She informed me that Bank of American denied my dispute because I did not leave the resort. In addition, she stated, The lack of Wi-Fi and the bed bug situation was outside of the XXXX guidelines to dispute the quality of goods or services. 

According to XXXX XXXX Bank of America, recommendation was I should have left the resort. I was out of the country. My reservation was made a year in advance for this wedding. Who leaves a resort out of the country? Bank of America stated in their response Consumers should inquire about the merchants written refund or cancellation policy before making a purchase to ensure that the merchant will offer the flexibility he or she needs to dispute the quality of goods or services insinuating I am to blame for not inquiring about refund policies. 

From the beginning, Bank of America representative. Upon my initial call to Bank of America on XX/XX/XXXX, I made it clear to the representative that I was disputing the {$1500.00} that was not refunded. I explained I initially reserved two rooms and I canceled on which is why XXXX XXXX refunded {$1500.00}. However, even after explaining the two transactions after their research they denied the claim because of the merchant issued me a credit for the canceled room but the canceled room was in dispute. This was an error on behalf of Bank of America. Please note I never received any documentation or communication from Bank of America that the claim was denied. I never received Bank of America denial letter dated on XX/XX/XXXX. If there was in fact, an actual denial letter created why did Bank of America make their final decision on the Consumer Financial Protection Bureaus website. Ironically, their final decision posted on XX/XX/XXXX, the day I finally was able to get XXXX on the phone. I called XXXX multiple times after the dated letter ( this is the first time I am seeing this letter ) and left a message with no return calls which she apologized for her lack of communication. I had to call XXXX on XX/XX/XXXX to learn my claim was denied. How was my claim was conducted without error? 

The information enclosed by Bank of America is incorrect. I called back on XX/XX/XXXX not XX/XX/XXXX as mentioned in Bank of Americas response to check the status of the claim was informed it was denied and the reconsideration was submitted. 

This is unfair. I utilize my card at this resort and they did not deliver on their services as promise. My credit for the canceled room was never relevant to my dispute and Bank of America continued to make it related. I lack communication while there and additionally suffered a medical issue after returning home. I will not believe my claim does not fall under XXXX dispute guidelines of quality of services delivered. According to Bank of America response, they closed this dispute on XX/XX/XXXX and it was opened two more times for reconsideration due to the credit that was issued for a canceled room which was not relevant to the dispute. This is been going on since XX/XX/XXXX. 

Bank of America customer service agents and the executive level staff have proven they are an incompetent institution to serve my personal and my business financial needs. Bank of America leave me no option to but to seek legal services to address this matter and close my personal and business accounts. 

XX/XX/XXXX Re : Bank of America Dispute ( XX/XX/XXXX ) Account Number : XXXX ( XXXX XXXX by XXXX XXXX Account ) To Whom It May Concern : I am writing to convey my concerns for the lack of service I have endured regarding a transaction dispute that was submitted last month. I was XXXX XXXX XXXX XXXX  for wedding in XXXX from XX/XX/XXXX, XXXX which payment was due a month before arrival. Originally, I had booked two rooms. I was taking an assistant with me but they could no longer accommodate so I canceled the room on XX/XX/XXXX, which left me one room that I was occupying. I received a refund for the cancelled room on XX/XX/XXXX. 

I arrived at the resort on XX/XX/XXXX a day before the scheduled wedding without the physical card due to me paying prior to my arrival. My Wi-Fi in my room was unsteady upon my arrival. The Wi-Fi controlled the camera equipment, TV, my cell phone, and the in-room phone. I called the front desk several times and complained. The next day I was unable to use my camera fully due to the lack of Wi-Fi. 
On XX/XX/XXXX, several calls were made to the front desk with no resolution. 
On XX/XX/XXXX, we could not call because the Wi-Fi controlled the in-room phone. I was not even able to call for room service for food. 

Upon leaving the resort on XX/XX/XXXX, I called the front desk and asked for a manager to be available upon my check-out. Magically, a technician arrived to my room to identify the problem. He removed the TV from the wall and went into the closet and I heard him say, XXXX XXXX I asked what the problem was and he responded, Its a faulty switch you would have never got the proper Wi-Fi. 

I went to check out and XXXX came to assist and informed me that he was manager in training. I expressed to him my frustrations of the Wi-Fi being corrected upon my discharge but corrected for the one checking in was unfair. He left and came back and offered me to waive my ground transportation fee of {$70.00}. I refused to take that offer. He came back with another offer of refunding {$270.00} I refused. I told him I was here for work and I could not properly deliver to my client due to the lack of Wi-Fi. He came back with XXXX the supervisor and the offer dropped to {$150.00} ( which was 10 % off the stay ) and that was her final offer. I refused and she stated someone from management would contact me to resolve this issue. No one from XXXX XXXX XXXX ( XXXX XXXX ) contacted me after I left XXXX. 

Upon my arrival back in the states, I started XXXX XXXX So much that I had to seek medical attention on XX/XX/XXXX ( day after leaving the resort ). I was diagnosed and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( pictures were uploaded of XXXX XXXX XXXX XXXX ). 

I called Bank of America immediately to dispute the transaction. I informed the representative of all the information in this letter. I was clear on the dispute was for the {$1500.00} for the transaction that was not refunded because the representative informed me that there was refund. The claim was opened. I submitted all the documents on-line through the Bank of America email . There was no status anywhere of the dispute. 
I called on XX/XX/XXXX and informed the claim was closed because I did receive the {$1500.00} refund from the business. I had to explain the refunded transaction was not what was in dispute. She submitted a reconsideration during that phone call. 

As of today XX/XX/XXXX, I still have not received any update on the dispute. I called Bank of America on XX/XX/XXXX for an update after trying since Friday, XX/XX/XXXX ( systems were down is what I was told ). The representative informed me that again the dispute was closed due to me getting the refund on XX/XX/XXXX. I asked for a XXXX and she told me the managers were all out and I should call tomorrow. 

XX/XX/XXXX spoke to XXXX and he assured me that the dispute was not closed and the reconsideration actually went through today. He documented the account thoroughly and I should submit the actual cancellation to Bank of America. 
I need a resolution as soon as possible. The lack of customer service and the inability to resolve my issue is very unprofessional. I need to hear from someone soon or I will be filing a complaint to the Consumer Financial Protection Bureau immediately. 
XX/XX/XXXX I spoke to XXXX ( Tennessee ) again to check the status of the dispute and was informed that it is still in review. I conveyed my disappointment of the time this has taking, no communication unless I call for an update, there is no provisional credit while under review. I filed this dispute on XX/XX/XXXX and there is still no resolution. This is unacceptable.

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