Consumer complaint received 2025-07-15 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:
I disputed a {$620.00} charge from XXXX on my Bank of America credit card ( Dispute ID XXXX ) for a hotel reservation that I canceled on the same day it was booked and the same day as check-in. I canceled shortly after check-in, did not stay at the property, and submitted supporting documents confirming I met the cancellation policy terms shown during booking. 

Bank of America denied the dispute, stating it was " unable to confirm '' that I requested cancellation. This is factually incorrect. I submitted a confirmation email from XXXX explicitly acknowledging receipt of my cancellation request. 

In addition, I filed a complaint with the XX/XX/XXXX and on XX/XX/year>, XXXX ( XXXX parent company ) confirmed I was entitled to a refund of {$540.00}, representing the total amount paid minus the first night 's charge. They also stated that they had accepted the chargeback and advised me to contact Bank of America for the refund. 

XX/XX/XXXX own supporting documentationsubmitted to Bank of Americaconfirms they accepted the chargeback. Despite this, Bank of America closed the case, failing to recognize or act upon this direct confirmation from the merchant. 

Moreover, the documents XXXX submitted contained multiple inconsistencies, including : - Two conflicting versions of the cancellation and refund policyone visible to customers at the time of booking, and another shown only in their internal system ; - Statements in one part of the document indicating the hotel refused a refund, while other pages confirm that the hotel approved and issued the refund ; - No inclusion of key conversations in which XXXX agents agreed to compensate the difference if the hotel deducted one night ( as I had raised that concern during the dispute period ). 

These inconsistencies raise serious questions that Bank of America did not address. The bank did not : - Seek clarification from me about any unclear information ; - Independently verify the applicable refund policy on XX/XX/XXXXs public website ; - Question the contradictory statements in XX/XX/XXXXown documents ; - Or take into account the evidence I provided supporting my cancellation and refund eligibility. 

Instead, Bank of America relied solely on the merchants statementseven though those statements conflicted with their own documentation and the written confirmation of cancellation I submitted. 

I have since provided additional documentation to Bank of America that visit the Bank ofAmerica branch to fax additional supporting documents on XX/XX/year>, including tXX/XX/XXXXesponse, confirmation from XXXX of refund eligibility, and screenshots of the customer-facing cancellation policy, and have requested the case be reopened. 

It is not acceptable that the merchant acknowledged my entitlement to a refund, accepted the chargeback, and yet the bank denied the dispute on the grounds that cancellation could not be confirmedwhen such confirmation existed in multiple forms.

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