Consumer complaint received 2024-02-16 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: CO

Complaint narrative:
In XXXX of 2023 I had two XXXX XXXX tickets from XXXX, XXXX to XXXX, XXXX. Upon arriving at the airport, my partner and I paid XXXX to check our bags, received our tickets, and passed through security to the appropriate gate. Prior to boarding, the gate agents asked to see proof of onward travel from XXXX. While we possessed airline tickets back to XXXX, the flights did not originate from XXXX. XXXX claimed that proof of onward travel was a prerequisite for boarding the flight. Resultantly, we were not allowed to board the flight despite being issued tickets, being checked in, and paying for checked bags. No where in XXXX 's boarding policy or XXXX immigration policy does it say proof of onward travel is a prerequisite for boarding a flight or entering the country. We were forced to buy tickets through XXXX for the following day, and get a hotel room for the night. The following day, having bought the necessary flights to prove onward travel, we arrived at the airport. The XXXX gate agents never asked to see the tickets for which we had been denied boarding for not having the previous day. The XXXX immigration officer also did not ask to see proof of onward travel when welcoming us to the country. 

I was unable to get in touch with XXXX despite multiple attempts to reach them. Resultantly, I filed a dispute for the charge of {$440.00}, the cost of the initial flights from which we were denied service, with Bank of America whose credit card I used to purchase the flight. I filed a dispute which did not allow me to provide basic information about the situation and then I was given a conditional credit. Then, towards the final days of the dispute window I was informed that my dispute was denied and the conditional credit was revoked. Never in the course of Bank of America ( " BOA, '' ) researching the dispute was I contacted to provide any narrative or evidence whatsoever. 

I complained about this to BOA. They had contacted XXXX who said that I had in fact been on the original flight that I was rejected from. This was enraging given that I had substantial evidence that I had had to buy more tickets and had passed through XXXX  customs a day after they said I had arrived. In disputing this false claim, BOA said I could send a letter to provide my own narrative and evidence. Having done this, BOA said the final resolution would be issued in 45 days. After that 45 day window came and went, I called customer service who expedited my dispute claim. A few days after that, I received a message that my claim appeal had been denied with the justification that " Although you werent able to use the service, the merchant was willing and able to provide it to you. '' This is simply untrue, and, even though BOA never asked me, I provided irrefutable evidence that this was a false statement. 

Attached are a number of pieces of evidence to verify my claim of being ticketed, paying for checked bags, being arbitrarily rejected from boarding, and having to purchase new tickets for the next day. 

Among the pieces of included evidence are : The confirmed purchase of the original flight on XX/XX/XXXX as well as the boarding protocol which makes no mention of needing proof of onward travel ( nor does XXXX 's immigration website ). A checked bag receipt from the original flight, confirming we had successfully checked in to the flight. Our XXXX ticket of onward travel booked the day we were told it was necessary, and booked after having been denied boarding from the original flight. My passport, stamped by XXXX immigrations, showing entry the day after XXXX claimed they transported me to the country. A receipt for the airline tickets I had to purchase the following day, XX/XX/XXXX. All of this refutes BOA 's claim that the merchant, XXXX, was willing and able to provide service.

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