Consumer complaint received 2025-10-06 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: NC

Complaint narrative:
As to XXXX ( XXXX ) : I have outlined below the timeline ( dates/times ) of my reservations, cancelations and conversations. As you will note, and within the 24 hour cancellation deadline of making the reservation for Itinerary ending in # XXXX I called and emailed XXXX canceling the reservation. During the XX/XX/2025 phone call, I was told that my request would be honored since I advised them within 24 hours and that someone would call me to confirm the refund within one week. Since I didnt hear back, I called again on XX/XX/2025. I advised them that I had already booked another trip to XXXX for those same dates with them. At that time, I was told that they would need another week or so to contact the resort and to process my refund. I grew frustrated because it was as though they hadnt done anything since my initial. At that point I decided to dispute the charges with Bank of America and I called and disputed the charges on XX/XX/2025. 

XX/XX/2025 at XXXXXXXX XXXX. and XXXXXXXX XXXX. Booked trip ( Itinerary # XXXX ) See attached supporting documentation. 

XX/XX/2025 at XXXXXXXX XXXX Email to XXXX ( XXXX ) canceling reservation made ( Itinerary # XXXX ). See attached supporting documentation. 

XX/XX/2025 at XXXXXXXX XXXX  Text from XXXX ( XXXX ) confirming reservation ( Itinerary # XXXX ) See attached supporting documentation. 

XX/XX/2025 at XXXXXXXX XXXX. Email confirmation from XXXX for reservation ( Itinerary # XXXX ) See attached supporting documentation. 

XX/XX/2025 at XXXXXXXX XXXX Call to XXXX ( XXXX ) to cancel trip ( Itinerary # XXXX ) XXXX Minute Phone Call. See attached supporting documentation. 

XX/XX/2025 at XXXX XXXX Call to XXXX ( XXXX ) to follow up per their instruction in XXXX week to confirm refund of Air fare and resort. See attached supporting documentation. 

If I didnt feel as though I was due a refund, I would have never booked the second reservation, Itinerary ending in XXXX, see attached. Why would I book two trips for the exact same dates? Apparently, per XXXX only the flights are refundable. However, the site does not mention that and again the email confirmation only references a 24 hour notice which I met via a call and an email of which I have supporting documentation for. 

The merchant, XXXX should provide me with a 100 % refund as I notified them both by way of an email and a telephone call requesting to cancel the reservation. Furthermore, I did not receive the benefit of the services paid for. 


As to Bank of America ( CC Company ) : I contacted BOA on the following dates : XX/XX/2025 A call ( not sure of the date ) was placed to begin the dispute, I was asked to fax over a letter with the information as well as all of the documentation. 

XX/XX/2025 - Letter from BOA denying my dispute. See attached documentation. 

XX/XX/2025 - Via Fax per their request with a letter and supporting documents ; After that I placed several calls to inquire as to the dispute and upon receiving a letter stating the claim was closed due to the merchant 's cancellation policy I asked for a review of those findings since it seemed the reviewers failed to notice the language in the Merchant 's email confirmation to me. 

I called BOA on XX/XX/2025, XX/XX/2025, and XX/XX/2025 concerning this matter and the oversight on their part of the email confirmation for the reservation and my meeting the 24 hour cancellation policy. 

Then on XX/XX/2025 I received another letter from BOA that my claim had again been denied because " The merchandise or service ( s ) wasn't canceled, returned or eligible for a refund according to the merchant 's policy ''. See the attached letter.

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