Consumer complaint received 2025-02-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I stayed at the XXXX XXXX XXXX XXXX XXXX XXXX in New Jersey whose address is XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX and phone number is XXXX from XX/XX/XXXX - XX/XX/XXXX. On XX/XX/XXXX, I called the XXXX hotel front desk from my hotel room to let them know that I had paid off all my hotel bills and would check out the next day. The man at the desk named XXXX double-checked and agreed that I had nothing due. He told me to leave the hotel keys in the hotel room before leaving. After I checked out on the morning of XX/XX/XXXX and took the NJ transit to XXXX XXXX, New York to catch my international flight to XXXX the next day, the hotel manager, a man named XXXX, charged my credit card a fraudulent amount of {$600.00} after making sure that I had left town and could not confront him. I found this out when I reached my airport hotel that same evening. When I called him, he simply refused to take off the amount from my credit card and kept saying useless things on the phone. He even insulted me, asking me if my last name was spelled 'XXXX ' after I clearly told him that my last name was spelled XXXX ' XXXX Please note that this same man had made a fraudulent charge of {$120.00} on my credit card a few days before this incident and had refused to credit me back the money. Eventually I had to dispute the transaction with Bank of America and got the money back after a number of days. This time when I disputed the {$600.00} fraudulent amount on my credit card, something strange happened. At first, I saw that I had been credited the money back on XX/XX/XXXX. Then two days ago, I found that the exact same amount of {$600.00} was once again taken away from my card without explanation on XX/XX/XXXX. I believe it is a violation of the US Consumer Credit Protection Act for a hotel to illegally charge a consumer 's credit card AFTER the consumer had already checked out after paying all dues by abusing the fact that the hotel has the consumer 's credit card number. I also believe that Bank of America has actively helped the hotel in this criminal act of violating the US Consumer Credit Protection Act by taking away the disputed amount of money from my credit card AFTER returning it. Please note that for some strange reason, no one at Bank of America has been picking up the phone when I have been calling their customer service number on the back of my Bank of America credit card. This has been happening for months. This happened on the evening of XX/XX/XXXX when I first discovered the fraudulent charge of {$600.00} on my credit card and immediately called the number on the back of my credit card exactly as customers are advised. No one picked up. This also happened a few months before when I was a victim of identity theft when someone stole my credit card information over the phone saying they were calling from Bank of America. When I physically went to the nearest Bank of America center, they told me that they can not issue me a new credit card as this can only be done by calling the customer service number on the back of the credit card. When I told them that I had been calling the number consistently for two days and no one was picking up, one of the bank associates volunteered to call the number on my behalf and immediately a woman picked up, not realizing that the bank associate was calling on my behalf. This is how I finally got a new credit card. I was also told by the bank upon asking that there was no way to verify if a call had been made by an identity thief or Bank of America itself since the latter gives no identification when contacting customers. In other words, there was no way for me to prevent the identity theft that I had been a victim of, which I thought was ridiculous. I was even advised by a XXXX business analyst to file a complaint with Bank of America against its own customer service. He was shocked, saying that he could see a Credit Union doing this but he could not imagine a big bank like Bank of America doing this. And after all this, the XXXX manager charged the fraudulent amount of {$600.00} out of nowhere on my new credit card. I would like to request that the entire {$600.00} be returned to my credit card immediately by Bank of America and I would also like to ensure that no further criminal behavior involving my Bank of America credit or debit card happens in future or else I will be forced to switch banks on top of filing another criminal complaint against Bank of America, which as you know, seems to be the norm for this bank. Thank you.

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