Consumer complaint received 2025-12-09 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: IL

Complaint narrative:
I am disputing a portion of a credit card charge related to a hotel stay booked through XXXX XXXX for XXXX XXXX XXXX. 

On or about XX/XX/year>, I was charged {$6400.00} by XXXX for a multi-night stay at XXXX XXXX XXXX. I am only disputing {$1000.00}, which is the cost of the first night, because the room category that was delivered on that first night was not the room configuration that was advertised and paid for. 

Through XXXX XXXX, I specifically selected and paid more for a XXXX XXXX XXXX with a platform that allows guests to jump directly into the river. The photos and description at the time of purchase showed the platform configuration, which was the reason I chose that room type at a higher price. 

When we arrived at the hotel, we were placed in a different configuration : a XXXX XXXX XXXX with side stairs into the river, not the platform that was advertised and shown in the booking. The front desk confirmed there were no platform rooms available for that night. We made multiple attempts at the front desk and with a supervisor to correct the room type but were told they could not move us into the platform configuration that night. 

I then contacted XXXX and XXXX XXXX by email. In a written response, XXXX XXXX XXXX XXXXXXXX, a supervisor at XXXX XXXX, confirmed that on the dates of my stay, a XXXX XXXX XXXXXXXX with platform was not available, and that I was assigned a different configuration ( stairs ). She also stated that a platform room can not be guaranteed. This directly contradicts what was shown at the time of booking, where the platform configuration was specifically pictured and priced. 

Later, another hotel representative, XXXX XXXX, emailed me saying that the room provided did correspond to the one that was originally reserved and that a refund would not be possible. However, this statement conflicts with XXXX email, which clearly admits the platform configuration was not available during my stay. 

I also disputed {$1000.00} with Bank of America ( Claim No. XXXX ) as services not as described. Bank of America denied the claim twice, stating they could not confirm that I canceled with the merchant, even though this is not a cancellation dispute ; it is a service not as received/ not as described dispute. I provided them with the hotels written admission that the specific configuration advertised ( platform ) was not available, but they still declined the claim. 

I am not disputing the entire stay. I am only disputing the cost of the first night, when I did not receive the room type that I selected and paid extra for. The affected amount is {$1000.00} of the total {$6400.00} charge. 

I have : The original XXXX XXXX booking confirmation showing the platform configuration. 

Email from XXXX XXXX supervisor XXXX acknowledging that a platform room was not available on my dates and that I was placed in the stairs configuration instead. 

Email from XXXX at XXXX XXXX denying a refund but offering a complimentary upgrade on a future stay. 

Bank of Americas denial letters. 

A prior CFPB complaint ( ID XXXX ) involving the same transaction, filed before I obtained this new written evidence from the hotel and XXXX. 

I believe this is a clear case where the services provided did not match what was advertised and purchased, and that Bank of America did not properly treat this as a services not as described dispute.

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