Consumer complaint received 2020-05-19 00:00:00
Product: Credit card or prepaid 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: MN

Complaint narrative:
So here is what happened. We booked a trip through XXXX. We needed to make a part payment I believe 6 weeks prior to us getting there. So we did. The pics looked nice enough we decided to stay an extra day and booked an additional night and paid for that. We paid for cleaning service I believe as well. It was broken up into 3 different charges. 

So my family and I leave Minnesota ( my wife, XXXX year old son and XXXX old daughter ) for Florida. We land in Florida after XXXX with XXXX little kids and have over a 2 hour drive to get to this location. We get there and are extremely exhausted after this day with the XXXX little kids and are just happy to be there. We get our daughter and son to bed. My wife starts to unpack and I run to the store to get a few things for the morning for us. When I get back my wife is on her hands and knees cleaning the filthy floor boards that have mold on them. This is now about XXXX. I send XXXX a message ( the owner ) letting her know this is an issue. 

So we try and stick this out for the night and by about XXXX I'm up unable to XXXX  as I have XXXX and my son awakes as well XXXX  and his eyes are all puffy. So I open the door just to air out this place as the smell is just so bad. My daughter to started to have some XXXX XXXX  so I got her up and took her outside with my son and I. I then send XXXX another message asking her how she would like to Handel this as we can not stay as it's a health risk for my family and XXXX continue to stay here. I didn't hear anything back from her. So by XXXX or so I contacted XXXX and sent them the pictures and they apologizing even offered to put us up until we could find somewhere else but we declined as we did no longer trust their services. 
So as we are packing we get a knock on the door and this man shows up rude as can be. Very aggressive, looking around then began to say we were lying and that we caused it. He went around and tried to say the things that was clearly mold was basically something we did and that the smell was us cooking ( which we didn't or couldn't because the stove didn't even work ). He basically wanted to start a fist fight in front of my young kids. As he was leaving he's yelling at very sarcastically I hope you enjoy your stay because you won't be getting any kind of refund from us. 

We stayed in this place less the 7 total hours, I submitted many XXXX reviews as well showing claims of mold in this place as well. I have contacted the city as well as it needs to be fixed. I can include pics of the room if you like. 

So now i have submitted documents to bank if America time  and time again and they keep giving excuses like it wasn't attached to the right file or the only attached it to one of the three claims. They claim that they understand that all three charges go together but somehow the 2 small charges have been handled and the last one for XXXX they still can't fix. I have talked to countless reps that have told me that bank of America has dropped the ball in this and it should of been handled and dont know why it's not done yet and in fed up. The last time I talked to what he claimed was a manager he said that they have completely drop the ball with this and there was no excuse for it and he would personally take care of it and credit the account at this point for the inconvenience and it's still not been done. He told me that it would be done in 3 to 5 days and that was about 4 weeks ago or more. So I called in again and I'm told I wasn't done and I don't know what else to do anymore.

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