Consumer complaint received 2025-01-14 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: NJ

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to formally bring to your attention a distressing situation I have encountered with Bank of America, which has shown a blatant disregard for customer protection and due diligence. Despite my repeated attempts to resolve this matter, Bank of America has made every effort to dismiss my claim without conducting a proper investigation. 

The issue at hand involves a significant amount of money $ XXXX to a canceled service for which I have been promised a refund that has yet to be processed. Despite the merchant 's assurance of a refund due to the cancellation, I have reached out to them multiple times, only to receive no response. 

I have provided Bank of America with comprehensive documentation substantiating my claim. This documentation clearly illustrates that the service was initially paid for using a different card. However, the Bank of America card was used for a cruise booking intended for myself and my family, which included XXXX passengers : XXXX XXXX, XXXX XXXX, and my XXXX XXXX XXXX XXXX. 

To provide further context, the canceled cruise booking detailed the following itinerary with departure on XX/XX/XXXX : - **Day XXXX ( XX/XX/XXXX ) : ** XXXX XXXX, United States XXXX XXXX XXXX ( XX/XX/XXXX ) : ** XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX XXXX ( XX/XX/XXXX ) : ** XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX **Day XXXX ( XX/XX/XXXX ) : ** At Sea - **Day XXXX ( XX/XX/XXXX ) : ** XXXX XXXX, XXXX - XXXX XXXX ( XX/XX/XXXX ) : ** XXXX, XXXX - XXXX XXXX ( XX/XX/XXXX XXXX : ** At Sea - **Day XXXX ( XX/XX/XXXX ) : ** Return to XXXX XXXX, United States Upon cancellation of our booking, we had to rebook and pay for a different room at a cheaper {$1200.00} rate, as the original accommodations were no longer available. All relevant documentation, including the cancellation confirmation and proof of new payment, has been submitted to Bank of America. Regrettably, they have chosen to ignore this evidence and have denied our claim. 

As a necessary preliminary step before considering legal action, I have already issued a formal demand letter to Bank of America Cooperate office. However, in light of their negligence and my inability to obtain resolution, I feel compelled to seek assistance from your office & a small claim Court.

I kindly urge the CFPB to intervene in this matter to ensure that my claim is thoroughly investigated and that I receive the rightful refund for the canceled service. This is not merely a case of financial importance ; it represents the principle of consumer protection that institutions like Bank of America have a duty to uphold. 

Thank you for your attention to this urgent matter. I am hopeful that with your assistance, we can achieve a resolution that reflects the rights of consumers. 

Sincerely, XXXX XXXX XXXX XXXX

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