Consumer complaint received 2026-01-01 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: TX

Complaint narrative:
I am filing this complaint to contest Bank of Americas unjust denial of my dispute claim regarding a {$70.00} charge for a hotel booking via XXXX, and to allege the banks failure to properly investigate my claim in good faith. 

Detailed Incident Timeline & Facts XXXX and Cancellation Attempt : I booked a hotel through Booking.com and immediately realized the need to cancel the reservation within XXXX minutes of booking. I first attempted to contact the hotel directly via phone twice, but both calls went unanswered ( no one picked up the line ).

2.Third-Party Intervention Request : Failing to reach the hotel, I promptly contacted Booking.com via email and text message, requesting their intervention to facilitate a refund and cancellation on my behalf. I clearly explained the reasons for the cancellation in these communications, all within the XXXX window post-booking. 

XXXX Claim Denial by Bank of America : Bank of America denied my dispute claim, citing that the merchandise or service ( s ) wasnt canceled, returned or eligible for a refund according to the merchants policy and that the merchant was willing and able to provide the service. This decision is entirely unreasonable and constitutes what can only be described as robber-baron logic : I made every possible effort to cancel within minutes of booking, and the hotels failure to answer calls can not be used as a pretext to deny my right to a refund, nor should the bank accept the merchants unsubstantiated claim without verifying my attempts to cancel.

4.Failure to Investigate : Bank of America did not conduct a thorough investigation into my cancellation attempts ( including my calls to the hotel and outreach to XXXX ). The banks denial was issued without considering the evidence of my immediate and diligent efforts to cancel the reservation, which amounts to a failure to fulfill its obligation to fairly assess consumer disputes under federal consumer protection laws and its own policies.

Requested Remedies 1.Bank of America reverse its denial of my dispute claim and issue a full refund of {$70.00} to my account ( ending in XXXX ). 

2.Bank of America conduct a proper investigation into my cancellation attempts, including contacting Booking.com and the hotel to verify the facts.

3.Bank of America revise its dispute resolution process to ensure that consumers good-faith cancellation attempts are properly considered, rather than blindly deferring to merchants policies without verification. 

I request that the CFPB and BBB investigate this matter, hold Bank of America accountable for its unfair and deceptive practices, and ensure that I receive the refund I am entitled to. I can provide copies of my communications with Booking.com, phone call logs, and other relevant evidence upon request. 

Sincerely, 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