Consumer complaint received 2025-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I booked an international trip through XXXX XXXX under the assurance that my entire itinerary, from XXXX to XXXX XXXX to XXXX XXXX to XXXX, would be in business class. During the initial booking conversation, I specifically asked the travel agent if I would have access to the Admirals Lounge, as I have an XXXX XXXX XXXX XXXX membership and knew this benefit was tied to business class tickets. The agent assured me I would, and even sent photos of XXXX XXXX business class seating to confirm what I was paying for ( see Exhibit B ). Based on her verbal representations, I agreed and paid through a link she sent me ( see Exhibit C ). At no point did I sign anything, and I relied on her verbal assurances when making this purchase. 

Shortly after booking, I discovered that the domestic legs of my trip ( XXXX to XXXX XXXX and XXXX XXXX to XXXX ) were booked in economy class. This directly contradicted the verbal assurances I had been given. When I raised the issue, the agent admitted both verbally and in writing that it was her fault for not disclosing this critical detail. She even apologized and acknowledged the omission in an email ( see Exhibit A ). Despite this admission, no resolution was provided. Instead, she offered to personally purchase bulkhead seats behind business class, which did not resolve the misrepresentation of service. 

I requested escalation to her supervisor, but my concerns were not addressed in a timely or professional manner ( see Exhibit E ). I was forced to set deadlines for resolution because of the urgency of my upcoming international travel. On XX/XX/XXXX, I gave XXXX XXXX until the end of that business day to : 1. Upgrade my flights to business class at no additional cost, 2. Issue a full or partial refund reflecting the misrepresentation so that I could rebook appropriately, or 3. Present an acceptable alternative resolution immediately. 

They did not meet this deadline. 

On XX/XX/XXXX, I reiterated my request in writing, giving the company a second and final deadline of Tuesday, XX/XX/year> at noon. ( Note : In one of my emails I mistakenly wrote XX/XX/XXXX, but this was a typographical error. I explicitly referenced Tuesday, which fell on XX/XX/XXXX, and the company understood this to be the actual deadline. ) In that message ( see Exhibit XXXX ), I stated that unless I received a refund reflecting the difference in service class or an upgrade to the promised class of service, I would escalate further by disputing the charge with my bank and filing formal complaints with relevant agencies. 

The company still failed to provide an acceptable resolution by my stated deadline. The supervisor, XXXX, eventually attempted to call me, acknowledging in his voicemail that he knew I had asked for all communications in writing due to trust concerns ( see Exhibit D ). By this point, however, the deadline had already passed, and the company had not provided the resolution I reasonably requested. 

Because I had no choice, I personally contacted XXXX XXXX and paid {$1500.00} out-of-pocket to upgrade my domestic flights to business class. Additionally, due to the extraordinary time and effort I was forced to expend correcting the travel agencys admitted misrepresentation including phone calls, emails, escalation attempts, and rebooking logistics I filed a dispute with Bank of America for {$3000.00}. This amount represented {$1500.00} for the direct upgrade cost and {$1500.00} for the burden of correcting the agencys misrepresentation and breach of agreement. 

Bank of America initially credited my account, but later reversed the decision despite being provided with the travel agents written admission of fault, my receipts, and my correspondence showing that the terms I agreed to were not honored ( see Exhibit F ). The reversal letter I received from the bank included documents sent by XXXX XXXX, including terms and conditions I never signed, which were never part of my purchase. 

I believe this constitutes clear misrepresentation by the travel agency and a failure by Bank of America to properly review the evidence I submitted. 

I am attaching Exhibits XXXX ( admission of fault, photos, invoice, voicemail, escalation emails, and claim paperwork ) for your review.

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