Consumer complaint received 2025-11-03 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: FL

Complaint narrative:
Today XX/XX/XXXX at XXXX I called to inquire about the status of my dispute # XXXX and spoke with a supevisor XXXX and he told me that the dispute would not be reopened because the services were provided. I was on the call with previous reps waiting for XXXX hour and a half. Unacceptable long lines and not the service expected. My explanation for this dispute goes as follows on my recent letter I sent to Bank of America XX/XX/XXXX requesting to open the dispute that had been closed by some hard headed reps. I am writing to reopen dispute for XXXX for {$260.00}. This would be my third time requesting for my dispute to be resolved and reopened. In the past I have asked for documents relating to my dispute on how you arrived at your conclusion to close the dispute but to this day I have not received anything in the mail. All I have been told is that federal guidelines prevent us from moving forward but no explanation of the guidelines have been provided to me when requested. I would like the dispute to be revised and a new investigator assigned. From the reasons given by the dispute department it says that I did not make an attempt to cancel the reservation among other reasons. On the last denial XX/XX/XXXX it states another reason the merchant may charge for any service or merchandise that you received. That is a weak response. Yes, I know many merchants charge for a lot of stuff but sometimes the charges are not valid and we have a right to get our money back such is this case.

So far, the reasons have been very sketchy and not very clear. It seems to me that you may have a few hard headed individuals working at your department that are not willing to help customers and deny claims for unsubstantiated reasons. I will file a complaint with the Consumer Financial Protection Bureau today to report this issue so this does not happen again and is on the record. 
Today XX/XX/XXXX at XXXX I spoke with XXXX in Tennessee and XXXX a supervisor. When asked to provide me with the details of the investigation both were not able to provide any paperwork and were very vague on the reasons why. I was told they dont provide such paperwork and the federal guidelines are listed online. That is incorrect. 
The evidence is clear that when I arrived at the XXXX there was nobody at the lobby and we never saw anybody again to complain or to cancel the reservation. I left messages on the various phone numbers and nobody responded on XX/XX/XXXX at XXXX and also on XX/XX/XXXX at XXXX. The phone numbers I left messages on were XXXX and phone number XXXX. These numbers were listed on the note that was left at our room when we arrived. This lodge policy was to take your money and once you arrived to fend for yourself and no help or questions asked. Its like we take your money and we dont want to know about any issues!! I cancelled the service on XX/XX/XXXX by phone but no response. The lodge room was in bad shape and needed a lot of maintenance. As previously mentioned, that shower and toilet were clogged up and the room was dusty and dirty. Additionally, the air conditioner was not set up properly and no way to adjust the air. XXXX was misleading and deceptive and their service and hotel rooms are not as described. 
Please take this letter into consideration and my previous letters as well for a detailed explanation. I believe my account should be credited for the above discrepancies and resolved in my favor.

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