Consumer complaint received 2024-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Yesterday, XXXX, I had a reservation to stay at XXXX XXXX for two nights, confirmation # XXXX. Upon arriving to XXXX via the XXXX, I felt one night would be more ideal without really knowing why. 
So, I arrived to the XXXX XXXX located at XXXX XXXX XXXX, XXXX, FL XXXX. Tel : ( XXXX ) XXXX around XXXX XXXX XXXXXXXX to modify the reservation and check in. XXXX and XXXX said modifying was ok, but check in has to be at XXXX XXXX. They allowed me to store my carry-on; and I left to run a few errands. Upon arrival, around XXXXXXXX XXXX XXXXXXXX was not interested in my reservation number ; only name with id. Then she was not able to grant the king size bed. I said ok to two full beds. Then she said I didn't have to insert my debit card in the cc machine when I know I'm supposed to. I told her I need to sign the transaction. She said, " Oh no, I already signed for you " I couldn't believe it. She showed her screen. I told her I didn't sign that. She said she did. Then I asked her for a copy of my XXXX. She said she couldn't give me one because her printer was jamming papers and the other printer is locked in the Manager 's Office. I had her hand write me one and then she suggested I take a mobile picture of her screen. 
I left without keys to the door. I had to go back to the lobby and obtain keys to room XXXX. 
When I opened the door, the lights and TV were on vs off. The remote control did not work. So, I went back to the lobby, and requested a new room. This time XXXX assigned room XXXX. The room had furniture damage, floor was very dirty. Shower was dirty. Bathroom didn't have a mini rug. No towels. But the a/c worked and it had hot water. When I turned on the TV using the remote, I first had to plug the TV to the outlet. Then I waited, and the screen said NO SIGNAL. 
At that point I grabbed my belongings, attempted to go back to the lobby. The door was locked. My key didn't work. So that's a clear indication I was never checked in. XXXX chose not to open the door. She chose to treat me as if I had just walked up to her window outside. Then she said she had no more rooms. She can not assign me to a different building. She grabbed the key and hand written XXXX and chose to check me out and refund the money. Just like that. I asked for my handwritten XXXX back ; and she said no. Leave the property or I'll call the police. 
I walked to the sidewalk and called the XXXX Police. They never showed up. Instead they had XXXX walk up to me and hand me a phone number to call XXXX XXXX who then disclosed an incident case number. 
Highly disturbed by all of this, I called XXXX XXXX Reservation Center. The agent said, " We have you inhouse. '' In other words checked in. At that point I shared everything. She chose to escalate the call to her XXXX XXXX. Then I shared the problem with ICE and XXXX because according to XXXX I am not from this country and should not be allowed to watch TV. That's the reason behind her mistreatment. So, I told ICE, XXXX, and XXXX about this problem. 
Now I'm requesting a full refund. I showed up on time to XXXX XXXX. Upon requesting a third room, XXXX, out of her own free will, checked me out and said she issued a refund. I have no proof of that. She checked me in as XXXX XXXX XXXX ; but issued a refund to a so call XXXX XXXX. The picture reflects no debit card numbers. I can show proof the money came out of my account ; and now I'm the one requesting a full refund. The rooms offered were in my opinion, rooms under Maintenance Status. Not XXXX XXXX Standards. Please grant me my refund. Thank You. 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 explanation