Consumer complaint received 2026-05-07 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

Complaint narrative:
I am filing this complaint regarding Bank of America 's handling of my billing dispute ( Claim # XXXX, Account ending in XXXX, XXXX : {$900.00} ). On XX/XX/XXXX, I filed a dispute against Airbnb ( transaction descriptor : XXXX * XXXX ) for {$900.00} under reason 'product unacceptable. ' I rented the listing 'Centro Flats XXXX I Comfy and Spacious Studio ' in XXXX XXXX TX for XXXX. The refrigerator was non-functional from the start of my stay through XX/XX/XXXX XXXX full months. Bank of America denied my claim without ever requesting any evidence from me. The evidence below which was never considered demonstrates that both the host and XXXX themselves acknowledged the defect, yet no compensation was ever provided. -- - DOCUMENTED EVIDENCE -- - HOST COMMUNICATIONS ( via XXXX platform ) : XX/XX/XXXX : I reported the malfunction with objective temperature measurements : fridge at XXXX ( safe maximum is XXXX ), freezer at XXXX ( safe is XXXX ). Food was spoiling. Host acknowledged and promised a maintenance request. XX/XX/XXXX : Follow-up no repair in XXXX days. Host promised to escalate. XX/XX/XXXX : Third follow-up still no repair after XXXX weeks. I formally requested a partial refund. Host replied : ' I've forwarded your request for a partial refund to our team. ' XX/XX/XXXX : XXXX representative XXXX wrote : 'Please rest assured that your request for compensation has already been submitted for this inconvenience, as this is unacceptable and does not meet normal accommodation standards. ' Host representative XXXX confirmed : 'The compensation request covers the period from when the refrigerator was first reported until the issue is fully resolved. ' These are explicit written admissions of the defect and an obligation to compensate. XX/XX/XXXX : I confirmed the refrigerator was finally replaced on XX/XX/XXXX. Host replied : 'Glad to hear the issue with the refrigerator was resolved ' confirming the defect existed. Compensation still not delivered. XX/XX/XXXX : Final message before checkout. Host : 'we 'll check and follow up with the team. ' No compensation ever provided. XX/XX/XXXX : On the same day I opened the chargeback, the host proactively contacted me : XXXX would like to speak with you and work on a reimbursement ' confirming they acknowledged owing me compensation. Negotiations were still actively ongoing when Bank of America closed the dispute. AIRBNB SUPPORT COMMUNICATIONS : XX/XX/XXXX : I contacted Airbnb support. A live agent confirmed the issue and directed me to file a refund request through the XXXX XXXX. XX/XX/XXXX : I reported to XXXX support that my {$320.00} XXXX XXXX refund request was showing as 'canceled ' even though I had not canceled it myself. It had been unilaterally closed without any explanation or communication from the host. XX/XX/XXXX : I filed a second detailed support ticket documenting the full situation : XXXX weeks without a functioning refrigerator, XXXX refund requests declined without explanation, and a compensation promise from the host that was never fulfilled. XXXX support confirmed the issue and engaged with my case but closed it without resolution. -- - BANK OF AMERICA 'S PROCEDURAL FAILURE -- - At no point during the investigation did Bank of America request any documentation or statement from me. The decision was based entirely on XXXX 's one-sided submission the same company whose own support team had confirmed the defect and engaged with my compensation requests without resolving them. This violates fair dispute resolution practices under Regulation Z and Visa dispute rules ( Reason Code XXXX Not as Described or Defective Services ). I am requesting that Bank of America XXXX this dispute and allow me to submit supporting evidence before the provisional credit of {$900.00} is reversed on XX/XX/XXXX. Claim # XXXX | Account ending : XXXX | Transaction date : XX/XX/XXXX | Merchant : XXXX XXXX XXXX | Amount : {$900.00}

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