Consumer complaint received 2022-01-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I made two charges of my Bank of America XXXX XXXX XXXX ( BofA XXXX XXXX see attached ). I applied for and was approved for this card in advanced of planned travel described below. There were two separate transactions : XXXX XX/XX/XXXX and XXXX XX/XX/XXXX, each for {$1000.00} charged for an education travel event by the XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, LA. This institution has a large travel division and is a recognized legitimate travel program of the XXXX XXXX ( XXXX XXXX XXXXXXXX ) providing educational trips to destinations around the world. 

In XX/XX/XXXX I noticed that the two transactions in question had not been credited as " eligible '' for travel rewards points on my BofA XXXX XXXX. In late XX/XX/XXXX, I made the first of two calls to BofA trying to determine why rewards points had not been posted to my account. I had a very unsatisfactory experience with the BofA representative who was unable to tell me exactly why the points were not awarded. After not being able to get clear information, I visited a local BofA branch about two days later ( XXXX XXXX XXXX XXXX XXXX, XXXX, NV XXXX ) and spoke to a representative about the problem. He looked into my account, then intervened on my behalf with a phone call to the bank, promising a resolution and letter explaining the decision in about 10-14 days. After this time elapsed I again called the bank ( about XX/XX/XXXX ) and asked for an explanation. This time, after a lengthy back and forth, the representative found my account information and told me the rewards HAD been approved, although my on-line banking account web page indicated the rewards were NOT posted. At first the rep seemed to indicate there was technical problem with my account and the rewards should have posted. She was very uncertain and confused. Then she suddenly changed her explanation and said the rewards HAD not been approved because " there was no code '' associated with the transactions, saying the transactions WOULD have been rewarded except that the merchant did not " put the code '' on the transactions. I specifically asked the rep, had the merchant put the correct " code '' on the transaction, then my points would have been approved? The rep answered affirmatively. 

I have attached the BofA Program Rules for my XXXX  XXXX, a screenshot from account documenting the charges, the only letter from BofA directing me to contact them ( although still not informing me of the reason for the points denial ), although the points have not been credited to my account. 

My complaint is as follows : 1. Resolving issues related to travel points with the BofA XXXX XXXX Credit card is extremely difficult and time consuming, with reps uncertain about how the program works, and telephone reps either completely unhelpful or confused about explaining the terms. This puts the consumer in the position of expending much time trying to resolve issues with bank employees who themselves don't understand the program sufficiently to resolve issues. 

2. My charge to the XXXX XXXX XXXX XXXX XXXX was legitimate and should have been reward points despite the lack of a " code ''. Program rules clearly state XXXX XXXX " Tourist Attractions and Exhibits '' which would include the XXXX XXXX XXXX and certainly its travel division. 

3. As with all credit card agreements and rules, the account terms are confusing and loaded with exceptions and requirements that serve the interests of the bank, not the consumer, who uses the card in good faith. Apparently, the bank could have simply recognized that the charges were eligible for points, and credited them manually to my account instead of relying on a missing " code '' to deny the points. 

In closing, this appears to be an example of a very large financial institution marketing financial products with predatory terms and exclusions designed to make it difficult to maximize consumer benefits.

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 non-monetary relief