Consumer complaint received 2019-11-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
On XX/XX/2019 I made a nearly {$13000.00} home improvement purchase using my Bank of America Cash Rewards MasterCard. Knowing that I was going to make a large purchase using my credit card, I had previously switched my Rewards Benefit to " Home Improvement & Furnishings '' using the Bank of America mobile app. When I made the switch on the mobile app, I do not recall that I was advised of a limitation on the 3 % rewards. I came to find out after making the purchase there was a limit of {$2500.00} per quarter for 3 % and the bonus dropped to 1 % on everything else. 

On XX/XX/2019 I went into a local Bank of America branch to make a deposit and speak with a Bank of America representative about this issue. He provided me the benefits threshold information state above ( {$2500.00} a quarter @ 3 % and 1 % after the {$2500.00} ) number to call Bank of America. 

On XX/XX/2019 I spoke with a Bank of America representative via phone in the Rhode Island call center. Along with asking about interest on the home improvement purchase, I asked the representative about this issue I experienced with my purchase and rewards. The representative was not helpful and seemed almost dismissive of my concerns. At one point she advised me that I should have used the website instead of the mobile app to confirm rewards application on a purchase. The way she said it seemed condescending than informative. What I tried explaining to her was that if you are allowed to make a specific change on an account using the mobile app, applicable disclosures, disclaimers, etc., should be provided to the consumer so they can make an informed decision. Again, I do not believe this occurred when I made the update on my account and subsequently verified just prior to making the purchase. Not satisfied with the representative 's answer, I advised her that this is simply false and misleading. If you make a change on a bank product, a consumer should be provided applicable disclosures, disclaimers, etc. at that time, regardless if its in-person, via phone, online and even via the app. As a result of this fact, I advised the representative that I would be filing a regulatory consumer complaint ( e.g., CFPB, AG, etc. ). Even after hearing this statement from me, the representative didn't attempt or seemed concerned with escalating to a manager/supervisor in an attempt to diffuse/resolve the situation. This speaks volumes on the bank 's consumer experience policy. 

Overall, not receiving my full cash rewards benefits that I was expecting based on 3 % cost me nearly {$200.00}. Had I been clearly made aware of that my purchase was not going to yield the full 3 % I was expecting, I would have used other credit cards that would have provided higher rewards 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 explanation