Consumer complaint received 2023-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX I applied for an XXXX XXXX XXXX XXXX offered through Bank of America. At the time, the promotion I clicked on was XXXX bonus miles, {$100.00} statement credit and {$120.00} companion fare, I was just required to spend {$3000.00} in the first 90 days. ( screenshot attached ) Having received no response, on XX/XX/XXXX I called in and the rep said that they were just waiting on me to verify some information and they just hadn't reached out yet. She helped me finish the application and approved it at that time. 

This account shows in my Bank of America with an opening date of XX/XX/XXXX. 

When I got the card and details, it showed the promo to be the new promo which is only XXXX miles, no statement credit and then the {$120.00} companion fare. ( copy of promo they sent in the letter attached ) I immediately reached out to the service center and was told that the XXXX was the " current promotion that began on XX/XX/XXXX ''. When I stated that was not what I applied under the terms of and that the paperwork I got verified the initial application was done on XX/XX/XXXX based on the day they show they pulled the credit score ( attached ), he initially tried to tell me that the XXXX miles was a better deal anyway because I " only had to spend {$2000.00} not {$3000.00} in 90 days to qualify ''. He then indicated that he needed to send it to the research team and that they would send me a copy of the application showing what those terms were. He assured me that if it showed the XXXX that I had applied under the terms of, that Bank of America would resolve this. 

In a letter that I received yesterday ( attached ), dated XX/XX/XXXX, Bank of America responded stating " Unfortunately we don't have a copy of the credit card application you requested. We show that you submitted your application on XX/XX/XXXX, but don't have a copy of it because you applied by phone or online. Thank you for being our client. '' I reached out the call center again today and was told that there was nothing further that could be done, that even though she was aware that I indeed applied for the XXXX promotion based on my application date, that she nor anyone above her could manually award those points or offer that statement credit to me. I asked repeatedly to speak to a supervisor and in the end she stated that they are only a call center that works with Bank of America, not even actual Bank of America staff. 

I then went into the branch to get this resolved, explained the whole situation above and was told that they can not see the application and do not have any authority when it comes to the promotions that are attached to certain credit card offers. They actually tried to suggest that I call the servicing center and I explained that was exactly who couldn't do anything either.

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