Consumer complaint received 2021-09-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XXXX Applied XXXX XXXX XXXX XXXX Approved XXXX Setup XXXX with XXXX XXXX XXXX XXXX approved, initiate transfer XXXX ACCOUNT CLOSED BY BANK OF AMERICA. 
REASON UNSPECIFIED. Later said something wasnt verified when opened online. 
XXXX Opened new acc at the local branch of the bank per suggestion of fraud and acc closure dept.. 
The banker read the promo and asked if I had received an email. I logged into my account on my phone and followed the promo link which showed after I was logged in. The banker said well it says in email or digital add and since you can pull up the website from your phone then you meet the digital add portion. He spoke to his manager and she agreed. He was unable to manually put the code in the application so he called the marketing department who said I'd get the bonus when I met the requirement. The banker noted that in the notes section of the application. 
XXXX Received debit card. 
XXXX Completed 20+ DC transactions. 
XXXX RECEIVED XXXX .. Qual Steps 1-3 completed -- 1 ) Enrolled by requesting enrollment from a Bank of America associate or by clicking the 'Enroll Now ' button in digital ad from the Bank of America website.

-- 2 ) Open a new eligible Bank of America personal checking account by XX/XX/2020 in a financial center or online. 
-- 3 ) Set up and receive qualifying Direct Deposit of {$4000.00} or more in your new personal checking account within 90 days of account opening WAITED XXXX Called a/b not receiving bonus. Said theyll start and investigation. Takes 60 days - XXXX NOW another WAIT XXXX Called back. Said they were still investigating. XXXX seen anything added to file. 
XXXX Called and XXXX in Texas says her notes shows that the back office working on getting it credited but it could take a month. 
XXXX Bank back office declined saying it was targeted and they didnt see me on the list of targeted letters or email. 
XXXX After some previous calls and emails I had decided I was going to file a Consumer Financial Protection Bureau ( CFPB ) but decided to call the bank and see if they'd come to their senses after I read the promo to them. Spoke to XXXX. She said the notes said shows I was declined for the bonus. 

Base on my experience which took months and still haven't gotten the resolution I expected when I first started my personal account with the bank. My issue is with the back office and promotional team. They have not lived up to the spirit of their promotion. I read the promotion properly and followed up on everything including speaking to people in the back office and promotions team before going to the bank and then when I went to the bank the banker also spoke to them and they assured me that it'll be fine and if it wasn't done automatically to just call back and it would be honored but even after months of back and forth and hours spent in the three different branches in the midst of the Covid-19 pandemic they still came back with disappointing news. 
Base on my experience which took months and still haven't gotten the resolution I expected when I first started my personal account with the bank. My issue is with the back office and promotional team. They have not lived up to the spirit of their promotion. I read the promotion properly and followed up on everything including speaking to people in the back office and promotions team before going to the bank and then when I went to the bank the banker also spoke to them and they assured me that it'll be fine and if it wasn't done automatically to just call back and it would be honored but even after months of back and forth and hours spent in the three different branches in the midst of the Covid-19 pandemic they still came back with disappointing news.

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