Consumer complaint received 2021-03-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 contacted Bank of America using the customer service phone number on the back of my travel rewards visa card ( XXXX ). I called to inquire about the points I already accumulated, and specifically if i could transfer them to my other BOA card since I wouldn't be traveling any time soon during the pandemic. The kind customer service representative explained that I wouldn't be able to transfer them to the other bank card, but that due to covid, I could use my travel points ( a total of {$260.00} ) for a redeemable credit towards the purchase of food either at a supermarket or restaurant. 

On XXXX, I purchased {$97.00} of food at a grocery store using my BOFA XXXX XXXX Visa card. 

On XX/XX/XXXX, I logged into my Bank of America account to apply my travel credit towards my food purchase, but it was not feasible. I contacted customer service once again, informed the new representative of my inability to use my rewards for food, after being told that I could. They were perplexed, and saw no reason why I shouldn't have gotten the credit as the grocery store had the correct merchant code. They understood that I should receive the credit, but did not know why the system was preventing it from going through. They opened a case number XXXX for my reference to look into the matter further. 

On XX/XX/XXXX, I contacted the customer service number for the third time, this time to inquire about the case number. That representative said a notice regarding the case was recently sent out by regular mail to me, and that they could not disclose what it stated. I'd have to wait and receive the letter to learn how it would resolve. 

On XXXX, I received the notice by mail regarding my case number. It requested that I contact another number ( XXXX ) and provide my case number. No other details related to my issue were mentioned. I contacted this number, provided my credentials, and was told that the promotion to apply travel rewards to food purchases, ended at the end of XX/XX/XXXX. I explained my timeline beginning way after the end of that promotion, and they apologized, but could not extend the promotion regardless of what the initial sales reps stated. I explained that I have phone records of the dates I contacted the customer service reps ( XXXX, XX/XX/XXXX, etc ) and that they should review the calls to see what transpired. 

My credit card bill for the food purchase is due on XXXX. I have no alternative now than to pay, else jeopardize my pristine credit rating. I was then told that I could still redeem my points for cash, but that the award would be reduced from {$260.00} statement credit, down to a cash benefit of XXXX, if I did so. Also, the cash would take 14 days to be delivered. 

I am dumbfounded by this treatment from a major financial organization. 

- A company of this size and stature should have well informed customer service reps, who don't disseminate false promotions, especially during a pandemic when lots of people are suffering financially. 
- A case report should not be handled by regular mail when all other communication is performed via email. And the case letter should not be a vague call this number. What benefit does this provide the consumer? This is nothing but a delay tactic, meant to frustrate and annoy the consumer into dropping the issue. 
- The company should have means to extend rules on promotions and give the customer the benefit of the doubt if they are customers with excellent history. Having employees saying nothing can be done is inexcusable, especially when the error is made by the institution. 
- The final outcome of having me take the cash award at a lower value rather than honoring the food allowance they promoted during this pandemic is plain thievery, bait and switch tactic.

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 monetary relief