Consumer complaint received 2019-06-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I opened the checking and savings accounts with a promo code for {$500.00} XXXX {$300.00} checking and {$200.00} savings XXXX on XX/XX/XXXX and received a letter in the mail dated XX/XX/XXXX confirming enrollment in the {$500.00} bonus and reiterating the terms ( see attached scanned letter BOA sent me with applicable reference number ). On XX/XX/XXXX, I received a {$100.00} incentive in the checking account which perplexed me, so I called customer service on XX/XX/XXXX. After being transferred a few times and spending about an hour on the phone, I chatted with XXXX ( from XXXX    XXXX, AZ ), and he confirmed that I had met the requirements for the {$300.00} incentive for which I had signed up, gave me an escalation reference number ( XXXX ), and told me it would be resolved and corrected within 30 days. He added that the full 90 days still needed to elapse for the {$200.00} savings bonus, of course, which I already understood. Total time on the phone on XX/XX/XXXX : about 1 hour. 

On XX/XX/XXXX, I called back since it had been more than 30 days, nothing had been done, and I was on hold for 20 minutes before speaking with anyone. I first spoke with XXXX who transferred me to XXXX in Advanced Client Services ( XXXX, PA ). I went through the whole spiel again, and XXXX then said he needed to route me to someone else who deals with incentives specifically. It routed me right back to the main/general automated messaging where there is no option to reach anyone for incentives. I finally got XXXX after waiting another 20 minutes who confirmed seeing the escalation and apologized that its still pending. She contacted the department directly for me that deals with incentives since I had been transferred so many times and said to give it another two weeks because every now and then these escalations can take a little over 30 days. XXXX was very kind and apologetic. She also noted that I should expect to receive the {$200.00} savings bonus 6 days after 90 days had elapsed since the $ XXXX hit as this is the normal timeframe. Total time on the phone on XX/XX/XXXX : about XXXX hours. 

On XX/XX/XXXX, I called back because I still hadnt gotten the remaining {$200.00} due for the checking account bonus and waited on hold for 28 minutes before speaking to someone since the incentive line still isnt an option in the automated messaging system. I first spoke with XXXX from Nevada and explained everything to her. She asked to place me on a brief hold and after about 3 minutes she came back on the line and subsequently hung up within a few seconds. It seems she didnt even attempt to call back. I then called back again after XXXX hung up on me, and the hold time was again about XXXX minutes before speaking with a representative. I got XXXX from upstate New York who said it could take up to 45 days for an escalation to be resolved. I noted that the day she and I were speaking was actually day XXXX since XX/XX/XXXX, so she said, You know what youre right, and she then transferred me to someone who was supposed to get it taken care of once and for all. The lady she transferred me to didnt say her name, but she asked for my employee ID. I informed her that Im a customer, not a BOA associate, and she said she only deals with bankers. She routed me back to the wrong and general line again where I waited another 30 minutes and hung up because I was so frustrated. I attempted to call back later that evening and talked with XXXX in NY who changed the story yet again, saying it can sometimes take up to 90 days to resolve an escalation. She apologized that I had been given the run-around so many times from so many different representatives. At this point, Ive met all of the terms for the entire {$500.00} but have only been given {$100.00} of the total incentive. I have spent hours trying to receive assistance from various BOA customer service areas. Total time on the phone on XX/XX/XXXX : Just under 2 hours.

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