Consumer complaint received 2017-08-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
This complaint is regarding the rental car insurance offered by XXXX, a benefit included with the card ; specifically, the credit card I have is a Spirit 'World ' XXXX, via Bank of America . They continue to create 'glitches ', and tell me a 'check is in the mail ' for my rental car insurance claim, although a check has never arrived. For a screen shot of the claim number and info from my 'XXXX  Claim login ', please click here : XXXX Here 's a brief timeline of the experience : 1 ) I decide to enroll/have a Spirit 'World ' Mastercard, because of the traveler 's benefits included with the card. The benefit relevant to this claim is the 'rental car insurance '. 2 ) While traveling in Puerto Rico, somehow the front fender is lightly damaged on a XXXX compact car that is rented. It appears two plastic clips 'popped out '. This information is reported immediately to the car rental company, and I immediately open a claim with XXXX Card Benefits, and provide as much paperwork as possible. Since I only have liability car insurance, this means that the rental car insurance offered by XXXX is valid, and the primary insurance. I now have a 6 month 'window ' to provide all paperwork required for the claim. 3 ) I am charged about {$470.00} dollars for the damage by XXXX XXXX XXXX, on my Spirit credit card. 3 ) Over the span of the next several months ( less than 6 months by far ) I provide all paperwork requested for the claim. The claims adjuster is a person named XXXX XXXX, and I learn that a '3rd party ' processes these claims for XXXX . XXXX XXXX is employed by this company, XXXX XXXX XXXX XXXX, based in Ohio. 4 ) All required paperwork is submitted, and I receive a confirmation email saying that all paperwork has been submitted. 5 ) When the '6 month ' window has been reached, a confusing email is sent to me from XXXX XXXX . It states that " all information has been received, but more information is required '' so my " claim is now closed at this time ''. This statement does n't make sense, so I contact XXXX, and am referred to the XXXX party that processes claims, XXXX XXXX XXXX XXXX, and XXXX XXXX, the claims XXXX. 6 ) I call XXXX XXXX, and he says that they thought the check was supposed to be sent to the car rental company, and since the car rental company did n't submit any paperwork, they decided to not send a check/complete the claim. XXXX XXXX apologizes for this error, and says that a check is now 'in the mail ', 'expect a blue envelope in 8-12 days '. 7 ) 8-12 pass, and no check arrives. I contact XXXX XXXX, and he apologizes and says the check was never sent. He says there was an error by the people who cut checks. He then says the check will be sent again, expect a 'blue envelope in 8-12 days '. 8 ) 8-12 days pass, and no check arrives. I contact XXXX XXXX, and he says the check was sent. I mention that I am now getting mail forwarded to a new address, and he says that was probably the issue. He asks what my new address is, and say that a new check will be sent to my new address, and to wait '8-12 days for a blue envelope '. 9 ) 8-12 days pass, and no check arrives. I have now written several emails to XXXX XXXX asking if they can confirm that the check has been sent, and is on the way. I receive no response, although several emails were sent from me to XXXX XXXX on different days. 10 ) 8-12 days have passed, and no check has been received. I am now writing a complaint with you, because I believe I am being defrauded/cheated. It has been over 2 months since XXXX XXXX Claims have initially said ' we never sent the check, and a blue check is in the mail, wait 8-12 days '' multiple times ; no check has arrived to any mailbox, in any way. It is almost mathematically impossible that multiple checks did n't reach their destination ( me ), and strange that my claim was closed, then XXXX XXXX apologized and said the check will be sent, I followed up and he said 'the check was never sent and will resend '', and now multiple 're-sends ' have not reached me over two months. 11 ) I believe XXXX XXXX XXXX is offering multiples 'glitches ' and 'mistakes ' in hopes that I will 'give up ', and I 'm guessing they are doing this to other people. It is possible that this is a way to avoid fulfilling the 'car rental insurance ' offered by Spirit Airlines/XXXX/Bank of America ; they offer a great product, and then have a 3rd party administer it in a shady manner so that many of the claims go unclaimed/unfullfilled. 12 ) for the claim number associated with this, and a screen shot of the 'status ' from XXXX , please click here : XXXX XXXX XXXX Thank you for any help, support, and assistance with this matter. It has now been 2 months since XXXX XXXX XXXX have been claiming 'a check is in the mail ', and 8 month since the initial claim was submitted. I am acting 'good faith ', and hope you have a great week.

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