Consumer complaint received 2021-03-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
My Bank of America XXXX XXXX XXXX Visa card offers 3 % cash back in a category of my choice for up to {$2500.00} in purchases per calendar quarter. Since getting the card, I have chosen " Online Shopping '' as my category and I use the card exclusively for that purpose. Since getting the card, I had used it on XXXX multiple times, and was always credited the 3 % cash back since it was an online purchase. On XX/XX/2021, I made a purchase on XXXX with this card in the amount of {$51.00} and it was only credited at 1 % ( the standard for purchases outside the selected category ). At the time, I was unable to speak on the phone due to a XXXX  condition, so I reached out to Bank of America through direct message on their verified XXXX account to ask why that purchase did not qualify for the 3 % bonus cash back rate. Initially, they seemed unwilling to provide any service whatsoever except by phone which, at the time, I was unable to use. After referring them to a link detailing the XXXX requirements for communication, they decided to address the issue. I was told that XXXX was excluded because I needed to make the purchase directly with a merchant as opposed to doing it through what they called " a third party payment processing [. ] '' I pointed out that I had been credited 3 % previously for purchases with XXXX and asked what exactly the criteria was for a transaction to be considered directly with the merchant versus through " a third party payment processing [. ] '' I pointed out that ( at least to the best of my knowledge ) most online merchants do not process payments themselves. I stated that major corporations like XXXX, XXXX XXXX, etc., probably do, but most small ( and even medium-sized ) businesses use some other service to process payments. I further pointed out that, while it is fairly obvious when you are checking out with XXXX, some other processing companies ( I mentioned XXXX XXXX and XXXX as examples ) do not make it obvious when a site is using those services. So, I needed to know first whether they were excluding all online purchases with the exception of those from the biggest corporations who likely process the financial end completely on their own, and also how I am to determine whether a site is using a processing service before making the transaction ( in many cases, there is a notation on the charge, but you can't see that before committing to the purchase and deciding whether to charge it to this credit card or a different one ). On XX/XX/XXXX, I was told by " ^XXXX '' that they would escalate the concern and followup. I still had not heard back on XX/XX/XXXX, so I followed up again and " ^XXXXXXXX  '' told me to allow " some time [. ] '' I said that I had already waited over two weeks for what I felt was a straightforward question, so how much time would it take. I was told by " ^XXXX XXXX that " [ ... ] the case must be resolved within 30 business days from the receipt of the escalation. '' I found it hard to believe that a question about the meaning of their terms ( which, presumably, their customers are supposed to be able to read and understand ) would take 30 business days for Bank of America themselves to figure out. Still, I gave them the 30 business days they asked for. On XX/XX/XXXX, I told them that it had been 30 business days and I wanted my answer. They asked if they could call me and I said they could, but they never did ( or, at least, if they did, they did not leave a message ). On XX/XX/XXXX, they responded again through XXXX, but could only tell me that a letter was sent. I received the letter shortly after, and it had no answer whatsoever. It said that my issue was " being processed '' and that I needed to allow another 14 business days. Why does it take so long for Bank of America to explain their own terms? If certain things are excluded, that's fine. I just need it explained to me. I think I have allowed way more than sufficient time for Bank of America to answer a very simple direct question. I would appreciate an answer.

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