Consumer complaint received 2020-12-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 rewards from credit card

Complaint:
I have a Bank of America credit card that offers cashback in 6 categories with the option to select 1 category for bonus cashback. The cash back % is 1-3 % however based on my relationship balance with BOA I was upgraded to Preferred Rewards Platinum Honors ( highest tier ). This also included a 75 % rewards bonus on credit card purchases made with my Business Advantage Cash Rewards Choice Credit Card. On XX/XX/XXXX I planned to make a large purchase of {$9700.00}. I called customer service a few times that day with questions regarding the purchase and my cashback. After I gathered the information I needed I finally felt comfortable enough to make the purchase. The first thing I needed to do was log on and change my category from gas to business consulting services. This was the first time I changed the category since obtaining the card late XXXX. I logged in and out a couple times that day to make sure I did it right. I proceeded with my purchase. A few days later after the weekend passed the transaction finally posted and on XX/XX/XXXX I noticed the cashback paid was incorrect, reflecting 1.75 % instead of 5.25 %. I immediately selected business consulting service category again on XX/XX/XXXX and it finally changed. It was at that time I realized there was a technical issue on the BOA website that caused the category to not properly update the original date of XX/XX/XXXX. Since this was the first time I had ever changed the category I was unaware that the category change should have reflected instantly the day I originally changed it. I called customer service XX/XX/XXXX and explained my issue in great detail, the female representative assured me everything would be ok and that she just needed to open a simple ticket to correct it. I called in late XXXX to check status of previous ticket, the male representative advised no update yet. He also confirmed my previous ticket and said the prev rep left out that it was an online technical issue but he could not add comments once ticket was submitted. Few days later I received a denial from BOA to my original request. I called XXXX and spoke with XXXX ( supervisor ) who I re explained in great detail the situation. She advised she would submit a new request, apologized for what happened with my purchase especially being a new customer. She even requested that I receive {$150.00} bonus cashback. She also confirmed she could see my several calls and even online logins the day of the purchase XX/XX/XXXX and the system issue did not record my category change properly. A few weeks later, I received another denial without any resolution. Since XX/XX/XXXX was when I changed the category again after realizing my first request on XX/XX/XXXX didnt work, Im consistently being told the category was changed after the purchase which is not the case. The XX/XX/XXXX was only when it finally went through properly after my 2nd attempt.

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