Consumer complaint received 2020-05-17
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 rewards from credit card

Complaint:
I have Bank of America 's XXXX XXXX XXXX Cash Rewards Visa credit card. According to the terms of the card, I am supposed to get 3 % cash back on a category of my choice ( which has been " Online Shopping '' since I first received the card ) for up to {$2500.00} in purchases each quarter. Around the time I got the card, I contacted Bank of America through their XXXX page to ask if the quarters were based on 3-month calendar quarters, or if they were based on statement dates or calculated some other way. I also asked if a transaction was grouped into a given quarter based on the transaction date or the posting date. On XX/XX/2020, I received a message from ^XXXX  ( from BoA ) through XXXX . They said ( in part ), " The 1st quarter begins XX/XX/XXXX and ends XX/XX/XXXX. Since we honor the transaction date, a purchase made on XX/XX/2020 that posts on XX/XX/2020 will be applied to the first quarter. '' I proceeded to use my card based on that information. I received accurate cash back until my XXXX statement when I received an amount I could not figure out. On XX/XX/XXXX, I called BoA by phone and tried to figure out what was going on. I first spoke to XXXX, who explained that I had exceeded my {$2500.00}, and thus, was only getting 1 % cash back for a portion of my purchases on that statement. I told him that I had only spent {$2400.00} so far in the second quarter and that everything on my XXXX statement ( with the exception of the foreign transaction fee, which I understand does not generate any cash back ) was an online purchase and should have been eligible for 3 %. XXXX continued to state that I exceeded my {$2500.00}, but did not offer any proof or explanation of that claim. I asked for a supervisor, and was transferred to a woman who seemed very professional ( unfortunately, I do not remember her name ). After putting me on hold, she agreed that something was strange, and that my cash back did not seem to have been computed correctly. She said that she could not alter the cash back amount, but that she could offer me a statement credit in the amount of {$5.00}. She was clear with me that the {$5.00} was more than the amount I was entitled to ( after being added to the cash back I actually did receive ), but she explained that she was figuring out the difference between the cash back I had received that quarter and the total cash back I should have received for spending the full {$2500.00} ( as stipulated above, I had not quite spent the whole {$2500.00}, so, as she and I were both aware, she was giving me a little more than I was actually entitled to ). I asked her when I could expect the credit to post, and she said by Monday or Tuesday ( XX/XX/XXXX or XXXX ). I thanked her, and hung up very satisfied. However, by Wednesday, XX/XX/XXXX, I did not yet have the credit. I called BoA again and spoke with XXXX. After looking into what was going on, he said that he could see that I had called on XX/XX/XXXX, but that there was no notation of any credit having been given. He also said that there were no " notes '' made by the people I spoke to, which he seemed to think was unusual. He reviewed the case some more and said that he felt I had gone over my {$2500.00} cap due to 3 transactions made at the end of XXXX that posted on XX/XX/XXXX. I explained what I was told on XXXX about the cash back quarter being based on the transaction date not the posting date. He said that was not true, to which I said that I was making purchase decisions ( including doing more business with BoA ) as a result of that misinformation. I also asked why I was promised a {$5.00} credit and didn't receive it. He said he would have someone call me back within 1 business day. That would have been by XX/XX/XXXX. It is XX/XX/XXXX, and I have heard nothing.

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