Consumer complaint received 2022-11-23
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:
I contacted Bank of America through their verified XXXX page on XX/XX/XXXX about a {$90.00} transaction that I felt should have been eligible for XXXX  % cash back, but was only credited at XXXX  %. My card allows me to select a category ( I have " online shopping '' selected ) where I get XXXX % cash back for up to {$2500.00} in purchases every XXXX months. I explained that the transaction in question was an online purchase. I was told that the problem was with the type of item, but when I explained that the bonus category was for items purchased online, not any specific type of item, the representative could not explain. Instead, I was given a link to the terms of the cash back program. I reviewed them, and they were exactly as I remembered reading when I got the card. There was a " full listing of exclusions '' for the online shopping category, and I did not feel that this purchase fit any of them. I explained this to the representative and asked for specific details as to which exclusion this purchase fell under. I was told someone would reach out to me by phone. Someone called when I was not home and left a message asking me to call back at XXXX XXXX XXXXXXXX. I did so, and left a message, but heard nothing back. I followed up again on XX/XX/XXXX via XXXX and asked why I did not receive a call back. I was told someone would reach out. Again, I received a message asking me to call the same phone number, but this time, extension XXXX. I called and left another message, but again, heard nothing back. On XX/XX/XXXX, I called the number on the back of my credit card to find out what was going on. I spoke to a supervisor and explained the entire chain of events. I also explained a second cash back problem that occurred in the meantime. I had placed an order for {$28.00} online, which was originally credited properly at XXXX %. I had a problem with the order and disputed the transaction. A conditional credit was issued and the cash back was reversed. I ended up resolving the problem with the merchant, and contacted BoA asking to close the dispute, which they did. The conditional credit was removed, but when the cash back posted again, it was only for XXXX %. The supervisor said that both cash back issues would be looked into, and that I should expect a letter detailing what was discovered within XXXX to XXXX days. Today ( XXXX days later ), I checked my mail, but still received no letter. I called BoA again and spoke to a representative, then another supervisor. Both were very defensive and claimed that the letter should arrive XXXX to XXXX business days from today ( XX/XX/XXXX ). I asked why I was told XXXX to XXXX days ( not business days ) from XX/XX/XXXX, and they both said that they could not speak for the other supervisor, but blamed it on XX/XX/XXXX being a weekend ( as though the prior supervisor had no way to determine the current day of the week ) and claiming that they always speak in business days ( not true ).

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