Consumer complaint received 2021-08-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/XXXX - I called Bank of America to ask questions about my balance transfer offer. The rep. transferred me to an account manager ( XXXX ) in FL. XXXX told me of another promo on my account, which was a direct deposit to my checking acct. with 0 % APR, 3 % transaction fee, and a longer period of time before I would have to do it and it was good until XX/XX/XXXX. This offer gave me longer before I needed to do it and a longer period of time before it had to be paid back in full. 
XX/XX/XXXX - I called back and spoke with XXXX and she verified that she could see the offer in my account. 
XX/XX/XXXX - I called to accept the offer and XXXX told me she saw the offer, but was unable to do the transaction and had to send me to another department to have them do it. When I got to XXXX, she said that was not an offer on my account. I asked for a manager, but I was denied one. She told me that her manager would be back in on Tuesday and that I would receive a call, but I did not. 
XX/XX/XXXX - I called back and spoke with XXXX and he couldn't find the offer. I asked for a manager, but was denied. 
XX/XX/XXXX - I called a local Bank of America in XXXX, IL and spoke with XXXX. She said she would have a manager call me, but a rep called instead. I asked for a manager, but was again denied. 
XX/XX/XXXX - I asked XXXX to have XXXX XXXX, her manager call me, but he did not do so. 
XX/XX/XXXX - I spoke with XXXX. He said the offer was not there. When I asked for a manager, I was denied AGAIN!!!!!!!!! 
XX/XX/XXXX - I received a call from XXXX XXXX, XXXX 's manager. She indicated that she had listened to the call from XX/XX/XXXX between the acct. manager, XXXX, and myself. She said that I was indeed correct in what I said that he told me. She did say that he said it was good until XX/XX/XXXX, not XX/XX/XXXX. She then said that he only forgot to tell me one thing and that was that the offer was ONLY good for the day I called!!! WHAT?!?!?! I asked more than one time, knowing full well that I would not get him when I called in to accept the offer, plus the fact that I could not see the offer because it was simply a promo in their system, how to describe the offer to the rep I talked to. He said to just describe the terms of the direct deposit deal and they would find it with no problem in my account. So, the manager listened to the call, agreed that he did say what I told her he said, AND she did acknowledge that he forgot to tell me the most important detail of all - that it was only good for that day on that call!!!! When I told her to make it right, she said she could not!?!?!?!?! The Bank of America employ made the mistake, NOT me!!! In addition, I have now passed up the balance transfer offer on my new account on purpose, as the direct deposit was a better deal. In addition, it would have allowed me to help my nephew whose son has XXXX  XXXX XXXX. Why was I told about this offer if it was not an option. Bank of America made the mistake and they need to make it right.

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 non-monetary relief