Consumer complaint received 2023-09-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit 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:
This is a follow up to my prior complaint XXXX which was not resolved. 

Bank of America called me after that complaint and explained that I should have had XXXX points leftover since the purchase I made used only XXXX points. They also told me to call the XXXX XXXX to get XXXX points added to my account as a compensation for the confusion. Ive called the XXXX XXXX and they have not credited back the points they deducted nor added the XXXX points. They refused to acknowledge that a mistake was made. 

The last representative that I spoke to in the XXXX XXXX escalation line was rude and combative and should be transferred out of that role. 

Heres Bank of Americas original response : Our records show : You contacted the XXXX XXXX XXXX on XX/XX/XXXX and spoke with an agent who you advised that when attempting to book a reservation you were shown different prices and needed assistance with booking a flight from XXXX to XXXX for XXXX adults and XXXX child, from XX/XX/XXXX through XX/XX/XXXX. Once the agent had the requested information a flight was reviewed on XXXX XXXX. After binding the departure, return, and class fare a price of XXXX points equal to {$3900.00} was quoted. When looking at the booking options there were three different options available. Anytime/Anywhere, {$100.00} off the flight cost, or using a credit card only, The associate then advised that due to the number of points in your account you would only be able to use XXXX points to book the reservation and remaining balance of {$2500.00} would need to be paid on the credit card. At this time the call disconnected before agent could advise that prices are only guaranteed once the booking is complete. Additionally, with the Merrill Plus Rewards Programs at the XXXX XXXX, if the total amount is not available with points, the system will automatically select the program to redeem the best point value. At this time, you had XXXX points in your account at the time of booking so the system would have automatically selected the Anytime/Anywhere program that would have used XXXX points off the reservation. While the system was generating the total trip cost, this would be why when booking you were quoted different prices. With the Merrill Plus Rewards programs, Anytime/Anywhere starts at a minimum of XXXX, XXXX points and the Dollars off awards start at a minimum of XXXX. Our research shows that you were also contacted by a XXXX XXXX Servicing Specialist who left a message requesting you contact them directly to discuss your program type further. Heres our response : XXXX XXXX, thank you for sharing the details of your experience with us. We sincerely regret the inconvenience and confusion this matter may have caused. Our goal is to always provide courteous and responsive service. We apologize that, in this instance, we did not meet your expectations. Please be assured that your concerns have been shared with our senior management team as an opportunity to improve the service we provide to all customers. We hope that you will allow us the opportunity to restore your confidence in us in the future. In your letter, you requested we provide you with credit for the difference in cost of your tickets. As there has been no error in the handling of your account, Bank of America respectfully denies your request for {$220.00} compensation, as we do not offer compensation in matters such as this. To get more information regards your program type and further discuss the issue please contact the XXXX XXXX at XXXX, XXXX. I would like to thank you for taking the time to express your concerns. At Bank of America, we make every effort to exceed our clients expectations on a daily basis. I regret that you have been dissatisfied. Please know that your feedback is valuable and has been retained to ensure we are providing the level of service our clients expect and deserve.

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