Consumer complaint received 2022-05-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have been a BOA customer since XX/XX/XXXX and Opened BOA cash rewards credit ending with XXXX on XX/XX/XXXX. When I signed up for the card, I was provided with Benefits such as Lost luggage, Purchase Security, and Automotive protection ( Rental Collision and Damage Waiver Protection ). 
I recently called the customer service to inquire about the card benefits and after being bounced like a ball multiple times between their different departments, I was advised that the Rental/Automotive protection benefit has been removed from the Cash Rewards Credit Cards When I asked them how such an important card benefit was removed without sending any communication out for customers and Still showing that its available on the BOA mobile app. The representative and supervisor ( XXXX XXXX. ) I spoke with were claiming the communication was sent out but upon asking when they sent out that communication, they had no answer or evidence to provide that the customer was ever informed about this Credit Card Protection benefit removal. 
I have been a BOA customer for years and now they have proved twice that their policies are very shady and they do not care about customers at all and customers are at least interested in this bank. 
When they make such a big change on the credit cards and removes the benefits that customer signed for thinking this is going to provide them peace of mind in those horrific situations in case someone happens to be in a rental accident after that they find out the benefit was removed by Bank without even sending any correspondence or notifications to the customers who signed up for this card, I cant even imagine what mindset and situation they will find themselves into. 
Bank of America has already had never been there for me when I trusted them they made a huge mistake on my last claim where I almost lost more than {$3000.00} because their dispute department was not aware of the process and until I started exploring my legal options and filled multiple complaints they told me they have corrected the error but I already lost almost 3-4 months chasing them and 1000s of phone call where they could not help but only will insult the customer so we get frustrated and leave them with no hope. 
This is again such incident where I am finding a big business misconduct behavior where they could right by not sending the notification about such benefits removal from credit card to customers but this is no way ethical to the customers who trusted this Bank and signed up for the credit with such benefits which they removed unannounced and trying to sneak in. 
When I inquired about this more in detail the supervisor stated this benefit was removed last year in XXXX XXXX but they dont have any records of when and what notifications were sent out advising the customer about this change/removal. He kept mentioning that its under the terms and conditions that they can change the benefits any time which by no means I am questioning here but at least being the customer with this card it is my Right to know what is being changed/removed/modified such information can not go unannounced. 
I take the responsibility of educating the customers with this card and preventing anyone If this helps to make them aware before they get into any situation. It is still hard for me to witness such carelessness by this Bank but as I mentioned this has already happed to me twice and I am totally prepared for what these people can do to stab their customers in the back but it only looks like the start of the downhill for the BOA and we all will see where it ends if they still dont realize their business misconducts.

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 explanation