Consumer complaint received 2016-12-06
Company: BANK OF THE WEST
State: CA
Product: Credit card
Issue: Rewards

Complaint:
XX/XX/2016, as I logged into my rewards account for Bank of the West credit card, there was a notification box that indicated our account would be changed from the current rewards program to a cash-back program, effective XX/XX/2016. The same information box indicated that if our current points were not redeemed, they would automatically be converted to a cash reward ( credit to our statement ) at 1 % XXXX our balance was nearly XXXX points ). I called on several separate occasions to ask various questions about what type of account we were going to be converted to, when our points would be reflected on our account as a cash reward and when the new 1 % cash back rewards program would be effective. I was told the same information on at least 4 different occasions, by XXXX different people : we would see our converted existing points in XX/XX/XXXX ( which would amount to approximately {$460.00} ) and the new rewards program would become effective XX/XX/2016 and I would start to see the rewards on my monthly statement. As if XX/XX/2016, I had not seen the conversion of our points or the new rewards program - so I called to inquire. Suddenly, the rewards department could n't tell me anything since they had no information on my account. Somehow they could n't look up anything by my account number. The main customer service department could n't tell me anything either - and referred me back to the rewards department who had no information for me. I asked to speak to a supervisor at the customer service department ( I was connected with someone named XXXX ). After 30 minutes on the phone with XXXX, he told me that I should have received a letter stating that my account was being converted from an employee account ( I have n't been an employee of theirs for over 12 years! ) to a standard no-rewards account ; the letter supposedly indicated that if my points were not redeemed, they would be forfeited. I told him I had several conversations with various different people at Bank of the West and NO ONE mentioned anything to me about this - not to mention I never received a letter indicating any of the information he shared with me. Had I been aware, i would have taken steps to ensure my points were not forfeited. He told me at the end of our phone call on XX/XX/XXXX that he would be researching and would call me back by Monday, XX/XX/2016. They were going to confirm the message I viewed upon logging in to the rewards account in XX/XX/XXXX matched the information I was providing him. Since the login screen was the ONLY information I received about our rewards account changing - and was confirmed by several conversations with Bank of the West, I would not have any reason to believe other steps needed to be taken. XXXX also indicated that I would have to " re-apply '' to be included on the 1 % cash back rewards program - when I was told that our account was being automatically converted. I have heard nothing from Bank of the West after XXXX promised to call back by XX/XX/2016. I 'm unsure what steps to take in order to collect the nearly {$460.00} that is due to me in the form of a credit on my statement. I am helpless in the scam and fraudulent information that was provided to me about converting the points and making my account another type of rewards account. Suddenly they are not willing to provide me what is due.

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