Consumer complaint received 2018-11-04
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (NV)

Complaint:
On or about XX/XX/2018, I saw an online promotional offer by Bank of America. The offer stated that it was for : New customers only, opening a new Bank account, online, checking and/or savings, and to receive a certain bonus amount. I proceeded to complete its online application with the intent to open a new bank account, as a new customer, to receive that bonus offer ( {$100.00} ). My application was accepted, a New Bank of America Bank Account was opened ( XXXX ), as well as a Debit Card issued. I received a Confirmation Number of ( XXXX ). Approximately 5 business days later, I did receive a new debit card and new account number in the mail. The particular account I chose to open had a Promotion as follows : I must open the account online, make a deposit of at least {$25.00}, and link two ( 2 ) automatic deposits ( minimum of {$250.00} every 30 days ), and must be established within ninety ( 90 ) days of opening the account. On or about XX/XX/2018, I went to deposit {$100.00} into my new account, but the teller said my new online account was closed by the bank. No reason given. During the next several weeks, I called the bank 's 800 number ( s )  trying to find out what happened. No one could help, my issue had to be " escalated '' to a higher power, with the promise I would be contacted with 72 hours. I received no contact. Completely frustrated. Finally, on XX/XX/2018, I was able to " make an appointment '' to speak directly to a representative at a local branch of the bank. After discussing the issue with the bank manager, he indicated that, if I opened a new account ( using my original confirmation number ), there should be no problem linking the Bonus Offer to said account. I asked if they could see why my online account was closed. They had no idea. So I deposited {$100.00} that day. I was told to continue to wait the full 90 days ( XX/XX/2018 ) for the Bonus to be deposited into my account. To that end, on XX/XX/2018, my direct deposit was established and continues to this day, completing my list of tasks to meet the bank 's requirements for the bonus offer. Now, five ( 5 ) months later, I am still waiting to receive the bonus promised by Bank of America. In fact, the many calls I have made during these past months ... being put on hold, stating my case to representative after representative, were not noted in the bank 's system, although each representative claimed they were typing notes to help document my case. I finally asked for and kept one reference number XXXX ( XXXX XXXX, who said she stated my case in writing in the computer, and to call back after XX/XX/XXXX if I hadn't received my {$100.00} bonus. No bonus forthcoming. So, again, I contacted Bank of America Rep, who said she saw " no notes in the system about my issue '' and she could do nothing but " Escalate the Problem '' again. Shameful ...

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