Consumer complaint received 2025-07-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Bank of America, the issuer of the XXXX  XXXX XXXX XXXX and its affiliated XXXX XXXX XXXX  provider. 

Despite multiple requests, the representatives from both Bank of America and XXXX XXXX XXXX have refused to provide me with written documentation outlining the travel-related benefits, protections, and other features associated with my credit card. Instead, I was told that this information could only be conveyed verbally over the phone. I contacted Alaska XXXX XXXX XXXX  XXXX ( via Bank of America ) to obtain documentation about my travel and cardholder benefits. I was transferred to XXXX XXXX XXXX, where two separate representatives refused to send anything in writing, stating they are only allowed to describe benefits verbally. Due to poor call quality, I could not hear most of what was said, and I was left with no usable or accessible information about my own credit card benefits.

This practice is unacceptable and potentially unlawful for several reasons : Applicable Federal and California Consumer Protection Laws Violated : 1. Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq.

TILA and Regulation Z require that clear and conspicuous written disclosures be provided regarding the terms and conditions of a credit card, including benefits that may influence a consumers decision to open or maintain the account.

2. Consumer Financial Protection Act of 2010, 12 U.S.C. 5531 The refusal to provide written benefit information could constitute an unfair, deceptive, or abusive act or practice ( UDAAP ).

3. California Unfair Competition Law ( UCL ), Business & Professions Code 17200 Failing to provide access to benefit terms in writing may be construed as misleading, unfair business conduct, particularly when such benefits are advertised to California residents.

4. California Civil Code 1785.20.3 ( California Consumer Credit Reporting Agencies Act ) Though primarily related to credit reporting, this provision emphasizes a consumers right to access and understand information related to their financial products.

5. California Consumer Legal Remedies Act ( CLRA ), Civil Code 1770 ( a ) Prohibits misrepresenting the benefits of a product or service and withholding necessary written information that impacts a consumers informed use of that product.

As a consumer, I can not make informed financial decisions without access to clear, written benefit terms. I may be denied the ability to use important protections ( e.g., trip insurance, lost luggage, purchase protections ) simply because the issuer will not provide a legally required disclosure.

I was also mislead about the yearly fee of {$95.00} for this card.

I respectfully request that the Consumer Financial Protection Bureau : Investigate Bank of America and its XXXX XXXX XXXX partner for potential violations of federal consumer protection laws. 

Require Bank of America to provide cardholders with complete, written documentation of all benefits and protections.

Enforce corrective action for any unlawful or deceptive conduct.

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