Consumer complaint received 2025-07-22 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: NY

Complaint narrative:
[ I received a {$4800.00} cashback check from Bank of America as part of my credit card rewards. I deposited the check into my XXXX account via mobile deposit on XX/XX/year>. On XX/XX/year>, the deposit was reversed and {$4800.00} was deducted from my account. XXXX returned the check unpaid, citing Refer to Maker. I later received a formal returned check notice from XXXX. Upon investigation, I discovered that the routing number captured by Chases mobile deposit system was missing the last digit ( it read XXXX instead of the correct XXXX printed on the check ). This likely caused the system to reject the check either due to the incomplete routing number or some other reason that I am not aware of. Because the deposit was attempted via mobile deposit, the original physical check was never surrendered to XXXX and is still in my possession. It was never cashed or deposited in person. However, Bank of America marked the check as " cleared '' in their system, even though it was never actually paid out. I contacted their customer service multiple times and was told the cashback was considered paid, and that I needed to follow up with XXXX. XXXX confirmed the check was returned and never cleared. I am now in possession of an official returned check notice issued by XXXX, confirming that the check was never paid or processed, yet Bank of America refuses to reissue the check or return the cashback to my account. I am requesting that Bank of America acknowledge the check was not cashed, correct their internal status, and refund or reissue the cashback. ] This is a follow-up to my original CFPB complaint ( Case : XXXX ) submitted over a month ago. 

After my initial filing, Bank of America contacted me and assigned a Resolution Specialist. However, after our first conversation, the specialist became unreachable. I left two follow-up voicemails but received no response. It has now been over a month without any resolution, despite my providing all relevant documentation.

Since the original complaint, I have received an official return notice from XXXX XXXX  confirming that the check was never paid. I am still in possession of the original physical check, which was never surrendered or processed. 

It is now abundantly clear that Bank of America has not paid out this {$4800.00} cashback, and their internal records claiming the check was " cleared '' are incorrect. I have made multiple good faith attempts to resolve this directly with Bank of America, but they continue to delay, ignore my follow-ups, and refuse to correct their error. 

As a consumer, I feel I am being treated unfairly and that Bank of America is using procedural deflection to avoid returning money they never actually paid. 

I am now requesting that Bank of America immediately acknowledge the error, correct their internal status, and either reissue the {$4800.00} cashback or credit the amount back to my credit card rewards balance.

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