Consumer complaint received 2025-11-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
My issue that is Bank of America offers an " early enrollment '' to their preferred rewards program when opening a checking online, but there is a system error that disallows it from actually working. Specifically, this program provides benefits of decreased fees, interest rate boosters, credit card reward boosters, and additional product discounts. However, per their XXXX ( XXXX  XXXX ) customers are not actually able to obtain this when they select the " Early enrollment '' and open an account online. 

I opened an account on XX/XX/XXXX. I selected " Early enrollment '' for preferred rewards eligibility, decreasing the time to activate preferred rewards from a 3-month minimum balance to " within 30 days. '' I immediately linked my XXXX account that has a > $ XXXX balance that should have made me eligible for their " XXXX XXXX XXXX '' immediately. 

After several days I did not become activated. I spoke with customer service who advised me it would activate on XX/XX/XXXX. 

After XX/XX/XXXX it did not activate. I again spoke with both BOA ( XXXX ) and ML customer service who stated that it XXXX " take up to 30 days '' and advised me it should activate by XX/XX/XXXX. 

On XX/XX/XXXX my checking had a balance > $ XXXX which also meets the threshold. I called shortly after. I explained that based on their terms I should be activated as soon as my balance threshold is hit. I dialed the preferred rewards support number and was transferred to multiple other people and again told I must wait the 30 days contrary to their terms. 

XX/XX/XXXX Discussed with preferred rewards support ( XXXX again ) after rewards did not activate. They advised it would be escalated, I'd hear back within 5 business days. 

XX/XX/XXXX : Received a call from XXXX  XXXX stating I was eligible. That it would be escalated. That she would call be back by XXXX. 

XXXX : Received a call back from XXXX. Again stated I'm eligible. She advised their online signup has an error and does not work, this has been an issue with multiple people affected. She advised me to go to local bank to activate as it can not be done on the phone. She offered to schedule an appointment XXXX : Received additional call from XXXX. She advised that although I met eligibility, because I'm now outside of the 30 day window I can not be activated per the local bank. 

She told me that my new date for eligibility will likely be several business days into XXXX, where they can calculate a XXXX balance. 

Overall, my benefits should have been activated by XX/XX/XXXX ( allowing a few business days for system to recognize balances after creating the account ). But now my enrollment will likely not even be eligible until several days into XXXX per XXXX. At that time I XXXX still have to go into a branch to activate. 

This is a delay of approximately XXXX days. This checking, the associated XXXX  XXXX, and a credit card were all opened on the premise of a " Early enrollment '' providing me immediate benefits. 

I spent hours on the phone with BOA and ML representees while still in their " Early enrollment '' 30 day period and wasn't given a solution other than to literally wait until I was no longer eligible. 

I now have XXXX of a year where I will potentially be charged fees on my checking account, will be charged ATM fees, will be charged higher rates for foreign currency, will not receive an elevated interest rate on a savings account, and will not receive credit card rewards boosts. In addition, I must maintain a > {$100000.00} balance during this time period to still achieve the same benefit that I would've already been granted fora 1 year period.

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 non-monetary relief