Consumer complaint received 2026-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
Since XX/XX/XXXX, when I paid a {$390.00} annual fee for an XXXX XXXX XXXX XXXX XXXX VISA XXXX Card credit card issued by Bank of America, I have repeatedly been unable to use the advertised free in-flight Wi-Fi benefit associated with the card. Between XX/XX/XXXX and XX/XX/XXXX, I took XXXX ( XXXX ) XXXX XXXX flights where onboard Wi-Fi was available. On every flight, the Wi-Fi benefit associated with my credit card was unavailable or did not work. During these same flights, another cardholder seated next to me my husband was able to use his benefit successfully, indicating that the issue was specific to my account rather than an aircraft or network limitation. I contacted onboard staff and customer service multiple times to report the issue and seek assistance. I requested clarification on why the advertised benefit was not available on my account, confirmation that the benefit was properly provisioned, and assistance restoring access. I was instructed to purchase Wi-Fi out of pocket and request reimbursement. However, when I attempted to follow these instructions, I was redirected between departments or faced excessive wait times exceeding XXXX ( XXXX ) hours without resolution. In XX/XX/XXXX, while speaking with customer service at the Alaska XXXX customer service XXXX XXXX XXXXXXXX XXXX XXXX XXXX I encountered another passenger experiencing the same Wi-Fi benefit issue. This raised concerns that the problem may reflect a broader pattern affecting multiple customers rather than an isolated incident. Due to the failure to provide the advertised benefit, I incurred out-of-pocket costs for Wi-Fi purchases and spent significant time attempting to resolve the issue. The repeated inability to access a core advertised benefit has created an ongoing and unreasonable burden, and as of now, the benefit remains unusable with no clear explanation or correction provided. I am concerned that this situation reflects a failure in benefit provisioning and oversight, and potentially indicates deficiencies in internal controls related to administration of advertised card benefits. The repeated failures across the flights listed below demonstrate that the issue is persistent rather than isolated. Attachments Supporting Documentation Credit card statement reflecting the {$390.00} annual fee for the AXXXX XXXX XXXX XXXX XXXX VISA XXXX Card, demonstrating payment for a product advertised to include in-flight Wi-Fi benefits. XXXX XXXX in-flight Wi-Fi purchase receipts showing out-of-pocket expenses incurred when the advertised benefit was unavailable. Appendix XXXX XXXXXXXX Flights Where XXXX Benefit Was Unavailable The following XXXX XXXX XXXXXXXX were taken between XX/XX/XXXX and XX/XX/XXXX during which onboard Wi-Fi was available but the credit card Wi-Fi benefit was unavailable or unusable : XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX ( XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX ( XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX Confirmation Code XXXX XXXXXXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX Confirmation Code XXXX XXXXXXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ) XX/XX/XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX )

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