Consumer complaint received 2026-03-24 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: FL

Complaint narrative:
Complainant : XXXX XXXX XXXX XXXX XXXX : Bank of America , N.A . Product : Bank of America XXXX Credit Card Issue : Denial of Promotional Offer After Reliance on Employee Statement Date of Incident : XX/XX/year> Date of Denial Letter : XX/XX/year> Branch Involved : XXXX, XXXX Employees Involved : XXXX XXXX ( Bank Associate ) XXXX XXXX ( Branch Manager ) XXXX XXXX ( XXXX XXXX ) XXXX XXXX ( Escalation Officer ) To CFPB : I am filing this complaint regarding Bank of Americas refusal to honor a XXXX XXXX promotional offer that I relied upon when opening a Bank of America XXXX credit card. On XX/XX/year>, I visited the Bank of America XXXX location, XXXXXXXX XXXX and spoke with employee XXXX XXXX. I specifically asked him whether, if I applied that day ( XX/XX/XXXX ), if I would still be eligible for the XXXX XXXX ticket promotion. He told me that they have a memo stating the promotion had been extended and he confirmed that if I applied that day, I would still qualify. Based on his statements, I applied for the XXXX credit card in the branch on XX/XX/XXXX. I relied on the information provided by the Bank of America employee when deciding to open the account. On XX/XX/XXXX after several emails and leaving messages for XXXX XXXX about not being able to access any ticket buying opportunity, I received a call from XXXX XXXX, the branch XXXX, who informed me that I was not eligible for the promotion and that there is no way they could get me tickets. She stated that there was some type of miscommunication, and that the memo only referred to being able to apply for the XXXX card with the XXXX XXXX logo, not an extension of eligibility for the ticket promotion. This directly contradicted what I was told when I opened the account. I escalated the matter to XXXX XXXX XXXX XXXX, who apologized for the situation and submitted a formal escalation request on my behalf. On XX/XX/year>, I received a call from escalation XXXX XXXX XXXX, who stated that the bank would not honor the promotion. He said the branch denied telling me the promotion was extended. When I asked how I would have known about the internal memo if it had not been communicated to me, he did not provide an answer. I asked him if he read the emails I sent where the branch manager advised she was elevating to the marketing director to rectify the situation. He had no response for that either. He also stated that the bank could not verify what I was claiming, despite my emails to them and the phone calls. I requested a written summary of the banks decision. On XX/XX/year>, I received a denial letter stating that the promotion ended on XX/XX/XXXX and that the bank found no record of an extension being offered or communicated. The letter does not address the fact that I relied on the employees statements when opening the account, nor does it explain how I could have known about the memo unless it was communicated to me. Neither does it address the emails. Those alone confirm this conversation was had. Yesterday I received an email form Bank of America that they are currently advertising a new XXXX XXXX XXXX promotion ( XXXX XXXX XXXX XXXX ), which demonstrates that the bank is fully capable of offering XXXX XXXXrelated benefits. This makes the refusal to honor the promotion I relied on even more concerning. I have been a Bank of America customer for over XXXX years. I acted in good faith based on information provided by a Bank of America employee. The banks refusal to honor the promotion, combined with inconsistent explanations and the inability to account for the memo referenced to me, nor the emails raises concerns about misleading promotional practices and inadequate internal controls. I am requesting that Bank of America honor the promotion I relied upon or provide an equivalent remedy. Respectfully XXXX XXXXXXXX XXXX XXXX P.S. Pleas see atathced documents verifying all information provided above in my letter. Thank you!

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