Consumer complaint received 2026-06-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
1. Bank of America displayed rewards as redeemable, so did XXXX 2. I maintained a {$0.00} balance on this card for a long period before I attempted to redeem 3. I used the rewards on XXXX 4. Bank of America reversed them 5. Bank of America converted it into a purchase 6. Bank of America didn't send alerts other than monthly statement & payment reminder 7. Bank of America reported me delinquent without notice 8. My credit score dropped 9. I paid immediately once you discovered it 10. The rewards STILL show as available 11. The customer service over the phone and over the chat is awful and rude 12. The bank of America has no method of escalating the issue electronically as the message center is not in place, no email is displayed in the 'Help ' or 'Contact us ' section. They made it impossible to reach out and resolve the issue. Summary and details of the issue : Bank of America displayed that I had approximately {$65.00} in redeemable cashback rewards on my credit card ending XXXX. I used the rewards exactly as the system instructed. Bank of America later reversed the redemption, converted it into a purchase, did not notify me in any way, and then reported me delinquent to the credit bureaus. This caused a significant credit score drop. I paid the balance immediately once I discovered the issue. The rewards still show as available in my account today. Details : On my Bank of America credit card account, the online banking system showed that I had approximately {$65.00} in Total Cash Rewards available to redeem. The rewards were clearly displayed as redeemable, and the system allowed me to use them for a redemption. Also, the card had maintained a {$0.00} balance for a long period prior to my attempt to redeem the rewards, so I had no reason to expect any new charges or payment obligations. After I redeemed the rewards, Bank of America reversed the redemption and treated it as a regular purchase. I did not receive any notification from Bank of America about this reversal no email, no text message, no secure message, and no delinquency alert. There were no reminders or warnings that a balance was due. Because I was not notified that the rewards redemption had been reversed and converted into a charge, I was unaware that a balance existed. Bank of America then reported the account as delinquent to the credit bureaus. This caused a significant drop in my credit score. As soon as I discovered the issue, I immediately paid the balance in full. Despite this, the negative reporting remains. Importantly, Bank of Americas system still shows the same {$65.00} in cashback rewards as available and redeemable today, which indicates that the rewards were legitimate and that the reversal was a system error. I attempted to resolve this with Bank of America through customer service, online chat, and by trying to send a written message. Bank of America has removed secure messaging from my account, the mobile app does not provide a messaging option, and the escalation email address provided by Bank of America is no longer functional. Phone and chat representatives have been unable to resolve the issue. Supporting Evidence : Screenshot showing the rewards still available and redeemable Timeline of reversal and lack of notification Proof of immediate payment once discovered Credit score impact I acted in good faith based on the information displayed in Bank of Americas system. The delinquency resulted from a system error and lack of required notice.

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