Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am writing to formally express my extreme frustration, disappointment, and disgust with the treatment I have received regarding a simple and reasonable request to change my Bank of America credit card product. 
I currently hold the XXXX XXXX XXXX Credit Card, which carries a {$95.00} annual fee and not competitive enough with their incentives and rewards program such as other major companies like XXXX XXXX XXXX and XXXX XXXX XXXXXXXX XXXX both of which I have and use. After carefully reviewing my spending habits, I determined that the XXXXXXXX XXXX XXXX Credit Card, which has no annual fee and is better aligned with my everyday shopping needs, would be a far more appropriate product for me. When I switched from the basic XXXX XXXX  program many years ago, I was never told that I couldn't switch out of the XXXX XXXX program, otherwise I would have stayed with the former with no annual fee. However, during the switch, customer service sales department sold me on the XXXXXXXX XXXX  program with false pretense as if it was the best thing since the invention of the wheel. 
Despite being a loyal Bank of America XXXX for 28 years, and a retired law enforcement officer and military personnel who served the city of NY and government for over 20 years, I was subjected to repeated and unnecessary obstacles. I contacted customer service numerous times and was transferred between multiple departments, receiving conflicting information from absolutely clueless customer service representatives and no clear answers. The product change department informed me that I could not switch cards but provided no explanation or justification for this denial. 
When I requested to speak with the XXXX department, which is the appropriate channel for such concerns, I was again met with resistance. I then asked to escalate the matter to a supervisor within the retention department. During this interaction, a very sweet and sympathetic customer service representative from the XXXX Department named XXXX advised me that the supervisor, XXXX, was unavailable and that I would receive a callback within 24 to 48 hours. To date, this issue remains unresolved. My request was not to leave Bank of America, close my account, or receive special treatmentonly to switch to a different card within the Bank of America XXXX which is more suited to my individual daily needs. 
This experience has been nothing short of egregious. Long-standing customers should not be forced to jump through hoops, endure vague explanations, or be shuffled endlessly between departments simply to make a reasonable product change. The lack of transparency, accountability, and follow-through is unacceptable and reflects poorly on Bank of Americas commitment to customer serviceparticularly toward loyal customers who have maintained a relationship with the bank for nearly three decades.

This isn't the only issue I've had. I recently filed a dispute charge while I was in another country for jewelry that I purchased from a merchant that turned out to be counterfeit. I filed the claim and was still overseas and by the time I came back, the case was closed against my favor. It took hours to get a hold of the dispute resolution team to reopen the case so I can provide further documentation from a certified jeweler that the jewelry was counterfeit, which I did. I went weeks without hearing anything and had to keep calling and spend hours getting a hold of somebody from the dispute department. I was told to fax over proof numerous times until they finally received it. The case is still open. This is just an instance of shoddy and unapologetic customer service for long term clients.

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