Consumer complaint received 2025-02-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Dear Sir, On XX/XX/XXXX, I visited the Bank of America XXXX XXXX XXXX, XXXX, CA, with a credit card promotion letter I had received ( Personal Secure Code No. XXXX ). I presented the letter to the employee, XXXX XXXX XXXX ( XXXX ), and inquired whether I could open the card with the promotional offer mentioned in the letter. 

However, after the card was opened, I realized that the promotion I was supposed to receivea {$300.00} reward and 18 months of 0 % interestwas not applied. Instead, XXXX XXXX opened a card with only a {$200.00} reward and 15 months of 0 % interest, which was not the offer I had originally been promised. 

When I asked why the incorrect card was opened, XXXX XXXX spoke with the branch manager, XXXX XXXX ( XXXX ). After their discussion, they assured me that if I returned on XX/XX/XXXX, they would enter the personal secure code and ensure I received the correct promotion. They assured me not to worry and advised me to return the next morning. 

However, on XX/XX/XXXX, I visited the branch twice ( morning and afternoon ), but the issue was still not resolved. They then informed me that they would call me the following week, but I never received any call. 

On the same day, XX/XX/XXXX, I called the Bank of America credit card department to report this issue ( Case Reference # XXXX ). They informed me that once the card was issued, I might be able to enter the Personal Secure Code No. XXXX and receive the original promotion. They advised me to wait for further resolution. 

Since I received no follow-up, I visited the XXXX XXXX XXXX on XX/XX/XXXX. There, XXXX XXXX and XXXX XXXX ( Supervisor ) once again advised me to wait, assuring me that they would call around XX/XX/XXXX or XXXX. However, they never called. 

While waiting, I called the credit card department again, and they informed me that this issue was handled by the sales department and suggested I contact them directly. 

I then spoke with the sales department, and both departments provided the same responsethey could apply the promotion only if I opened a new credit card and stated that the promotion could not be applied to the existing card. They also mentioned that this issue must be resolved by the XXXX XXXX XXXX, where the card was originally opened. 

However, while at the XXXX branch, I witnessed employees speaking with the credit card department over the phone, clearly stating that " this issue is not exclusive to online applications, and it can also be handled at the branch, but the personal secure code was not entered properly. '' Despite this, in the end, the branch misled me by falsely claiming that the promotion was only available for online applications, which contradicts what they initially told both me and the credit card department. 

By XX/XX/XXXX, I still had not received any follow-up, so I visited the XXXX XXXX once again. This time, they told me that the promotion was only available for online applications, and they could not resolve the issue. 

Even though they admitted the error, they still insisted that I should keep the card and accept the incorrect offer, which is completely unreasonable. Initially, I was told I could open the card with this promotion at the branch, but after their mistake, they continued to delay the resolution. In the end, due to their error, I am the one who is suffering financial loss. 

Throughout this process, the customer service I received was extremely poor. On the final day ( XX/XX/XXXX ), another employee called me and simply repeated the same explanation without offering a solution. 

I have now spent over 10 hours dealing with this issue and have visited the bank more than four times. 

I urge you to take immediate action against this unfair treatment by the bank and ensure that I receive the original promotion I was promised. 

I look forward to your prompt resolution of this matter.

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