Consumer complaint received 2019-04-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I have a Bank of America credit card with online access. When logged into my account, there is a " Rewards & Deals '' tab at the top of the screen that then has a drop down menu that says " Special offers. '' On XX/XX/XXXX I noticed that in that special offers section I had an offer for a {$300.00} checking account bonus. I clicked on the bonus offer link and the attached PDF file is the next page I saw. Note how the expiration for this offer is XX/XX/XXXX. 


This bonus required the following : 1. That I receive it directly from Bank of America. I met this as the bonus offer was listed in the special offers tab on my individual online access. Only I have access to this offers page and the offer was listed there for me. 


2. That I open a Bank of America Advantage banking account by XX/XX/XXXX. I met this as I applied and was approved for a Bank of America Advantage Plus checking account on XX/XX/XXXX. 


XXXX. That I direct deposit {$4000.00} or more within 90 days of account opening. I set up my direct deposit with my employer to deposit my paycheck into this checking account and this requirement was met on XX/XX/XXXX. 


Those were all the requirements to receive the {$300.00} bonus. According to the offer, Bank of America had 60 days from XX/XX/XXXX to deposit the bonus into my account. The bonus should have posted to my account by XX/XX/XXXX. 


The bonus did not post to my account by XX/XX/XXXX. I called Bank of America Customer Support on XX/XX/XXXX at approximately XXXX Arizona time to inquire why the bonus did not post. I spoke with XXXX. XXXX confirmed to me that I was targeted for this bonus, but that it had an expiration date of XX/XX/XXXX. I informed XXXX that I had received the offer through the special offers tab on my online access and it stated the offer expires XX/XX/XXXX. XXXX suggested I make an appointment at a local branch and discuss this with them there, and to bring the attached PDF. She stated she would put a note on my account regarding our discussion so that when I met with them they would be aware of the situation. 


I met with XXXX XXXX at the XXXX Bank of America branch in XXXX, AZ on XX/XX/XXXX at approximately XXXX Arizona time. XXXX was unable to see the note left on my account by XXXX, and also was unable to see that I was targeted for this bonus. He could not find any record of the bonus on my account at all. He informed me he would research it and get back to me. 


I was very confused as to why XXXX was unable to see even the expired offer so I called Bank of America Customer Support again on XX/XX/XXXX at XXXX Arizona time. This time I spoke with XXXX. She was able to verify again that I was targeted for this bonus, but also informed me that it had expired XX/XX/XXXX. I informed XXXX as well that I received the offer in XX/XX/XXXX and that it showed an expiration date of XX/XX/XXXX. XXXX was unable to assist me further. 


XXXX XXXX called me on XX/XX/XXXX at approximately XXXX Arizona time to discuss what he was able to find in his research of the issue. He informed me that he now was able to see the offer that expired on XX/XX/XXXX. He had no explanation as to why an expired offer would appear on my special offers tab. He also confirmed that Bank of America would not be honoring the bonus.

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 monetary relief