Consumer complaint received 2026-03-18 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: TX

Complaint narrative:
On XX/XX/XXXX, I opened a new Bank of America Advantage Banking checking account online through the promotional offer landing page provided by Bank of America. The offer stated that I would receive a {$500.00} cash bonus after receiving {$10000.00} or more in qualifying direct deposits within 90 days of account opening. The visible terms on the landing page I reviewed and agreed to stated only : " Open a new eligible personal checking account. '' There was no mention of any exclusion based on having previously owned or co-owned a Bank of America personal checking account within the previous 12 months ( or any other prior-account restriction ). I met the stated requirements by receiving more than {$10000.00} in qualifying direct deposits within the 90-day period. However, the bonus did not post to my account. On XX/XX/XXXX, I called Bank of America customer service to inquire about the missing bonus and provided proof of the offer terms from the landing page I used. The representative submitted a ticket for review. On XX/XX/XXXX, the ticket was closed internally with the bonus denied, citing a 12-month prior-account requirement. I was not notified of this closure or denial at that time. I only learned of the denial when I followed up by calling again on XX/XX/XXXX. The representative then informed me that I was ineligible because " the offer says customer can not have had an opened account within the previous 12 months. '' This restriction was not disclosed on the promotional landing page I used to open the account and was not part of the terms I agreed to on XX/XX/XXXX. I have preserved a screenshot/PDF of the exact promotional landing page I used on XX/XX/XXXX, which shows only the requirement to open a new eligible personal checking account and the direct deposit thresholds for the {$500.00} bonus with no reference to any 12-month prior-account exclusion. ( I will attach this evidence to the complaint. ) This appears to be a case of misleading or deceptive advertising and unfair practices, as the key eligibility restriction was omitted from the primary promotional page that induced me to open the account. I relied on the terms presented at the time of opening and fulfilled all disclosed requirements, yet the bonus was denied based on undisclosed criteria. Additionally, Bank of America failed to promptly communicate the denial decision after closing the internal ticket, which further delayed resolution. I am requesting that Bank of America honor the {$500.00} bonus as advertised on the landing page I used, or provide a clear written explanation ( with evidence from the exact page I viewed on XX/XX/XXXX ) showing where the 12-month prior-account exclusion was disclosed at the time of application. I also request confirmation of why the ticket was closed without notification and any corrective action for the communication failure.

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