Consumer complaint received 2024-09-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Ref XX/XX/XXXX XX/XX/year> Statement I disputed the Past Due Amount of {$120.00} and the late fee of {$28.00} posted XX/XX/year> by telepphone and by letter. 

On XX/XX/year> at XXXX XXXX XXXX, I received a call from a XXXX XXXX XXXX at Bank of America at ( XXXX ) XXXX informing me of a past due on my account. Knowing that my account was current, I was confused by the call. I investigated the billing during the call and discovered that my most recent statement showed a past due amount of {$120.00} and a late fee charge of {$28.00}. I disagreed that any amount was past due. 

My minimum payment due on XX/XX/year> was {$550.00}. 
Page XXXX of XXXX on my statement shows a Statement Credit of {$120.00} on XX/XX/year> and a Payment of {$430.00} ( Check no. XXXX ) on XX/XX/year>, totaling {$550.00}. ( See attachment XXXX ) XXXX XXXX then informed me that the Statement Credit was redeemed from my Cash Rewards balance and did not count toward my minimum payment. I asked her where on the website this caveat is stated when given a choice between a check or a statement credit. She conceded that it is not clear where the selection is made and that there is no requirement to read the rules document before participating in the Rewards Program. An email dated XX/XX/year> confirms the cash value of {$120.00} redeemed to XXXX - XXXX. ( See attachment XXXX ) Additionally, it does not make sense that a cash reward is not as good as cash whether redeemed as a check or as a statement creditotherwise it is no reward at all. If I had notice of this rule I would have selected a check then simply applied it toward my minimum payment. The end result would be the same, albeit less efficient. XXXX XXXX agreed and stated that she made a complaint on my behalf to correct the dispute. She placed me on hold. 

XXXX XXXX came back on line after a few minutes and said the complaint was approved and the past due and late fee had been reversed due to my exceptional credit history with Bank of America. She then asked me if I wanted to make a payment toward the amount due on XX/XX/year>. I stated I would send a check in the mail for the Current Payment Due of {$590.00}. ( See attachment XXXX, page XXXX ) I also asked XXXX XXXX if this past due issue was the cause of the XX/XX/year> email I received lowering my credit limit from {$29000.00} to {$28000.00}. She stated it probably was but that I would need to contact customer service on the credit limit issue. I thanked XXXX XXXX for her help and I thought the past due issue was resolved. 

I mailed check no. XXXX on XX/XX/year> in the amount of {$590.00}. The check was received XXXX and my account should be current and paid as agreed. 

On XX/XX/XXXX, I received an email stating, Thank you for speaking with us on XX/XX/year>. We understand you were unable to make a payment at that time. 
We're here to help Thank you for your commitment to bringing your account current. 
This is an attempt to collect a debt and any information obtained will be used for that purpose. ( See attachment XXXX ) This is insulting to me because my account is current and paid as agreed. Misunderstandings of what was said are why I insist on written communication pursuant to the Fair Credit Billing Act in lieu of telephone communication.

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