Consumer complaint received 2025-10-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I am writing to formally submit a complaint regarding an incorrect interest charge and the mishandling of my refund request following a 0 % APR promotional offer that I received and used in good faith. 
On XX/XX/XXXX, I received a promotional email from Bank of America offering a low-rate/0 % APR direct deposit or balance transfer. I have received and successfully used similar promotional offers in the past. After receiving the email, I decided to pay off my previous promotional balance so I could take advantage of the new offer. 
On XX/XX/XXXX, I opened the email and followed the link provided, which led me to a Bank of America page titled Credit Card Balance Transfer and Direct Deposit ( URL : http XXXX : XXXX? XXXX XXXX ). After selecting View Offers, I proceeded to the offer page, where I submitted my direct deposit request, which clearly displayed 0 % APR and 0 transaction fee. 
However, when I returned from vacation in early XXXX, I noticed a {$690.00} interest charge dated XX/XX/XXXX on my account. I immediately contacted customer service on Thursday, XX/XX/XXXX, and was told that a refund request would be submitted. On Friday, XX/XX/XXXX, I followed up and was informed that the request was under review by the back office. Then, on Monday, XX/XX/XXXX, at XXXX XXXX, I received an email stating that my refund request was declined without any explanation. 
On Tuesday, XX/XX/XXXX, I visited the XXXX XXXX XXXX and spoke with XXXX, to whom I showed the promotional email as proof. He contacted the credit card department on my behalf, but they claimed there was no record of any promotion on my account during that time which directly contradicts the evidence I provided. 
Later that same day, I called the marketing department, who confirmed that since the refund request was already declined, they could not make changes but submitted a complaint on my behalf. On Wednesday, I called again to follow up, and was told that my complaint would not change the outcome unless escalated to a manager. 
After several attempts, I finally spoke with a manager on Tuesday, XX/XX/XXXX, who stated that there was nothing he could do since the back office had already declined my request. He mentioned escalating it to his superior and suggested that I return to a financial center once more. 
At this point, I have spent weeks being transferred between departments, repeatedly explaining my situation, providing documentation ( including the promotional email ), and yet I have received no resolution. It is unacceptable that I am being charged nearly {$700.00} in interest for a 0 % APR offer that was clearly communicated by Bank of America, and then told that the system has no record of it despite having the original promotional email as proof. 
To make matters worse, my upcoming XX/XX/XXXX statement will also include over {$1000.00} in additional interest charges due to this same unresolved issue further compounding the financial harm caused by this error.

I am requesting : 1. A full refund of all interest charges, including the {$690.00} and the additional amount scheduled to post on XX/XX/XXXX. 
2. A written explanation of how this error occurred.

3. Confirmation that similar promotional emails are properly linked to customer accounts to prevent future issues. 
I trust that Bank of America will take this matter seriously and address it promptly. Please confirm receipt of this complaint and provide me with a written response within 10 business days.

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