Consumer complaint received 2025-02-07 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:
I have a credit card account with Bank of America ( BoA ) called XXXX XXXX XXXX  XXXX XXXX. This card has a {$99.00} annual fee and XXXX of the benefits ( in return for the fee ) is an " XXXX XXXX XXXX XXXX '' ( I'll refer to it as XXXX ). With the XXXX, I can receive a credit of up to {$100.00} every 4 years towards a XXXXXXXX XXXX XXXX XXXX XXXX application. In XX/XX/XXXX, I applied for XXXX XXXX and received a credit for the {$85.00} application fee. Since it is coming up on 4 years since using this benefit, I called BoA on XX/XX/XXXX and spoke to a customer service representative ( XXXX ). I wanted to find out if I needed to wait until XX/XX/XXXX ( a full 4 years ) to be able to use the {$100.00} XXXX again, or if I could use it at the beginning of the XXXX calendar year. XXXX wasn't sure so she put me on hold to ask another representative. A few minutes later, she got back to me and said that my XXXX was available immediately. I was a little surprised that it would be available so soon, so I asked her to clarify that I didn't have to wait a full 4 years, and she confirmed that I didn't need to wait that long, and that my {$100.00} credit was available immediately. After talking to her, I applied for XXXX XXXX the next day, XX/XX/XXXX ( hoping that I could use XXXX XXXX for my upcoming XXXXXXXX XXXX  ) and assumed I would be reimbursed for {$100.00} of the {$120.00} application fee. However, BoA only credited me {$15.00} on XX/XX/XXXX. Therefore, I called BoA customer service again on XX/XX/XXXX and spoke to XXXX. XXXX said I was supposed to wait a full 4 years before receiving another {$100.00} reimbursement ( and the {$15.00} credit was the remainder of the {$85.00} XXXXXXXX XXXX fee from XXXX ), but I was given incorrect information by XXXX. I told him about my conversation with XXXX and he submitted a case/request for me to receive the {$100.00} credit that I felt I should have received ( actually {$85.00} since they already credited me {$15.00} ). He said BoA will listen to the phone recording with XXXX and I will receive a letter with a decision on the credit. On XX/XX/XXXX, I received the letter from BoA with a case number ( XXXX ) asking me to call BoA so they can give me an update. On that same day ( XX/XX/XXXX ), I called BoA and spoke to XXXX, who told me that I could not get any additional reimbursement. At my request, she escalated the decision since I was given incorrect information by XXXX. However, after being on hold while she escalated, she got back to me and told me that there was nothing that could be done to get the {$100.00} credit ( she said the only thing that could be done was to provide counseling to XXXX so it doesn't happen again ). I let her know of my disappointment given that I have been a BoA Preferred member for over 28 years and that I would have waited until XX/XX/XXXX to apply for Global Entry if I had been given correct information. However, she continued to tell me nothing could be done. I feel that BoA could easily provide me with the remainder of the {$100.00} ( {$85.00} ) as a courtesy given the BoA employee 's mistake. I'm hoping BoA will realize my value as a long-standing XXXX customer and make this right.

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