Consumer complaint received 2026-06-01 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: IL

Complaint narrative:
I am requesting compensation of approximately {$5000.00} for the loss of more than XXXX earned XXXX points and the annual fees I have paid since opening and maintaining this card in XXXX. I opened and maintained this credit card for one reason : the XXXX XXXX rewards program. I do not carry multiple rewards credit cards, and I intentionally directed the vast majority of my household spending to this card because of the travel benefits and points that were being offered. As a parent of XXXX XXXX, the ability to earn affordable family travel was the primary reason I chose this card and continued paying annual fees year after year. My husband also maintained a Bank of America XXXX XXXX credit card, paid annual fees, achieved XXXX Status through his loyalty and spending, and accumulated a substantial rewards balance of his own. I achieved XXXX XXXX. Together, we made a conscious decision to use these cards for nearly all of our purchases because of the rewards program and the value it promised. We earned elite status, paid annual fees, and accumulated rewards in good faith based on the expectation that the points we earned would remain available for future travel. Over the years, Bank of America benefited from our loyalty, spending, annual fees, and interest charges. We continued to use these cards because of the value of the rewards program and the belief that the points we were earning would provide meaningful future travel opportunities for our family. Instead, after years of loyalty, spending, annual fee payments, and interest charges, I am left with more than XXXX points that can no longer be meaningfully used. Had I known these rewards would ultimately become worthless, I would have selected a different credit card and rewards program for my family 's spending. Bank of America encouraged cardholders to continue spending and accumulating rewards while benefiting from the transaction volume, fees, and interest generated by those accounts. Please note that the XXXX point balance referenced in this complaint is based on the most recent documentation available to me. Since XXXX 's rewards platform is no longer accessible, I am unable to verify my final point balance. In addition, I had recently charged approximately {$10000.00} in hotel expenses related to a work trip that had not yet been credited to my rewards account. As a result, I believe my actual point balance exceeded the amount reflected in the documentation I have attached. Bank of America has access to my complete account history, spending activity, and rewards accrual records and can verify my actual balance. I believe a fair resolution would be monetary compensation that reflects the value of the rewards earned, the annual fees paid since XXXX, and the benefits that were marketed to and relied upon by cardholders. The compensation amount requested is a reasonable estimate of the value that was earned through years of spending and loyalty and subsequently lost. Consumers who acted in good faith should not lose years of accumulated rewards and paid benefits through no fault of their own. I am seeking a reasonable financial remedy that reflects the value that was earned, promised, and ultimately lost.

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