Consumer complaint received 2025-06-20 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: AZ

Complaint narrative:
I have been a bank of America customer for 18 years. I don't overdraft, i keep well over the minimum amount. I found out recently my bank account ( might ) have been exposed, so I was advised to open a new account and move most of my money over, but keep the old one open for any bills coming out now, and until direct deposit hits the new account, which can take up to a month. I went online and noticed a {$300.00} bonus for opening a new account before XX/XX/XXXX. I noticed my first application did not process the offer code, so I redid the application, and the second time it did process with the offer code. I called to ask them to approve the application with the offer code. I called mere minutes after submitting both. They approved the first application ( without the offer code ) and the department i was speaking with said that I had to be transferred to sales because they can see those applications. The woman who answered sounded sarcastic from the start, but i stayed polite. She said that the offer code is tied to my account. I kept asking her how to verify this so I don't start moving money over, changing my direct deposit, bills, etc. and then have to do it all over again. She just kept saying the offer code was on the account. I told her the first application didn't carry over the offer code, but the second one did, so clearly, there's some mishap and I just want to ensure im getting the bonus that was offered at sign up. She started to argue with me and I quickly realized this isn't going anywhere so i said " can i please speak to someone else? Thank you! '' and she said " SURE! '' and put me on hold a few times, I could hear a dog in the background, and then she sent me all the way back to the beginning of the queue. I have now been waiting to speak to someone, and in the meantime, my account is at risk ... because she doesn't know how to be professional. She could have even warned me that i would be put back into the queue... however, I had already waited, so I don't know why she couldn't transfer me directly to someone else. And the only reason i asked to be transferred it avoid arguing. That's not an unreasonable request. I didn't want to argue and I didnt want to be spoken over. This behavior is unacceptable. I ended up spending another half hour waiting and in the meantime, my account was still compromised and i couldn't move money, because I didnt want to move it all over and change all my ACH/direct deposits if it wasn't the right account with the offer code. I finally got a new representative on the account and now she is saying the offer code is not showing on the account, after the previous representative told me it was showing. So now I am getting conflicting information and i still havent been able to move money from my potentially compromised account to the new account because I dont want to go through the process if Its not tied to the offer code due to a glitch on their end

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