Consumer complaint received 2026-06-10 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: MA

Complaint narrative:
Date : XX/XX/year> Florida Attorney General 's Office Consumer Protection Division Re : Consumer Complaint Against XXXX XXXX and Bank of America Dear Sir or Madam : I am filing this complaint against XXXX XXXX and Bank of America for misleading and deceptive representations concerning my XXXX XXXX loyalty rewards, elite status benefits, travel vouchers, and related financial losses. For many years, I was a loyal XXXX XXXX customer and a Bank of America XXXX XXXX credit card holder. Through my spending and participation in the loyalty program, I accumulated approximately XXXX XXXX loyalty points, earned XXXX XXXX, and held approximately {$240.00} in travel vouchers. I also paid annual fees and directed significant spending to the co-branded credit card specifically to earn and utilize these rewards and benefits. As concerns regarding XXXX XXXX ' financial condition became public, I proactively contacted both XXXX XXXX and Bank of America on multiple occasions to determine whether my loyalty points, XXXX XXXX, and travel vouchers were at risk. During these conversations, representatives of both companies assured me that my points, status, and vouchers would not disappear. Because these assurances were important to my financial and travel decisions, I specifically requested that these representations be provided to me in writing. Both XXXX XXXX and Bank of America refused to do so. Despite refusing to provide written confirmation, representatives continued to verbally assure me that my benefits were secure. Most importantly, a representative from Bank of America further assured me that even if circumstances changed with XXXX XXXX, Bank of America would work with me through alternative programs or other forms of compensation so that I would not lose the value of my accumulated rewards. Based upon these representations, I reasonably believed my benefits were protected and that there was no need to take immediate action to redeem my points, use my vouchers, or make alternative travel arrangements. Relying upon these assurances, I proceeded to book travel through XXXX XXXX and received a valid confirmation number. Shortly thereafter, I learned that XXXX XXXX had entered bankruptcy proceedings and that my loyalty points, XXXX XXXX benefits, and travel vouchers had effectively become unavailable or worthless. When I subsequently contacted both companies, I was unable to obtain a satisfactory explanation regarding the disappearance of my benefits. Despite the assurances I had previously received, neither company honored the representations made to me or provided an adequate resolution. As a direct result of my reliance on the statements made by XXXX XXXX and Bank of America, I suffered substantial financial harm, including : Loss of approximately XXXX XXXX XXXX loyalty points. Loss of XXXX XXXX XXXX and the valuable travel benefits associated with that status, including baggage benefits, seating benefits, priority services, and other rewards. Loss of approximately {$240.00} in XXXX XXXX travel vouchers. Additional airfare expenses after I was forced to purchase replacement travel at the last minute at a significantly higher cost because I could no longer rely on the benefits and travel arrangements that I had been assured would remain available. Loss of annual fees and expenditures associated with maintaining the Bank of America XXXX XXXX credit card, which I retained specifically for the rewards and benefits associated with the XXXX XXXX loyalty program. Significant time spent communicating with both companies attempting to obtain accurate information and resolve this matter. In addition to these direct financial losses, I am now faced with the prospect of closing my Bank of America XXXX XXXX credit card because the primary rewards and benefits for which I maintained the account have effectively disappeared. Closing this account may negatively affect my credit profile, including my average age of accounts, credit utilization ratio, and overall credit score. This represents an additional and continuing harm resulting from the actions and representations of XXXX XXXX and Bank of America. I believe both companies engaged in misleading and unfair business practices by providing verbal assurances regarding the protection of my points, status, and vouchers while refusing to provide those assurances in writing. I specifically sought confirmation because I recognized the potential risk and wanted to make informed financial decisions. Had I been accurately informed of the risks, I would have redeemed my points, utilized my vouchers, explored alternative loyalty programs, made different travel arrangements, and taken steps to protect myself from these losses. I respectfully request that the Florida Attorney General investigate this matter and assist in obtaining : 1. Compensation for the loss of approximately XXXX XXXX XXXX loyalty points. 2. Compensation for the loss of XXXX XXXX XXXX and its associated benefits. 3. Reimbursement or compensation for the loss of approximately {$240.00} in travel vouchers. 4. Reimbursement of the additional airfare costs I incurred as a result of relying on the representations made by XXXX XXXX and Bank of America. 5. Reimbursement of annual fees and costs associated with maintaining the Bank of America XXXX XXXX credit card. 6. Appropriate compensation for any adverse impact to my credit profile resulting from the effective destruction of the benefits associated with the co-branded credit card. 7. Any additional relief deemed appropriate under Florida consumer protection laws. I have attached supporting documentation showing my loyalty account balances, vouchers, correspondence with both companies, and records of my attempts to resolve this matter directly. Thank you for your attention to this matter. I respectfully request that your office investigate the conduct of XXXX XXXX and Bank of America and assist in obtaining a fair resolution. Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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