Consumer complaint received 2025-06-23 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: FL

Complaint narrative:
I am requesting a credit of {$31.00} in missing Cash Rewards and a review of Bank of America 's customer service practices, particularly regarding their phone support system. 

1. Promotional Cash Back Not Honored ( Missing {$31.00} ) : I recently received a new Bank of America ( BoA ) credit card with a promotional offer : 3 % cash back on online purchases, doubled to 6 % for the first year, on up to {$2500.00} in qualifying spending. The promotion excludes certain categories ( e.g., insurance, taxes ), but does not limit rewards based on Merchant Category Codes ( MCCs ) beyond those specified in their program rules. 

On XX/XX/year>, I made two online purchases : * {$280.00}, which correctly earned 6 % cash back * {$630.00}, which incorrectly earned only 1 % My statement reflects : * Base Cash Back ( 1 % ) : {$9.00} * Category Bonus ( 2 % ) : {$5.00} * Other Bonus ( 3 % ) : {$8.00} The total awarded is {$23.00}, but I should have received {$55.00} ( 6 % of {$920.00} ), resulting in a shortfall of {$31.00}. 

I contacted BoA twice to resolve the issue : > First call : The agent incorrectly claimed that only the first {$2500.00} spent qualifies, but I am well under that limit. The call disconnected while on hold. 

> Second call : The agent and their supervisor said the issue was due to the transaction not having the appropriate MCC for an online purchase. However, the promotional terms clearly state qualification is based on the method of transaction ( online ), not the MCC, except for certain exclusions. Generally, there are no " online '' -specific MCCs. The supervisor agreed the two purchases were identical and that both should qualify. A case was finally opened for further review. 

BoA should be able to determine transaction method accurately and apply rewards as advertised. * * * Many consumers may not catch such discrepancies, and this could lead to broader noncompliance * * *. 

2. Poor Customer Service/ Phone System Failures : BoAs AI-based phone system prevented me from reaching a representative. After over 7 minutes of failed attempts, the system disconnected me, stating I was not making valid selections. I called again and only succeeded in reaching a human by navigating through a menu not related to my issue. 

After 45 minutes on hold, the agent was still trying to understand the rewards issue when the call was disconnected again. In total, I have spent over two hours on this issue. The AI system should not prevent access to live agents based on a rigid interpretation of call topics. 

Requested Resolution : * A credit of {$31.00} in Cash Rewards * A review and correction of BoAs transaction classification process for cash back eligibility of online purchases * A CFPB review of BoAs automated phone system, which restricts customer access to support

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