Consumer complaint received 2026-03-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/year> at XXXX XXXX, I waited for this phone call to occur for a half hour on hold, and was on this call for an hour and XXXX minutes. . I called Bank of America Credit Cards rewards department at XXXX and initially spoke with a female line staff member, who tried to answer my questions about how BOA let XXXX XXXX know they could give me my XXXX XXXX points because I had met the spending requirements. The female staff member said many times that I need to call XXXX XXXX. I shared that Ive spoken with XXXX XXXX staff members from their XXXX Program, who said BOA needs to let XXXX know when I have spent the required amount on my credit card before they can give me the promotional XXXX points. I also explained that I talked to another BOA male staff member approximately a month ago, who said I need to wait two billing cycles, and then they will send a code to XXXX that lets XXXX know they can give me XXXX tier points. I said maybe you could read the note from my previous call to BOA a month ago. We talked for a long time, and she said she felt bad about not knowing the answer. I kept suggesting that we find someone more familiar with the tier points offered on the BOA credit card, as she and the supervisors she was asking kept confusing the XXXX XXXX Program tier points with the XXXX XXXX points that I got as well and have used my XXXX. I explained the difference, but it still seemed to be confusing ; however, she hesitated to find someone who understood the tier points at BOA. Finally, she said she found an article she read to me advising against telling the customer to call XXXX to get tier points. Then she said, " Let me transfer you to one of the supervisors Ive been consulting with. The line staff stayed on and introduced me to the female supervisor. The supervisor said I need to call XXXX, and the line staff agreed. I said wait, you just read an article stating the opposite. The supervisor explained that they only handled the XXXX, and I said, " Okay, can I speak with someone who knows how BOA communicates that XXXX can give me my XXXX points? Once again, she said that we have nothing to do with the tier points and that I need to call XXXX, to which I replied. What XXXX XXXX said, as well as a previous staff member from her department, a month ago. I asked if we could find someone at BOA who knows more about this, to which she said no. I asked to speak to her boss, to which she said she didnt have a boss, and I said, " Thats not possible unless she owns BOA . We were talking over each other, and I tried to ask her to let me speak because she had an attitude and just kept talking. Then she said that if I didnt stop talking, she would hang up on me. I said you have been talking over me for minutes, but now I need to stop talking. I said if you hang up on me, I will make a complaint. Then she hung up on me.

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