Consumer complaint received 2025-10-09 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: TX

Complaint narrative:
XXXX. We applied for a 0 % balance transfer on XX/XX/XXXX in the BOA XXXX branch ; it wasn't applied correctly. 
XXXX. On XX/XX/XXXX, my wife went back to the XXXX XXXX  branch and meet with the XXXX that facilitated the original request for 0 % transfer. He was able to be on the XXXX phone call ( on a recorded line ) with the BOA credit card department ( XXXX ) that day with us. We have a call log with the time/date to verify the call was made on that day to the credit card department. 
Additionally, we have a BOA client deposit receipt showing we were in the BOA XXXXXXXX XXXX branch on that day. We were told during that call that the 0 % transaction was rejected even though the XXXX of the XXXX XXXX is recorded saying, " ... he thought the 0 % offer was shown on my computer for the transfer that he assisted me with on that day. '' My husband told the credit card agent that this was a " deceptive practice and we would be filing a UDAAP violation with CFPB, the TXXXX  Attorney General 's office, and the XXXX XXXX XXXXXXXX. Furthermore, he informed the agent that he was required to report this deceptive practice upline and BOA had XXXX days to resolve this issue. 
XXXX. We did not hear back from BOA for XXXX days, so my husband called the credit card phone number on XX/XX/XXXX and talked with a XXXX about what transpired on the previous call on XX/XX/XXXX. We informed the agent that we were going to file a UDAAP violation with CFPB, the XXXX  Attorney General 's office, and the XXXX XXXX XXXXXXXX if this issue wasn't resolved. The agent talked with her upline and came back to the phone informing my husband they had resolved the issue and were giving us the 0 % until XX/XX/XXXX which we agreed to. The case number given to us at that time was # XXXX, offer # XXXX. 
XXXX. We then learned on XX/XX/XXXX when we called into the BOA credit card company ( due to the percentage not changing on the next statement ), that the offer we previously had agreed to had been rejected again AND without giving us notice of this rejection! 
We called the credit card department back again to attempt to resolve this! The agent told us we were rejected on the 0 % offer even though we had a case and offer number given to us previously! We asked to speak to his XXXX several times and all we got were arguments saying that they would not do anything to resolve the issue. He finally put us on the line with a XXXX named XXXX XXXX XXXX XXXX XXXX XXXX who informed us that a. ) that the offer was rejected, b. ) there was no evidence we were at that branch on that date, c. ) as the customer we were responsible to go to that branch and provide evidence we were there on that day. We provided dates that we were at the bank, but he said he looked it up and he said it showed that there was no evidence that we were there on that date. So, he's either poorly trained in his banking duties or he's lying to cover up. 

XXXX. We have the following proof of these transactions : XXXX call logs - showing we called the XXXX department, XXXX we have a deposit transaction receipt made in that branch on XX/XX/XXXX ( the day of the original transaction ), XXXX we have a case & offer number ( case # XXXX, offer # XXXX ) for 0 % balance transfer offer, XXXX BOA has recorded conversations on all these calls, XXXX we informed BOA on all these calls that they have a UDAAP violation & need to escalate this to the XXXX. Additionally, we asked XXXX XXXX ( XXXXXXXX XXXX  ) to provide us with a phone number to BOA XXXX level and were told there was no phone number to the XXXX level. So, if BOA agents are told that there is a possible UDAAP violation, they dont escalate it to their upline, customers arent given phone numbers to the XXXX level, nor any specific BOA agents/departments that handle customer UDAAP complaints.

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