Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5262637
Complaint Overview
Complaint ID: 5262637
Company: Bank Of America, National Association
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: Virginia
ZIP Code: 22202
Date Received: 2022-02-25T12:00:00-05:00
Date Sent to Company: 2022-02-25T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Bank of America ( BoA ) is wrongfully refusing to process a " return protection '' claim for a purchase made with my Premium Rewards credit card. BoA advertised this type of card as having " return protection '' when I opened the account in XXXX and, as of XX/XX/XXXX, continues to do so. In addition, I had no trouble using the " return protection '' benefit on this account in the past and have not received any notices from the bank that it would change in a way that affects the " return protection '' benefit. I attempted to file a new " return protection '' claim this week but have been unable to do so. It's not clear why. The four BoA representatives I spoke with each said that I would need to ask its benefit administrator, XXXX XXXX XXXX ( XXXX ). Yet XXXX says that the card does not have " return protection. '' XXXX also said that it contacted the BoA this week and that BoA confirmed that the card does not have " return protection. '' I have spent hours on calls going in circles with BoA and XXXX and reached a dead end. On these calls, the two entities have provided inconsistent and contradictory information. For example, multiple BoA representatives said my card does, in fact, still have " return protection '' and confirmed that no " change in terms '' notices were sent that would affect this. One of these representatives also promised to email me a copy of my card 's current terms but did not do so. XXXX says that it relies on BoA for information and that any concerns must be addressed by the bank. The bank, meanwhile, says that only XXXX can address benefit issues ( XXXX, a manager at BoA, both refused to help and said the matter couldn't be escalated further ).
Frequently Asked Questions
What is Complaint #5262637 about?
Complaint #5262637 was filed against Bank Of America, National Association regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-02-25T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.