Complaint Review: Bank of America

AAA VISA processed by Bank of America credit card advertises 3% cash back on all travel related credit card charges.    They are highly unresponsive to complaints that specific charges do not get the 3%.   In my case, I called them and asked if a resort in Pennsylvania would get the 3%.  After 4 calls, getting cut off several times and bounced between customer service and reward redemption department, I was crisply assured that the resort by city and name would get the 3%.  So, I charged $3,500 deposit for our family reunion in June 2015.   So far, I have made 9 calls and they continue to only give 1%.  They do not call back.  They do not follow up.  They do not explain.  Each time, when I call they are very sympathetic to hearing that I was promised something.  I get to a second or third level supervisor whose name and location I always get, and they promise to follow up but they have not.  This has been going on from February through today May 2nd 2015. 

I understand their process is implemented by business codes and if a business is not coded properly, they do not give the 3% reward.  But, they have to have an escape valve for when the coding is 100% obviously wrong.  For example, in 1Q15, they offered 3% back on golf courses.  So, I charged golf at University Park Golf Club, but they only gave 1% and in spite of several calls, they would not correct it.    In the particular case in paragraph above, because of concerns with the golf, I didn't trust them to provide 3% on my resort charge so I called them in advance and got crystal clear assurance ... and after nearly 3 months of pursuit, that assurance was useless.

The report card rating that I give for achieving excellence in customer relations of Bank of America is F-, worst possible.