Apologies in advance for the length of this post. I'm venting a little!
I called BofA CS yesterday to get some answers on why my purchase of Mother's Day flowers (awww) through the WorldPoints Mall didn't give me any bonus WorldPoints as I was expecting. A pretty straightforward inquiry, I thought. What followed was one of the worst CS experiences I've ever had.
The week before Mother's Day, I went to the WorldPoints Mall, and using my BofA card, I ordered flowers from a merchant that was listed as giving 12 bonus points per dollar. The purchase came to $53, so I was expecting 689 WorldPoints for it. The transaction was included on the statement when it cut, but I received only 53 WorldPoints for the purchase.
Called yesterday to inquire. First rep said he'd have to transfer me to someone who can help me, and ended up transferring me to MyConcierge. The MyConcierge rep said he only does concierge services, so he would need to transfer me back to the main CS dept. No problem. I figured the first rep must have pushed the wrong button.
Third rep (back at main CS) asked if it had been 30 days since the end of my billing cycle, because I'd have to wait until then to get my points. I told her no, it had not been 30 days, but the transaction has appeared on a statement and I did get the regular points for the purchase, just not the bonus points. At this point, this rep said that if I received the regular points, I should have received the bonus points at the same time (I thought she just said I had to wait 30 days.)
Finally she told me I'd have to speak to someone in the WorldPoints Dept to get to the bottom of the problem, and she transferred me there. (Now we're getting somewhere, I thought.) WorldPoints rep had no idea what I was referring to when I said "WorldPoints Mall," and even said she was not aware of any promotion they've ever run that gives you 12 bonus points per dollar.
After explaining to the "WorldPoints rep" exactly what the WorldPoints Mall is and how it works, she was even more confused than before. She said she'd need to transfer me to Customer Service. When I objected that I had already spoken to two reps from CS, neither of whom could help me, she informed me that this question comes up all the time, and CS is always able to answer it. (If this question comes up all the time, why did she not understand it the first time I asked?)
New CS rep comes on the phone (this is rep #5 I've spoken to). I explain the situation (for the fifth time now), and she puts me on hold for several minutes. Finally when she comes back, she tells me she'll have to get an account manager to investigate this and they will contact me. She told me that if she were to investigate this herself, it could take up to 45 minutes. (What???)
OK, fine. So, I ask, someone will call me? "You'll get a letter," she says.
You've got to be kidding me.
Has anyone had any success getting the bonus points for shopping through the WorldPoints Mall?
Does anyone know who I need to speak to at BofA who actually understands how the WorldPoints Mall program works, or has even heard of it?
Message Edited by cheddar on 05-22-200804:06 PM
---------------------------- App free since 7/11/08. TU 744 / EX 710 / EQ 694 (Starting to slip. )
I'm sorry to hear that. I haven't had any issues with their reward points to date but I just reviewed my points transaction summary online and did not receive the bonus for 1800flowers.com. Only the standard 1 point per dollar.
I will call them on this and report back.
I did however receive the standard and bonus points from zappos.com and my transaction history is below to show you what it should look like: