Applied for Alaska Atmos Summit Visa: card never arrived, BofA refused to expedite, then threatened annual fee

(Also posted this on r/BankOfAmerica for visibility)

Applied on 8/20 for the new Alaska Atmos Summit Visa. Got an email on 8/22 saying the card shipped (via USPS regular mail).

By 8/28, still no card, and I noticed a “fraud hold” in the app. I called and was told to visit a branch. The branch didn’t know what to do, called the fraud dept, and eventually said the hold “should” be cleared. I asked if they could expedite the card — they refused and told me to just wait until after Labor Day.

I also tried following instructions from other Reddit threads to add the digital card in the app, but it was never available to me. Meanwhile, the account already shows up on my credit report with a new line and hard inquiry.

On 9/5 I called again — still no card. They again refused to expedite, and told me: “wait until Monday, and if it doesn’t arrive, call back to cancel.”

So on 9/8 I called again. Still no card, and they couldn’t even tell me where it was. I asked for overnight shipping (I needed the card for travel on 9/10), but they flat-out refused and said the fastest they could do was 3 business days. At that point I gave up and asked to cancel. The rep said it would be marked as customer-requested closure, not bank error, and also told me the $395 annual fee might not be waived. To make matters worse, they said I should just watch my credit report and call back later if I see a charge or issue.

After that call, I lost access to the app (“no account associated”), and I never received any email confirmation of closure.

For context, I have an 800+ credit score and hold premium cards with Chase and Amex with no issues. This feels like a complete mishandling by BofA.

I’m planning to file a complaint with the CFPB, but wondering — what else should I do? Has anyone here filed any complaints had success? Any escalation paths inside BofA worth trying before I leave this behind?

TL;DR: Applied for Alaska Atmos Summit Visa on 8/20, card “shipped” 8/22 but never arrived. Fraud hold, multiple calls, branch visit, no one could help. Repeatedly refused to expedite replacement. On 9/8 still no card, asked for overnight, they refused, only 3-day shipping. I cancelled out of frustration, but BofA marked it as my request and even said the $395 annual fee might not be waived. Lost app access, no closure email, and account still shows on my credit report. Planning CFPB complaint — where else should I file?

(Formatting help: I asked ChatGPT to help me lay this out in a readable way.)