I have a XXXX year CD from XXXX Bank that matured on XX/XX/XXXX. It was supposed to have renewed at the same rate as before. My Personal Banker had called to confirm that since Bank of America did not offer a XXXX year CD, they would be bound to honor the original XXXX year rate renewal terms. 
However, upon the actual renewal, they claimed that the could no longer find the terms told to us anymore and that they had elected to use the XXXX year term at 0.15 % instead. 
I found and sent my original CD terms document and sent it in via my Personal Banker who has really been my Advocate, since the Bank of America Representaive that informed her about my renewal terms and rate was so specific, even citing Special Terms that including a Final XXXX year Renewal that would terminate my CD in XX/XX/XXXX, without exception. Upon inquiry now, again BOA is denying its existance. 
I will attach my supporting documents as you have instructed me. 
Thank you very much for your assistance in this matter. 
