Consumer complaint received 2021-02-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
California XXXX told me they would send me a debit card to withdraw funds from my account. I kept certifying for benefits and the XXXX website indicated that payments were issued but I had not received the debit card and could not access payments. 

I kept repeatedly trying to call XXXX to ask where my debit card was but it was impossible to get through, instead I got a message " Due to unusually high call volume no agents are available, please try your call again later ''. I submitted an online inquiry on XX/XX/XXXX and received a message saying I would receive a response in 5 - 7 days but no response was received in that time frame so I contacted them again onXXXX and received the same message. Eventually I got through on the phone and was informed that Bank of America was in charge of issuing the debit card and that I should contact them. 

I contacted BOFA repeatedly but again I got a message " due to unusually high call volume no agents are available, please try later ''. Eventually I got through and informed the rep that I had not received my debit card. She told me they would send a replacement card which I received about 1 week later but {$16000.00} of the funds that were supposed to have been issued to me were missing. Again I called BOFA and spoke to a rep who told me that someone had withdrawn {$8000.00} then {$8500.00} on the same day. I erxplained it was not me and that I had never received the card and nor did I even know that it was BOFA that issued the card, I thought it came from XXXX. The rep told me I had to talk to a Supervisor. I was transferred to a Voice Mail that was full and then spent over 40 hours on the phone trying to resolve the matter. On XX/XX/XXXX I received a letter from BOFA saying my claim had been closed due to fraud which is correct but it was not me who committed fraud or recklessly and negligently released {$16000.00} on the same day. I again contacted BOFA and was eventually told by a Supervisor that they had to confirm my identity and would then issue a refund. He made an appointment for me to show my ID at a local BOFA at XXXX XXXX XXXX. I arrived for my appointment on XX/XX/XXXX at XXXX, presented my ID but the claims department did not want to speak to the branch or confirm my identity. I wasted a trip and an hour of my time. I continued making calls trying to resolve but got nowhere and eventually received a letter dated XX/XX/XXXX saying the original decision was correct and the dispute closed. This was in direct contradiction to what I had been told and is in violation of BOFA 's own written policy and relevant laws.I am attaching copies of my email communication with XXXX, the banks written policy, a photo of me at the bank with my ID letters from BOFA closing my claim.I made XXXX last call and as per BOFA 's attached XX/XX/XXXX letter I requested copies of the documents that were relied on in making their decision but nothing was received.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief