Consumer complaint received 2022-09-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I received a response for Case number : XXXX, XXXX, and XXXX today. Included in the response were my account statements, including my most recent, which I have not received by email, presumably because the criminal party has changed the email address on my BoA profile. I in fact, have not had access to or control of my account since prior to XX/XX/2022, when the criminal party changed the mailing address associated with my account, and requested a new card for my account ( which I have not received ). On the most recent statement there is a fraudulent {$5000.00} direct deposit funds transfer to a fraudulent checking/savings account which I do not own or have access to, on XX/XX/2022 ( reference number : XXXX ). 

I still do no have access to my BoA account. I have not had access to my BoA account since prior to XX/XX/2022. On XX/XX/2022, it came to my attention that my card XXXX was not working. I had been contacted by a vendor the day prior because they could not process my card XXXX. They told me that my address was coming back to them as not associated with my card. The following day, XX/XX/2022, I attempted to login to the visa prepaid BoA site but was unable to. The site continually retuned my login information as " security information is incorrect. I then phoned BoA card services. Upon reaching the outgoing automated system, I input my card number ending in XXXX. Immediately, I was told that the card XXXX was closed. Once I spoke with a BoA representative, I was unable to be verified, presumably because my security and profile information had been fraudulently changed by the criminal party. I was told that I would need to be verified in person before any additional information about my profile could be shared with me. As I have told BoA card services every single time this has been demanded of me, I told them that I have health concerns and XXXX which preclude me from entering public buildings during a global pandemic. As such, my only option for verification is to defer to my sponsor, The XXXX, which I did the following day XX/XX/2022. Additionally, during our XX/XX/2022 conversation, BoA card services did confirm that a new card had been requested for my account. OF NOTE, I have not received a new card. Meaning, as I suspected since XX/XX/2022, when I was told that my address was not the address associated with my card, the criminal party has changed the address on my BoA profile ( which I have not been able to access since before XX/XX/2022 ), and had a new card for my account ( which you say you just credited ) sent to their address. 

As I have repeatedly demanded, I will require any refund of my stolen money in the from of a check, sent to my correct home address. I have also repeatedly said, this is 100 % necessary because my BoA debit account is clearly not secure. However, I must point out now, that I 100 % do not have control or access to " my '' account. Any funds placed into that account by BoA, will have likely been stolen by the time anyone reads this response, and before I ever have the chance to access them myself. 

BoA needs to have someone contact me directly by phone at ( XXXX ) XXXX. Ideally, that would be XXXX XXXX from regulatory complaints ( XXXX x XXXX ). Whoever it is, needs to call me and discuss BoA judgements on my claims, before any refund is credited. 

Again, I have not accessed my BoA account or online profile since prior to XX/XX/2022. My BoA card ending in XXXX was closed around XX/XX/2022, when the criminal party fraudulently requested a new card for the account. XXXX XXXX is still the most recent card I have in my possession. I never received the replacement card. The replacement card has presumably been in the criminal party 's possession for several weeks. I have called BoA multiple times for help. Each time I have been told that I am still unverified. I have called XXXX XXXX requesting help, and so far have not heard back.

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 explanation