Consumer complaint received 2021-07-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
A deposit for XXXX was made by nj unemployment on the pre paid card that everyone is issued in nj for deposits around XXXX XXXX this morning I have the mobile app only and was able to access all my information I contacted boa with a question and the gentleman was very ignorant and I went through the verification process he hung up on me immediately after he hung up I tried accessing my mobile app once more and once I put in my User name and password it would no longer allow me access anything it was blocked and a box popped up saying I had to call the phone number I spoke to numerous other reps and was told I had to speak to the Dept that could lift the block so they sent me over there again after numerous times I had to go through the verification again the same verification process I did numerous times last night since XXXX XXXX she they preceded to ask me two additional question on top of the normal verification process ... one being a previous address and the other being the name of cross over street from the street I reside on ... i I provided both too her which were verified correctly she would was putting me on a brief hold to take off the block she then comes back to the phone still very very nasty as she had been the whole conversation and said I she was able to take it off and just for me to go to boa with two forms of Id.. mind you I advised her that I wanted to speak to a manger and she indicated I couldnt and she was also advised that my account was frozen due to any angry worker for no reason and that I had no forms of Id at all, a boa location was also 25 mins from my house, I do not have a vehicle that I lost due to COVID hardship and I am a XXXX mother with XXXX small children and its my only income she preceded to hang up on me and start screaming when I told her I wanted cooperate information, the managers name and that I was recording the call since she was recording mine and that I was contacting my attorney because this was unjust when I called back early this morning I asking specifically to be transferred to that same Dept to speak to a manager the rep told me that there was a note placed on my account that specified that my call not be transferred to that Dept and too go to boa location with 2 forms of Id so on top of the rep that hung up on me and blocked my account to having access to my funds she clearly in spite noted my account because I also verified my account and answered her additional questions and just wanted to have me ticked off cause she didnt care nor know how to do her job properly .. it is now XXXX .. 13 hours later and my account will is still blocked ... I am XXXX XXXX at this point and my children have not eaten because my money is frozen for nothing my attorney is going to be contacted a suite brought against them because this a violation of my rights again this is my only income to support my children and they have not eaten today yet because these funds that are being held is the only money I get every Monday to support them ... my account needs to be unlocked immediately so I can have access to my money that is illegally being held due to poor workers anger issues ... again I have no vehicle, and no forms of Id at all to go to boa to fix there issue that they did out of spite ... my account needs to be fixed So I can get my money .. XXXX was deposited at XXXX at this morning regular unenployment benefit and my XXXX federal benefit would have been deposited by XXXX this morning also as it always is but I cant even check the account ... please correct this today

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 non-monetary relief