Consumer complaint received 2023-05-19
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: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX 2023 I initiated a dispute on my California EDD debit card, with Bank of America XXXX After 10 business day had past XX/XX/2023 I called for an update, in which they said my dispute was still pending. I then requested a provisional credit, and was told by the very same agent that just told me it was still pending, that my dispute was denied. I asked the same agent to please provide the info used to reach the decision and also asked to reopen my claim for reconsideration. I waited and I never got written notice my dispute was denied nor any material on why it was denied, which is my legal right. After waiting several weeks I called to ask why I never received any documents explaining the decision on my case and asked for an update. A rep for Bank of America said yes we should have sent those documents out but could not verbally confirm anything was ever mailed. The rep did explain my denial was due to the card being mailed to my address on file and my card being activated after I was validated, Im assuming using their automated verification questions used to confirm the id of callers ( not positive ) I asked if she could mail me the denial letter as well as the supporting documents once again. I also asked what I could do if anything to help the process and get a just decision on my end, she explained if I filed a police report and sent in a picture of me and my ID so they could review any atm footage, it would greatly help in determining a more favorable decision. I did in fact go and file a police report as I was directed. I then faxed the report and a picture of my ID as well as a picture of me holding my ID, I faxed the documents a total of 3 separate times, getting a confirmation of received all 3 times. The first 2 Bank of America said they never received any documents via fax but finally 3rd time was a charm that was on XXXX XXXX, 2023. 
I called XX/XX/2023 thinking my case would be resolved and I would have my funds back in my account, but XXXX and this time when I was told I was still pending I requested a supervisor hoping to get results but he would only tell me its pending and when asked how long this would take reaching a decision all he could tell me is most cases are typically resolved in 45 days when I told him we were on day 47 he says like I said MOST cases are TYPICALLY resolved in 45 days but not all I asked when I would get an answer he said he CC was unable to tell me he said they are still investigating and reviewing. So after my first initial dispute it took them 10 days of investigating to deny my claim but here it is now 51 business days ( 61 from initial ) into my dispute Still no decision so none of my funds still also still no written notice or mail explaining why they decided to keep my money in the first place. That is illegal and just plain bad business of Bank if Americas part. Its my money and they have no right to continue to withhold it from me especially since Ive done all they asked and ample time has has passed for them to investigate. If anyone took even the slightest look into my situation they would Know I am entitled to it because I never was the one to receive it. 
Thank you for your time. 
XXXX XXXX

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