Consumer complaint received 2023-12-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: 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:
I wasn't aware that I could dispute an ATM transaction until I first reported it on XX/XX/XXXX wherein I emailed a compiled list of the transactions I needed to dispute. I received a response stating that Bank of America ( Prepaid Services for California Unemployment benefits ) did not accept disputes in this format and they had to be phoned in and reported that way. I had contacted them twice before I was finally able to initiate the claim ; the third time when filing the disputed transactions, I had a friend assist me with the process both to witness to the fact I was filing and confirming the totals and individual amounts ; this was so it could be verified later if need be. There were two different card numbers affected with ATM transactions I did not make and was summarily denied on both cards for ALL transactions, totaling over {$6000.00} over the period of several months in XXXX. 
When I learned of this denial upon contacting Bank of America Disputes, I requested the documentation they relied on to make their decision about the claim and did not receive it because they sent it to the wrong address. I contacted them yet again when I hadn't received this documentation and they stated they had sent it to the original address under which I open the account. However, I had changed that address with Bank of America as well as the EDD prior to filing any disputes and I can prove that they had the correct address ( which is XXXX XXXX XXXX in XXXX XXXX, MI XXXX ) because they sent the card which is currently in my possession to the aforementioned address and I received it there. I have NOT changed it back and furthermore provided the MICH address when filing the claim, as well as they having the correct address on file in order to send the card and other statements/documentation there ; regardless, they sent the documentation they relied on to the wrong address. I had to contact them three times before finally receiving it at the correct address today. I further contacted them for a reconsideration explaining that there is no way they could have proof of these not being fraudulent as I did not authorize or make these transactions. 
Upon reviewing the documentation they provided ( which I thought would have to be some conclusive evidence to determine that I did not authorize the transactions in dispute ) but all I received was 3 pages of transaction history with no explanation as to why this was sent, how a simple history which I can view at any time online ( as could they ) could possibly be the entire basis for determining that these transaction did not qualify for refund of the lost funds which were directly associated with the disputes. I am still at a loss as to how BOA could use a mere transaction history to prove anything other than transactions were made and I don't dispute that those transaction appear on the account history. I dispute the transactions I did not make and listed this on two different disputes : The reason for two is only because there were 2 separate cards over the period of time of the disputed transactions. One replaced the other as it was lost. I agree that I used both cards during the same period of time as the disputed transactions and I am unsure as to whether the card was cloned, that someone close to me had periodically used my card to withdraw money, or if it was done using a duplicate card created from phishing or whatever else there may be and I was expecting to see in the documentation images, PIN 's, or some other conclusive evidence to prove that I made these transactions ; otherwise it stands that my claim is accurate and my disputes should not be disputed without relative evidence provided by the dispute department or law enforcement to the contrary. It has been frustrating to say the least to go through this process thus far and not be able to speak with anyone doing the investigation ; only representatives who are not aware of their procedure or the protocol of " back room operations '' as they refer to it. 
I would provide more accurate dates and amounts but my proofs and file on this was compromised in a fire in my RV last month.

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