Consumer complaint received 2022-06-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
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 XXXX from XXXX XXXXXXXX stating I had received Unemployment Compensation in XXXX. However, I did not request any benefits in XXXX. I had requested and received benefits in XXXX. 
On XX/XX/XXXX, I submitted a XXXX dispute to XXXX. I received a letter from XXXX stating I was paid for weeks for which claims were submitted by someone other than me and I was not eligible. Thus there is now an overpayment. ( THIS IS THE FIRST SIGN OF FRAUD I did not apply for benefits but someone did and XXXX paid out funds ). 
In XXXX, I called Bank of America who initially said they couldnt help me because those cards are no longer service by them. However, the transactions happened during the time they did service the account and I was finally able to get the last transactions from that card via the automated system. There were two credits in XX/XX/XXXX. One on XX/XX/XXXX and the other on XX/XX/XXXX, both for {$540.00}. However, there was also a debit on XX/XX/XXXX, for {$1000.00}. 
I called back to speak to a person finally, after many disconnects and long wait times, someone, somewhat listened and said they would open a claim. Im not sure what kind of claim they were opening but I explained the whole situation funds went into this Bank of America XXXX debit card assigned to me funds were debited from this account MY Account, but NOT by me, NOT at my request. 
On XX/XX/XXXX, I received a letter from Bank of America stating they reviewed of the claim and they determined no error has occurred and the claim is considered resolved. Activity in question wa s authorized and posted correctly to your account. 
A few days later I get a collection Notice from XXXX stating I owe them the {$1000.00}, they paid me that I was not entitled to ( I never requested however )! The problem is XXXX cant pay them because Bank of America has transferred that money somewhere that I did not request. 
On XX/XX/XXXX, I call back to Bank of America Claims Department, explaining again for the 5th time the situation. They were transferring me to an escalation area which they simply cold transfer me and it gets hung up twice! I call back and finally get someone who is helpful ( XXXX ) she has verified my claim has been re-opened for reconsideration. She was able to tell me the funds were transferred to routing # XXXX to an account ending in XXXX. In our conversation, she informed me that on XX/XX/XXXX, someone obtained a one-time passcode and CHANGED the email address on this account!! The email was changed to XXXX!! And 8 days later funds were transferred out of this account! ( THIS IS THE SECOND SIGN OF FRAUD ) This is not nor ever was my email nor do I know anyone with this email. XXXX told me to file a police report that my XXXX  card was compromised and FAX the police report to Bank of America claims department with the claim #. 
The police department said that since everything was done online I needed to file a report with the FBI at XXXX. I did this and printed out the claim and FAXed it to Bank of America. I have heard nothing from XXXX at this point about my claim. 
On XX/XX/XXXX, I received a letter, AGAIN, from Bank of America Claims, AGAIN stating the additional review concluded their original decision was correct. No posting error occurred on your account. 
I am at wits end, I dont know what else to do and XXXX wants money I dont have because Bank of America let someone access my account, change my personal information and let this person steal the money in this account. I think at this point my XXXX account may be compromised as well as BofA. 
Someone fraudulently requested XXXX benefits with XXXX and someone fraudulently changed XXXX data on my account and transferred funds not authorized by me.

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