Consumer complaint received 2024-01-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On XX/XX/ I received an text notification that my BOFA XXXX balance was below {$60.00}. I went on the app to find out why as I just checked my account prior to placing a food order for {$41.00} with XXXX XXXX XXXX  and I had a balance of {$330.00}. I immediately call Bank of America to inquire about the transaction that I did not make. BOFA informed me that there was an atm withdraw in XXXX XXXX for {$280.00}. I told them that is a fraudulent withdraw as I didn't make the transaction because I am in XXXXXXXX XXXX ( XXXX XXXX away ) at home waiting for a food order to be delivered. After a serious of questions and verification of identity, BOFA cancelled my current card ( which was in my hand and not physically with anyone else ) and reissued me a new card. The rep stated they placed a rush on my card and should be there within XXXX business days. It will take BOFA claims to investigate the matter within XXXX hours, and they will decide. From the looks of everything you should get you money back after the XXXX hours. However, they will keep the case open and within 90 days they will send you a letter stating the outcome. I said XXXX. I didn't have to be anywhere within that time, and I can hold out for XXXX hours. 

After the XXXX I called to inquire the outcome and they stated they are still working on it. I told them that the money stolen out of my account was money I needed to stretch out for the next XXXX weeks as I have no food to feed my XXXX kids and I nor any money for transportation for the bus to and from work. Bank of America said they would place a rush and a hardship complaint on the matter. After a three-day weekend ( XXXX XXXX XXXX ) I called again. At this point a supervisor informed me that they denied my case because they have footage THAT I WAS THE ONE WHO REMOVED THE FUNDS FROM THE ATM. The supervisor and I was beside ourselves as we beg the question How does Bank of America make a decision to deny the case because they have proof, I removed the funds when they DO NOT KNOW WHAT I LOOK LIKE?!!! XXXX nor BOFA has ever received a photo of me or my ID when setting up the account because everything was done through unemployment so how could they have proof it was me?!! The supervisor found this suspicious as it appeared they didn't want to do the investigation nor replenish the funds that were stolen from me. So, she suggested that I go down, physically, to a Bank of America Bank and briefly tell them what was going on. Ask them to make a cover sheet with the claim number and scan my CA ID and fax it to a number she is about to give me. She is going to reopen my claim as this is suspicious as to how they can have proof I removed the funds from the atm when they do not know what I look like. No matter what make sure they give you a confirmation. So, I took XXXX buses to get to a branch and have that done. I received the confirmation and headed home. 

I called the following day to follow up and make sure Bank of America claims received the CA ID and what was the status as I am financially struggling and begin a job on XXXX XXXX in XXXX XXXX XXXX which is a XXXX train ride to because I have no funds to feed my family or myself while away at work or to get to the job. I have called EVERYDAY to find out the status and to as what is taking so long to compare my CA ID to the video footage they claim they have of me removing the funds. As I am typing this I am currently on the phone, again, speaking to a supervisor about the matter and again they cant give me a different answer than its pending and they are working on it. We have your ID, and we did mail out the request of the proof of footage that the claims department stated they have ( as of XX/XX/XXXX I have not received the footage yet ) and that they will file another hardship claim for me. They can decide quick when they are wrong but take their sweet time when you show proof that they are wrong. I need Bank of America held accountable and this needs to be expedited as I am suffering not only because someone stole the money out of my account, but Bank of America is fraudulently letting it happen. 

As I call them to get status, they keep hanging up on me after stating they will transfer me to a supervisor. I have had to call 4 times and currently making my XXXX call to get a supervisor while typing this. 

Claim number with BOFA # 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 monetary relief