Consumer complaint received 2023-07-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
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:
Bank of America denied my request for provisional credit.stating the card will simply be reissued seen on my Cfpb account On XXXX of XXXX, and in my requested my claim packet before this claim was to be reopened based on the class action lawsuit against Bank of America. This judgment clarified provisional credit must be granted and disputes must be reopened for claims made against this prepaid government benefits card. It has been over 90 days, and this dispute still has not been resolved. I have not received any edd payment or provisional credit. On XX/XX/XXXX I called the customer service line at XXXX XXXX processing, and spoke to a customer service representative, who advised me my claim had been escalated to an escalation team and that provisional credit was not required to be granted as I dont think actually happened as Bank of America made a decision within XXXX days of me filing a dispute.and stated I only have {$7.00} on a card I never spent unemployment on and been waiting the last 3 years, There is nothing in the Code of Fedderal regulations that states provisional credit will not be granted if a decision and determination regarding the claim is made within 10 days. Bank of America has exceeded the 90 day time frame as specified in the CFR, denied my request for provisional credit, and did not complete their investigation in a timely manner. I am requesting provisional credit to be credited to my account immediately, and I want Bank of America to provide me a written explanation of their investigation findings, which was conducted in XXXX of XXXX. There is no way that a thorough investigation could be completed xxxx days, given the number of claimants during this time who had disputes against Bank of America for unauthorized purchases and transactions taken out from their XXXX benefits. They tried to tell me I have to confirm my identity after I just got the new card because the original card was hacked or stolen, I wrote the company my phone died talking to escalations they made it very hard to place the claim which I have stated in 3 closed complaints before this one the card finally came in the mail aboutt 80 days ago and I activated it when the other dispute packets came in which I will tag to this dispute, didnt want to activate it online due to not getting it last time and last time somehow it was activated and used its been mail theft and internet theft in my area and Im pretty sure this is what happened, I have the new card and still cant get help, this is due to the bank not wanting to work with me about true matter and stated I never put a claim in but again I was hacked and could verify myself until xxxx in the bank eyes, asked me to verify myself due to not having a card this is pretty crazy I got the card now still attached in the envelope. I will not accept 90 more days as I will like to seek max penalties towards Bank of America for trying to send the investigation packets as if The thiefs never happened asked me to call back in the first few times time ( NOW THEY RE SAYING I GOT MY CARD AND I NEVER DID I HAD TO COMPLAIN HERE TO XXXX GET A CARD AND I NEVER USED IT EVER ) ), they bank has set me a claim resolved paper however they didnt give me closure on anything didnt give me proof that they he card was not data breached and stolen out the mail. I cant go online and get in I didnt set anything up and when I call I get told they dont know why Im explaining and the mail from this dispute states three research goes against mine the lack of respect towards me is crazy, I have been uploading facts with the bank breaking every law to me there is, didnt use the full 90 days and I declare the bank show me the steps they took to help me and to investigate this matter! when I call the number that is given on the complaint the extension they give with no response sadly due to my privacy. ( breaking my right ) Bank of America tells me its not a number they transfer to and is unsafe, Total run around, the claim had to be restarted due to the bank not verifying me and is in denial of the law wanting another 90 days, please in force a fast reply would like to apply max penalties if no response within 10-15 days in the portal due to what the law is. I lot had to be every bit of only 2 weeks seeing I placed in 6 claims and they stated I didnt have a claim in properly due to the bank not allowing it due to them unable to verify me however they are being XXXX  about this being fraud not understanding the questions in place we took from another person and true card has been used or either duplicated to be used and are telling me I got it in the mail. I WANT TO SEEK MAX PENALTIES DUE TO THE LIES TO ME AND THE FAKE INVESTIGATION AS SEEN IN THE BELOW IMAGES I HAVE GOT THE MAIL STATING THEY COSED THE CASE PLEASE FORCE THE CORRECT ACTIONS ON BANK OF AMERICA TO PROTECT MY RIGHTS.

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