Consumer complaint received 2023-12-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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 currently have a claim with Bank of America, totaling over {$9000.00}, and have yet to recieve a solution or answer regarding the return of funds back to my account. This claim was created all the way back in XXXX  I filled a dispute with the CFPB originally back when I first submitted the claim, around XXXX XXXX the comlmaint id is : XXXX. 
A quick recap regarding the claim. I had a huge amount of fraduklent activity occur on my Bank of America EDD prepaid account. I had just endured XXXX along with almost a XXXX XXXX XXXX XXXX, and when I finally started feeling better- I realized my account had been seriously compromised. Over {$9000.00} had been stolen over a course of a few days. Being a single mother who relied on unemployment benefits, I became terrified and desperate for help. I submitted multiple claims to Bank of America. With these claims, I included several supporting documents. Police reports, reports from my other card companies that were compromised, online vendors, who accepted payments, and most importantly, a letter from my physician, stating the date I had XXXX, and remained on XXXX XXXX The transactions occurred on the date. I was under his care. My claim had progressed to a different department and was handled by a man by the name of XXXX XXXX. He he assured me that it may take some time, but my claim would be handled seriously and thoroughly. After 60 days, XXXX XXXX stopped responding to my phone calls and emails. I never received an answer from Bank of America and every time I call representative say they dont find my claim and then if they do they say theres still no solution. This is a huge amount of money that I lost, I had faced addiction because of this and had to move out of my home. This stuff cost me a huge part of my life! 
I tried to forget about the claim and move on with my life, excepting that I have been a victim of theft. But, furthermore, I also felt victim of Bank of Americas XXXX and unfit claims department. To my surprise XXXX of this year I received a letter that my claim had been processed and I was about to receive around {$200.00}. I had no idea what that this claim was it included two charges back in XX/XX/2021- this date was from with my original claim. When I called Bank of America, I was told that the new claim was processed for me by Bank of America when they noticed two transactions that were not included in my original claim. They determined these transactions to be the result of fraud so they did so they refunded me the money. 
If they determined two transactions during the time of my initial claim, where is the rest of my money? How come the rest of my claim hasnt been completed? Every time I come Im told theres still no decision. This is ridiculous. Its been over two years! In addition, Bank of America already admitted that fraud had occurred on my account from the two transactions occurring in my original claim! It is time for Bank of America to rectify all of the wrong in the situation. I have lost my home, countless nights asleep, and overall trust in banking security systems. I was always very frustrated that Bank of America never even phoned me when all of these purchases occurred on my account not even an email. 
I am desperate for help. Bank of America needs to acknowledge my claim once and for all, and Refund the funds back to my account. 
My Bank of America claim number is available opon request.

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