Consumer complaint received 2022-07-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card or 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:
On XX/XX/2021, I applied for unemployment and was informed that my account would be with Bank of America. Having waited a month for my card to arrive, I decided to contact BoA customer service on XX/XX/2021, to tell them my card still hadn't arrived, and they informed me this would be the third card sent. I informed the agent that I never received the first or second card sent out, The agent sent the new card through XXXX XXXX. I finally received my card on XX/XX/2021, and activated my account with bank of America. When I finally activated my account to my surprise XXXX XXXX dollars was stolen. I waited for the next business day XX/XX/2021. The agent submitted my ticket and about a week later I received all of my money back but the issue didn't stop after changing my password and security questions. When I checked back on my account in XXXX XXXX. XX/XX/2021 - XX/XX/2021, There were multiple transactions made on my account that were not me all adding up to {$3100.00}. One of the transactions was a bank transaction I never went to the bank to withdraw money. They sent a replacement card out on XX/XX/2021. On XX/XX/2021, I received an email that another replacement card was sent out, this was a mistake because I never ask for a replacement card When I called the customer service line I found that the answer to my security question had been changed from my mothers Maidan name to a different one. It worried me that changing my security question wasn't hard at all which was why my account is still being stolen from. I asked about switching accounts and getting my money back on a different card to prevent theft yet again but no solution was provided to me. My claim for {$3100.00} was opened and closed BofA informed me I should file a police report and the money will be sent back. The first time I called to file a police report the officer told me to contact Bank of America to get the appropriate paperwork. The second time I tried to file a police report the police officer came to my home and informed me to file a police report I would have to get an affidavit and get it notarized by the bank, then I would have to contact the postal police so they can investigate where my mail was going, then finally I could fine a police report. I went to the closest Bank of America near me that same day XX/XX/2021 I went to the bank to try getting an affidavit and I was told it wasn't possible. After 8 months of getting nowhere and jumping threw loops, I decided to file a claim with CFPB I awaited a response at that time I was contacted by a BoA employee who gave me her information she informed me she was working on my case and she'll keep in touch with the decision. After that day I never heard from her, I called many times for updates. Finally, I got a notification from CFPB that BofA has responded and contacted me directly. BofA did not contact me at all, I found out by contacting someone at CFPB. I have now been dealing with this for over a year with no luck. I was financially struggling, with no income, and other stresses I am still struggling, someone stole my money and got away with it.

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