Consumer complaint received 2021-10-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
Begining on XX/XX/XXXX, I had someone hack my Bank of America prepaid EDD debit card. In about a 3 day period, and once as I'm on the phone with BofA 's fraud, they stole {$8000.00} out of my online account. I changed all security and received a new card 10 days later. That was the last I heard about that case I opened. It was impossible to get anyone on the phone at that time. Continuous waiting of up to 6 hours sometimes. By XX/XX/XXXX, I assumed since I heard nothing of this that I had lost that money. In XX/XX/XXXX, EDD owed me back pay and deposited that on my card. At the same time, BofA settled my case and I was surprised with having {$18000.00} in my account. About a week later I did an online transfer of {$5000.00} into my personal checking account. Which left me with {$13000.00}. Things were fine until my account was froze for a reason I wasn't told. When talking to customer service, I was told there wasn't anything I could do but wait. I was also told that there is no supervisor to speak to when I asked for one. And was told everyone who answers the customer service phone calls and the fraud calls, that they all work from home and most were brand new and couldn't answer anything. So I waited a week and tried to access my account. I was surprised that I could! But... I had a total of three different transactions of transfers into an unknown bank from someone that was not me. All three were for {$5000.00} each. I was told my account and identity had been compromised and taken over. So every time BofA would put my stolen money on my account, the next day someone would transfer it to their account. Even after removing all emails, phone numbers, and bank account numbers that were not mine, they are still able to steal my money by going online and hacking my account. Once, as I'm waiting for a new card in the mail, it was activated by these hackers! I hadn't even received the card yet and it was activated and money transfered into someone else 's account! I've asked to have my account closed and any money left sent in check form to be told that I can't do that. Only thing I can do is have the EDD assign me a new account number. EDD will not because they say BofA must contact them about the fraud first and plus the pandemic EDD has ended. So since XX/XX/XXXX, I've had money stolen off my account 7 times. Totalling {$12000.00}. I am still, to date, XX/XX/XXXX, missing {$12000.00} and should have 6 open active cases. All I want is what is mine! I was laid off due to the pandemic. My husband is XXXX with XXXX XXXX XXXX. I still am out of work with no income coming in. Please help me if you can. Ive researched and researched who or how to reach anybody of a higher up station with this prepaid card only to find nothing! No bank name, who runs it, supervisors, management, only to find NOTHING on the BofA EDD prepaid debit card. I've even tried to contact the FDIC and a lawyer for help. They have nothing for me. FDIC can help mostly with identity theft and such. I contacted the actual customer service of Bank of America and they say they don't handle the government prepaid cards. That EDD just basically uses their logo and name and it's thru a different bank. I can't find that bank. I NEED help! This is an awful awful thing to go through. To be violated this way. I appreciate any kind of help I'm able to get. Thank you.

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