Consumer complaint received 2023-03-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
XX/XX/XXXX I disputed a claim of XXXX dolllars with BofA they denied me and havent told me any reason why they denied me I disputed the transaction because I never got my edd BofA card I explain that I never got my card because I went homeless doing the pandemic I couldnt receive my mail back or get in touch with unemployment benefit. They reopen my claim XX/XX/XXXX didnt send me anything letting me know that they reopen my claim so XX/XX/XXXX of XXXX, I called the unemployment office to fill out a fraud package just to see what else I can do. This was the first time I talk to anybody that works for unemployment because the line was so backed up and it was hard to get in touch with anyone They told me to call Bank of America and let them know I never received my card so when I called Bank of America told me that my claim was reopen in XX/XX/XXXX so I asked them. Why havent I received any provisional credit or a letter stating my claim was re-opened they told me that they couldnt give me any provisional credit because my claim was already denied but they re-open it because it wasnt enough evidence or anything for them to deny it but since this already denied, I cant get any provisional credit, and that they were still investigating the claims, and it is still pending after extremely been past 45 to 90 days to call back the next couple days to check up on the claim so I called XXXXXXXX XXXX XXXX day told me that it should update in the next couple days. Just keep checking back on it so I call XX/XX/XXXX just to check up on my claim it was already past 10 days I asked for provisional credit. They still denied me provisional credit and said that it was still pending and they were investigating it so I asked to speak to a supervisor and I was frustrated because I was telling the supervisor how I went homeless because I never received my Bank of America EDD card and why is it taking them over two years to investigate my claims and not provide me any provisional credit when by law, you guys have to provide me provisional credit until you investigate so she put me on a hardship and said to call back in and I should receive something in 72 hours if not, call back and check up on a claim 72 hours past nothing has changed and they said that it still was pending call back in the next four days. I call back in the next four days to talk to a supervisor to let the supervisor know how frustrated I was because it because I went through so much and I never received my card and theres no reason why they shouldnt gave me any provisional credit so the supervisor he understand because its been way past 90 days and they still havent let me know anything so they told me to fax my ID to there local branch so I went to the local branch XX/XX/XXXX submitted the document that they wanted i called to make sure that they have my document they said yeah but another supervisor told me that it was no reason to submit any document because I didnt have to submit anything and if its still pending, it was still just be pending that wouldnt change anything to call back in two days so I call back XX/XX/XXXX and I talk to another supervisor name XXXX explain how frustrated I was in everything that was said to me and why havent I received any provisional credit if its by law that you guys have to give me provisional credit for reopen claims until you finish investigating when you guys are clearly not finished investigating she told me to hold on and she came back on the phone and said that you have been denied that your ID looks similar to the person that was withdrawing the cash so I said that is incorrect because I never received my card. Can you guys send me a letter because at this point Im just gon na get a lawyer a whole month go by no letter so I called back XX/XX/XXXX to see why I havent got any letter. The rep on the phone told me that my claim is still pending. I said one of your supervisors just told me that I got denied he said no you never got denied your claims havent been checked yet. It is still pending and they are still investigating it that he was going to put in a complaint because its way past 90 days almost 2 years of then still investigating it without giving me any provisional credit I said it was no point to put in a complaint is because they put so many complaints and nobodys responding so XX/XX/XXXX. I asked to speak to a supervisor to get the other supervisor that lied to me name because I feel like that was discrimination to lie to get me off the phone so I can quit calling and still investigate. My claims after almost 2 years without receiving any type of provisional credit even though I went though a hardship went homeless behind a situation he gave me the name and told me hes sorry that she lied to me and he will put a complaint in.

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