Consumer complaint received 2021-10-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
I filed a claim XX/XX/XXXX for an unauthorized {$1000.00} atm withdraw from my account, my information was compromised by the Bank of America branch when that charge was made, I filed a initial claim in which they automatically denied. I filed a dispute and a police report to get the claim opened again, I tried to use my card XX/XX/XXXX and I could not complete the transaction, when I looked on my account I noticed it was frozen and I could not access any of the features on my account. I contacted XXXX and verified my identity in XX/XX/XXXX, I was verified and im still verified through the XXXX system  and have no red flags, or issues with my account. I have called the bank of america prepaid services in XXXX to see why the account wasn't able to be accessed and transaction were not able to made, they informed be that is was frozen for fraud from the claim I made and that they were doing an investigation and it would take up to 45 days, I contacted them again in XXXX in regards to the account and claim, and I was told the claim was accepted but the account is still frozen for investigation, I gave them another 45 days and I followed up with Bank of america, only to be told I need to verify my identity which I already did through XXXX and offer to come into a branch to show my identity, to get the account open, I came into the bank america branch in XXXX, CA and spoke to a branch manager in XXXX, who then contacted XXXX and was informed that my identity was confirmed by them she then proceeded to contact Bank of america prepaid service and gave them her Manger code to prove she was the mangers there and informed them that there was no issue from XXXX, after 3 hours the manger and I was informed that they wouldn't unlocked the account, she tried to assist me with finding a solution with them and they gave her no further information. I've continued to contact customer service and they refused to transfer me to a supervisor or the risk management team to assist with access to my account because I have called so many times, to the point now that I called they automatically redirect me to call XXXX, and tell me they can't provide me any information on my account or why its frozen. I've contacted edd several times and they informed me the don't understand why the account is frozen and to contact Bank of america to solve the matter. XXXX has also sent over countless forms to bank of america verifying my identity and forms to unfreeze the account. When I call bank of america they fail to acknowledge the forms that are being sent and refuse to have the risk department look into them. They keep referring me to XXXX which they have done everything in there power to communicate with bank of america about the matter. They sent over forms in the month of XXXX, XXXX, and XXXX of XXXX, the last forms which was a XXXX XXXX XXXX XXXX log 6 form, and was told by XXXX that should have been enough to unfreeze the account if there was a problem on there behalf. I have called bank of america again and was informed that my account was closed, and without notice. I have no receive and documentation on the details regarding my account despite me calling and requesting that they be emailed to me because I didn't no receive anything, then informed me they can't send me anything because they supposedly already informed me, since they stated my account was closed, I requested access for the remainder funds in which they denied, and I was told they could not give me any information on my account or the funds that remained on the account. They refuse to assist me in any way shape or form despite doing and trying everything in my power as well as everything in edds power to resolve this issue. I have been without fund since XXXX of XXXX it is now XXXX of XXXX and Bank of america customer service is refusing to help me despite providing documents that should release the account. I have recorded conversations with customers service, and them verbally telling me they can't and won't assist me with clearing this issue and that there is no time limit on when they have to help me so they don't have to provide me any future information. I am just trying to get the remaining of my funds because I am in a financial bind, this situation has caused XXXX XXXXXXXX XXXX to me which has caused me to suffer a XXXX due to the XXXX XXXX have suffered trying to get this account open, this company has not only violation their terms and conditions but also has violated my trust and financial stability because they won't open my account no matter what I have done, they also failed to notify me about or give me reason on the closing of my account,

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