Consumer complaint received 2022-05-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Hello, My names XXXX XXXX XXXX I am contacting to find a resolution with Bank of America Prepaid Claims. Generally what happened was I had applied for Unemployment as of XXXX of XXXX a letter was sent out somewhere between XXXX and XXXX of XXXX containing a letter from EDD/Bofa which according to EDD I was entitled to receive benefits that started from XX/XX/XXXX and ended on XX/XX/XXXX. I found out that the letter I was expecting to receive was actually stolen from my mailbox and the thief made a new EDD account which they were able to setup with the EDD account number that was in the letter but also activate the debit prepaid card at the time the card didn't have the security chip which of course bank of America failed to protect the funds. Since I found out which was XX/XX/XXXX after the last payment was issued on XX/XX/XXXX of {$930.00} keep in mind I did not know since I wasn't able to get in touch with EDD at the time due to the Pandemic the call center was dramatically overwhelmed unfortunately. Now when I did find out that somebody had been receiving the benefits I was entitled too, I immediately contacted Bank of America after finally getting in touch with EDD and at the time Bank of America told me that there was an account under my Social Security Number which I have never created or activated the card since I never received it. Bank of America at the time told me to provide them the security questions on the account the email and phone number including the address on the account on file. I gave them my full name but the number and email on file wasn't mine it was the person who had stolen the debit prepaid card. I asked the agent that I was on the call with what are my options of recovering the account and have the information and password changed their response was that I would have to go to a Bank of America Branch to verify my Identity and open a fraud claim ( Which I did and took them about 1 month to get the account information changed including the security questions and email and phone number they did not want to disclose the information to me such as the email and phone number that was on file even though it was my Social Security that was used to create the account using the stolen Prepaid debit card that I also had to call EDD at the time which also I did not have access to log into their XXXX claim since the person had registered a new account using the EDD account number. I was technically locked out of the stolen bank of America prepaid account and EDD account I was hopeless I did not know what to do I was clueless never have I ever experienced something like this I did though request a Transcript of all the transactions that the person made on the bank of America account that was sent to my email address and I was in a complete shock I did not believe what I saw and I will also upload that transactions on here I was also asked to file a police report which took 2 months to get back and send it in with Bank of America after countless months of stressing out knowingly that all the benefits that I was entitled were being used by a thief while all my bills and losing my home it was a rough time after faxing my police report to Bank of America and following all their instructions to verify my identity with them and gaining access to the account and changing all the information I felt relief but knew this was just the beginning keep in mind it took me 3 trips to the Bank of America branch to get verified. Even after the countless claims I opened with Bank of America to recover the full amount that was withdrawn which was {$29000.00} all the transactions took place in entire different city from where I live such as Gas Stations which I also want to notate that I don't own a car nor do I have a license to drive a car. They made purchases at clothing stores such as XXXX XXXX and some place called XXXX XXXX  they made purchases at liquor store 's XXXX 's Texas they went to Smoke shops went to the beach parking place which they used the card they withdrawn {$1000.00} every day for a whole week draining all the benefits. After getting denied 3 times from Bank of America I wanted to give up I was really XXXX I had access to the bank of America account with a balance of {$0.00} and I needed to pay my phone my internet my rent food and I couldn't they had drained every single cent on the account. I was desperately looking for options all over the internet finding ways to contact someone to help me in such dire need after Bank of America told me that I had to contact EDD and first gain access to my EDD account along verifying my ID with them to re-open a new fraud claim with Bank of America which took 9 months till this year XXXX I contacted my Senator of the city I think that's what called they helped me instantly they got in contact with EDD fraud department and were extremely helpful got my ID verified etc I had a court hearing with a judge and they issued a letter to me which in fact say I was " Entitled for these benefits '' I was relief again but knew I still had to try to get in contact with Bank of America after as what it feels like years, now that I have access to both accounts Bank of America and EDD that's a step more to recovering the funds that were stolen I wanted to also notate Bank of America sent me a debit card which does have the Security chip but the balance is {$0.00} still after countless calls to EDD getting in contact with them they told me that they agreed that there was fraud since the email and phone number was someone else 's and not mine 's they updated all my information I sent them all my transactions that I was sent from Bank of America they told me all my information I provided was verified on their end and they would send the supported documents over to Bank of America from the EDD debit card department as what they told me I opened a new claim with Bank of America from beginning of XXXX and the claim is still in pending status I been calling every day checking the status to see if there's been any changes last call I made was yesterday and they mentioned that my documents of my ID and Police report was been received on their end which has been added to my claim. This is my claim number XXXX in case you contact Bank of America for the amount of {$29000.00} that's been currently investigated as stated from an Employee agent from Claims department There has not been a estimated time yet but I feel like I am overdue at this point since I been waiting months! almost a year and I am coming to a dead end I don't know what to do anymore EDD told me that they aren't able to do anything or demand Bank of America to reimburse me the funds and that I would have to follow-up with the claim now that all my information is verified with the agency of EDD they would send all supported documents over to Bank of America as I stated before the reason I am contacting here on cfpb now that I have everything confirmed all my verifications and documents I feel like it'll be more easy to track as for EDD fraud department that's the most they could do for me was to send supporting documents that should let Bank of America know they verified me and I am the real person who owns the account etc you get the idea the senator has been helpful but they also can't do anything in terms of contacting bank of America since I am the only one that can and I would assume CFPB can also help? I don't know personally I just want this to be solved I can't pay any of my debt all my bills keep piling up I barely have any food please help I have done my part verifying with EDD and Bank of America according to Bofa my claim is still under investigation.

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