Consumer complaint received 2022-10-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Trouble using the card to pay a bill

Complaint:
I currently have an XXXX card through my employer unfortunately it is through Bank of America this year. There have been SEVERAL issues where they allow the card to be used at valid medical related stores but then require additional invoices. After one such issue they stated that the code my XXXX  sent was not set up un in their system and would need a receipt to validate. I asked them why I was responsible for their system not being up to date and am more then flabergasted at the new need to provide additional documentation that was not required when using previous XXXX cards. The card currently has an available balance of {$680.00} dollars. When I went to the XXXX doctor the error on the machine stated that I could not use that card for the transaction. ( I am using the same XXXX doctor I have used for years and getting the same services I received the previous years. ) I have experienced NO ISSUES over the past 5 years using the non bank of America XXXX XXXX cards. I called Bank of America who stated that I did not turn in a receipt from XXXX for XXXX from a previous purchase and they suspended my card. I stated to them that there were NO previous issues using the card for XXXX from XXXX and that previous verification was not required. I also asked why they would even allow the transaction if the medical codes were not submitted. They stated that they needed the receipt for verification. I explained to them I did not keep the receipt as we have not had a need to in the past because it was XXXX purchased from the eye department at XXXX. I then asked them to approve the transaction for my current XXXX exam and XXXX they stated they could turn the card on in 2 hours. The store closed in an hour. The solution is BEYOND rediculous. I do not understand how Bank of America can put a hold on funds I contributed. At the time of the transaction at the XXXX doctor I had {$680.00} on the XXXX card and the total bill for the XXXX doctor was around {$250.00}. I could understand if it was an actual credit card but this is a prepaid XXXX  card that Bank of America turned off on their whim. I was embarrassed in front of the staff at my XXXX doctor and frustrated with Bank of America 's inability to explain why they needed a receipt for the exact same purchase that was approved previously from the same location without a receipt requirement. They also stated it would take up to 5 business days to be refunded for the costs once I submit my receipts for my XXXX  exam and XXXX AGAIN unacceptable. That account was for me to use when I need it for medical expenses. Dont get me wrong I am ok with an audit when things look out of the norm but my transactions are normal and have not changed in years. What should I have done if I did not have the cash in hand for the services? I obviously could not ask they XXXX  doctor to wait to get paid. How is it possible that Bank of America is allowed to provide an XXXX service without having their systems up to date with ALL acceptable billing codes? How can they legally deny me access to my funds immediately when I need them? What if this had been an emergency and I did not have the funds?

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