Consumer complaint received 2021-07-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To whom it may concern I was approved for a total amount of XXXX dollars From XXXX AZ and it was deposited into a BANK OF AMERICA GOVERNMENT PAY CARD. I was told by XXXX XXXX  XXXX on XX/XX/2020 that I was approved and it was deposited on XX/XX/2020 into my BANK OF AMERICA account.unfortnaly I was in and out the hospital fighting XXXX from XX/XX/2020 to XX/XX/2020 .By the time I was finally able to get ahold of BANK OF AMERICA I was told my account had been emptyed and since had been frozen. I notified them I was in and out the hospital due to XXXX and that it was impossible for me to have done that .it Now was XX/XX/2020 and I was told that my address had been changed via phone call. When the representatives are NOT ALLOWED to update an address via PHONE CALL to update your address I HAVE TO CALL MY LOCAL UNEMPLOYMENT OFFICE AND THEYLL GO THREW THE PROCESS TO UPDATE MY ADDRESS.I WAS XXXX XXXX  TO FIND OUT THAT an individual CALLED IN TO BANK OF AMERICA and CHANGED MY ADRESS VIA PHONE CALL AND HAD my debit card was sent to a XXXX XXXX XXXX XXXX XXXX AZ and my XXXX was spent that my account was empty. When I reported this to Bank of America that it was not me in fact my address was not XXXX XXXX XXXX XXXX that my address was XXXX XXXX XXXX XXXX unit XXXX and NOT XXXX XXXX XXXX XXXX my account was frozen. In fact that address XXXX XXXX XXXX was of a XXXX XXXX my mom 's ex husband my ex step father who has been arrested in the past for fraud and served prison time for fraud.come to find out he did the same thing to my brother XXXX. Now that I notified bank of America what was going on and why in the world AN EMPLOYEE AND REPRESENTATIVE OF BANK OF AMERICA WOULD CHANGE MY ADDRESS I WAS TOLD THAT THEY HAD JUST HIRED A LOT OF NEW EMPLOYEES AND THATS WHY IT WAS CHANGED VIA PHONE CALL be cause the representative made a mistake. At this time bank of America had frozen my account and that I had to contact my unemployment office to take the freeze off. After being gave the run around by bank of America I contacted my unemployment office and was told that they in fact have no control over the freeze all they can help me with is updating my ADRESS which would take a week to update my ADRESS.Some time had gone by and I received a letter from bank of America telling me that my account was going to be closed if I did not contact them to resolve the matter when in fact I had already been doing that for some time now.When I called into bank of America I was told I had to go into a local branch and verify my identity. I did the whole process of verifying my identity and my account was un frozen with the balance of XXXX dollars. I since then had to verify my identity not one time but 6times to file a claim and dispute the charges. I infact did everything I was asked to just to be told that a claim was filed in XXXX of XX/XX/XXXXand thats why my account was originally frozen because bank of America suspected that the claim was fraud and my account was compromised due to fraud .Ive been threw XXXX trying to file my legit claim and be reimbursed my funds but nothing has be done by BofA . here we are in XXXX and I am still out my money with nothing being done by bank of America to fix this situation. I really need help fixing all this please.

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